Faktor Yang Mempengaruhi Kepuasan Pelanggan Menginap di Chain Hotel

Dame Afrina Sihombing, Hellen Hellen

Sari


Abstrak

Persaingan bisnis perhotelan saat ini semakin kompetitif yang sejalan dengan upaya pemerintah untuk meningkatkan sektor pariwisata. Indikator utama dalam industri perhotelan adalah kepuasan dari pelanggan. Penelitian ini dibuat dengan tujuan untuk mengetahui kepuasan dari setiap pelanggan yang telah menginap di chain hotel. Variabel yang digunakan dalam penelitian ini adalah keandalan, daya tanggap, jaminan, perhatian, bukti fisik terhadap kepuasan pelanggan. Populasi dalam penelitian ini adalah orang-orang yang pernah menggunakan fasilitas pelayanan di hotel. Sampel yang digunakan dalam penelitian ini adalah wisatawan nusantara yang sudah pernah menggunakan fasilitas pelayanan chain hotel. Penelitian ini menggunakan data primer yaitu dengan melakukan penyebaran kuesioner. Penelitian ini menggunakan SPSS versi 22 dengan kuesioner yang berhasil diuji sebanyak 301 dengan pengolahan data uji data deskriptif, uji validitas, uji reliabel dan uji t. Hasil dari penelitian menunjukkan bahwa keandalan, daya tanggap, jaminan, perhatian dan bukti fisik mempunyai pengaruh terhadap kepuasan pelanggan yang menginap di chain hotel.

Kata Kunci : Keandalan, Daya Tanggap, Jaminan, Perhatian, Kepuasan.

Effect of Customer Satisfaction Staying at Chain Hotel

Abstract

Competition in the hotel business is currently increasingly competitive in line with the government's efforts to improve the tourism sector. The main indicator of the hospitality industry is customer satisfaction. This research was made to know the satisfaction of each customer who has stayed at the hotel chain. The variables used in this study are reliability, responsiveness, assurance, attention, physical evidence of customer satisfaction. The population in this study are people who have used service facilities at the hotel. The sample used in this study were domestic tourists who had already used the chain hotel service facilities. This study uses primary data by distributing questionnaires. This study used SPSS version 22 with 301 questionnaires that were successfully tested with descriptive data processing, validity, reliability, and t-test. The results of the study indicate that reliability, responsiveness, assurance, attention, and physical evidence have an influence on customer satisfaction staying at the hotel chain.

Keyword:  Reliability, Responsiveness, Assurance, Emphaty, Satisfaction.


Kata Kunci


Keandalan, Daya Tanggap, Jaminan, Perhatian, Kepuasan.

Teks Lengkap:

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DOI: https://doi.org/10.31294/khi.v12i1.9445

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Terbit setiap bulan Maret & September, ISSN : 2087-0086 (print), 2655-5433 (online)

Dipublikasikan oleh LPPM Universitas Bina Sarana Informatika

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