PENGARUH KUALITAS PELAYANAN HOUSEKEEPING DEPARTMENT TERHADAP TINGKAT KEPUASAN TAMU MENGINAP DI HOTEL SANTIKA PREMIERE HARAPAN INDAH BEKASI

NIKEN WAHYU UTAMI, . (2022) PENGARUH KUALITAS PELAYANAN HOUSEKEEPING DEPARTMENT TERHADAP TINGKAT KEPUASAN TAMU MENGINAP DI HOTEL SANTIKA PREMIERE HARAPAN INDAH BEKASI. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan housekeeping department terhadap tingkat kepuasan tamu menginap di Hotel Santika Premiere Harapan Indah Bekasi. Responden dalam penelitian ini berjumlah 80 responden. Teknik pengambilan data menggunakan kuesioner kualitas pelayanan housekeeping department dan kepuasan tamu. Analisis data yang digunakan adalah uji regresi linear sederhana. Hasil penelitian dari lima dimensi kepuasan tamu menunjukkan skor tertinggi pada dimensi kualitas produk (sebesar 73,75%), dan skor terendah pada dimensi biaya dan kemudahan (sebesar 61,25%). Sedangkan, dari lima dimensi kualitas pelayanan menunjukkan skor tertinggi pada dimensi empati (sebesar 72,50%) dan skor terendah pada dimensi bukti fisik (sebesar 51,25%). Hasil analisis menunjukan persamaan regresi diperoleh Y ̂=30,447+0,365X. Koefisien regresi tersebut bersifat positif yang menunjukan setiap skor kualitas pelayanan mengalami peningkatan satu satuan, maka akan meningkatkan skor kepuasan tamu sebesar 0,365 satuan dengan konstanta 30,477. Hasil nilai Fhitung=64,550 dengan tingkat signifikansi sebesar 0,000<0,05, maka model regresi dapat dipakai untuk memprediksi variabel kepuasan tamu atau dengan kata lain ada pengaruh variabel kualitas pelayanan (X) terhadap kepuasan tamu (Y). Hasil perhitungan koefisien determinasi sebesar 45,3%. Hal ini mengartikan bahwa kontribusi variabel kualitas pelayanan terhadap variabel kepuasan tamu adalah sebesar 45,3%, sedangkan sisanya sebesar 54,7% dipengaruhi oleh variabel lain yang tidak termasuk di dalam penelitian ini. Implikasi dalam hasil penelitian ini bahwa ada pengaruh positif antara kualitas pelayanan Housekeeping Department terhadap tingkat kepuasan tamu menginap. Penerapan kualitas pelayanan Housekeeping ini dapat memberikan pengaruh kuat pada kepuasan tamu menginap di hotel bahwa pelaksanaan tugas dan tanggung jawab Housekeeping Department di Hotel Santika Premiere Harapan Indah Bekasi dilaksanakan dengan baik dan dilakukan dengan memperhatikan standard operational procedures. ***** This study aims to determine the effect of the Housekeeping Department's service quality on the satisfaction level of guests staying at the Hotel Santika Premiere Harapan Indah Bekasi. This research collects the data from 80 people using the Quality of Housekeeping Department and guest satisfaction questionnaire. The data analysis used is a simple linear regression test. The research results from the five dimensions of guest satisfaction showed the highest score in the product quality dimension (73.75%) and the lowest in the dimensions of costs and convenience (61.25%). Meanwhile, the five service quality dimensions show the highest score in the empathy dimension (72.50%) and the lowest score in physical evidence (51.25%). The analysis results show the regression equation obtained Y ̂=30.447+0.365X. The positive regression coefficient shows that each service quality score has increased one unit, increasing the guest satisfaction score by 0.365 units with a constant of 30.477. The result of Fcount value = 64.550 with a significance level of 0.00<0.05, so the regression model can be used to predict the variable of guest satisfaction. In other words, there is an influence of service quality variables (X) on guest satisfaction (Y). The calculation of the coefficient of determination of 45.3% means that the contribution of service quality variables to guest satisfaction is 45.3%. The remaining 54.7% is influenced by other variables not included in this study. Implications in the results of this study are that there is a positive influence between the quality of the Housekeeping Department's service on the level of satisfaction of guests' stay. The application of the quality of housekeeping services can strongly influence the satisfaction of guests staying at the hotel. The implementation of the tasks and responsibilities of the Housekeeping Department at the Hotel Santika Premiere Harapan Indah Bekasi is carried out well and based on standard operational procedures.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Mulyati, S.Pd., M.Si. ; 2). Maya Oktaviani, S.Pd., M.Pd.
Subjects:	Manajemen > Perilaku Konsumen
Divisions:	FT > S1 Pendidikan Kesejahteraan Keluarga
Depositing User:	Users 14739 not found.
Date Deposited:	22 Aug 2022 03:19
Last Modified:	22 Aug 2022 03:19
URI:	http://repository.unj.ac.id/id/eprint/32883

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