scholarly journals pengaruh kualitas pelayanan receptionist terhadap kepuasan tamu di hotel pusako bukittinggi

2018 ◽  
Vol 10 (1) ◽  
pp. 137
Author(s):  
Yandri Andika Rahmat
Keyword(s):  
Service Quality ◽  
Regression Coefficient ◽  
Simple Linear Regression ◽  
Validity And Reliability ◽  
Hotel Employees ◽  
A Value ◽  
Regression Test ◽  
Guest Satisfaction ◽  
Quantitative Descriptive

Abstract This study aims to determine the effect of the quality of receptionist services on guest satisfaction at the Pusako Hotel Bukittinggi. This type of research is quantitative descriptive with associative causal methods. The purposive sampling used as many as 93 guests who had or were staying at Pusako Bukittinggi Hotel In the period of January-June 2017, data was collected through questionnaires with a Likert scale that had been tested for validity and reliability. The results obtained from this study are as follows: 1) Service Quality of Hotel Employees is in the poor category with a percentage value (58%), 2) Guest Satisfaction is in a less satisfied Category at Pusako Bukittinggi Hotel with a percentage value (53%). 3) The results of a simple linear regression test obtained a value of Fcount 29,667 with sig. 0,000 <0,05 which means that variable X can explain Y variable significantly. Furthermore, the regression coefficient is 0.383 at a significant level of 0.000 <0.05. This means that each increase of 1 unit of service quality will increase 0.383 guest satisfaction units, and the R square value of 0.246 means that the effect of variable X on Y variable is 0.246 (24.6%) while the remaining 75.4% is influenced by other factors. So the service quality variable affects the guest satisfaction variable, so Ha is accepted. Keywords: Service Quality, Guest Satisfaction

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DI BANK SYARIAH MANDIRI SIDOARJO

2021 ◽  
Vol 24 (2) ◽  
pp. 41-44
Author(s):  
D
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Statistical Test ◽  
Point Of View ◽  
Survey Method ◽  
Simple Linear Regression ◽  
Validity And Reliability ◽  
Banking Service ◽  
Quantitative Descriptive

The quality of service in a banking service company is very important from the consumer's point of view. The purpose of this study was to determine and explain the effect of service quality on customer satisfaction at Bank Syariah Mandiri Juanda in Sidoarjo. This quantitative descriptive study uses a survey method by distributing questionnaires to respondents. Some of the tests carriedout were the validity and reliability of the questionnaire, the classical assumption test, and the statistical test (simple linear regression). The results of the regression analysis show that service quality has a significant effect on customer satisfaction.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA APLIKASI GOJEK DI KOTA TANGERANG

2020 ◽  
Vol 6 (2) ◽  
pp. 248
Author(s):  
Riri Oktarini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Statistical Tests ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Good Service ◽  
Linear Regression Coefficient ◽  
The City

Abstrak-Tujuan dilakukannya penelitian ini adalah bermaksud mengetahui apakah dengan adanya kualitas pelayanan yang baik dan harga dapat mempengaruhi kepuasan pelanggan Gojek khususnya di Kota Tangerang.  Metode penelitian yang digunakan adalah Asosiatif kausal. Sampel yang digunakan sebanyak 100 responden. Metode analisis data menggunakan uji validitas dan reliabilitas, asumsi klasik, regresi linier berganda, koefisien determinasi dan pengujian hipotesis.  Berdasarkan hasil pengujian statistik diperoleh hasil sebagai berikut: Kualitas pelayanan memberikan pengaruh secara positif serta signifikan terhadap kepuasan pelanggan. Harga memberikan pengaruh yang negatif serta signifikan terhadap kepuasan pelanggan. Kualitas pelayanan dan harga Secara simultan dengan menggunakan uji F diketahui memberikan pengaruh positif serta signifikan terhadap kepuasan pelanggan pengguna aplikasi Go-jek di Kota Tangerang.Kata Kunci: kualitas pelayanan, harga, kepuasan pelanggan Abstract-The purpose of this research is to find out whether the existence of good service quality and price can affect Gojek customer satisfaction in Tangerang City. The research method used is causal associative. The sample used was 100 respondents. Methods of data analysis using validity and reliability, classic assumptions, multiple linear regression, coefficient of determination and hypothesis testing. Based on the results of statistical tests the following results are obtained: Service quality has a positive and significant influence on customer satisfaction. Price gives a negative and significant effect on customer satisfaction. Quality of service and price Simultaneously using the F test is known to have a positive and significant effect on customer satisfaction of Go-jek application users in the city of Tangerang.Keywords: service quality, price, customer satisfaction

scholarly journals Pengaruh Fasilitas Kerja Terhadap Kepuasan Karyawan Di Imelda Hotel-Waterpark-Convention Padang

2020 ◽  
Vol 11 (02) ◽  
pp. 117
Author(s):  
Nova Shabrina ◽  
Ira Meirina Chair
Keyword(s):  
Linear Regression ◽  
Employee Satisfaction ◽  
Coefficient Of Determination ◽  
Sampling Techniques ◽  
Simple Linear Regression ◽  
Validity And Reliability ◽  
Descriptive Research ◽  
Regression Test ◽  
Quantitative Descriptive ◽  
Program Version

The This study aims to determine the Effect of Working Facilities on Employee satisfaction at Imelda Hotel-Waterpark-Convention Padang. This type of research is classified into quantitative descriptive research with causative associative methods.1The population in this study were all employees who worked at Imelda Hotel-Waterpark-Convention Padang as many as 72 people using saturated sampling techniques. Data collection techniques usingma questionnaire with a Likert scale that has been tested for validity and reliability. Data were analyzed through description analysis and simple linear regression test and coefficient of determination with the help of SPSS Computer Program version 16.00. The results of the study show that: Work Facilities in the category of Good have a percentage of 51.39% and Satisfaction of employees with the category of Good has a percentage of 86.11%. Furthermore, the R Square value is 0.094 with the level of sig. 0.009 <0.05, the Work Facility variabledcan explain the variable Employee Satisfaction of 9.4% and 90.6% influenced by other factors.

scholarly journals Faktor-Faktor Dominan Kualitas Pelayanan Pramusaji Yang Mempengaruhi Kepuasan Tamu Di Restoran Pondok Bebek, Hotel Arbor Biz

2020 ◽  
Vol 2 (1) ◽  
Author(s):  
Anggun Sari Sasmita ◽  
Nila Sartika Achmadi ◽  
Rafika Hayati
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Dominant Factor ◽  
Five Dimensions ◽  
Average Value ◽  
The Third ◽  
A Value ◽  
Guest Satisfaction

<div><p><strong><em>ABSTRACT</em></strong></p><p><strong><em> </em></strong></p><p><em>This study describes the dominant factors in the quality of waiter service that affect guest satisfaction at Pondok Bebek Restaurant. Data collection uses a questionnaire that measures the five dimensions of waiter service quality which consists of tangibles, reliability, responsiveness, assurance, and empathy dimensions to 86 duck cottage restaurant guests. Data obtained from the questionnaire results were processed by determining the average value. The results of this study indicate the five variables of guest satisfaction greatly influence the satisfaction of guests in the duck cottage restaurant. Whereas the most dominant factor affecting guest satisfaction in this restaurant is Responsiveness or responsiveness with a value of 992. The results of the first indicator which is providing information about food promos are at a score of 329, the second indicator is an explanation of the menu at a score of 336, the third indicator is employees able to answer questions about restaurants is at a score of 327.</em></p><p><strong><em>Keywords</em></strong><em>: Restaurant, Service quality, Guest satisfaction.</em></p><p> </p><p><strong>ABSTRAK</strong></p><p><strong> </strong></p><p>Penelitian ini menguraikan faktor dominan kualitas pelayanan pramusaji yang mempengaruhi kepuasan tamu pada Restoran Pondok Bebek. Pengumpulan data menggunakan angket yang mengukur dengan lima dimensi kualitas pelayanan pramusajiyang terdiri atas dimensi tangibles, reliability, responsiveness, assurance, dan empathy kepada 86 tamu restoran pondok bebek. Data yang didapatkan dari hasil angket diolah dengan menentukan nilai rata-rata.. Hasil dari penelitian ini menunjukkan kelima variabel kepuasan tamu sangat berpengaruh terhadap kepuasan tamu di restoran pondok bebek. Sedangkan faktor yang berpengaruh paling dominan terhadap kepuasan tamu di restoran ini adalah Responsiveness atau daya tanggap dengan nilai 992. Hasil indikator pertama yaitu memberikan informasi mengenai promo makanan berada pada skor 329, indikator kedua yaitu penjelasan mengenai menu berada pada skor 336, indikator ketiga yaitu karyawan mampu menjawab pertanyaan mengenai restoran berada pada skor 327.</p><p><strong>Kata kunci</strong>: Restoran, Kualitas pelayanan, Kepuasan tamu</p></div>

scholarly journals Application of the Servqual method to analyze the satisfaction level of hotel services and facilities

SinkrOn ◽  
2021 ◽  
Vol 5 (2) ◽  
pp. 239-245
Author(s):  
Nur Ainun ◽  
Volvo Sihombing ◽  
Masrizal Masrizal
Keyword(s):  
Service Quality ◽  
Quality Score ◽  
Average Score ◽  
Satisfaction Level ◽  
Perceived Service Quality ◽  
A Value ◽  
Level Of Satisfaction ◽  
Guest Satisfaction ◽  
Star Classification

With so many hotels and other accommodation facilities in the city of Medan. More and more people are coming and staying and using the facilities at each hotel. Whether it's rooms, meeting room facilities, facilities to hold events, and much more are available in every hotel. Every hotel wants to give satisfaction to guests who come to use the hotel facilities and services. Likewise with SwissbeliNN hotels which have a 3 (three) star classification. Therefore, the opinions of guests and complaints given are very useful to improve the quality of hotel services. To find out, we will look at the satisfaction level of each guest. In this case, the writer applies the servqual method to see the level of guest satisfaction that has been obtained. To find out what is still lacking in the services provided. The purpose of this research is to find out the shortcomings of the hotel for the services provided to hotel visitors, as well as to fulfill the complaints of each visitor to the hotel from the results of the research carried out, with the objectives described later to be able to provide solutions to hotel leaders to fulfill the research results. obtained. The research methods carried out include collecting data directly from the hotel related to the problems that arise to be researched, literature studies, analyzing the problems to be studied based on the data collection that has been obtained, designing applications to overcome problems that arise and making it easier to find out the level of satisfaction of visitors. against managed hotels, as well as testing applications that are made to test the level of success obtained from the application being built. Based on the research conducted, the average perceived service quality score was 3.54. This score is in the somewhat unsatisfactory category when compared with the average score of service quality score which is perceived to be lower than expected. This indicates a gap. The highest average score is given to responsiveness with a value of 3.62 while the lowest score is given to the dimension of empathy with a value of 3.44.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA APLIKASI GOJEK DI KOTA TANGERANG

2019 ◽  
Vol 6 (2) ◽  
pp. 10
Author(s):  
Riri Oktarini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Statistical Tests ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Good Service ◽  
Linear Regression Coefficient ◽  
The City

Abstrak-Tujuan dilakukannya penelitian ini adalah bermaksud mengetahui apakah dengan adanya kualitas pelayanan yang baik dan harga dapat mempengaruhi kepuasan pelanggan Gojek khususnya di Kota Tangerang.  Metode penelitian yang digunakan adalah Asosiatif kausal. Sampel yang digunakan sebanyak 100 responden. Metode analisis data menggunakan uji validitas dan reliabilitas, asumsi klasik, regresi linier berganda, koefisien determinasi dan pengujian hipotesis.  Berdasarkan hasil pengujian statistik diperoleh hasil sebagai berikut: Kualitas pelayanan memberikan pengaruh secara positif serta signifikan terhadap kepuasan pelanggan. Harga memberikan pengaruh yang negatif serta signifikan terhadap kepuasan pelanggan. Kualitas pelayanan dan harga Secara simultan dengan menggunakan uji F diketahui memberikan pengaruh positif serta signifikan terhadap kepuasan pelanggan pengguna aplikasi Go-jek di Kota Tangerang.Kata Kunci: kualitas pelayanan, harga, kepuasan pelanggan Abstract-The purpose of this research is to find out whether the existence of good service quality and price can affect Gojek customer satisfaction in Tangerang City. The research method used is causal associative. The sample used was 100 respondents. Methods of data analysis using validity and reliability, classic assumptions, multiple linear regression, coefficient of determination and hypothesis testing. Based on the results of statistical tests the following results are obtained: Service quality has a positive and significant influence on customer satisfaction. Price gives a negative and significant effect on customer satisfaction. Quality of service and price Simultaneously using the F test is known to have a positive and significant effect on customer satisfaction of Go-jek application users in the city of Tangerang.Keywords: service quality, price, customer satisfaction

scholarly journals PENGARUH SALURAN DISTRIBUSI DAN KUALITAS PELAYANAN TERHADAP KEPUTUSAN PEMBELIAN PRODUK ALAT KESEHATAN MEREK OMRON PADA PT. SUMBER MEDIKA INDONESIA MEDAN (DISTRIBUTOR ALAT KESEHATAN)

2019 ◽  
Vol 27 (2) ◽  
pp. 973
Author(s):  
Felicia Wijaya ◽  
Andy Andy ◽  
Vincent Vincent ◽  
Steven Steven ◽  
Rahmat Alamsyah Harahap
Keyword(s):  
Service Quality ◽  
Simple Random Sampling ◽  
Distribution Channels ◽  
Study Data ◽  
Coefficient Of Determination ◽  
Purchasing Decisions ◽  
Validity And Reliability ◽  
A Value ◽  
Quantitative Descriptive ◽  
T Distribution

This research aims at finding the effect of (1) distribution channels for purchasing decisions, (2) service quality for purchasing decisions, (3) distribution channels and service quality on purchasing decisions. The research method is a quantitative approach, a type of quantitative descriptive research in which it is explanatory research. Techniques of collecting data are by having interview, questionnaire and documentation study. Data analysis method is multiple linear regressions by testing the classical assumptions of normality, multicollinearity and heteroscedasticity. The population of this research is 232 customers, samples were taken by simple random sampling, as many as 147 customers and 30 customers were tested both validity and reliability. Research findings show that simultaneous distribution channels and service quality (Test F) have a positive effect on purchasing decisions with a value of 18,568. Partially (Test t) distribution channels have a positive and significant effect with a value of 2.802 and service quality has a positive and significant effect with a value of 2.963 on purchasing decisions. The test results of the coefficient of determination (R Square) obtained Adjusted R Square of 0.194 means that the distribution channels and service quality affect the purchasing decisions with a percentage level of 19.4% while the remaining 80.6% are other factors that were not examined by researcher.

scholarly journals Pengaruh Kualitas Pelayanan Receptionist Terhadap Loyalitas Pelanggan Di Hotel Ibis Padang

2018 ◽  
Vol 10 (1) ◽  
pp. 18
Author(s):  
Hani Harvisda
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Customer Loyalty ◽  
Likert Scale ◽  
Simple Linear Regression ◽  
Regression Test

Abstract.This research was used to see the effect of the quality of receptionist services on customer loyalty at the Ibis Hotel Padang. This type of research is descriptive quantitative with causal associative methods. The results of this study obtained data from a sample of 99 respondents who were guests at the Ibis Hotel Padang through a questionnaire using a Likert scale, then obtained the results of a simple linear regression test obtained F of 15,061 with sig. 0.000 <0.05, the receptionist service quality variable has an influence on customer loyalty variables by 13.4% and 86.6% influenced by other factors. Then obtained coefficient value of 0.369, meaning that each increase of 1 unit of service quality of receptionist will increase 37 units of customer loyalty to guests at Ibis Hotel Padang. Keywords: Service Quality, Customer Loyalty

scholarly journals Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan Pada Pengguna Jasa Service Di Dealer Honda Wahana Ciputat

2020 ◽  
Vol 4 (1) ◽  
pp. 26-37
Author(s):  
Putri Nilam Kencana ◽  
Kasdiyo Kasdiyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Sampling Technique ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Price Increases ◽  
Regression Test ◽  
Test Correlation

The purpose of this study was to determine the Effect of Service Quality and Price on Customer Satisfaction in Service Users at the Wahana Ciputat Honda Dealer. The research method used is quantitative with a descriptive explanation. The sampling technique used is Accidental Sampling with 100 respondents. The analytical method used is validity test, reliability test, correlation coefficient test, multiple linear regression test, coefficient of determination test and test the research hypothesis. The results of the analysis show the quality of service has a regression coefficient value of 0.489, the value of t-count is greater than t-table (8,742> 1,985) and the significant value is smaller than 0.05 (0,000 <0.05). This means that Ha is accepted and H0 is rejected. With interpretation, if service quality increases by 1 unit, customer satisfaction will increase by 0.516. The analysis shows that the price has a regression coefficient of 0.486, the value of t is greater than t-table (7,342> 1,985) and the significant value is smaller than 0.05 (0,000 <0.05). This means that Ha is accepted and H0 is rejected. With interpretation, if the price increases by 1 unit, customer satisfaction will increase by 0.486. The results of the analysis show that service quality and price simultaneously have a significant effect on customer satisfaction with a contribution value of 0.712, a F-count value of 123.278> 3.09, a significance value of 0.000 <0.05. This means that service quality and price simultaneously have the ability to explain variable customer satisfaction by 71.2% while the remaining 18.8% is explained by other variables outside this study. Abstrak Penelitian ini bertujuan adalah untuk mengetahui Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Pelanggan Pada Pengguna Jasa Service Di Dealer Honda Wahana Ciputat. Metode penelitian yang digunakan adalah kuantitatif dengan eksplanasi deskriptif. Teknik sampel yang digunakan adalah Accidental Sampling dengan jumlah responden sebanyak 100. Adapun metode analisis yang digunakan adalah uji validitas, uji reliabilitas, uji koefisien korelasi, uji regresi linear berganda, uji koefisien determinasi dan uji hipotesis penelitian. Dari hasil penelitian diketahui bahwa kualitas pelayanan mempunyai nilai koefisien regresi sebesar 0.489, nilai thitung lebih besar dari ttabel (8.742 > 1.985) dan nilai signifikan lebih kecil dari 0,05 (0.000 < 0,05). Artinya Ha diterima dan H0 ditolak. Menurut perkiraan jika kualitas pelayanan meningkat sebesar 1 satuan maka kepuasan pelanggan akan mengalami peningkatan sebesar 0.516. Hasil analisis menunjukkan harga memiliki nilai koefisien regresi sebesar 0.486, nilai thitung lebih besar dari ttabel (7.342 > 1.985) dan nilai signifikan lebih kecil dari 0,05 (0.000 < 0,05). Artinya Ha diterima dan H0 ditolak. Dengan tafsiran, jika harga meningkat sebesar 1 satuan maka kepuasan pelanggan akan meningkat sebesar 0.486. Hasil analisis menunjukkan bahwa kualitas pelayanan dan harga secara simultan berpengaruh signifikan terhadap kepuasan pelanggan dengan nilai kontribusi sebesar 0.712, nilai Fhitung sebesar 123.278 > 3.09, nilai signifikansi sebesar 0.000 < 0.05. Artinya kualitas pelayanan dan harga secara simultan memiliki kemampuan menjelaskan variabel kepuasan pelanggan sebesar 71,2% sedangkan sisanya sebesar 18,8% dijelaskan oleh variabel lain di luar penelitian ini. Kata Kunci : Kualitas Pelayanan, Harga, Kepuasan Pelanggan

scholarly journals PENGARUH ATMOSFER RUANGAN TERHADAP KEPUASAN KONSUMEN DI BALLON D’OR SPORT CAFÉ PADANG PARIAMAN

2019 ◽  
Vol 11 (1) ◽  
pp. 72
Author(s):  
Yorizal saputra Yorizal Saputra
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Linear Regression Analysis ◽  
Destination Image ◽  
Indirect Communication ◽  
Simple Linear Regression ◽  
Validity And Reliability ◽  
Regression Test ◽  
Quantitative Descriptive ◽  
Data Collection Technique

This purpose of research aims to determine the effect Store Atmosphere Against Customer Satisfaction in Ballon D’or Sport Cafe. The type of this research is quantitative descriptive with causal assosiative method which aims to see how big the influence of variable Store Atmosphere (X) on Customer Satisfaction (Y) in Ballon D’or Sport Cafe. The number of samples in this research amounted to 92 people taken using the technique of taking purposive sampling. Data collection technique is done by indirect communication through questionnaire (questionnaire) by using Likert scale that has been tested the validity and reliability. Further data is analyzed through data analysis, simple linear regression analysis through determinant coefficient analysis (R square), using SPSS Computer Program 16.00. The results showed that: (1) Store Atmosphere is in the less good category (59.78%), (2) Customer Satisfaction is in less good category (45,65%), (3) The result of simple linear regression test is obtained with R Square equal to 0,518 with sig level. 0,000 <0.05. This means that the destination image influences the visiting decision significantly by 51.8%, and the remaining 48.2% is influenced by other factors.

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