Pengaruh Kualitas Pelayanan Food and Beverage Department Terhadap Kepuasan Konsumen Hotel Daily Inn Jakarta

Authors

  • Herlina Herlina Prodi Hospitaliti dan Pariwisata, Institut Stiami, Jakarta
  • Lila Muliani Prodi Hospitaliti dan Pariwisata, Institut Stiami, Jakarta

DOI:

https://doi.org/10.31334/jd.v1i2.842

Keywords:

Service Quality Consumer Satisfaction

Abstract

This study aimed to analyze the effect of the food and beverage department service quality on customer satisfaction at the Daily Inn Hotel, Jakarta. This study used a quantitative method with a data collection technique in the form of questionnaires and literature studies. The population of this study was the consumers of the Daily Inn Hotel, Jakarta, that served by Food and Beverage Department during March 2019. The samples in this study were calcuated by Slovin Formula, with 10% error tolerance. The data then were processed by SPSS statistical analysis. The results of this study indicated that service quality had an effect on consumer satisfaction by 0.838 or 83.8% based on the coefficient of determination of 0.162 or 16.2% explained by other factors not included in this study. From the results of the T-test carried out, with the results of the analysis of 21.660 greater than 1.662 and a probability of 0.000 smaller than 0.60, it was concluded that H0 was rejected and H1 was accepted which means that the service quality variable (X) significantly affects the consumer satisfaction variable (Y).

References

Barsky, Jonathan. 1992. Customer Satisfaction in the Hotel Industry: Measurement and Meaning. Cornell H.R.A. Quartery, 7, 20-41.

I Gusti Bagus, Rai Utama. 2016. Pemasaran Pariwisata. Yogyakarta: Penerbit CV Andi.

Kotler, Philip, dan Kevin Lane Keller. 2009. Manajemen Pemasaran Jilid 2, edisi Ketiga Belas, Terjemahan Bob Sabran, MM. Jakarta: Penerbit Erlangga.

Rumekso. 2001. Housekeeping SMK. Bandung: CV Armico Offset.

Tjiptono, Fandy, Gregorius Chandra dan Dadi Adriana. 2008. Pemasaran Strategik. Yogyakarta: Andi.

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Published

2020-03-31

Issue

Vol. 1 No. 2: Maret 2020

Section

Articles

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