Surodjo* dan Gendro Wiyono KUALITAS PELAYANAN FRONT OFFICE, HOUSEKEEPING, FOOD AND BEVERAGE TERHADAP LOYALITAS TAMU
Universitas Sarjanawiyata, Tamansiswa Yogyakarta, Kata Kunci, Pelayanan
unpublished
This research aims to know the servqual Front Office, servqual Housekeeping and servqual Food and Beverage effect on customer satisfaction or guests staying at LPP Garden Hotel Yogyakarta. Samples taken in this study is 75 respondents randomly drawn from guests staying at LPP Garden Hotel. Analysis of the data in this study is Inferential analysis conducted based on the test results of structural models. From the analysis of the coefficient of determination (R ²), note that guest satisfaction
more »
... fluenced by servqual Front Office, Housekeeping and servqual Food and Beverage amounted to 51.30%, and the remaining 48.70% influenced by other factors not included in the model, whereas the coefficient parameter servqual Front Office, Housekeeping and servqual Food and Beverage simultaneously affect the satisfaction that is equal to 0.494, meaning that the higher the coefficient parameter close to the higher guest satisfaction. The t-test based on statistics showing that servqual Front Office, servqual Housekeeping and servqual Food and Beverage simultaneously significantly affect satisfaction where t-statistic 4.391> t-table 1.66, its mean that Hypothesis is accepted. Abstrak Penelitian ini bertujuan untuk mengetahui peran front office, housekeeping dan food beverage terhadap loyalitas tamu melalui kepuasan di LPP Garden Hotel Yogyakarta. Sampel penelitian berjumlah 75 responden yang diambil secara acak dari tamu yang tinggal di LPP Garden Hotel. Analisis data penelitian menggunakan analisis inferensial berdasarkan pada hasil uji struktural model. Berdasarkan hasil analisis koefisien determinan (R 2)menunjukkan bahwa kepuasan tamu dipengaruhi oleh peran front office, housekeeping dan food beverage sebesar 51,30% dan sisanya 48.70% dipengaruhi oleh faktor lain yang tidak termasuk dalam model, dimana koefisien parameter peran Front Office, Housekeeping dan Food and Beverage secara bersama-sama mempengaruhi kepuasan sebesar 0,494 yang berarti bahwa tingginya koefisien parameter erat dengan tingginya kepuasan tamu. Berdasarkan uji-t statistik menunjukkan bahwa peran Front Office, Housekeeping and Food and Beverage secara bersama-sama berpengaruh signifikan dimana uji-t statistik 4,391> uji tabel sebesar 1,66 yang berarti hipotesis diterima.
fatcat:tzp7f2rqorfm3gs4mhyq64r2mq