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All Journal Jurnal Kajian Pariwisata dan Bisnis Perhotelan
Pasaribu Pasaribu
Universitas Negri Padang
Humanities Decision Sciences, Operations Research & Management Education Social Sciences

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The Effect of Food and Beverage Attendant Service Quality on Guest Satisfaction at Stasionairy Restaurant, Union Station Hotel Nashville, United States Aprianto Aprianto; Pasaribu Pasaribu
JURNAL KAJIAN PARIWISATA DAN BISNIS PERHOTELAN Vol 7 No 1 (2026): Jurnal Kajian Pariwisata dan Bisnis Perhotelan
Publisher : Departemen Pariwisata Universitas Negeri Padang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24036/jkpbp.v7i1.88772

Abstract

The hospitality industry increasingly depends on service quality to satisfy guests and build loyalty. This study investigates the effect of Food and Beverage Attendant service quality on guest satisfaction at Stasionairy Restaurant in Union Station Hotel Nashville, United States. Motivated by negative guest reviews on Google Maps indicating dissatisfaction across key service dimensions, this quantitative study employed a simple linear regression approach. Using accidental sampling, data were collected from 97 guests who visited the restaurant in January 2026. The five SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—were used to measure service quality (X), while guest satisfaction (Y) was measured through indicators including service meeting expectations, positive service memories, and willingness to revisit and recommend. Validity and reliability tests confirmed all instruments were sound. Results indicate that Food and Beverage Attendant service quality has a significant positive effect on guest satisfaction (p < 0.05), with service quality explaining a substantial portion of the variance in guest satisfaction. These findings affirm that improvements in service delivery by Food and Beverage Attendants—particularly in responsiveness and empathy—are critical to enhancing guest satisfaction and fostering loyalty in hotel restaurant settings.
Pengaruh E-wom dan Brand Reputation Terhadap Kepuasan Tamu Menginap di Harris Resort Barelang Batam Hikmal akbar; Rian Surenda; Fran Serano Andres; Pasaribu Pasaribu
JURNAL KAJIAN PARIWISATA DAN BISNIS PERHOTELAN Vol 7 No 1 (2026): Jurnal Kajian Pariwisata dan Bisnis Perhotelan
Publisher : Departemen Pariwisata Universitas Negeri Padang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24036/jkpbp.v7i1.90372

Abstract

The impact of brand reputation (X2) and electronic word-of-mouth (X1) on guest satisfaction (Y) at HARRIS Resort Barelang Batam is the main topic of this study. It uses a causal-associative method in a quantitative descriptive design. One hundred respondents who have visited the hotel at least twice make up the sample. Electronic word-of-mouth (X1) is classified as "very good" according to descriptive analysis results. (mean: 4.25), Brand Reputation (X2) is in the "very good" category (mean: 4.28), and Guest Satisfaction (Y) is also in the "very good" category (mean: 4.30). Data analysis was done with R-squared, t-statistics, and p-values were employed in hypothesis testing, as well as descriptive statistics and SEM-PLS. The results show that: (1) Guest satisfaction is significantly impacted by electronic word-of-mouth (t = 2.121); (2) Guest satisfaction is significantly impacted by brand reputation (t = 9.871); and (3) Guest satisfaction is significantly impacted by both brand reputation and electronic word-of-mouth, with an R-squared value of 0.684. These findings demonstrate that Electronic Word of Mouth contributes to guest satisfaction through social media reviews, while a strong brand reputation fosters trust, confidence, and positive perceptions of the hotel. When a hotel maintains a positive image, consistent service quality, and reliability, guests experience greater satisfaction with their stay at HARRIS Resort Barelang Batam.
Co-Authors Aprianto Aprianto Fran Serano Andres Hikmal akbar Rian Surenda