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All Journal Dewantara: Jurnal Pendidikan Sosial Humaniora
Wahyu Pratama
Politeknik NSC Surabaya
Arts Humanities Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences

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Pengaruh Totalitas Kualitas Pelayanan terhadap Tingkat Kepuasan Tamu di Front Office Departement Khas Gresik Hotel Wahyu Pratama; Hardhita Kusdharyanto
Dewantara : Jurnal Pendidikan Sosial Humaniora Vol. 5 No. 2 (2026): Juni: Dewantara : Jurnal Pendidikan Sosial Humaniora
Publisher : Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30640/dewantara.v5i2.7872

Abstract

Service quality is a crucial factor in the hospitality industry as it directly impacts guest experience and satisfaction. The Front Office Department plays a strategic role, serving as the point of direct interaction with guests from arrival through departure. This study aims to analyze the overall service quality—specifically the dimensions of tangibles, reliability, and responsiveness—and its relationship with guest satisfaction levels at the Front Office Department of KHAS Gresik Hotel. A descriptive quantitative approach was employed, involving 100 hotel guests as respondents. Data were collected via questionnaires and analyzed using the Total Criteria Response (TCR) method. The results indicate that the overall service quality of the Front Office Department falls into the "good" category, with a score of 73.37%. The reliability dimension achieved the highest score at 77.95%, followed by responsiveness at 76.33%, while tangibles scored 65.84%. These findings suggest that employee service is rated positively, particularly regarding reliability and responsiveness, whereas physical facilities require improvement. The study's results can serve as a basis for hotel management to maintain service quality and enhance areas that received relatively lower ratings.
Co-Authors Hardhita Kusdharyanto