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All Journal Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan
Oktavian Adit Saputra
Sekolah Tinggi Ilmu Ekonomi IBMT Surabaya
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Kualitas Pelayanan terhadap Kepuasan Tamu di Riche Heritage Hotel Malang Oktavian Adit Saputra
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Vol. 5 No. 3 (2026): Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jempper.v5i3.7861

Abstract

This study aims to examine the effect of service quality on guest satisfaction at Riche Heritage Hotel Malang. The background of this research is based on the importance of maintaining service quality in the hospitality industry, particularly in ensuring guest comfort through reliable facilities, room cleanliness, and staff readiness in delivering services. These aspects are considered essential because guest satisfaction is closely related to the quality of services provided during their stay. This research employed a quantitative approach. Primary data were collected through questionnaires distributed to 70 respondents who had stayed at Riche Heritage Hotel Malang. The sampling technique used was accidental sampling. The collected data were analyzed using SPSS through validity testing, reliability testing, classical assumption tests, simple linear regression analysis, and t-test. The results indicate that service quality has a positive and significant effect on guest satisfaction. The regression equation obtained is Y = 3.053 + 0.709X. The regression coefficient of 0.709 indicates that every improvement in service quality is followed by an increase in guest satisfaction. Furthermore, the t-test result shows that the calculated t-value (9.417) is greater than the t-table value (1.995) with a significance level of < 0.001, indicating that the proposed hypothesis is accepted. The coefficient of determination (R Square) is 0.566, which means that service quality explains 56.6% of the variation in guest satisfaction, while the remaining 43.4% is influenced by other variables not examined in this study. Therefore, improving service quality is expected to enhance guest satisfaction at Riche Heritage Hotel Malang.
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