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All Journal Jurnal Penelitian Pendidikan IPA (JPPIPA) JURNAL PENDIDIKAN TAMBUSAI Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Ilmiah MADIYA: Masyarakat Mandiri Berkarya Journal of Economic, Business and Engineering (JEBE) Majalah Iptek Politeknik Negeri Medan Polimedia Journal of Management and Creative Business Jurnal Riset Manajemen dan Ekonomi Jurnal Riset Ekonomi dan Akuntansi Journal of Management Specialists
Agus Mariani Saragih
Politeknik Negeri Medan
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Journal : Journal of Management and Creative Business

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Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan pada Hotel Grandhika Setiabudi Medan Purnama Romianta Tarulina Sinaga; Agus Mariani Saragih; Erwinsyah Simanungkalit; Jumjuma Jumjuma; Nursiah Nursiah
Journal of Management and Creative Business Vol. 2 No. 4 (2024): Oktober : Journal of Management and Creative Business
Publisher : Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30640/jmcbus.v2i4.3302

Abstract

Hotel business is one of the service businesses that sells various forms of accommodation, which include elements of comfort, service, and various facilities designed for customers who require lodging facilities for both work and leisure purposes. Currently, the competition in the hotel industry is becoming increasingly fierce, making it crucial for every company to recognize the importance of customer loyalty to ensure the sustainability of their business. The quality of service provided by the company is a crucial factor in creating satisfaction for each hotel customer. This study aims to investigate how the influence of service quality, both partially and simultaneously, affects hotel customer satisfaction. The population in this study consists of Hotel Grandhika Medan guests who incidentally stayed at Hotel Grandhika Setiabudi Medan, with a sample size of 80 people selected using accidental sampling. This study is a quantitative research with data collection techniques conducted through questionnaires and literature reviews. The data analysis method in this study includes validity tests, reliability tests, class assumption tests, simple linear regression, and hypothesis tests. From the results of this study, it was found that 62.8% of customer satisfaction is explained by the service quality variable, while 37.2% is influenced by other variables not studied in this research. The results of this study show that the service quality variable has a positive and significant partial effect on hotel customer satisfaction at Hotel Grandhika Setia Budi Medan, particularly influenced by the hotel's consistent polite behavior towards customers.
Co-Authors Bernadetta Anita Jerry Simbolon Dameria Naibaho Dewi Comala Sari Enda Surbakti Enda Yunita Surbakti Fivi Rahmatus Sofiah Fivi Rahmatus Sofiyah Fivi Rahmatus Sofiyah Harris Pinagaran Nst Heddy Heddy Iriance Irwan Musriza Harahap Jamardua Haro Jenny Sari Tarigan Johannes Mario Nainggolan Jumjuma Jumjuma Jumjuma Jumjuma Jumjuma Lily M Nasution Lisa Fitria Ningsih Mardhiatul Husna Martolop Sinambela Netty Nursiah Fitri Nursiah Fitri Nursiah Nursiah Purnama Romianta Tarulina Sinaga Rikki Ricardo Limbong Riska Yunika Safaruddin Salsabilah Avan Seriyus Gulo Simanungkalit, Erwinsyah Wiana, Desri Yohanes Infan Doli