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All Journal Buletin Ekonomi Fundamental Management Journal Jurnal Dinamika Pendidikan IJHCM (International Journal of Human Capital Management) Jurnal Manajemen Pendidikan Jurnal Kreativitas PKM Jurnal Ekobis : Ekonomi Bisnis & Manajemen Jurnal ComunitA Servizio Golden Ratio of Community Services and Dedication Eduvest - Journal of Universal Studies Journal of Islamic Economics and Finance fundamental management journal Jejak digital: Jurnal Ilmiah Multidisiplin Jurnal Ilmu Sosial dan Humaniora
Edison Siregar
Universitas Kristen Indonesia
Aerospace Engineering Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Languange, Linguistic, Communication & Media Library & Information Science Medicine & Pharmacology Neuroscience Nursing Public Health Social Sciences Other

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ANALISIS PENGARUH KOMPETENSI KARYAWAN DAN DISIPLIN KERJA TERHADAP KUALITAS PELAYANAN KARYAWAN HOTEL XYZ DEPOK Tridayana Sitanggang; Edison Siregar; Poerwaningsih S. Legowo
Fundamental Management Journal Vol. 11 No. 1 (2026): ISSN:2540-9220 (Online) APRIL 2026
Publisher : Universitas Kristen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33541/fjm.v11i1.8026

Abstract

The main objective of this research is to identify the extent to which employee competence and work discipline affect service quality at Hotel XYZ Depok. In the hospitality industry, service quality is a strategic aspect that heavily depends on the role of human resources. This study employs a quantitative approach with an associative design to analyze the relationships among variables. The research involved 128 hotel customers selected based on their direct experience in receiving services, using a questionnaire measured with a 5-point Likert scale. The instrument testing results indicate that all items are valid and reliable, as shown by Cronbach’s Alpha values exceeding 0.6 for all variables. Furthermore, multiple linear regression analysis was applied with the assistance of IBM SPSS Statistics version 30 to obtain hypothesis testing results.Employee competency showed a significant positive influence on employee service quality (β = 1.213; t = 7.555; p < 0.001). Work discipline also had a significant positive influence (β = 0.578; t = 5.669; p < 0.001). Simultaneously, both variables significantly influenced employee service quality (F = 203.157; p < 0.001) with a coefficient of determination R² = 0.765, explaining 76.5% of the variance in employee service quality. The contribution of this research provides understanding for hotel management to improve service quality through employee competency development and work discipline strengthening as an effective operational strategy. Keywords: employee competency, work discipline, employee service quality, hospitality industry
Co-Authors Adisti Ratna Puri Allo, Yusuf Rombe M. Arsidin Batubara Belinda Oktavian Fakhrurrozi Fery Tobing Fery Tobing Ganda T. Hutapea Hendrikus Male Imelda Imelda Martauli Pardede Julita Juwita Handayani Lis Sintha Oppusunggu Lis Sintha Oppusungu Lumbantoruan, Jitu Halomoan Marthauli Perdede Melda Rumia Rosmery Simorangkir Muchlis R. Luddin Nursalamah Nursalamah Nursalamah Poerwaningsih S. Legowo Putri Lestari Putri Saraswati Reygita Bintang Mutiara Riwandari Juniasti Ronaldus Boli Emar Ruth Elisabet Rosemary Suci Edelwes Harahap Theresia Elisa Agustina Silaban Thomas Suyatno Tridayana Sitanggang Trihanna Kezya Rima