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All Journal Destinesia : Jurnal Hospitaliti dan Pariwisata
Inti Krisnawati
Mahasiswa GMSK, IPB
Social Sciences

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Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen Room Repatriasi di El Hotel Royale Jakarta Kelapa Gading Afifah, Zahra; Krisnawati, Inti
Destinesia : Jurnal Hospitaliti dan Pariwisata Vol. 5 No. 1: September 2023
Publisher : Institut Ilmu Sosial dan Manajemen STIAMI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31334/jd.v5i1.3359

Abstract

This study aims to determine how much influence the quality of service to customer satisfaction repatriation room at EL Royale Hotel Jakarta. Data collection is done by questionnaire technique. The research method used is quantitative analysis method. The population in this study is a repatriation room visitors, with a sample of 100 respondents. The results showed that from the simple linear regression test results obtained result that the value of the regression coefficient (X) is equal to 0.303 or 30% which gives the meaning that the quality of Service (X) effect on customer satisfaction repatriation room at EL Royale Hotel Kelapa Gading. And the results of the R2 test with a value of 0.086 or 8.6% in this case indicate that the percentage of the effect of the independent variable (quality of service) to the dependent variable (customer satisfaction)is equal to 8.6%. While the remaining 91.4% is influenced or explained by other variables that are not included in this research model.
Pengaruh Kualitas Makanan Food and Beverage Departement terhadap Kepuasan Pelanggan di Oena Restoran Grand Orchardz Hotel, Jakarta Gayatri, Dewa Ayu Prajna; Krisnawati, Inti
Destinesia : Jurnal Hospitaliti dan Pariwisata Vol. 5 No. 2: Maret 2024
Publisher : Institut Ilmu Sosial dan Manajemen STIAMI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31334/jd.v5i2.3855

Abstract

In the hospitality industry, customer satisfaction is very important because it is the goal of hotel companies. Therefore, the food and beverage services provided by the food and beverage department must meet customer expectations, because customer satisfaction is the customer's emotional response in evaluating the customer experience using the services of the food and beverage department. The objects studied in this study were guests who used the services of the food and beverage department at Oena Restaurant Grand Orchardz Hotel Jakarta. This research uses quantitative methods with data collection techniques of questionnaires, observation and literature study. The sample for this study was 100 guests who used the food and beverage department at Oena Restaurant Grand Orchardz Hotel, and used the accidental sampling method. Data analysis techniques in this study used validity tests, classical assumption tests, coefficient of determination, t tests and simple linear regression analysis. Then the data is processed using IBM SPSS 26 software. The results of the calculation of the coefficient of determination (R2) have an influence on customer satisfaction, which is equal to 80%. Based on the results of simple linear regression analysis calculations with the t-test, a tcount value of 2.929 > 1.987 (ttable) was obtained with a p- value of 0.004. If the p-value is <alpha (5%), it can be interpreted that H1 is accepted while H0 is rejected or it can be interpreted that food quality (X) has an influence and is significant on customer satisfaction (Y) at Oena Restaurant grand Orchardz Hotel Jakarta
Co-Authors AFIFAH, ZAHRA Gayatri, Dewa Ayu Prajna