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All Journal Media Wisata Jurnal Manajemen Perhotelan dan Pariwisata Jurnal Cahaya Mandalika JURNAL PENGABDIAN KEPADA MASYARAKAT CAHAYA MANDALIKA (ABDIMANDALIKA) Batara Wisnu : Indonesian Journal of Community Services Bussman Journal : Indonesian Journal of Business and Management Jurnal Mata Pariwisata Jurnal Keker Wisata: Kegiatan Pengabdian Kepada Masyarakat SWADIMAS: JURNAL PENGABDIAN KEPADA MASYARAKAT Mabha Jurnal Asian Journal of Management, Entrepreneurship and Social Science
Lapotulo, Nensi
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Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Public Health Social Sciences Transportation Other

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The Influence of Service Quality on Visitor Satisfaction at Tiban Global Night Market Shopping Tourism in Batam Lapotulo, Nensi; Afriani, Miratia; Sukmamedian, Haufi; Saputra, Eryd
Jurnal Cahaya Mandalika ISSN 2721-4796 (online) Vol. 3 No. 3 (2022)
Publisher : Institut Penelitian Dan Pengambangan Mandalika Indonesia (IP2MI)

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Abstract

This research is based on shopping tourism that is currently growing, where visitor satisfaction is a climax of shopping tourism that provided service quality. This research aims to find out the influence of service quality on visitor satisfaction at Tiban Global night market as a shopping tourism located in Batam City of Indonesia, by using quantitative methods. The respondents taken in this study were 76 respondents. The data analysis techniques used are classical assumption tests, partial hypothesis tests and determination coefficient (R2) tests. While the data used in the study is primary data with questionnaire filling which is shared directly with visitors. The results of this study found that data processed by statistical means showed service quality variables with indicators, physical evidence, responsiveness, reliability, assurance and empathy had a significant influence on visitor satisfaction variables where t-count values of 9,247 and t-tabels of 1,993 (9,247>1,993) and significant values of service quality of 0,000<0.05 which means H0 was rejected and Ha accepted. The research analyzed data found that reliability is the most positively responded indicator of service quality. Conformity to expectations is the most positively responded indicator of visitor satisfaction. Service quality significantly influences visitor satisfaction, as the t-count value is greater than the t-table value. The determinant coefficient test revealed that service quality has a significant influence on visitor satisfaction, with an R2 value of 53.6%. The research concludes that service quality has a significant impact on visitor satisfaction at the Tiban Global night market, but there are still other independent variables not examined in this study that influence the remaining 56.4% of visitor satisfaction.
PERAN MANAJEMEN SANITASI KAMAR SEBAGAI FAKTOR PENENTU REPUTASI BEVERLY HOTEL BATAM Saputra, Andre; Lapotulo, Nensi
Mabha Jurnal Vol 6 No 2 (2025): November 2025
Publisher : Akparta Mandala Bhakti Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70018/mb.v6i2.104

Abstract

Penelitian ini bertujuan untuk menganalisis peran manajemen sanitasi kamar sebagai faktor penentu reputasi Beverly Hotel Batam dengan menelaah standar ukuran kebersihan yang diterapkan, konsistensi penerapannya oleh staf housekeeping, dan persepsi tamu terhadap kualitas kebersihan hotel. Permasalahan utama yang diangkat adalah adanya ketidaksesuaian antara penerapan standar operasional prosedur (SOP) kebersihan dan penerapan praktik oleh staf housekeeping, yang kemudian memengaruhi persepsi tamu terhadap kualitas sanitasi kamar dan berdampak pada reputasi hotel di platform ulasan daring. Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan teknik purposive sampling yang melibatkan dua belas informan, terdiri atas pihak manajemen, staf housekeeping, dan tamu hotel. Data dikumpulkan melalui wawancara mendalam, observasi partisipatif, dan studi dokumentasi, kemudian dianalisis secara tematik dengan model analisis interaktif Miles, Huberman, dan Saldaña. Hasil penelitian menunjukkan bahwa penerapan SOP kebersihan telah dilakukan secara rutin, namun belum sepenuhnya konsisten pada tingkat pelaksanaan di lapangan. Faktor kompetensi dan pelatihan staf menjadi penentu utama keberhasilan manajemen kebersihan, sementara transparansi komunikasi hotel kepada tamu berpengaruh signifikan terhadap persepsi reputasi. Sebagian besar tamu memberikan penilaian positif terhadap upaya kebersihan, meskipun masih ditemukan kekurangan kecil pada beberapa aspek detail kamar. Penelitian ini menyimpulkan bahwa reputasi hotel sangat dipengaruhi oleh sinergi antara manajemen kebersihan, kompetensi sumber daya manusia, dan strategi komunikasi layanan. Dengan memperkuat tiga aspek tersebut, Beverly Hotel Batam dapat meningkatkan citra profesional dan kepercayaan tamu dalam jangka panjang.
Co-Authors Afriani, Miratia Andri Wibowo Asman Abnur, Asman Budhiartha, I Nyoman Cherryline, Violetta DAILAMI Dailami - Elvia Ratna Sari Eryd Saputra I Wayan Thariqy Kawakibi Pristiwasa I Wayan Thariqy Kawakibi Pristiwasa, I Wayan Thariqy Kurnia, Okki Lubis, Taufik Bachrul Ulum Lumbantobing, Emmanuella Juin Mulyadi Mulyadi Pratama, Tito Pristiwasa, I Wayan Thariqy Kawakibi Rita Rita, Rita Saputra, Andre Simangunsong, Estheria Morhencie Simatupang, Devid Trinaldo Sukmamedian, Haufi Thandzir, Moh Widi Hardini, Widi Yusuf, Abd Rahman