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All Journal Pendas : Jurnah Ilmiah Pendidikan Dasar Journal of Multi Disciplines Science
Tenda, Mirjam P.
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Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Nursing Other

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The Influence of Discipline on Service Quality among Aryaduta Manado Hotel Bar Employees Sadjab, Wahyu Pratama; Tenda, Mirjam P.; Lumare, Mercy A.; Sinolungan, Linda
Journal of Multi-Disciplines Science Vol. 2 No. 1 (2024): Journal of Multi-Disciplines Science
Publisher : Indo Consultan Energi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59921/icecomb.v2i1.26

Abstract

Hotels are a type of accommodation that is vital to tourism development. The quality of service in hotel entities is an essential point that management needs attention to. This research examines the influence of discipline on service quality among employees of the Aryaduta Manado Hotel. This research uses a qualitative method with a descriptive approach. A descriptive approach is used to explain the research theme. Data was obtained through interviews and observations of the Bar Hotel Aryaduta Manado employees. The research results show that discipline influences the quality of employee service. The hotel industry must pay primary attention to work discipline, contributing to employee performance.
ANALISIS EFEKTIVITAS PENERAPAN STANDAR OPERASIONAL PROSEDUR (SOP) PADA RESTORAN SQUARE DI NOVOTEL MANADO GOLF RESORT & CONVENTION CENTER Mewengkang, Meilan; Lumare, Mercy; Tenda, Mirjam P.
Pendas : Jurnal Ilmiah Pendidikan Dasar Vol. 11 No. 02 (2026): Volume 11 Nomor 02, Juni 2026 Published
Publisher : Program Studi Pendidikan Guru Sekolah Dasar FKIP Universitas Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23969/jp.v11i02.55021

Abstract

Service delivery at Square Restaurant of Novotel Manado Golf Resort & Convention Center still revealed a gap between the established Standard Operating Procedure (SOP) and its day-to-day execution, particularly across the stages of welcoming the guest, order taking, anticipating guests needs, cashier billing, and farewell the guest. This study was designed to assess how effectively the SOP is implemented within the restaurant service operation. A quantitative approach combining descriptive and associative methods was applied, involving all fourteen permanent employees as respondents through total sampling. Data were obtained from questionnaires, direct observation, documentation, and a literature review, then processed using validity and reliability testing, a normality test, simple linear regression, the t-test, and the coefficient of determination with IBM SPSS Statistics 30. The analysis generated the regression model Y = 19.081 + 0.571X, while the t-test produced a calculated value of 4.898, exceeding the critical value of 2.179 at a significance level of 0.000. The coefficient of determination reached 0.667, indicating that SOP implementation explained 66.7% of service effectiveness, with the remaining 33.3% attributable to factors outside this study. The results confirm that a consistent and disciplined application of the SOP meaningfully strengthens service effectiveness, even though several stages, especially repeat order, table check, and farewell the guest, still call for greater consistency.
Co-Authors Lumare, Mercy Lumare, Mercy A. Mewengkang, Meilan Sadjab, Wahyu Pratama Sinolungan, Linda