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All Journal Sammajiva: Jurnal Penelitian Bisnis dan Manajemen Intellektika: Jurnal Ilmiah Mahasiswa
Febyola Puspa Dewani
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Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Di Grand Laguna Hotel & Villa Febyola Puspa Dewani; Enik Tri Afrika; Rayhan Gunaningrat
Intellektika : Jurnal Ilmiah Mahasiswa Vol. 2 No. 1 (2024): Januari : Jurnal Ilmiah Mahasiswa
Publisher : STIKes Ibnu Sina Ajibarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59841/intellektika.v2i1.804

Abstract

The purpose of conducting this research is to collect information that will be used to analyze the influence of service quality and customer satisfaction on customer loyalty at the Grand Laguna Hotel & Villa. And it is hoped that it can help companies solve the problems they face according to the topic chosen by the author, by analyzing, especially information and data regarding the influence of service quality and customer satisfaction on customer loyalty. In this research the method used is quantitative. The population in this study were all customers of the Grand Laguna Hotel & Villa. According to data from HRD Grand Laguna Hotel & Villa. The sample in this study was 66 respondents. The data analysis used is multiple regression analysis, multiple correlation, coefficient of determination f test and t test. There is a positive and significant influence of service quality on customer loyalty. There is a positive and significant influence of satisfaction on customer loyalty. Service quality and satisfaction together have a positive and significant influence on customer loyalty. The SPSS output results of the F test show that the calculated F value is 238,399, which is > 2,700 with a significant value of 0.000 < 0.05, so it can be concluded that service quality and customer satisfaction have a simultaneous influence on customer loyalty. Based on the T test results in the coefficients table, partial test results can be seen as follows. Service quality (X1) has a T count of 1.166 < T table 1.660, a large significance value of 0.247 > 0.05, so the service quality variable has no effect on customer loyalty. Customer satisfaction (X2) has a calculated T of 8.850 > T table of 1.660, a significance value of 0.000 < 0.05, so the customer satisfaction variable has a significant influence on customer loyalty. Customer satisfaction (X2) has a calculated T of 8.850 > T table of 1.660, a significance value of 0.000 < 0.05, so the customer satisfaction variable has a significant influence on customer loyalty.
Dampak Kecerdasan Emosional, Budaya Organisasi dan Gaya Kepemimpinan terhadap Organizational Citizenship Behavior pada Pegawai Febyola Puspa Dewani; Agus Suyatno; Esti Dwi Rahmawati
Sammajiva: Jurnal Penelitian Bisnis dan Manajemen Vol. 2 No. 3 (2024): September : SAMMAJIVA : Jurnal Penelitian Bisnis dan Manajemen
Publisher : Institut Nalanda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47861/sammajiva.v2i3.1211

Abstract

The purpose of this study is to analyze the influence of Emotional Intelligence, Organizational Culture and Leadership Style on Organizational Behavior in Employees of Grand Laguna Hotel and Villa Karanganyar.The approach used in this study uses Multiple Linear Regression analysis technique with the population of all employees of Grand Laguna Hotel and Villa Karanganyar The sample of this study is 50 respondents who work at Grand Laguna Hotel and Villa Karanganyar.Technique Data collection in this study used a questionnaire and was processed using IBM SPSS Statistic 25. The conclusion of the results of this study is that there is an influence of the three independent variables on the dependent variables studied in this study. Emotional Intelligence, Organizational Culture, and Leadership Style have a positive and significant effect on Organizational Citizenship Behavior.
Co-Authors Agus Suyatno Enik Tri Afrika Esti Dwi Rahmawati Rayhan Gunaningrat