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All Journal Jurnal Pro Hukum : Jurnal Penelitian Bidang Hukum Universitas Gresik Jurnal Ekonomi, Teknologi dan Bisnis Hospitality Management and Operations Journal
Rismanto, Malik
Unknown Affiliation
Astronomy Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Mechanical Engineering

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Journal : Hospitality Management and Operations Journal

 1 
Analysis Influence Management Quality Service to Satisfaction Guests at Star Hotels Rismanto, Malik
Hospitality Management and Operations Journal Vol. 1 No. 1 (2024): Hospitality Management and Operations Journal
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/hmoj.v1i1.1

Abstract

In industry very good hospitality competitive , satisfaction visitor become factor the main thing that determines success and sustainability star hotel business . Quality the services provided by the hotel are very play a role in to form perception guests and, ultimately , determine level satisfaction they . Research This aiming For analyze influence various dimensions quality services , including reliability , assurance , responsiveness , empathy , and cleanliness , towards satisfaction guest at a star hotel post- COVID-19 pandemic. Research This use approach quantitative with design descriptive-analytic . Data collected through questionnaire distributed? to guests who have stay at several star hotels , with criteria sample use purposive sampling method . Data analysis was carried out use multiple linear regression For identify contribution of each dimension quality service to satisfaction guest . Research results show that all dimensions quality service own influence significant to satisfaction guest , with cleanliness as the most dominant factor post-pandemic , followed by reliability and responsiveness . Dimensions empathy and reassurance also contribute , but with more value? low compared to factor cleanliness . This result indicates importance improvement quality services in the area of cleanliness and speed response in management strategy hotel services for fulfil expectation more and more guests high . Research This give guide for star hotels in strengthen Power competition through management quality optimal service .
Co-Authors Febriyani, Lenie