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Jelly Netty Sendow
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Social Sciences

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KUALITAS PELAYANAN, FASILITAS HOUSEKEEPING DAN PENGARUHNYA TERHADAP KEPUASAN TAMU DI HOTEL GRAN PURI MANADO Jeskrispen Lagarense; Tedy Valens Silape; Jelly Netty Sendow; Hiskia Damongilala
Jurnal Hospitaliti Vol. 4 No. 2 (2025): Jurnal Hospitaliti
Publisher : UPT Penelitian Sekolah Tinggi Ilmu Pariwisata Manado

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The hospitality industry is facing increasingly intense competition, making service quality and facilities key factors in maintaining guest satisfaction. This study aims to analyze the effect of service quality and housekeeping facilities on guest satisfaction at Gran Puri Hotel Manado. This research employs a quantitative approach using a survey method. The research population consists of guests staying at Gran Puri Hotel Manado, with a sample of 40 respondents selected through purposive sampling. The results indicate that: (1) service quality has a positive and significant effect on guest satisfaction, with a calculated t-value of 3.0766 > t-table 2.050 and a significance value of 0.015 < 0.05; (2) housekeeping facilities have a positive and significant effect on guest satisfaction, with a calculated t-value of 4.177 > t-table 2.050 and a significance value of 0.000 < 0.05; (3) service quality and housekeeping facilities simultaneously have a significant effect on guest satisfaction, with a calculated F-value of 484.521 and a significance value of 0.000 < 0.05. The adjusted R² value of 0.748 indicates that 74.8% of the variation in guest satisfaction can be explained by the two independent variables. Therefore, the hotel is recommended to continuously improve service quality through employee training and to enhance housekeeping facilities in accordance with appropriate standard operating procedures to increase guest satisfaction.
POTENSI DAN TANTANGAN PENGEMBANGAN INDUSTRI MICE DI SULAWESI UTARA: ANALISIS DAYA SAING DESTINASI Bet El Silisna Lagarense; Tedy Valens Silape; Sri Martini; Jelly Netty Sendow
Jurnal Hospitaliti Vol. 4 No. 2 (2025): Jurnal Hospitaliti
Publisher : UPT Penelitian Sekolah Tinggi Ilmu Pariwisata Manado

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Abstract

The MICE (Meeting, Incentive, Convention, and Exhibition) industry has become a strategic tourism segment in driving regional economic growth. This research aims to analyze the potential and challenges of MICE industry development in North Sulawesi and examine destination competitiveness within the context of national and regional MICE markets. North Sulawesi possesses geographical advantages as the gateway to Eastern Indonesia, supported by adequate hotel infrastructure and international accessibility through Sam Ratulangi International Airport. However, MICE development in this region still faces various challenges including limited large-capacity convention venues, suboptimal stakeholder coordination, and restricted destination promotion. Employing a qualitative descriptive analysis approach and destination competitiveness assessment, this research identifies key factors affecting MICE development in North Sulawesi. The findings indicate that although North Sulawesi has significant potential in tourism attractions, culture, and regional connectivity, a comprehensive development strategy is required encompassing MICE infrastructure enhancement, human resource capacity building, and synergy among government, hospitality industry, and business operators. This research is expected to provide strategic recommendations for sustainable MICE industry development in North Sulawesi.
Co-Authors Bet El Silisna Lagarense, Bet El Silisna Hiskia Damongilala Jeskrispen Lagarense Sri Martini Tedy Valens Silape