PENGARUH SIKAP, PELAYANAN, DAN PENAMPILAN KARYAWAN TERHADAP KEPUASAN PELANGGAN HOTEL AMARIS SIMPANG LIMA SEMARANG - Vallentina, Citra Putri; Alriani, Ida Martini (DHARMA EKONOMI, 2017)
AbstrakTujuan penelitian ini untuk menguji pengaruh Sikap, Pelayanan, dan Penampilan karyawan terhadap Kepuasan Pelanggan Hotel Amaris Simpang Lima Semarang. Sampel penelitian ini adalah pelanggan Hotel Amaris sebanyak 99 responden dengan metode incidental sampling. Metode analisis yang digunakan adalah analisis regresi berganda. Hasil pengujian hipotesis menunjukan Sikap (X1) berpengaruh positif terhadap kepuasan pelanggan (Y). Hasil pengujian hipotesis pelayan (X2) berpengaruh positif terhadap kepuasan pelanggan (Y). Hasil pengujian hipotesis penampilan karyawan (X3) berpengaruh positif terhadap kepuasan pelanggan (Y).Â Kata Kunci : Sikap, Pelayanan, Penampilan, dan Kepuasan Pelanggan AbstractThe purpose of this study to examine the effect of Attitudes, Services, and Appearance of employees to Customer Satisfaction Amaris Hotel Simpang Lima Semarang. The sample of this research is Amaris Hotel customer is 99 respondents with incidental sampling method. The method of analysis used is multiple regression analysis. Hypothesis testing results show Attitudes (X1) have a positive effect on customer satisfaction (Y). The result of hypothesis testing of waiter (X2) have positive effect to customer satisfaction (Y). Result of hypothesis test of employee appearance (X3) have positive effect to customer satisfaction (Y).Â Keywords: Attitude, Service, Appearance and Customer Satisfaction