ANALISA GUEST EXPERIENCE TERHADAP GUEST SATISFACTION PADA HOTEL MAJAPAHIT SURABAYA MANAGED BY ACCORHOTELS - Deska Andriani Koentjoro; Laurensia Giovanni Chandra (Jurnal Hospitality dan Manajemen Jasa, 2017)
Penelitian ini dilakukan untuk mengetahui pengaruh komponen-komponen pembentukguest experience terhadap guest satisfaction pada Hotel Majapahit Surabaya Managed byAccorHotels. Data diambil dari 105 orang responden yang pernah menginap di HotelMajapahit Surabaya Managed by AccorHotels dengan menggunakan teknik purposivesampling. Teknik analisa data yang digunakan adalah analisis regersi linear berganda. Hasilpenelitian menunjukkan bahwa pengalaman yang dibentuk oleh service product, servicescape,dan service delivery system berpengaruh secara positif terhadap guest satisfaction. Variabelservicescape saja yang berpengaruh signifikan dan dominan. This study was conducted to determine influences of each guest experienceforming components on guest satisfaction at Hotel Majapahit Surabaya Managed byAccorHotels. Data were collected from 105 respondents who had stayed at Majapahit HotelSurabaya using a purposive samping technique. The data analysis technique used in thisresearch is a multiple linear regression. The result show that the experience formed byservice product, servicescape, and service delivery system positively influence guestsatisfaction. Servicescape variable have a significant and dominant effect.