Kualitas Pelayanan Room Boy Terhadap Kepuasan Pelanggan di Hotel Six Senses Uluwatu Bali - Anis Darsiah; Rahmat Ingkadijaya; Ismeth Emier Osman (Pascasarjana STIE Amkop Makassar, 2023)
Penelitian ini bertujuan untuk mengetahui kualitas pelayanan room boy terhadap kepuasan pelanggan di Hotel Six Senses Uluwatu Bali. Jenis penelitian ini menggunakan deskriptif kuantitatif dengan metode analisis regresi berganda. Teknik pengumpulan data dengan menyebarkan kuisioner dengan google form. Teknik pengambilan sampel dengan menggunakan accidental sampling yaitu responden didapatkan dari kebetulan bertemu dengan peneliti di Hotel Six Senses. Populasi dalam penelitian ini adalah seluruh pengunjung yang datang ke Hotel Six Senses. Sedangkan populasi dalam penelitian ini berjumlah 100 responden. Hasil penelitian menunjukkan bahwa tangible, reliability, responsiveness, assurance, dan empathy. pihak hotel lebih meningkatkan kualitas pada aspek-aspek responsiveness (daya tanggap) kepada konsumen yaitu karyawan hotel hendaknya meningkatkan inisiatif dalam membantu konsumen, profesional dalam menjalankan tugasnya serta menciptakan suasana yang damai dan tentram agar tamu merasa nyaman. Keywords : Tangible, Reliability, Responsiveness, Assurance, Empathy, Kepuasan PelangganAbstractThis study aims to determine the quality of room boy service on customer satisfaction at the Six Senses Hotel Uluwatu Bali. This type of research uses descriptive quantitative with multiple regression analysis method. Data collection techniques by distributing questionnaires with google form. The sampling technique used was accidental sampling, where respondents were obtained by chance meeting with researchers at the Six Senses Hotel. The population in this study were all visitors who came to the Six Senses Hotel. While the population in this study amounted to 100 respondents. The results showed that tangible, reliability, responsiveness, assurance, and empathy. this hotel further improves the quality in terms of responsiveness to consumers, namely hotel employees must increase the initiative in helping consumers, professionals in running their duties and create a peaceful and serene atmosphere so that guests feel comfortable. Keywords : Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction