Jurnal Ilmiah Hospitality Management
Vol 7 No 2 (2017)

PENGARUH KUALITAS PELAYANAN RBC DAN FOC TERHADAP KEPUASAN KONSUMEN HOTEL DI KABUPATEN BADUNG

Ida Ayu Agung Ngurah Indrawati (Sekolah Tinggi Pariwisata (STP) Nusa Dua Bali)



Article Info

Publish Date
05 Feb 2018

Abstract

The purpose of this research was to examine the effect of restaurant and bar cashier and front office cashier service on customer satisfaction. The research method used was Non Probability Sampling technique by using Accidental Sampling as the sampling method. The research was conducted in four and five star hotels in Badung regency, period of 1 September until 1 October 2015. Data collection techniques used were interview, observation, and literature study. Meanwhile, descriptive and multiple linear regression were used as data analysis technique. The result showed that the restaurant and bar cashier and front office cashier service quality had a positive and significant effect on customer satisfaction.With the regression equation is: Customer Satisfaction = 9,947 - 0,193 KKD + 0,314 KRB + e, or can be interpreted that if the independent variable was considered fixed, then the consumer satisfaction would increase 9.947. If the front office cashier service was increased by one unit, then the consumer satisfaction would l increase by 0.187 units. If the restaurant and bar cashier service was increased by one unit, then the consumer satisfaction would increase by 0.314 units.

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Journal Info

Abbrev

JIHM

Publisher

Subject

Social Sciences

Description

JIHM merupakan wadah kreatifitas dosen dalam menulis karya ilmiah dalam rangka memenuhi kewajiban Tri Dharma Perguruan Tinggi dan sebagai informasi ilmiah yang bisa dikembangkan bersama untuk tujuan pengalaman pengetahuan di kampus. JIHM berkomitmen merangsang penelitian berdampak tinggi dan ...