Pengaruh Fasilitas Pendukung Fisik dan Kualitas Pelayanan terhadap Kepuasan Tamu Menginap di Ocean Beach Hotel Padang

Raisya Rasheka Ramadhanti; Youmil Abrian

doi:10.59581/jmpp-widyakarya.v1i4.1622

Authors

Raisya Rasheka Ramadhanti Universitas Negeri Padang
Youmil Abrian Universitas Negeri Padang

DOI:

https://doi.org/10.59581/jmpp-widyakarya.v1i4.1622

Keywords:

Physical Evidence, Service Quality, Guest Satisfaction

Abstract

This research is motivated by a phenomenon related to guest satisfaction stayed at Ocean Beach Hotel Padang, where the were several complaints regarding the physical evidence and quality of service. This research purpose to reveal the physical evidence and quality of service effect on the satisfaction from guest staying at Ocean Beach Hotel Padang. This research type is associative research using quantitative data. The method used in this research is a survey method by distributing questionnaires. The research population were guests who had stayed at least once with a sample of 240 respondents. The technique for sampling is non probability sampling through purposive sampling technique. Collecting data in this study using a questionnaire with five answer choices. This study was adapted from previous research and has been tested for validity and reliability. Data analysis used linear regression analysis. The research results indicate that physical evidence (X1) effect om guest satisfaction (Y) and quality of service (X2) has an effect on satisfaction from guest (Y). This can be seen with a small sig value of 0.05.

References

A Parasuraman, Zeithaml, V.A. dan Berry, L.L. 2008. Delivering Quality Service: Balancing Customer Perceptions and Expections. The free press, New York: NY

Ghozali, Imam. 2018. Aplikasi Analisis Multivariate dengan Program IBM SPSS 25. Semarang: Badan Penerbit Universitas Diponegoro.

Gofur, A. (2019). Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Pelanggan. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 4(1), 37-44.

Haryanto, Edy. 2013. Kualitas Layanan, Fasilitas dan Harga Pengaruhnya Terhadap Kepuasan Pengguna Jasa Layanan Pada Kantor Samsat Manado. Jurnal Ekonomi Manajemen dan Bisnis Akuntansi. Hal: 750-760, Vol 1 No. 3

Hidayah, Nurdin. 2019. Pemasaran Destinasi Pariwisata. Bandung: CV Alfabeta

Hoffman, K. D., & Bateson J. E. G. 2011. Services Marketing. Australia: South Western Cengange Learning.

Hurdawaty dan Parantika. 2018. Manajemen Penyelenggaraan Hotel. Bandung: Alfabeta.

Lidyana, N., & Wulandari, I. 2018. Faktor-Faktor yang Mempengaruhi Kepuasan Pelanggan pada Hotel Tampiarto Kota Probolinggo. Jurnal Ekonomi dan Bisnis Islam, Vol. 4(1)

Maulana, A. S.2016. Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan PT. TOI. Jurnal Ekonomi Universitas Esa Unggul, 7(2), 78663.

Rusydi. 2017. Manajemen Pemasaran. Bandung: Alfabeta.

Setyo, Purnomo Edwin. 2017. Pengaruh Kualitas Produk dan Harga Terhadap Kepuasan Konsumen Best Autoworks. Jurnal Manajemen. Hal: 755-764, Vol. 1

Sholeha, dkk. 2018. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Ahass Sumber Jaya Maha Sakti Kecamatan Rogojampi Kabupaten Banyuwangi. Jurnal Pendidikan Ekonomi. Hal: 15-25, Vol. 12 (1)

Simangunsong, M.2018. Pengaruh People, Process dan Physical Evidence Terhadap Kepuasan Konsumen (Studi pada Konsumen Brooklyn Barbershop Jln. Letjen S Parman No. 188 A/B Medan) (Doctoral dissertation).

Sugiyono. 2017. Metode Penelitian Kuantitatif, Kualitatif, R & D. Bandung: Alfabeta.

Sugiyono. 2018. Metode Penelitian Kuantitatif. Bandung: Alfabeta.

Santa Yesinda, I., & Murnisari, R. (2018). Pengaruh Fasilitas Dan Kualitas Pelayanan Terhadap Kepuasan Pasien Jasa Rawat Jalan Pada Puskesmas Kademangan Kabupaten Blitar. Jurnal Penelitian Manajemen Terapan (Penataran), 3(2), 206-214.

Swastha, B., dan Handoko, T. H. 2014. Manajemen Pemasaran Analisis Perilaku Konsumen. Yogyakarta: BPFE.

Syaifullah, S., & Mira, M. 2018. Pengaruh Citra Merek Dan Kualitas Pelayanan Terhadap Kepuasan Nasabah PT Pegadaian (Persero) Batam. Batam: Jurnal Manajemen, Vol. 6 (2)

Sumarwan. 2012. Perilaku Konsumen Teori dan Penerapannya Dalam Pemasaran. Bogor: Ghalia Indonesia.

Trianah, L., Pranitasari, D., & Marichs, S. Z. (2017). Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan. Jurnal STEI Ekonomi, 26(01), 105-122