PENGARUH TANGIBLE DAN RELIABILITY JASA HOTEL TERHADAP TINGKAT KEPUASAN KONSUMEN DI RUMAH KITO RESORT HOTEL JAMBI

Bella Ahiri Ramadani, Bella Ahiri Ramadani (2022) PENGARUH TANGIBLE DAN RELIABILITY JASA HOTEL TERHADAP TINGKAT KEPUASAN KONSUMEN DI RUMAH KITO RESORT HOTEL JAMBI. skripsi thesis, Universitas Batanghari.

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Abstract

ABSTRACT BELLA AHIRI RAMADANI/1800861201304/MANAGEMENT/2022/ THE INFLUENCE OF TANGIBLE AND RELIABILITY OF HOTEL SERVICES ON THE LEVEL OF CUSTOMER SATISFACTION AT RUMAH KITO RESORT HOTEL JAMBI/FIRST ADVISOR AHMAD TARMIZI, SE. MM/SECOND ADVISOR AKHMAD IRWANSYAH, SE. MM The depelopment of business competition in Indonesia is one of the most interesting phenomena for us to observe, one of which is the rapid development of the hospitality business making people more selective in choosing hotels as comfortable lodging places for visitors. With the developmentof the hospitality industry, there is competition between hotel companies to improve their quality in order to attract hotel guests and build a positive image. Hotel is one of businesses engaged in the service sector, especially accommodation, the market segment is guests who come for the purpose of rest or business. One of the hotels that is of concern to researchers is the 4-star Rumah Kito Resort Hotel Jambi which is a member of the Hotel Group, namely Waringin Hospitality and what is of concern to researchers is the view of Rumah Kito Resort Hotel Jambi which is not like other hotels in Jambi because it has a Resort Hotel concept that is one-of-a-kind. The other is in Jambi City. This study aims to determine the effect of tangible and reliability on consumer satisfaction simultaneously and the effect of tangible and reliability on customer satisfaction partially. The type of data used in this research is quantitative primary data regarding tabulation of data from questionnaires. The data in this study can be obtained from a questionnaire at Rumah Kito Resort Hotel Jambi. The sample of this research is Rumah Kito Resort Hotel Jambi, with a population of 13,250 people and a sample of 100 people. This study uses an analytical tool, namely multiple linear regression. The results of this study indicate that: tangibles are categorized as good with an average score of 396, reliability is categorized as good with an average score of 405, and consumer satisfaction is categorized as good with an average score of 413. Based on the results of the study, it can be concluded Based on the results of the coefficient of determination test, it can be seen that Tangible and Reliability have an influence on Consumer Satisfaction at Rumah Kito Resort Hotel by 0.506 or 50.6% stating that Tangible (X1) and Reliability (X2) variables are able to explain Customer Satisfaction (Y) of 50.6 % on the contrary 49.4% caused by other variables outside the variables studied, Based on the results of the t-test, it can be said that the t-value on the Tangible variable is 2.696 with a significant level of 0.000. Because the tcount value is 2,696 > the ttable value is 1.660 and the significant level is 0.000 < significant probability = 0.05, then H is accepted and H is rejected. While the value of tcount on the reliability variable is 5.540 with a significant level of 0.000. Because the tcount value is 5.540 > ttable 1.660 and the significant level is 0.000 < significant probability = 0.05, then H 0 is accepted and H is rejected. Keyword : Tangible, Reliability, Kepuasan Konsumen.

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