PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN TAMU AW HOTEL SYARIAH DI KUALA TUNGKAL KABUPATEN TANJUNG JABUNG BARAT PROVINSI JAMBI

WINDI WULANDARI, 1900861201220 (2023) PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN TAMU AW HOTEL SYARIAH DI KUALA TUNGKAL KABUPATEN TANJUNG JABUNG BARAT PROVINSI JAMBI. skripsi thesis, Universitas BATANGHARI Jambi.

Text (PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN TAMU AW HOTEL SYARIAH DI KUALA TUNGKAL KABUPATEN TANJUNG JABUNG BARAT PROVINSI JAMBI) Windi Wulandari.pdf - Published Version Download (2MB)

Abstract

ABSTRACT The service quality dimension plays a very important role in customer satisfaction. Therefore, the purpose of this study was to describe the dimensions of service quality and guest satisfaction of AW Hotel Syariah in Kuala Tungkal Tanjung Jabung Barat Jambi Province, and to analyze the effect of the dimensions of service quality on guest satisfaction AW Hotel Syariah in Kuala Tungkal Tanjung Jabung Barat Jambi Province simultaneously and partially. The research method in this research is descriptive and quantitative method. Distribution of questionnaires with a total population in this study were all guests at AW Hotel Syariah in Kuala Tungkal, West Tanjung Jabung Regency, Jambi Province in 2022 as many as 1,895 people, so the formula used to find samples according to Sarwono (2012: 24) so that the sample in this study amounted to 95 respondents. Data analysis used SPSS Ver 22 and used a multiple linear regression model with the results calculated Y = a+b1.X1+b2X2+b3X3+b4X4+b5X5. A multiple linear regression model with the result Y = 2.832+0.248X1+0.533X2+0.175X3+0.726X4+0.507X5. The Tangible regression coefficient (X1) is 0.248, the Reliability regression coefficient (X2) is 0.533, the Responsiveness regression coefficient (X3) is 0.175, the Empathy regression coefficient (X4) is 0.726 and the Assurance regression coefficient (X5) is 0.507. The coefficient of determination = R square (R2) of 0.706 this number states that the variables Tangible (X1), Reliability (X2), Responsiveness (X3), Emphaty (X4), and Assurance (X5) are able to influence Customer Satisfaction (Y) by 70, 6% on the other hand 29.4% is caused by other variables outside the variables studied such as: price, promotion, location etc.. Tangible variables (X1), reliability (X2), responsiveness (X3), empathy (X4), and assurance (X5) simultaneously have a significant effect on consumer satisfaction (Y). Tangible variables (X1), reliability (X2), responsiveness (X3), empathy (X4), and assurance (X5) partially have a positive and significant effect on consumer satisfaction (Y). Keywords : Service Quality, Customer Satisfaction

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