PENGARUH TANGIBLE DAN RESPONSIVENESS JASA HOTEL TERHADAP TINGKAT KEPUASAN PENGUNJUNG DI ASTON HOTEL JAMBI

Withen Reigen, Withen Reigen (2021) PENGARUH TANGIBLE DAN RESPONSIVENESS JASA HOTEL TERHADAP TINGKAT KEPUASAN PENGUNJUNG DI ASTON HOTEL JAMBI. skripsi thesis, Universitas Batanghari.

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Abstract

ABSTRACT Withen Reigen/1600861201006/2021/Faculty of Economics, Management/ Marketing/ THE EFFECT OF TANGIBLE AND RESPONSIVENESS OF HOTEL SERVICES ON VISITORS' SATISFACTION LEVEL AT ASTON HOTEL JAMBI /1 st Advisor Pupu Sopini, SE,MM/ 2 Advisor Akhmad Irwansyah S,SE, MM. Aston Hotel Jambi is a company engaged in the service sector. To create visitor satisfaction, quality service is needed. Because if the quality of service is quality, then visitor satisfaction will increase and is always maintained. The reason for doing this research is because there are still some complaints from visitors to Aston Hotel Jambi related to the facilities and services at Aston Hotel Jambi. In this study, the author uses multiple linear regression analysis methods, correlation coefficient, coefficient of determination, f test and t test for primary data, the authors obtain it from questionnaires distributed to consumers with a population of 100 people and for secondary data obtained from ecyclopedia books and scientific papers. Aston Jambi Hotel & Conference Center opened on November 30, 2013. Very strategically located not so far from the city center of Jambi. The address is at Jl. Sultan Agung No.99, Pure, Kec. Telanaipura, Jambi City, this hotel is only about 5 minutes to shopping centers and business areas, 7 minutes to government offices, and 15 minutes to the airport. The location is surrounded by local & national food houses and some Jambi Traditional Batik Shops. The results showed that there was a significant effect between tangible and responsiveness on visitor satisfaction at Aston Hotel Jambi with t-test results (2.809) > 1.984 and (4.110) > 1.984. The results of multiple linear regression Y= 0.821+0.248.X1+0.454.X2 showed positive results, meaning that there was an effect of service quality on customer satisfaction. The correlation coefficient is 0.665, meaning that there is a close relationship between service quality and customer satisfaction. Based on the research results of the management of Aston Hotel Jambi in order to pay attention to the issue of service quality on the consistency of providing the best service and existing facilities, it is hoped that the company will make employees more consistent to provide the best service and improved facilities. Keywords: Tangible, Responsiveness, Visitor Satisfaction

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