Pengaruh Kualitas Pelayanan terhadap Kepuasan Tamu Hotel 101 Surya Kencana Bogor
DOI:
https://doi.org/10.31004/jptam.v6i2.4914Keywords:
Kualitas, Kepuasan, PelayananAbstract
Penelitian ini mengkaji tentang bagaimana kajian literatur mengenai pengaruh dari kualiatas pelayanan yang dimiliki oleh Hotel 101 Surya Kencana Bogor terhadap kepuasan tamu hotel. Penelitian deskriptif adalah penelitian yang digunakan peneliti pada penelitian ini. Instrumen penelitian yang digunakan adalah kuesioner dengan tiga fokus kajian yakni seberapa cepat pelayanan, tingkat keramahan serta pelayanan yang menyelesaikan masalah. Selanjutnya, peneliti mendeskripsikan fakta, data dan insormasi yang diperoleh dari kajian kepustakaan seperti buku, jurnal hingga hasil penelitian yang berhubungan denga topik penelitian. Pada penelitian ini dijelaskan bahwasannya beberapa penelitian terkait hubungan antara kualitas pelayanan terhadap kepuasan pelanggan menunjukkan hasil yang positif dan signifikan. Setelah dilakukan penelitian variabel ini di Hotel 101 Surya Kencana Bogor hasil yang diperoleh adalah sejalan dengan beberapa penelitian lainnya. Kepuasan tamu hotel sangat dipengaruhi oleh kualitas pelayanan yang diberikan oleh pegawai hotel. Dari ketiga fokus kajian diketahui bahwasannya pelayanan yang ramah menjadi factor yang paling berpengaruh terhadap kepuasan pelanggan. Dilanjutkan dengan pelayanan yang cepat serta pelayanan yang dapat menyelesaikan masalah. Melihat hasil ini, pihak hotel yakni manajemen pelayanan harus berusaha lebih baik dalam meningkatkan pelayanan terkait ketiga factor ini agar tujuan dari pihak hotel bisa terwujudkan.
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