PENGARUH DIMENSI KUALITAS PELAYANAN DAN PERCEIVED VALUE TERHADAP KEPUASAN TAMU DI GRAND BASKO HOTEL

Abstrak

ABSTRAK

Penelitian ini dilakukan karena adanya permasalahan pada kepuasan tamu terhadap kualitas pelayanan dan perceived value di Grand Basko Hotel. Penelitian ini bertujuan untuk menganalisis pengaruh dimensi kualitas pelayanan dan perceived value terhadap kepuasan tamu di Grand Basko Hotel. Penelitian ini merupakan jenis penelitian kuantitatif yang berfokus pada hubungan asosiatif kausal. Populasi yang diteliti adalah para tamu yang pernah menginap di Grand Basko Hotel, dengan jumlah sampel sebanyak 140 responden yang dipilih menggunakan teknik sampel purposive sampling. Sumber data yang digunakan adalah data primer. Data dikumpulkan melalui penggunaan kuesioner (angket) yang menggunakan skala Likert yang telah melewati uji validitas dan reliabilitas. Setelah itu, data penelitian diproses menggunakan perangkat lunak SPSS 26.00, dan hasil analisisnya disajikan dalam bentuk tabel. Temuan dari studi ini menunjukkan bahwa Dimensi Kualitas Pelayanan (X1) dinilai baik dengan persentase 36,00%, persepsi nilai (X2) juga dinilai baik dengan persentase 35,00%, dan kepuasan tamu juga dinilai baik dengan persentase 31,00%. Berdasarkan pengujian regresi liniear F 25.562 dengan sig 0,00 < 0,05 maka variabel dimensi kualitas pelayanan dan perceived value secara Bersama sama mempengaruhi kepuasan tamu dengan nilai Adj. R Square 0,261. Dimensi kualitas pelayanan dan perceived value mempengaruhi kepuasan tamu secara signifikan sebesar 26,1% dan 73,9% oleh faktor lainnya.

ABSTRACT

This research was conducted because there were problems with guest satisfaction regarding service quality and perceived value at the Grand Basko Hotel. This research aims to analyze the influence of service quality and perceived value dimensions on guest satisfaction at the Grand Basko Hotel. This research is a type of quantitative research that focuses on causal associative relationships. The population studied were guests who had stayed at the Grand Basko Hotel, with a total sample of 140 respondents selected using a purposive sampling technique. The data source used is primary data. Data was collected through the use of a questionnaire using a Likert scale which has passed validity and reliability tests. After that, the research data was processed using SPSS 26.00 software, and the analysis results were presented in table form. The findings from this study show that the Service Quality Dimension (X1) is rated as good with a percentage of 36.00%, perceived value (X2) is also rated as good with a percentage of 35.00%, and guest satisfaction is also rated as good with a percentage of 31.00%. Based on linear regression testing F 25,562 with sig 0.00 < 0.05, the dimensional variables of service quality and perceived value together influence guest satisfaction with the Adj value. R Square 0.261. The dimensions of service quality and perceived value significantly influence guest satisfaction by 26.1% and 73.9% by other factors.