Pengaruh Kualitas Pelayanan, Fasilitas, dan Lokasi terhadap Kepuasan Pengguna Jasa (Studi Kasus Pada Hotel Andelir Semarang)

Lies Indriyatni, Putri Indah Kusuma

Abstract

This study aims to test whether the Quality of Service, Facilities, and Location affect Service User Satisfaction at Andelir Hotel Semarang. The population in this study was calculated from the average visit of Andelir Semarang hotel service users in the January-December 2021 period. Sampling using the Slovin formula obtained a total sample of 95 respondents. The sampling technique used is non-probability sampling with a purposive sampling approach. The types of data used are primary data and secondary data. This study uses questionnaires, observations, and interviews, in collecting data. The data analysis method used is quantitative analysis, namely by testing the validity and reliability, classic assumption test, multiple regression analysis, t test and F test and test the coefficient of determination with the help of SPSS version 25. The results of this study indicate that: Service Quality has a positive and significant effect on Service User Satisfaction. Facilities have a positive and significant effect on Service User Satisfaction. Location has a positive and significant effect on Service User Satisfaction. Service Quality, Facilities, Location jointly or simultaneously have a significant effect on Service User Satisfaction. The regression equation Y = -4.753+0.185 X1+0.216 X2 +0.156 X3 +e

Keywords: Service Quality ; Facilities ; Location ; and Service User Satisfaction

Full Text:

PDF

References

Ahmad, J. (2015). Meltodel pelnelliltilan admilnilstrasil publilk teloril dan aplilkasil.

Andrilanil, R., & Pelrmana, D. (2017). Proseldur Standar Opelrasilonal Pellayanan Dilnnelr dil Gardelnila Relstaurant Amaroossa Hotell Bandung. Jurnal Kajilan Illmilah, 17(3).

Arilanto, N., & Muhammad, J. (2018). Pelngaruh Fasilliltas dan Pellayanan Telrhadap Kelpuasan Pelngunjung Pada Hotell Dharmawangsa. Jurnal Selmarak, 1(1), 108–115.

Astutil, S. P. (2014). Modul Praktilkum Statilstilka. Surakarta: Ilailn Surakarta.

Brilelr, J., & lila dwil jayantil. (2020). Pelngaruh Kualiltas Layanan, Kualiltas Produk, Dan Harga Telrhadap Kelpuasan Pellanggan Dil Café Onel Elilghtelelnth Coffelel 21(1), 1–9. http://journal.um-surabaya.ac.ild/ilndelx.php/JKM/artilclel/vilelw/2203

Dwil, V., & Safavil, R. (2021). Pelngaruh kualiltas pellayanan dan ciltra melrelk telrhadap kelpuasan konsumeln kartu prabayar Thel ilnfluelncel of selrvilcel qualilty and brand ilmagel on prelpaild card consumelr satilsfactilon. Jurnal Manajelmeln, 13(1), 142–150.

Felrdilnan, A. (2006). Meltodel Pelnelliltilan Manajelmeln: Peldoman Pelnelliltilan Unuk Skrilpsil, Telsils, dan Dilselrtail Illmu Manajelmeln. Badan Pelnelrbilt Unilvelrsiltas Dilponelgoro. Selmarang.

Ghozalil, Il. (2013). Aplilkasil Analilsils Multilvarilat delngan Program IlBM SPSS 21. Eldilsil 7, Pelnelrbilt Unilvelrsiltas Dilponelgoro, Selmarang. Quartelrly Journal of Elconomilcs, 128, 1547–1584.

Ghozalil, Il. (2016). Aplilkasil Analilsils multilvarileltel delngan program IlBM SPSS 23 (Eldilsil 8). Celtakan Kel VIlIlIl. Selmarang: Badan Pelnelrbilt Unilvelrsiltas Dilponelgoro, 96.

Ilndrasaril, M. (2019). Pelmasaran dan Kelpuasan Pellanggan. Surabaya: Uniltomo Prelss.

Ilrawan, H. (2002). 10 Prilnsilp Kelpuasan Pellanggan. Frontilelr, Ellelx Meldila Komputilndo, Jakarta.

Kotlelr dan Amstrong. (2014). Prilnsilp-prilnsilp Pelmasaran. Jillild 1 dan 2.Eldilsil 12. Jakarta: Elrlangga.

Kotlelr, P. (2008). Prilncilplel Of Markeltilng 12th Eldiltilon. Prilnsilp-prilnsilp Pelmasaran. Ahlil Bahasa: Sabran, Bob. Jakarta: Elrlangga.

Kotlelr, P. (2009). Manajelmeln Pelmasaran, Jillild 1 Eldilsil 13. Elrlangga, Jakarta.

Kotlelr, P., & Kelllelr, K. L. (2007). Manajelmeln Pelmasaran Jillild Il (eldilsil Bahasa Ilndonelsila). Jakarta: PT. Prelnhalilndo Ilndonelsila.

Kurnilawan, D. D., & Solilha, El. (2022). Pelngaruh Kualiltas Pellayanan, Fasilliltas Dan Lokasil Telrhadap Kelpuasan Pellanggan pada My Kopil O Selmarang. YUMEl : Journal of Managelmelnt, 5(1), 348–358. https://doil.org/10.37531/yumel.vxilx.553

Lupilyoadil, R. (2013). Manajelmeln Pelmasaran. Jakarta: Salelmba Elmpat.

Qomarilah, N. (2012). Pelngaruh kualiltas layanan dan ciltra ilnstiltusil telrhadap kelpuasan dan loyaliltas pellanggan (studil pada unilvelrsiltas muhammadilyah dil Jawa Tilmur). Jurnal Aplilkasil Manajelmeln, 10(1), 177–187.

Rangkutil, F. (2012). Melasurilng Customelr Satilsfactilon Telknilk Melngukur dan Stratelgil Melnilngkatkan Kelpuasan Pellanggan dan Analilsils Kasus PLN-JP. PT. Grameldila Pustaka Utama, Jakarta.

DOI: https://doi.org/10.34152/emba.v3i1.976

Refbacks

  • There are currently no refbacks.