PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN TAMU PENGGUNA MEETING ROOM DI HOTEL ARYADUTA JAKARTA

Abstract

Hotel is an accommodation service that provides various services and
accommodation facilities to meet the needs of guests, both for family,
business, and other purposes. In the hospitality industry, elements of good
service and provision of adequate facilities are very important to ensure
guest comfort and satisfaction. Dissatisfaction experienced by one group of
guests can spread and reduce their interest in returning to use the meeting
room facilities at this hotel. In terms of facilities, although the meeting room
building is quite luxurious, some guests complain that the capacity of the
available space is too limited. This is a major problem, especially when the
number of meeting members increases. The purpose of this study is to
examine the effect of service quality on guest satisfaction of meeting room
users at the Aryaduta Hotel Jakarta. The method used is quantitative with
simple linear regression analysis and processed using SPSS. This study used
a sample of 100 respondents. The results of this study indicate that service
quality has a positive and significant effect on guest satisfaction of meeting
room users at the Aryaduta Hotel Jakarta. The results of the hypothesis test
show that t count (6.890) > t table (1.98422) and the significance value <
0.05 or 0.00 < 0.05 then H0 is rejected and Ha is accepted. Which means
that increasing service quality will significantly increase guest satisfaction.
Service quality is able to explain 32.6% or R² of 0.326 variations in guest
satisfaction of meeting room users at the Aryaduta Hotel Jakarta.