TA DIGITAL
Analisis Pengaruh Kualitas Layanan Front Office terhadap Loyalitas Pelanggan pada Novotel Hotel Solo
Hotel business, which serves hospitality for the customers, is a prospective businees that grows well. The number of hotel guests is always showing a tendency to increase. The same thing also happens with the Novotel Hotel, a five starred hotel which is located in Solo. The hotel has been operating since 1997. Their perceptions will provide assessments of the quality of service provided by the hotel. The quality of service has several dimensions formed from the factors that need to be revealed the influence and where the most dominant contribution to the loyalty of their customers of Novotel Hotel in Solo. The purpose of this study is to analyze the factors that influence customers’ loyalty such as reliability, responsiveness, assurance, empathy and tangible. The population are the consumers of the hotel who have committed occupancy to stay at Novotel Hotel for 10 times, and by the simple random technique, there were 90 guests as the sample. The methods of data collection are interviews, observation, literature studies and questionnaires, which are ,then, processed with the technique of multiple linear regression analysis. The results of this study there were five variables of service quality which, for t-tests found that five dominant variables that have a significant relationship, namely reliability, responsiveness, assurance, empathy and tangible variables. While testing the F test is jointly found that five variables jointly have a relationship with customers’ loyalty; and to test the correlation of five variables has a strong relationship with customers’ loyalty and same direction. Finally, this study provides recommendations to Novotel hotel management to make an evaluation with standardized quality assessment for the hotel.
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