Main Article Content

Abstract

The purpose of this study is to examine the influence of Employee Performance, Quality of Hotel Facilities, and Service to Customer Satisfaction at Grand Sabrina Hotel Pangkapinang. This research method using random sampling method. Research respondents were Grand Sabrina Pangkalpinang Hotel consumers. A total of 100 people. The variables used are Employee Performance, Quality Hotel Savings, and Service as independent variable and Consumer Satisfaction as dependent variable that developed by itself according to its indicators. This study uses Quantitative analysis of primary data direct research results in the field. As a tool in the processing of statistical data used SPSS 22 program.

The results showed that: First, There is a significant influence Employee Performance Variables on Consumer Satisfaction at Grand Sabrina Hotel Pangkalpinang. From the calculation, obtained tcount value of 4.551 while ttable with degrees free 98 on a (0.05) of 1.98447. Thus tcount (4,551)> ttabel (1.98447), so obviously Ho rejected and H1 accepted or from the calculation and processing data obtained sign value of 0.002. Thus Ho decision is clearly rejected and H1 accepted. Secondly, there is significant influence of Quality Hotel Facilities to Customer Satisfaction at Grand Sabrina Hotel Pangkalpinang. From the calculation, obtained tcount of 3.446 while ttable with degrees of freedom 98 on a (0.05) of 1.98447. Thus tcount (3.446)> ttable (1.98447) so obviously Ho rejected and H1 accepted or from the calculation and processing data obtained sign value of 0.002. Thus Ho decision is clearly rejected and H1 accepted. Third, There is a significant influence of Service Variables on Consumer Satisfaction at Grand Sabrina Hotel Pangkalpinang. From the calculation, obtained tcount of 4.181 while ttable with degrees of freedom 98 on a (0.05) of 1.98447.

Thus tcount  (4.181)> ttable (1.98447) so clearly Ho is rejected and H1 accepted or from the calculation and processing data obtained sign value of 0.001. Thus Ho decision is clearly rejected and H1 accepted. Fourthly, there are significant influence of Employee Performance Variables, Quality of Hotel Facilities, and Service, together to the Satisfaction of Hotel Grand Sabrina Pangkalpinang Consumendi. This is proven by the value of Fcount of 8,721. While the critical value of Ftable value with degrees of free of numerator 3 and denominator 98 on a (0,05) equal to 2,10. Thus Fcount (8,721)> Ftable (2.10), so Ho is clearly rejected and H1 is accepted as well if using compare the sign value of 0.000.

Based on the result of this research, the researcher conclude that Consumer Satisfaction at Grand Sabrina Pangkalpinang Hotel can be improved through Employee Performance, Quality of Hotel Facilities, and Service.

Article Details

Author Biographies

Yani Yani, STIE-IBEK Sekolah Manajemen

Mahasiswa Prodi Manajemen STIE-IBEK

Zamhari Zamhari, STIE-IBEK Sekolah Manajemen

Dosen Pembimbing

Yudi Rafani, STIE-IBEK Sekolah Manajemen

Dosen Pembimbing
How to Cite
Yani, Y., Zamhari, Z., & Rafani, Y. (2017). ANALISIS PENGARUH KINERJA KARYAWAN, KUALITAS SARANA HOTEL DAN PELAYANAN TERHADAP KEPUASAN KONSUMEN DI HOTEL GRAND SABRINA PANGKALPINANG (Studi Kasus Pada Hotel Grand Sabrina Pangkalpinang). Jurnal Progresif Manajemen Bisnis, 20(2), 28-39. Retrieved from https://e-jurnal.stie-ibek.ac.id/index.php/JIPMB/article/view/245

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