PENGARUH RECEPTIONIST, FACILITIES, HYGIENE SANITASI, DAN WORD OF MOUTH TERHADAP KEPUASAN TAMU YANG MENGINAP DI HOTEL GRAND INNA TUNJUNGAN SURABAYA
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Institusion
Universitas Katolik Darma Cendika
Author
Susilo, Maria Angelina
Subject
HB Economic Theory
Datestamp
2024-03-04 06:57:32
Abstract :
This research aims to determine and analyze: The influence of Receptionist, Facilities, Hygiene Sanitation, and Word of Mouth on the Satisfaction of Guests Staying at the Grand Inna Tunjungan Hotel, Surabaya. The population of this research is consumers who have stayed at the Grand Inna Tunjungan Hotel in Surabaya at least twice. The sample used was 100 respondents. In analyzing the data using quantitative methods using the SPSS25 application. In data analysis techniques using validity tests and reliability tests. The validity test results for each statement for each variable are said to be valid because the value of rcount > rtable (0.1654). The overall reliability test results show that the Cronbach's Alpha value is greater than 0.5 so that the variables used can be said to be reliable. To test classical assumptions, use the normality test, multicollinearity test and heteroscedasticity test. The results of the normality test on the graph show that the regression model meets the assumptions of normality. The results of the multicollinearity test state that all variables have a tolerance value > 0.1 and a VIF value < 10, this indicates that multicollinearity does not occur. The results of the heteroscedasticity test are considered to be that there is no heteroscedasticity because the graph does not have a regular pattern and the distribution of points is random. To test the hypothesis using multiple linear regression analysis, coefficient of determination analysis, and t test. Multiple linear regression analysis produces the equation, namely: Y = 3.113 + 0.58X1 + 0.022X2 + 0.149X3 + 0.221X4. The results of the analysis of the coefficient of determination show that the Adjusted R Square value is 0.226 (22.6%), meaning it has a low contribution. T test results: (1) the receptionist variable has t count (1.283) < t table (1.66150) so it can be stated that the receptionist has no effect on guest satisfaction. (2) the facilities variable has tcount (0.376) < ttable (1.66150), so that it states that facilities have no effect on guest satisfaction. (3) The Sanitation Hygiene variable has tcount (3.050) > ttable (1.66150), resulting in the sanitation hygiene variable having a significant effect on guest satisfaction. (4) the word of mouth variable has tcount (2.407) > ttable (1.66150), resulting in the word of mouth variable having a significant effect on guest satisfaction.
This research aims to determine and analyze: The influence of Receptionist, Facilities, Hygiene Sanitation, and Word of Mouth on the Satisfaction of Guests Staying at the Grand Inna Tunjungan Hotel, Surabaya. The population of this research is consumers who have stayed at the Grand Inna Tunjungan Hotel in Surabaya at least twice. The sample used was 100 respondents. In analyzing the data using quantitative methods using the SPSS25 application. In data analysis techniques using validity tests and reliability tests. The validity test results for each statement for each variable are said to be valid because the value of rcount > rtable (0.1654). The overall reliability test results show that the Cronbach's Alpha value is greater than 0.5 so that the variables used can be said to be reliable. To test classical assumptions, use the normality test, multicollinearity test and heteroscedasticity test. The results of the normality test on the graph show that the regression model meets the assumptions of normality. The results of the multicollinearity test state that all variables have a tolerance value > 0.1 and a VIF value < 10, this indicates that multicollinearity does not occur. The results of the heteroscedasticity test are considered to be that there is no heteroscedasticity because the graph does not have a regular pattern and the distribution of points is random. To test the hypothesis using multiple linear regression analysis, coefficient of determination analysis, and t test. Multiple linear regression analysis produces the equation, namely: Y = 3.113 + 0.58X1 + 0.022X2 + 0.149X3 + 0.221X4. The results of the analysis of the coefficient of determination show that the Adjusted R Square value is 0.226 (22.6%), meaning it has a low contribution. T test results: (1) the receptionist variable has t count (1.283) < t table (1.66150) so it can be stated that the receptionist has no effect on guest satisfaction. (2) the facilities variable has tcount (0.376) < ttable (1.66150), so that it states that facilities have no effect on guest satisfaction. (3) The Sanitation Hygiene variable has tcount (3.050) > ttable (1.66150), resulting in the sanitation hygiene variable having a significant effect on guest satisfaction. (4) the word of mouth variable has tcount (2.407) > ttable (1.66150), resulting in the word of mouth variable having a significant effect on guest satisfaction.
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