KUALITAS PELAYANAN FRONT OFFICE DEPARTEMENT SYARIAH HOTEL SOLO TERHADAP TINGKAT KEPUASAN TAMU INDIVIDUAL

Bekti, Nurhidayah and Agus, Sriyanto, S.Sos, M.Si (2017) KUALITAS PELAYANAN FRONT OFFICE DEPARTEMENT SYARIAH HOTEL SOLO TERHADAP TINGKAT KEPUASAN TAMU INDIVIDUAL. skripsi thesis, IAIN Surakarta.

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Abstract

ABSTRAK BEKTI NURHIDAYAH, NIM : 13.12.11.028. Kualitas Pelayanan Front Office Departement Syariah Hotel Solo Terhadap Tingkat Kepuasan Tamu Individual. Skripsi, Jurusan Komunikasi dan Penyiaran Islam, Fakultas Ushuluddin dan Dakwah. Institut Agama Islam Negeri Surakarta. 2017. Penelitian ini di latar belakangi oleh adanya tingkat persaingan industri perhotelan di Indonesia yang semakin ketat. Banyaknya hotel di Indonesia yang melakukan inovasi untuk meningkatkan kualitas pelayanan. Syariah Hotel Solo adalah salah satu hotel berbintang empat dan termasuk hotel syariah terbesar di Indonesia, Syariah Hotel Solo masih dianggap kurang dalam memberikan kualitas pelayanan. Dikarenakan, masih ada beberapa keluhan yang dialami oleh para tamu terkait dengan pelayanan yang diberikan oleh Front Office Departement Syariah Hotel Solo. Oleh karena itu, penulis tertarik untuk meneliti tentang kualitas pelayanan Front Office Departement Syariah Hotel Solo. Tujuan penelitian ini adalah untuk mengetahui dan menjelaskan hubungan antara Kualitas Pelayanan Front Office Departement Syariah Hotel SoloTerhadap Tingkat Kepuasan Tamu Individual. Penelitian ini menggunakan jenis penelitian kuantitatif Asosiatif. Populasi dalam penelitian ini adalah tamu individual Syariah Hotel Solo periode 01-07 Juli 2017. Sampel dalam penelitian ini berjumlah 48 yang dilakukan melalui teknik insidental sampling. Data penelitian diperoleh melalui penyebaran kuisioner, yang dilakukan pada periode -1-07 Juli 2017. Pengolahan dan analisis data dilakukan dengan menggunakan analisis regresi linier. Hasil dari penelitian ini menunjukkan bahwa variabel tangible (x1), reliability (x2), respnsiveness (x3), assurance (x4) dan emphaty (x5) secara simultan memiliki hubungan terhadap tingkat kepuasan tamu individual. Apabila variabel tangible (x1), reliability (x2), responsiveness (x3), assurance (x4) dan emphaty (x5) ditingkatkan maka akan tercapainya tingkat kepuasan tamu individual akan tetapi kenaikan salah satu variabel harus diimbangi dengan peningkatan variabel yang lainnya. Adapun salah satu variabel kualitas pelayanan Front Office Departement Syariah Hotel Solo yang paling dominan terhadap tingkat kepuasan tamu individual yakni variabel emphaty, variabel emphaty memiliki tingkat koefisien regresi yang paling tinggi yakni 1.162. Sedangkan variabel kualitas pelayanan Front Office Departement Syariah Hotel Solo yang paling tidak dominan terhadap tingkat kepuasan tamu individual yakni variabel reliability, variabel reliability memiliki tingkat koefisien regresi yang paling rendah yakni -0.673. Kata kunci : Kualitas Pelayanan, Front Office Departement, Kepuasan Tamu Individual ABSTRACT BEKTI NURHIDAYAH, NIM : 13.12.11.028. The Service Quality Of Front Officer Department of Syariah Hotel Solo toward Satisfaction Level of Individual Guests A Thesis, Study Communication and Broadcasting Islamic, Faculty Of Islamic Theology and Preaching. State Islamic Institute of Surakarta. 2017. This study is based on the tough competition of hotel industry in Indonesia. Many hotels in Indonesia try to make innovation in improving their service quality, Syariah Hotel Solo is no exception. Syariah Hotel Solo is one of the biggest four - star syariah hotel in Indonesia. However, based on the study conducted the writer, Syariah Hotel Solo is considered having lack of service quality which needs to be improved because there are still some complaints given by personal guests regarding the service quality of Front Office Department of Syariah Hotel Solo. Therefore, the writer is interested in conducting a study about the service quality of Front Office Department of Syariah Hotel Solo. The aims of this study are to comprehend and to explain the relation between the service quality of Front Office Department of Syariah Hotel Solo toward Individual Guests’ Satisfaction Level. The method used in this study is associative quantitative approach. The populations of this research are 48 personal guests of Syariah Hotel Solo in a period of 1-7 July 2017. The technique applied to gather information from the samples in this study is incidental sampling technique. The data of this research is collected by giving questioners during 1-7 July 2017. The data processing and analysis are based on a linier regression analysis. The result of this study shows that tangible variable (x1), reliability (x2), responsiveness (x3), assurance (x4) and empathy (x5), simultaneously are related to personal guests’ satisfaction level. If tangible variable (x1), reliability (x2), responsiveness (x3), assurance (x4) and empathy (x5) are improved, the satisfaction level of individual guests will increase. Nonetheless, the improvement of one variable must be balanced with the improvement of the other variables. According to the study, the most dominant variable of service quality of Front Office Department of Syariah Hotel Solo which affects the satisfaction level of individual guests is emphaty variable because this variable has the highest regression coefficient rank that is 1.162. Whereas, the least dominant variable of service quality of Front Office Department of Syariah Hotel Solo is reliability variable since it has the lowest regression coefficient rank that is -0.673. Key Words: Service Quality, Front Office Department, Satisfaction Level of Individual Guests

Item Type: Thesis (skripsi)
Subjects: 300 Ilmu Sosial > 380 Commerce, communications, transport
300 Ilmu Sosial > 380 Commerce, communications, transport > 383 Postal communication
Divisions: Fakultas Ushuludin dan Dakwah > Komunikasi Penyiaran Islam
Depositing User: Maha siswa
Date Deposited: 05 Jan 2018 06:25
Last Modified: 05 Jan 2018 06:25
URI: http://eprints.iain-surakarta.ac.id/id/eprint/1372

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