Kualitas Pelayanan Bellboy di Courtyard by Marriott Bali Nusa Dua Resort

Abstract

Penelitian ini yang berjudul “Kualitas Pelayanan Bellboy di Courtyard by Marriott Bali Nusa Dua Resort” yang membahas kualitas pelayanan bellboy berdasarkan 5 variabel “RATER” yaitu responsiveness, assurance, tangible, empathy, & reliability. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan bellboy di Courtyard by Marriott Bali Nusa Dua Resort. Penelitian ini merupakan penelitian kuantitatif dengan menggunakan kuesioner sebagai teknik pengumpulan data dengan analisis uji validitas, uji reliabilitas. Pengumpulan sampel menggunakan sampel Non propability dan jumlah responden dalam penelitian ini yang berjumlah 30 orang tamu yang menginap di hotel yang ditemui secara kebetulan di area hotel Courtyard by Marriott Bali Nusa Dua Resort. Hasil dari penelitian yang didapat yaitu deskripsi data dari masing-masing variabel kualitas pelayanan Bellboy yaitu : tangible (4,36), realibility (4.10), responsive (4,16), empathy (4,34), dan assurance (4,15). Dimana dapat ditarik kesimpulan yaitu kualitas pelayanan Bellboy di Courtyard By Marriot Bali Nusa Dua Resort menunjukan rata-rata baik, dengan 3 variabel kualitas pelayanan menunjukan hasil yang baik dan 2 variabel kualitas pelayanan menunjukan hasil sangat baik.   This study, entitled "Quality of Bellboy Service at Courtyard by Marriott Bali Nusa Dua Resort" which discusses the quality of bellboy service based on 5 variables "RATER" , as follows responsiveness, assurance, tangible, empathy, & reliability. The purpose of this research was to determine the quality of service bellboys at Courtyard by Marriott Bali Nusa Dua Resort. This research is a quantitative research and information were collected by a questionnaires with analysis of validity and reliability test. The collection of samples using non-probability samples and the amount of respondents in this study was 30 guests staying at the Courtyard by Marriott Bali Nusa Dua Resort hotel area. The results of the research obtained are descriptions of data from each Bellboy service quality variable, as follows; tangible (4.36), reliability (4.10), responsive (4.16), empathy (4.34), and assurance (4.15 ). Where it can be concluded that the service quality of Bellboy at the Courtyard By Marriot Bali Nusa Dua Resort shows a good average, with 3 service quality variables showing good results and 2 service quality variables showing very good results.