ANALYSIS OF THE RECEPTIONIST SERVICE QUALITY ON GUEST SATISFACTION AT HARPER KUTA HOTEL

Abstract

This research is based on the importance of the role of the receptionist as a brand image of a hotel in terms of first impressions and final impressions for guests who stay overnight. Services provided to guests are expected to be able to meet expectations or even exceed them. This research is intended to measure and analyze the quality of receptionist services to guest satisfaction at Harper Kuta Hotel, using servqual method to check the gap both partially and simultaneously. By using servqual which is used as 16 indicators X, against the Overall of Guest Satisfaction, Customer Loyalty. The average expectation of respondents is 3.60 is higher than the average of perception in 3.52, means that the service quality is not meet the expectation from customers. Respondents were determined by random sampling method and with the method of determining the number of samples using the Slovin method, the number of respondents was 99 respondents. The data analysis technique used is validity test, reliability test, servqual method and data processing using SPSS 25 software to analyze multiple linear regression. Based on the results of data processing obtained 3 positive indicators, namely the infrastructure supporting the receptionist is adequate, the receptionist provides services professionally, the receptionist provides general information correctly and updates. While other variables produce negative gaps that have an adverse effect. that together or simultaneously all variables X have an influence on the variable Y or the satisfaction of the respondents as a whole on the service provided by the this can be seen from sig. or significance whose value is smaller than 0.1. on the description on the independent variable, the dominant influence is how understand and the guest, how