STUDI KOMPARATIF KUALITAS PELAYANAN BELLBOY DI HOTEL AXANA PADANG DALAM MELAYANI TAMU INDIVIDU DAN TAMU GRUP

JURNAL PENDIDIKAN DAN KELUARGA Pub Date : 2018-12-29 DOI:10.24036/jpk/vol10-iss1/501

Fikri Adib Putra

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Abstract

STUDI KOMPARATIF KUALITAS PELAYANAN BELLBOYDI HOTEL AXANA PADANG DALAM MELAYANITAMU INDIVIDU DAN TAMU GRUPFikri Adib Putra1,Ira Meirina Chair2Program Studi D4 Manajemen PerhotelanJurusan PariwisataFPP Universitas Negeri Padangemail: fikriadib33@gmail.comAbstract. This study aims to describe and compare service quality by bellboy at The Axana Hotel Padang. The research is quantitative descriptive with a comparative approach. The sample used was purposive sampling which was 189 individual guests dan group guests who had stayed at The Axana Hotel Padang, using a questionnaire with a likert scale that had been tested for validity and reliability. Data analysis techniques using statistical tests with Chi Square. The result obtained are as follows: (1) The service of quality by bellboy in serving individual guests at The Axana Hotel Padang Hotel obtained an average score of 3.00 with a good category. (2) The service of quality by bellboy in serving group guests at The Axana Hotel Padang obtained an average score of 3.02 with a good category. (3) Comparison of service quality by bellboy in serving individual guests and group guests at The Axana Hotel Padang shows the results of the test analysis obtained by P value (0.000< 0.05 Ho hypothesis is refused. That means there is difference in the service of quality by bellboy at The Axana Hotel Padang Hotel in serving individual guests and group guests.Keywords: Service of Quality, Bellboy, Comparative Study

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位于阿萨纳巴东酒店的行李员服务质量比较研究，为个人和团体客人服务

研究项目研究项目4、管理项目研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目、研究项目等。本研究旨在描述并比较巴东安盛酒店行李员的服务品质。本研究采用比较方法进行定量描述。使用的样本是有目的的抽样，189个人客人和团体客人住在巴东的Axana酒店，使用李克特量表的调查问卷，已经测试了效度和信度。使用卡方统计检验的数据分析技术。结果表明:(1)巴东安盛酒店行李员服务个体客人的服务质量平均得分为3.00分，属于优等。(2)巴东安盛酒店行李员服务团体客人的服务质量平均得分为3.02分，属于优等。(3)巴东安盛酒店行李员服务散客和团体客人的服务质量比较，P值(0.000< 0.05)的检验分析结果拒绝Ho假设。也就是说，在巴东Axana酒店，在接待散客和团体客人时，行李员的服务质量是有差异的。关键词:优质服务，行李员，比较研究

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JURNAL PENDIDIKAN DAN KELUARGA

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