Strategy For Improving The Quality Of Services, Facilities And Cleanliness Towards Kaltim Mess’s Guest Satisfaction

Abstract

This study discusses the influence of variables between service quality, facilities and cleanliness on guest satisfaction. The purpose of this study was to determine the effect of service quality on guest satisfaction, to determine the effect of facilities on guest satisfaction and to determine the effect of cleanliness on guest satisfaction during the Covid 19 pandemic at the Messaging Agency for East Kalimantan in Jakarta. The method used is the Structural Equation Modeling (SEM) method with LISREL 8.7 software which tests the validity, reliability, measurement model test, structural model fit test (standard solution) and structural model test (T-Value). In this thesis research, SEM analysis with Lisrel was carried out starting from the pre-test stage and core research in the form of a questionnaire with a Likert scale and continued at the core population data processing stage. The results showed that there was an influence between service quality on guest satisfaction, there was no influence between facilities on guest satisfaction, there was an influence between cleanliness and guest satisfaction.