Analisis Kualitas Pelayanan Housekeeping Terhadap Tingkat Kepuasan Tamu di Hotel Shofa Marwah Palembang

Abstract

The tourism industry in Indonesia, which has great potential and continues to grow, is expected to be able to support the national economy of Indonesia. Accommodation facilities that support the tourism industry are hotels. One of the most important hotel services is the housekeeping department. The phenomenon found in one of the hotels, namely the Shofa Marwah hotel in Palembang, shows that the quality of the housekeeping department services provided is still not optimal. . Based on the findings in previous research, service quality affects customer satisfaction. This study aims to examine the effect of service quality on customer satisfaction. This study uses the theory of service quality and customer satisfaction from some previous literature. The data collection technique uses a questionnaire that consists of 15 items. . Measurement of variables based on the five dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy. The data was analyzed by validity test, reliability and hypothesis test. The hypothesis test results show the influence of service quality on customer satisfaction in Hotel Shofa Marwah Palembang. Keywords: Service Quality, Customer Satisfaction Abstrak Industri pariwisata di Indonesia yang memiki potensi besar dan terus berkembang diharapkan mampu untuk mendukung perekonomian Negara. Sarana akomodasi yang mendukung industri pariwisata adalah Hotel. Salah satu pelayanan hotel yang penting adalah housekeeping departemen. Fenomena yang terdapat di salah satu hotel yaitu hotel Shofa Marwah di Palembang menunjukan kualitas pelayanan housekeeping departemen yang diberikan masih kurang optimal. Berdasarkan temuan pada penelitian terdahulu, kualitas pelayanan berpengaruh terhadap kepuasan tamu. Penelitian ini bertujuan menguji pengaruh kualitas pelayanan terhadap kepuasan tamu. Dalam kajian ini peneliti menggunakan teori kualitas pelayanan dan kepuasan tamu. Teknik pengumpulan data menggunakan kuesioner yang berjumlah 15 butir pernyataan. Pengukuran variabel berdasarkan kelima dimensi kualitas pelayanan yaitu tangible, reliability, responsiveness, assurance, dan empathy. Analisis data dilakukan dengan uji validitas, uji reliabilitas, dan uji hipotesis. Hasil menunjukkan bahwa terdapat pengaruh kualitas pelayanan terhadap kepuasan tamu di hotel shofa marwah Palembang. Kata kunci : Kualitas Pelayanan, Kepuasan Tamu