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

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

Fikri Adib Putra

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引用次数: 0

摘要

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

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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JURNAL PENDIDIKAN DAN KELUARGA

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