The effect of service quality and room prices on guest satisfaction of Rangkayo Basa Hotel
Keywords:
Tangibles, reliability; responsiveness; assurance; empathy; price; customer satisfaction
Abstract
This study aims to determine, The Influence of Tangibles, Reliability, Responsiveness, Assurance, Empathy, and Price on Customer Satisfaction at Rangkayo Basa Hotel. The type of research used is quantitative research. The population in this study were all guests staying at the Rangkayo Basa Hotel. The sampling technique used in this study was probability sampling, while the sample was taken as many as 150 people. Data was collected through questionnaires and then analyzed descriptively and Independent-Sample T-Test with program SPSS version 16. The results showed that the variables of Reliability, Responsiveness, Empathy, Price are the main factors that determine high or low customer satisfaction. While the Tangibles variable, Assurance has a not too dominant contribution to customer satisfaction.
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References
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Edward, F. (2020). The Effect of Service Quality and Price on Guest Satisfaction at the Merlin Hotel Batam City. Journal System, 3, 130–140.
El rado, M., Kumadji, S., & Yulianto, E. (2014). The Effect of Service Quality on Satisfaction, Trust and Loyalty. Journal of Business Administration S1 Universitas Brawijaya, 15(2), 84813.
Lestari, A., Lie, D., Efendi, & Julyanthry. (2018). The Effect of Prices and Facilities on Customer Satisfaction at the Guest House Humanitas Pematangsiantar. Maker's Journal, 4(1), 40–48.
Loindong, S., & Moha, S. (2016). Analisis Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Konsumen Pada Hotel Yuta Di Kota Manado. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 4(1), 575–584.
Manoppo, F. (2013). Kualitas Pelayanan, Dan Servicescape Pengaruhnya Terhadap Kepuasan Konsumen Pada Hotel Gran Puri Manado. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 1(4), 1341–1348. https://doi.org/10.35794/emba.v1i4.2913
Maulana, S. (2019). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 4(1), 37–44. https://doi.org/10.36226/jrmb.v4i1.240
Prasetio, A. (2011). Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Pelanggan. Management Analysis Journal, 1(4).
Putra, AB, Lubis, N., & Pradhanawati, A. (2013). Analisis Tingkat Kepuasan Tamu Yang Menginap Atas Kualitas Pelayanan Pati Hotel Di Kota Pati. Jurnal Administrasi.
Rehatta. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Wisatawan Pada Istana Maimun. Jurnal Pendidikan, 20(2), 97–102. https://doi.org/10.31227/osf.io/uj72b
Rewa, J. (2019). Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Di Hotel Grand Aquila Bandung. Jurnal Manajemen Bisnis, 3(3), 576–584.
Sherly & Purwati. (2015). Analisis Pengaruh Kualitas Pelayanan Pada Kepuasan Pelanggan Grand Hawaii Hotel Pekanbaru. Jurnal Manajemen, 78, 1–27.
Thungasal, C. (2019). Pengaruh Kualitas Layanan Dan Harga Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Hotel Kasuari. Jurnal Agora, 7(1), 287133.
Wahyudi, R., & Yusra, I. (2021). The Effect of Tourism Promotion, Prices and Facilities on Visitors’ Satisfaction of Sweet Water Beach Tourism Padang. Marketing Management Studies, 1(2), 151–162.
Winata, A., & Fiqri, IA (2017). Pengaruh Harga Dan Kualitas Jasa Terhadap Loyalitas Pelanggan Hotel Emersia Di Bandar Lampung. Jurnal Manajemen Magister, 03(02), 133–149. https://jurnal.darmajaya.ac.id/index.php/jmmd/article/view/989/644%0A
Yulistria, Prayudi, & Handayani. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Hotel Santika Sukabumi. Jurnal Akrab Juara, 8(5), 55.
Yusra, I., & Nanda, R. (2020). Pengaruh Kualitas Produk, Lokasi dan Harga Terhadap Keputusan Pembelian Pada Cafe Kinol Bistro N’Poll Di Kota Padang. Jurnal Pundi, 3(3), 161–170. https://doi.org/10.31575/jp.v3i3.173
Zakaria, DG (2017). Pengaruh Kualitas Pelayanan, Kualitas Produk dan Harga terhadap Kepuasan Pelanggan. Ilmu Dan Riset Manajemen, ISSN: 2461-0593, 6(4), 1–18. Alaan, Y. (2016). Responsiveness and Assurance to Customer Satisfaction: Research on Hotel Serela Bandung. Journal of Management, 15(2), 255–270.
Published
2021-12-08
How to Cite
Hidayat, R., & Yusra, I. (2021). The effect of service quality and room prices on guest satisfaction of Rangkayo Basa Hotel. Marketing Management Studies, 1(4), 321-335. https://doi.org/10.24036/mms.v1i4.176
Section
Articles
