PENGARUH KUALITAS PELAYANAN ROOM ATTENDANT TERHADAP KEPUASAN TAMU HOTEL

Abstrak

Abstract : Influence of Room Attendant Service Quality on the Hotel guest satisfaction Hotel Industry has rapidly developed in Manado City that results in competition among hotel in providing services to the guests. A room attendant is a staff who works at Houekeeping Department whose job is preparing the rooms for the guests to stay. In this process, they also have to provide high quality services for the guessts as expected during their stay. This research aimed to analyze the influence of room attendant service quality on the satisfaction of guests who stayed at Arya Duta Hotel Manado. The method of analysis used in this research was the qualitative and quantitative analysis, that was, descriptive statistics, service dimension analysis (SERQUAL) and smple linear regression analysis and correlation coeficients. The result of research show that assessment of guests perception and expectation about room –attendant service quality from all aspects has a negative value. This indicates that the guests were not satisfied with the service given by the room attendants, that was <0. From the regression equation, we get Y = 90 + (-0,31)x meaning that every one score change in variable x (quality service) will cause a change of 89.69 score in y – variable (guests satisfaction) Therefore, every decrease of x (service Quality) will result in a decrease of Y (guests satisfactory). The correlation coefficients with spearman correlation test where r = -0.41 or (-41 % )which indicates that there is a negative weak relationship.