ANALISIS HUBUNGAN KUALITAS PELAYANAN FRONT OFFICE DEPARTMENT DAN CITRA HOTEL

Abstract

Abstract: Analysis of the relationship of service quality of Front Office Department and the image
of Lion Hotel & Plaza Manado. In North Sulawesi, particularly the city of Manado, hospitality
industry evolved significantly seen from the large number of hotel development in the recent
years. This of course requires the management of the hotel to make greater efforts to address this
increasingly fierce competition, one thing that can be done is to create a strategy that can captivate
the customer by providing good quality of services in building a positive image for the hotel itself.
This study aims to measure, analyze and explain the relationship of service quality with the image
of front office department of Lion hotel and plaza Manado. This research method is quantitative, a
method to test certain theories by examining the relationship between variables. Likert scale is used
in measuring questionnaire techniques, and to analyze the relationship between independent and
dependent variables, it is tested by using the formula of Spearman correlation rank and coefficient
of determination to determine the contribution of the influence of independent variables (quality of
service of front office department) on the dependent variable (Image of Lion Hotel & Plaza Manado).
Based on the results of the research, it is found that service quality of front office department has
relationship with the image of Lion Hotel & Plaza Manado, obtained significant value of 0.000
<0.005, so, the working hypothesis is accepted, it means that there is a significant correlation with
a correlation value of 0722, and is included in the strong category (0.70-0.84). Meanwhile, the test
results of determination coefficient values obtained 52.1%, meaning that the contribution effect of
variable of service quality to the hotel image is 52.1%, whereas the remaining 47.9% is influenced by
other factors or variables that are not included in the model or formula of Spearman rank correlation.
From the results of this study, it is concluded that there is strong relationship between servicequality
of Front Office Department with the image of Lion Hotel & Plaza Manado