Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Konsumen pada Hotel Internasional Sibayak Berastagi

Abstract

This study aims to determine the "Influence of Service Quality and Facilities Against Customer Satisfaction At International Hotel Sibayak Berastagi". This type of research is associative is a research that is asking the relationship between two variables. The population in this study is all consumers at International Hotel Sibayak Berastagi as many as 300 consumers. And by using the slovin formula technique, then the number of samples in this study as many as 75 respondents taken from some population. Based on t test results can be seen that t arithmetic on service quality variables of 5.284 is greater than t table of 1665 with probability t sig 0.000 smaller than the limit of significance of 0.05. Based on these values, the quality of service variables have a positive and significant impact on customer satisfaction variables. At facility variable equal to 6,797 bigger than t table equal to 1,665 with probability t that is sig 0,000 smaller than limit of significance equal to 0,05, then facility variable partially have positive and significant influence to variable of consumer satisfaction Based on result of F test it is got value of F count 97,149> 3.12 with sig 0,000 <0,05, shows Ho rejected and Ha accepted, means the quality of service and facilities simultaneously have a positive and significant effect on customer satisfaction variable. The value of R Square obtained is 0.722. To see the great influence of independent variables on the dependent variable by calculating the coefficient of determination (KD) = R2 x 100%, so obtained KD = 72.2%. This figure shows that 72.2% of customer satisfaction (dependent variable) can be explained by the quality of service and facilities. The remaining 28.8% is influenced by other factors not described in this study.