DAMPAK KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN KONSUMEN ANAHATA VILLAS AND SPA RESORT UBUD
DOI:
https://doi.org/10.25078/pariwisata.v9i2.4035Keywords:
Keywords : Quality of Service; Facilities; Consumer SatisfactionAbstract
The level of satisfaction of hotel visitors with the facilities and service quality is formed based on the experience they have gained. Weak service quality and facility quality cause weak hotel guest satisfaction levels. This study explores how far the impact of service quality and facilities can affect guest satisfaction of Anahata Villas And Spa Resort Ubud. The research uses a quantitative approach by involving a data collection method through a questionnaire which is distributed as many as 96 visitors to domestic tourist guests. Descriptive analysis was used to test the research hypothesis by using the analysis of the validity test of the reliability of the instrument, the t-test and the f-test. The results of the study provide results that the quality of service and facilities independently is proven to play a role in increasing consumer satisfaction as evidenced by the results of obtaining t-test scores that exceed the t-table values and when viewed simultaneously that the quality of service and facilities has a positive and significant effect in building visitor satisfaction of Anahata Villas And Spa Resort Ubud. This result can provide reinforcement for the tourism industry to be able to strengthen the assessment of hotel guest satisfaction through the important role of directly perceived service quality and facilities as indirect service support.
References
Apriliani, N. L. P., Anggraini, N. P. N., & Ribek, P. K. (2022). Pengaruh Persepsi Harga, Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pelanggan Pada Water Garden Hotel Candidasa Bali. Emas, 3(3), 217-230.
Badan Pusat Statistik (BPS). (2024). Jumlah Akomodasi, Tingkat Penghunian Kamar pada Hotel Bintang Menurut Provinsi (Persen), 2022-2023
Dedy, A., & Alfandi, Y. (2022). Pengaruh kualitas pelayanan dan fasilitas hotel terhadap kepuasan pelanggan di sari ater hot springs resort ciater. Jurnal Sains Manajemen, 4(1), 18-25.
Hadian, Dian. 2015. “Pengaruh Kualitas Pelayanan, Fasilitas dan Harga Terhadap Kepuasan Konsumen (Survei pada Hotel Bintang Tiga di Satuan Kawasan Wisata Cipanas Garut)”. Jurnal STIE Cipasung Tasikmalaya : 1-16.
Indrasari, M. (2019). Pemasaran dan Kepuasan Pelanggan. Surabaya: Unitomo Press.
Irmal, I., Kholili, I., Narimawati, U., Affandi, A., & Priadana, S. (2022). Pengaruh Fasilitas dan Pelayanan terhadap Kepuasan Pelanggan Pada Hotel Asana Sincerity Dorm Jakarta Barat. JIIP-Jurnal Ilmiah Ilmu Pendidikan, 5(4), 1175-1180.
Kotler, Philip dan Kevin Keller. 2011. Manajemen Pemasaran Jilid 1. Jakarta : Erlangga.
Kotler, Philip dan Gary Armstrong. 2012. Prinsip-Prinsip Pemasaran Jilid 1. Jakarta : Erlangga.
Kotler, Phillip dan Kevin Lane Keller.(2016). Manajemen Pemasaran edisi 12 Jilid 1. & 2.Jakarta: PT. Indeks
Lupiyoadi, Rambat. 2011. Manajemen Pemasaran Jasa. Jakarta : Salemba Empat.
Maimunah, S. (2019). Pengaruh kualitas pelayanan, persepsi harga, cita rasa terhadap kepuasan konsumen dan loyalitas konsumen. IQTISHADequity jurnal Manajemen, 1(2).
Maryati, F., & Husda, N. E. (2020). Pengaruh fasilitas dan kualitas pelayanan terhadap kepuasan pelanggan pada holiday hotel di kota batam. Magisma: Jurnal Ilmiah Ekonomi Dan Bisnis, 8(1), 20-27.
Nirwana, (2012). Pemasaran Jasa, Alta : Jakarta
Riduwan dan Akdon. 2013. Rumus dan Data dalam Analisis Statistika. Bandung : Alfabeta.
Sailah, A.P. dan I. (2017). Peningkatan Tingkat Kepuasan Dosen Terhadap Kualitas Pelayanan Pelatihan Jurnal Berkualitas Melalui Metode Servqual. Jurnal Manajemen, 21(3), 418-433.
Supriyanto, Y., & Soesanto, H. (2012). Analisis pengaruh kualitas pelayanan, harga, dan fasilitas terhadap kepuasan pasien rawat jalan di Rumah Sakit Kariadi Semarang (Doctoral dissertation, Fakultas Ekonomika dan Bisnis).
Sumayang, Lalu. 2010. Dasar-Dasar Manajemen produksi dan Operasi. Jakarta : Salemba Empat.
Sulistiyana, Rezki Teguh. 2015. “Pengaruh Fasilitas Wisata dan Harga Terhadap Kepuasan Konsumen (Studi pada Museum Satwa)”. Jurnal Administrasi dan Bisnis 25 (1) : 1-9.
Sumayang, Lalu. 2010. Dasar-Dasar Manajemen produksi dan Operasi. Jakarta : Salemba Empat.
Tjiptono, Fandy. 2012. Manajemen Jasa. Yogyakarta : Andi Offset.
Tjiptono,F dan Chandra,G. (2016). Service, Quality & satisfaction. Yogyakarta. Andi
Tjiptono, Fandy. (2014). Pemasaran Jasa. Andi : Yogyakarta
Yoeti, Oka A. 2011. Ekonomi Pariwisata. Jakarta : Kompas.
Yulita, R. (2023). Pengaruh Kualitas Pelayanan, Harga, Dan Fasilitas Terhadap Kepuasan Konsumen Pada Grand Hawaii Hotel Pekanbaru. Jurnal Ilmiah Multidisiplin, 2(01), 115-124.
