Email this article Pengaruh kualitas pelayanan terhadap kepuasan tamu pada hotel berbasis syariah di kota samarinda (studi pada hotel grand sawit kota samarinda)
Abstract
Intan Solihin, 2019. Influence of Service Quality on Guest Satisfaction in Sharia Based Hotel’s in Samarinda City (Case Study of Grand Sawit Hotel’s in Samarinda City). Under the guidance of Mr. Dr. H. Zainal Ilmi, S.E., M.BA and Mr.Robiansyah, S.E., M.Sc.
The phenomenon that occurs at this time is the emergence of similar lodgings in the hotel area of the Grand Sawit Hotel’s Samarinda which is one of the lodgings engaged in services, especially accomodation. With the emergence of similar lodgings, it makes the Grand Sawit Hotel’s Samarinda more applicable to Islamic principles and Islamic values in the hotel.
This study aims to determine the factors that influence guest satisfaction with the quality of service at the Grand Sawit Hotel’s Samarinda. The independent variables in this study are service quality and the dependent variables is the satisfation of hotel guests. This research was conducted to guests who stayed and used the services of the Grand Sawit Hotel’s Samarinda which consisted of 51 respondent.
The type of research used is quantitative research. Methods of collecting data using questionnaires. The technique used for sampling is accidental sampling (sampling technique based on accidental events, namely who is considered appropriate and accidentally met with the researcher). Then the data analysis technique used is in this study id to test the validity, reliability test and multiple linear regression analysis.
The result showed that the effect of service quality on guest satisfaction had an influence on the Grand Sawit Hotel’s Samarinda.
Keywords
References
Ana, Luciao, J. M. (2013). Service Quality, Customer Satisfaction and Loyalty in 4-5 Stars Hotel, 119–145.
Arifin, Johan. (2009). Etika Bisnis Islami. Semarang: Walisongo Press.
Asakdiyah, Salamatun. (2005). Analisis Hubungan Antara Kualitas Pelayanan dan Kepuasan Pelanggan dalam Pembentukan Intensi Pembelian Konsumen Matahari Group di Daerah Istimewa Yogyakarta, XVI, 130.
Dara. (2011). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Jamah Haji (Studi Pada PT. Qalbu Travel).
Fadhli, Aulia. (2018). MANAJEMEN HOTEL SYARIAH. In Cet I. Yogyakarta: Penerbit Gava Media.
Faisal. (2013). Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen. Jurnal Manajemen Dan Bisnis Sriwijaya, 11, 4.
Ismanto, Kuat. (2009). Manajemen Syariah: Implementasi TQM Dalam Lembaga Keuangan Syariah. Yogyakarta: Pustaka Pelajar.
Jamhari. (2017). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pengunjung Harion Hostel Syariah (Studi Pada Harion Hostel Syariah Bandar Lampung). Lampung, Universitas Islam Negeri Raden Intan Lampung.
Kotler, P. dan K. L. K. (2007). Manajemen Pemasaran. In Jilid 1 (12th ed.). Jakarta: PT. Indeks Kelompok Gramedia.
Kotler, Philip. (2008). Manajemen Pemasaran. In Jilid 2. Jakarta: PT. Indeks Kelompok Gramedia.
Kurniawan, Albert S.E., M. M. (2014). METODE RISET UNTUK EKONOMI DAN BISNIS Teori, Konsep, dan Praktik Penelitian Bisnis (Dilengkapi Perhitungan Pengolahan Data dengan IBM SPSS 22.0). Bandung: Penerbit ALFABETA Bandung.
Parasuraman, A., Zeithaml, V.A. dan Berry, L. . (2006). Reassessment of Expectations as a Comparison Standart in Measuring Service Quality: Implications for Future Research.
Prof. Dr. Sugiyono. (2018). Metode Penelitian Kuantitatif, Kuanlitatif dan Kombinasi (Mixed Methods). In M. T. Sutopo (Ed.), Cet Ke-10. Yogyakarta: cv. ALFABETA Bandung.
Rambat, Lupiyoadi. (2006). Manajemen Pemasaran Jasa Teori dan Praktik. Jakarta: Salemba Empat.
Rezeki. (2011). MANAJEMEN HOTEL SYARIAH. In Cet I. Yogyakarta: Penerbit Gava Media.
Rizalatul. (2012). Pengaruh Kualitas Pelayanan Terhadap Jamaah haji (Studi Pada PT. Nurul).
Senja, E. Z. F. dan R. A. (2008). Kamus Lengkap Bahasa Indonesia Edisi Revisi. In Cet Ke-3. Semarang: Difa Publisher.
Sulistiono. (2010). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Jamah Haji (Studi Kasus Pada PT. Albu Travel).
Tjiptono, Fandy. (1997). Total Quality Service. Yogyakarta: Andi.
Tjiptono, Fandy. (2004). MANAJEMEN JASA. In Cet Ke-3 (Ed. III). Yogyakarta: ANDI.
Widyarini. (2013). Pengelolaan Hotel Syariah di Yogyakarta, VIII, 2.
DOI: https://doi.org/10.29264/jiem.v4i3.5862
Refbacks
- There are currently no refbacks.
Copyright (c) 2020 Jurnal Ilmu Ekonomi Mulawarman (JIEM)
Editorial Address
Jurnal Ilmu Ekonomi Mulawarman (JIEM)
Faculty of Economics and Business, Mulawarman University
Jl. Tanah Grogot No.1 Samarinda Kalimantan Timur 75119
Email: jiem.feb@gmail.com