KUALITAS PELAYANAN DAMPAKNYA TERHADAP KEPUASAN PENGUNJUNG HOTEL (Studi pada Hotel “LB” Makassar)

Abstract

This study aims to determine the effect of service quality on visitor satisfaction at the "LB" Hotel in Makassar. The research method is survey. The population in this study is the customers or visitors of Hotel "LB" Makassar. Sampling in this study was conducted using a non-random sampling approach with exhaustive sampling technique. In this case, a sample of 50 visitors was taken as research respondents. The data analysis technique is multiple linear regression to determine the effect of the independent variable on the dependent variable. The results of the study indicate that visitor satisfaction is largely determined by the provision of quality services in accordance with their expectations and desires. The provision of quality services is in accordance with the dimensions of service quality applied by Hotel "LB" Makassar, namely tangible, reliability, responsiveness, assurance, and empathy. Based on the results of the study, it shows that the overall dimensions of service quality significantly affect visitor satisfaction. Based on the results of the study, it is known that empathy as the dominant service quality dimension affects visitor satisfaction