PENGARUH TANGIBLE DAN RESPONSIVENESS TERHADAP KEPUASAN PELANGGAN PADA GARUDA PLAZA HOTEL MEDAN
DOI:
https://doi.org/10.24114/niaga.v9i3.19010Abstract
Abstrak Penelitian ini bertujuan untuk mengetahui pengaruh tangible dan responsiveness terhadap kepuasan pelanggan pada Garuda Plaza Hotel Medan. Penelitian ini menggunakan metode kuantitatif dengan teknik pengambilan sampel menggunakan teknik Simple Random Sampling, dengan jumlah sampel sebanyak 100 orang yang pernah menginap di Garuda Plaza Hotel Medan. Teknik pengumpulan data dalam penelitian ini dilakukan dengan cara menyebarkan kuesioner yang pengukurannya dengan skala likert dan diolah secara statistik menggunakan analisis regresi linear berganda dan pengujian hipotesis dengan uji F, uji t dan koefisien determinasi yang sebelumnya data telah diuji menggunakan uji validitas, uji reliabilitas dan uji asumsi klasik. Pengolahan data menggunakan program SPSS 21.0 for windows. Secara parsial tangible dan responsiveness berpengaruh positif dan signifikan terhadap kepuasan pelanggan pada Garuda Plaza Hotel Medan. Berdasarkan hasil penelitian menunjukkan bahwa variabel tangible dan responsiveness secara simultan berpengaruh terhadap kepuasan pelanggan. Hal ini terlihat dari nilai Fhitung > Ftabel (41,482 > 3,09) dan nilai signifikannya 0,000 < 0,05. Uji koefisien determinasi menunjukkan nilai sebesar 0,461 yang berarti bahwa tangible dan responsiveness berpengaruh terhadap kepuasan pelanggan sebesar 46,1% sedangkan sisanya dipengaruhi oleh variabel lain. Kata Kunci: tangible, responsiveness, kepuasan pelanggan. Abstract This study aims to determine the effect of tangible and responsiveness on customer satisfaction at Garuda Plaza Hotel Medan. This studi uses quantitative methods with sampling techniques using simple random sampling techniques, with a total sample of 100 people who have stayed at Garuda Plaza Hotel Medan. Data collection techniques in this study were carried out by distributing questionnaires which were measured with a likert scale and processed statistically using multiple linear regression analysis and testing hypotheses with the F test, t test and coefficient of determination before the data had been tested using validity, reliability and test classical assumption. Data processing using SPSS 21.0 for windows. Partially tangible and responsiveness have a positive and significant effect on customer satisfaction at Garuda Plaza Hotel Medan. Based on the result of the study indicate that tangible and responsiveness variables simultaneously affect customer satisfaction. This can be seen from the value of Fcount > Ftable (41,482 > 3,09) and the significance value is 0,000 < 0,05. The coefficient of determination test shows a value of 0,461 which menas that tangibility and responsiveness affect customer satisfaction by 46,1% while the rest is influenced by other variables. Keywords: tangible, responsiveness, customer satisfaction.Downloads
Published
2020-11-13
Issue
Section
Articles
License
Authors who publish in this journal agree to the following terms:
- Authors retain copyright and grant the journal the right of first publication, with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share and adapt the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work, with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online before and during the submission process, as it can lead to productive exchanges and earlier and greater citation of published work. Where authors include such work in an institutional repository or on their website, we request that they include a statement acknowledging the Jurnal Perspektif Pembiayaan dan Pembangunan Daerah, including the name of the journal, the volume number, and a web link to the journal item.
- Authors should be aware that the Creative Commons Attribution 4.0 International License (CC BY 4.0) permits readers to share (copy and redistribute the work in any medium or format) and adapt (remix, transform, and build upon the work) for any purpose, even commercially, provided they also give appropriate credit to the work, provide a link to the license, and indicate if changes were made. They may do these things reasonably but not in any way that suggests the author or the publisher endorses their use.
NIAGAWAN by Program Studi Pendidikan Bisnis Fakultas Ekonomi Universitas Negeri Medan is licensed under CC BY-NC 4.0