Nofitasari, Nofitasari (2025) PENGARUH KUALITAS JASA F&B SERVICE TERHADAP TINGKAT KEPUASAAN TAMU DI OPEN RESTAURANT DOUBLETREE CIKINI JAKARTA. Diploma thesis, Politeknik Negeri Media Kreatif.
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Abstract
ABSTRACT
This research aims to determine the influence of Food and Beverage (F&B) Service quality on guest satisfaction at OPEN Restaurant DoubleTree by Hilton Jakarta - Cikini. The background of this study is based on the importance of Service quality in the hospitality industry to create positive guest experiences and enhance customer loyalty. The research method employed is quantitative with data collected through questionnaires distributed to 99 respondents. Data analysis was conducted using validity tests, reliability tests, classical assumption tests, simple regression analysis, and hypothesis testing. The results indicate that F&B Service quality has a positive and significant impact on guest satisfaction. Service quality dimensions such as tangibility, reliability, responsiveness, assurance, and empathy contribute to shaping guests' positive perceptions. These findings suggest that improving F&B Service quality can enhance guest satisfaction, which in turn positively affects customer loyalty and the hotel's reputation. This study provides practical implications for hotel management to continuously maintain and improve F&B Service standards to meet guest expectations.
Keywords: Service Quality, Guest Satisfaction, F&B Service, Hotel, OPEN Restaurant
ABSTRAK
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan Food and Beverage (F&B) Service terhadap tingkat kepuasan tamu di OPEN Restaurant DoubleTree by Hilton Jakarta - Cikini. Latar belakang penelitian ini didasarkan pada pentingnya kualitas pelayanan dalam industri perhotelan untuk menciptakan pengalaman positif bagi tamu dan meningkatkan loyalitas pelanggan. Metode penelitian yang digunakan adalah kuantitatif dengan teknik pengumpulan data melalui kuesioner kepada 99 responden. Analisis data dilakukan menggunakan uji validitas, reliabilitas, uji asumsi klasik, analisis regresi sederhana, dan uji hipotesis. Hasil penelitian menunjukkan bahwa kualitas pelayanan F&B Service memiliki pengaruh positif dan signifikan terhadap tingkat kepuasan tamu. Dimensi-dimensi kualitas jasa seperti tangibility, reliability, responsiveness, assurance, dan empathy berkontribusi dalam membentuk persepsi positif tamu. Temuan ini menunjukkan bahwa peningkatan kualitas pelayanan F&B Service dapat meningkatkan kepuasan tamu yang pada akhirnya berdampak pada loyalitas dan citra positif hotel. Penelitian ini memberikan implikasi praktis bagi manajemen hotel untuk terus menjaga dan meningkatkan standar pelayanan F&B guna memenuhi ekspektasi tamu.
Kata Kunci: Kualitas Pelayanan, Kepuasan Tamu, F&B Service, Hotel, OPEN Restaurant
Item Type: | Thesis (Diploma) |
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Additional Information: | 1. Maria Ulfah Catur Afriasih, S.Pd., M.M. 2. Swastono Putro Pirastyo, S.Par., M.Par. |
Uncontrolled Keywords: | kualitas pelayanan, kepuasan tamu atau kepuasan konsumen, kualitas produk, brand awareness, loyalitas pelanggan, manajemen pemasaran, industri perhotelan, minat pembelian kembali, ervice quality, guest satisfaction or customer satisfaction, product quality, brand awareness, customer loyalty, marketing management, hospitality industry,repurchase intention. |
Subjects: | 300 – Ilmu Sosial > 300 Ilmu sosial > 302 Interaksi sosial 300 – Ilmu Sosial > 360 Permasalahan dan kesejahteraan sosial > 363 Masalah dan layanan, kesejahteraan sosial lainnya |
Divisions: | Jurusan Pariwisata > Program Studi Pengelolaan Perhotelan |
Depositing User: | Nofitasari Nofitasari |
Date Deposited: | 29 Sep 2025 07:39 |
Last Modified: | 29 Sep 2025 07:39 |
URI: | https://repository.polimedia.ac.id/id/eprint/3342 |