Jelanu, Yohana Eflina and Ayu, Stephanie Astrid (2023) PENGARUH KUALITAS PELAYANAN, FASILITAS, DAN HARGA TERHADAP KEPUASAN PELANGGAN PADA RESTORAN VELVET HOTEL GUNAWANGSA MERR. JURNAL AKTUAL, 21 (1). pp. 1-9. ISSN 1693-1688
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Abstract
This study aims to determine the effect of service quality, facilities, and prices on customer
satisfaction at the Velvet Hotel Gunawangsa Merr Restaurant. In this study, the population was
the customers of the Hotel Velvet Hotel Gunawangsa Merr. The technique used in sampling in
this study was non-probability sampling with a purposive sampling approach with a total
sample of 90 respondents. Based on data processing using SPSS version 26, the validity test
results in this study resulted in r count ≥ r table (0.2072) with a significant level of 0.05 and all
statement items in this study were declared valid. The results of the Reliability Test showed that
all variables in this study were reliable by showing Cronbach Alpha values ≥ 0.60. The
normality test shows that the regression model in this study meets the assumptions of normality
and the data shows a normal distribution pattern. The multicollinearity test in this study resulted
in a tolerance value > 0.10 and a VIF value < 10 where multicollinearity did not occur.
Heteroscedasticity test showed that in this study there was no heteroscedasticity. Multiple
Linear Regression Test, namely, Y = 6.447 + 0.75 (X1) + 0.809 (X2) + 0.297 (X3). The
Coefficient of Determination test (R2) yields an Adjusted R Square value of (0.809) which
indicates the independent variable has a strong contribution to the dependent variable. The
results of the t test obtained Service Quality (X1) did not affect Service Quality at the Velvet
Hotel Gunawangsa Merr Restaurant (Y) with a t count of 0.533 < t table (1.66277) significant
0.595 > 0.05. Facilities (X2) have no effect on customer satisfaction at the Velvet Hotel
Gunawangsa Merr Restaurant (Y) with a t count of 1.790 > t table (1.66277) with a significant
level of 0.432 > 0.05. Price (X3) has a significant effect on service quality at the Velvet Hotel Gunawangsa Merr Restaurant (Y) with a t count of 2.358 > t table (1.66277) a significant 0.021<0.05. The conclusion of this study is that the quality of service and facilities has no effect on
customer satisfaction at the Velvet Hotel Gunawangsa Merr Restaurant and the price has a significant effect on customer satisfaction at the Velvet Hotel Gunawangsa Merr Restaurant.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Service Quality, Facilities, Price, Customer Satisfaction |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HG Finance |
| Divisions: | Fakultas Ekonomi > Prodi Manajemen |
| Depositing User: | Stephanie Astrid Ayu |
| Date Deposited: | 11 Apr 2023 08:06 |
| Last Modified: | 11 Apr 2023 08:06 |
| URI: | https://repositori.ukdc.ac.id/id/eprint/1397 |
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