PENGARUH HARGA DAN KUALITAS PELAYANAN KARYAWAN FRONT OFFICE DEPARTMENT TERHADAP KEPUASAN PELANGGAN MENGINAP DI HOTEL PUSAKO BUKITTINGGI

Abstract

The purpose of this study is to analyze the influence of price and quality
of front office employees service to customer satisfaction os staying at Hotel
pusako Bukittinggi. This research is correlation. The population in this study is
amount 1025. Selection of informants using purposive sampling technique as
many as 92 people. Data collection using questionnaires based on Likert Scale
that has been tested for its validity and reliability. Based on research result of
room price in Hotel Pusako Bukittinggi classified as less good (53%), quality of
front office employees service at Hotel Pusako Bukittinggi classified as less good
(53%), Customer satisfaction staying at Hotel Pusako is classified as less good
(64%). The results showed that there is a positive and significant influence
between the price and quality of front office employees service to the satisfaction
of customers staying at Pusako Bukittinggi with an influential contribution of
27,7%.
Keywords: Price, Service Quality and customer Satisfaction.