HUBUNGAN KUALITAS PELAYANAN KARYAWAN RECEPTION FRONT OFFICE DEPARTMENT DENGAN KEPUASAN PELANGGAN GRAND ZURI HOTEL PADANG

Abstract

The purpose of this study is: 1) Describe the service quality of reception
front office employees, 2) Describe the customer satisfaction, and 3) Analyze the
relationship between service quality reception front office employee and customer
satisfaction Grand Zuri Hotel Padang.
This research is correlational. The study population was all subscribers
Grand Zuri Hotel Padang. A sample of 96 customers are taken incidentally. Data
was collected using a questionnaire that had been tested for validity and
reliability. Furthermore, the data were analyzed by descriptive and correlation
with the help of computer program SPSS version 16 o'clock.
The results showed that: 1) The quality of the reception service is located
in both categories (45%), 2) Customer satisfaction is the category of satisfaction
(44%), 3) There is a positive and significant relationship between service quality
and customer satisfaction with a reception with the value of r amounted to 0,438
(0,000 sig) with the interpretation of the relationship is quite strong.