PENGARUH KUALITAS PELAYANAN BELLBOY TERHADAP KEPUASAN TAMU DI HOTEL GRAND ROCKY BUKITTINGGI
), Waryono Waryono(2), Youmil Abrian(3), (1)
(2)
(3)
Corresponding Author
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Abstract
Purpose of this are: (1) Describing bellboy service quality, (2) Describing
guest statisfaction and (3) analize an affecttion of bellboy service towards guest
statisfaction in Grand Rocky Hotel Bukittinggi. Type of this research were all
guest in Grand Rocky Hotel Bukittinggi. According to sampling purposive, 100
guest has been collected as sample. Data was collected by using the questionnaire
which has been tested the validity and reability. Then, data were analyzed
descriptively and correlation with the assistance of a computer program 16.00 spss
version. The result showed taht: (1) bellboy service quality are in low category
(57%), (2) guest statisfaction are in low (86%) and (3) there is significant affect
between the quality of service to the guest statisfaction in Grand Rocky Hotel
Bukittinggi of (34%) while (66%) influenced by the other factors.
Keywords: service quality, guest statisfaction, bellboy
1Prodi
guest statisfaction and (3) analize an affecttion of bellboy service towards guest
statisfaction in Grand Rocky Hotel Bukittinggi. Type of this research were all
guest in Grand Rocky Hotel Bukittinggi. According to sampling purposive, 100
guest has been collected as sample. Data was collected by using the questionnaire
which has been tested the validity and reability. Then, data were analyzed
descriptively and correlation with the assistance of a computer program 16.00 spss
version. The result showed taht: (1) bellboy service quality are in low category
(57%), (2) guest statisfaction are in low (86%) and (3) there is significant affect
between the quality of service to the guest statisfaction in Grand Rocky Hotel
Bukittinggi of (34%) while (66%) influenced by the other factors.
Keywords: service quality, guest statisfaction, bellboy
1Prodi
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