Analisis Faktor-Faktor yang Mempengaruhi Guest Satisfaction

Limdranita, Limdranita (2010) Analisis Faktor-Faktor yang Mempengaruhi Guest Satisfaction. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The purpose of this study is to examine the impact of relationship marketing strategy on guest satisfaction. Restaurant is the one sector of service industry. The other factor to impact the strength of the restaurant competition is guest satisfaction. The main objective of this study is to analysis the effect of standards for service delivery, coworker support, supervisor support, guest orientation, customer perceptions of service quality, tangibles, responsiveness, product quality and price. Method for the Samples selection is using non-probability method with purposive sampling and the population is Restaurant in Batam by totals sample as much 130 respondents of worker and 130 respondents of guest . Sample of this research are restaurant’s worker and guest by using of analysis multi regression statistic method. The result of this study indicated there is significant influence of the relationship between the standards of service delivery and coworker support, there is significant influence of the relationship between standards for service delivery and supervisor support, there is significant influence of the relationship between coworker support, supervisor support and guest orientation, and there is significant influence of the relationship from guest orientation, customer perceptions of service quality, tangibles, responsiveness, product quality and price to guest satisfaction. Key word: Standards for service delivery, Coworker support, Supervisor support, Guest orientation, Tangibles, Responsiveness, Customer perceptions of service quality, Product quality, Price and Guest satisfaction.

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