Guest Satisfaction to Stay in The Four-Star Rating Hotel in Padang: The Influence Of Hospitableness and Guest Engagement

Authors

  • Arifandi Ilham Universitas Negeri Padang
  • Wanda Melisa Nurlita Universitas Negeri Padang
  • Wira Tri Annisa Universitas Negeri Padang
  • Feri Ferdian Universitas Negeri Padang

DOI:

https://doi.org/10.56910/nawasena.v2i2.703

Keywords:

Guest satisfaction, Hospitableness

Abstract

The purpose of this research is to find out how the hospitableness and guest engagement that exists between employees and guests have an impact on guest satisfaction. This type of research is a quantitative descriptive research with a causal associative method. The population in this study were all guests who had stayed at a four-star hotel in the city of Padang. The sampling technique is non-probability sampling using purposive sampling. The number of samples in this study amounted to 97 responses. Data collection techniques were carried out using a questionnaire with a Likert scale that had been tested for validity and reliability. The data analysis used in this research is descriptive analysis with the help of SPSS version 20.00. From the results of the research that has been done, the Friendliness and Guest Involvement variables have a positive and significant effect on guest satisfaction at four-star hotels in the city of Padang. It can be said that based on this research, guest satisfaction can occur if the hotel can provide hospitableness and guest engagement good relations with guests during their stay, then guests will feel satisfied.

References

Agustina, T., Oktiani, N., & Lestari, N. (2021). Analisis Faktor Kualitas Pelayanan Dalam Meningkatkan Kepuasan Pelanggan Pada Pt Unibless Indo Multi Jakarta Selatan. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 5(1),175- 184.

Armstrong dan Kotler, (2017). Prinsip-Prinsip Pemasaran, Edisi 13, Jilid 2. Jakarta.Penerbit Erlangga.

Tjiptono Fandy (2020). Strategi Pemasaran Prinsip dan Penerapan. Penerbit Andi.Yogyakarta.

Tjiptono Fandy, Anastasia Diana (2019) Kepuasan Pelanggan: Konsep, Pengukuran dan Strategi : Penerbit Andi Yogyakarta

Tjiptono Fandy, Gregorius Chandra (2020) Service, Quality dan Satisfaction (Edisi 5) Penerbit Andi Yogyakarta

Kotler, Philip. 2005. Manajemen pemasaran. Jakarta: Erlangga

Sugiyono. 2015. Metode penelitian pendidikan pendekatan kuantitatif, kualitatif, R&D. Bandung: CV Alfabeta

Sugiyono. 2018. Metode penelitian Kuantitatif. Bandung: Alfabeta

Downloads

Published

2023-07-07

How to Cite

Arifandi Ilham, Wanda Melisa Nurlita, Wira Tri Annisa, & Feri Ferdian. (2023). Guest Satisfaction to Stay in The Four-Star Rating Hotel in Padang: The Influence Of Hospitableness and Guest Engagement. Nawasena: Jurnal Ilmiah Pariwisata, 2(2), 01–08. https://doi.org/10.56910/nawasena.v2i2.703

Similar Articles

1 2 > >> 

You may also start an advanced similarity search for this article.