Open AccessPengaruh Kualitas Pelayanan Receptionist Terhadap Loyalitas Pelanggan Di Hotel Ibis Padang
Author(s) -
Hani Harvisda
Publication year - 2018
Publication title -
jurnal pendidikan dan keluarga/jurnal pendidikan dan keluarga
Language(s) - English
Resource type - Journals
eISSN - 2549-9823
pISSN - 2085-4285
DOI - 10.24036/jpk/vol10-iss1/505
Subject(s) - service quality , likert scale , loyalty business model , psychology , customer satisfaction , ibis , business , business administration , marketing , advertising , service (business) , paleontology , biology , developmental psychology
.This research was used to see the effect of the quality of receptionist services on customer loyalty at the Ibis Hotel Padang. This type of research is descriptive quantitative with causal associative methods. The results of this study obtained data from a sample of 99 respondents who were guests at the Ibis Hotel Padang through a questionnaire using a Likert scale, then obtained the results of a simple linear regression test obtained F of 15,061 with sig. 0.000 <0.05, the receptionist service quality variable has an influence on customer loyalty variables by 13.4% and 86.6% influenced by other factors. Then obtained coefficient value of 0.369, meaning that each increase of 1 unit of service quality of receptionist will increase 37 units of customer loyalty to guests at Ibis Hotel Padang.
Keywords: Service Quality, Customer Loyalty