PENGARUH KUALITAS PELAYANAN DI FRONT OFFICE DEPARTMENT DAN FASILITAS TERHADAP KEPUASAN TAMU MENGINAP DI HOTEL HARPER MT. HARYONO JAKARTA
DOI:
https://doi.org/10.58174/ewahxy22Keywords:
Kualitas Pelayanan, Fasilitas, Kepuasan Tamu, Front Office, Hotel, Service Quality, Facilities, Guest Satisfaction, Front Office, HotelAbstract
This study aims to determine the effect of service quality in the front office department and facilities on the satisfaction of guests staying at Harper MT Hotel. Haryono Jakarta, both partially and simultaneously. The study used a descriptive quantitative approach with a survey method of 78 respondents determined through purposive sampling techniques from the hotel guest population for the period February-April 2025. The data were analyzed using multiple linear regression with the help of SPSS version 26. The results showed that the quality of service had a positive and significant effect on guest satisfaction (t count 2,135 > t table 1.665; sig. 0.036), facilities had a positive and significant effect on guest satisfaction (t count 7,505 > t table 1.665; sig. 0.000), and both variables had a simultaneous effect on guest satisfaction (F count 62,719 > F table 3.119; sig. 0.000) with a contribution of 62.6 percent. Facilities have proven to be the most dominant variable affecting guest satisfaction compared to service quality
References
Adela, A., & Prawoto. (2024). Pengaruh Persepsi Harga, Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Pelanggan di JW Marriott Hotel Jakarta. Media Wisata, 22(1), 107–120. https://doi.org/10.36276/mws.v22i1.638
Aggarwal, S., & Gour, A. (2020). Peeking inside the minds of tourists using a novel web analytics approach. Journal of Hospitality and Tourism Management, 45, 580–591. https://doi.org/10.1016/j.jhtm.2020.10.009
Ali, B. J., & Anwar, G. (2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management, 5(3), 14–28. https://doi.org/10.22161/ijebm.5.3.2
An, Q., Ma, Y., Du, Q., Xiang, Z., & Fan, W. (2020). Role of user-generated photos in online hotel reviews: An analytical approach. Journal of Hospitality and Tourism Management, 45, 633–640. https://doi.org/10.1016/j.jhtm.2020.11.002
Ariana, I. K., Muliadiasa, I. K., & Suwintari, I. G. A. E. (2025). Pengaruh Kualitas Pelayanan Housekeeping dan Fasilitas Hotel Terhadap Kepuasan Tamu di Sudamala Resort Sanur. Jurnal Ilmiah Pariwisata dan Bisnis, 4(8). https://doi.org/10.22334/paris.v4i8.1057
Baquero, A. (2023). Is Customer Satisfaction Achieved Only with Good Hotel Facilities? A Moderated Mediation Model. Administrative Sciences, 13(4), 108. https://doi.org/10.3390/admsci13040108
Insani, Y. D., & Setiyariski, R. (2020). Meningkatkan kualitas pelayanan front office department melalui tugas dan tanggung jawab concierge pada Hotel Savoy Homann. Jurnal Kajian Pariwisata, 2(1). https://doi.org/10.51977/jiip.v2i1.297
Jawabreh, O., Masa'deh, R., Fayoumi, T. A., & Bareya, A. (2022). Customer satisfaction towards communication skills of front office staff at the hotel (case study five stars hotels in Aqaba). GeoJournal of Tourism and Geosites, 44(4), 1312–1318. https://doi.org/10.30892/gtg.44416-948
Juliana, J., Tanujaya, T., & Nathaniel, N. (2021). Analisis Pengaruh Kualitas Pelayanan Hotel dan Fasilitas Hotel Terhadap Kepuasan Pelanggan. Judicious, 2(1), 1–10. https://doi.org/10.37010/jdc.v2i1.197
Kartika, R. B., Buniarto, E. A., & Ambarwati, D. (2023). Pengaruh Komunikasi Interpersonal dan Kualitas Pelayanan terhadap Kepuasan Customer pada Hotel Front One Inn Kediri. Nian Tana Sikka: Jurnal Ilmiah Mahasiswa, 1(5), 50–68. https://doi.org/10.59603/niantanasikka.v1i5.175
Kasinem, K. (2020). Pengaruh Kepercayaan dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Hotel Bukit Serelo Lahat. Jurnal Media Wahana Ekonomika, 17(4), 329–336. https://doi.org/10.31851/jmwe.v17i4.5096
Kawatak, S. Y., Semuel, O. W., & Soputan, M. (2023). Persepsi Kepuasan Tamu terhadap Kualitas Pelayanan Paradise Hotel Golf and Resort Likupang. Jurnal Manajemen Perhotelan, 9(1), 1–8. https://doi.org/10.9744/jmp.9.1.1-8
Khoo, K. L. (2020). A Study of Service Quality, Corporate Image, Customer Satisfaction, Revisit Intention and Word-of-Mouth: Evidence from the KTV Industry. PSU Research Review. https://doi.org/10.1108/PRR-08-2019-0029
Kusumarini, I. (2021). Kualitas pelayanan staf front office hotel di Bali. Jurnal Bisnis Hospitaliti, 10(2), 98–109. https://doi.org/10.52352/jbh.v10i2.470
Le, D., & Phi, G. (2021). Strategic responses of the hotel sector to COVID-19: Toward a refined pandemic crisis management framework. International Journal of Hospitality Management, 94, 102808. https://doi.org/10.1016/j.ijhm.2020.102808
Li, H., Liu, Y., Tan, C. W., & Hu, F. (2020). Comprehending Customer Satisfaction with Hotels: Data Analysis of Consumer Generated Reviews. International Journal of Contemporary Hospitality Management, 32(5), 1713–1735. https://doi.org/10.1108/IJCHM-06-2019-0581
Lin, G., Li, J., Li, G., & Song, H. (2023). Substitution between sharing accommodation and hotels: A behavioral economic demand curve analysis. Annals of Tourism Research, 103716. https://doi.org/10.1016/j.annals.2023.103716
Nathania, C., & Susetya, F. R. (2022). Pengaruh Kualitas Pelayanan terhadap Kepuasan Tamu Hotel 101 Surya Kencana Bogor. Jurnal Pendidikan Tambusai, 6(2), 16023–16029. https://doi.org/10.31004/jptam.v6i2.4914
Nur, M., & Fadili, D. A. (2021). Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Pelanggan Travellers Hotel Jakarta. Jurnal Pemasaran Kompetitif, 5(1), 38. https://doi.org/10.32493/jpkpk.v5i1.10151
Purnomo, H., Sardanto, R., & Muslih, B. (2021). Signifikansi Harga, Fasilitas dan Layanan Terhadap Kepuasan Konsumen Jasa Hotel. Jurnal Ekobis: Ekonomi Bisnis & Manajemen, 11(1), 67–78. https://doi.org/10.37932/j.e.v11i1.167
Amin, S., Syah, R., & Prasetyo, B. (2023). Manajemen Front Office dalam Industri Perhotelan. Salemba Empat.
Creswell, J. W. (2020). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches. SAGE Publications.
Ghozali, I. (2016). Aplikasi Analisis Multivariate dengan Program IBM SPSS 23 (8th ed.). Badan Penerbit Universitas Diponegoro.
Janna, N. M., & Herianto. (2021). Konsep uji validitas dan reliabilitas dengan menggunakan SPSS. Artikel Manajemen Pendidikan Islam UIN Alauddin Makassar.
Kotler, P., & Keller, K. L. (2020). Marketing Management (15th ed.). Pearson Education.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2020). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing.
Sugiyono. (2018). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.
Tjiptono, F. (2021). Pemasaran Jasa: Prinsip, Penerapan, dan Penelitian. Andi Offset.
UN Tourism. (2025). World Tourism Barometer and Statistical Annex, January 2025. https://www.e-unwto.org/doi/abs/10.18111/wtobarometereng.2025.23.1.1
Badan Pusat Statistik. (2025). Perkembangan Pariwisata dan Transportasi Nasional Oktober 2025. BPS-Statistics Indonesia.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Cahya Nurhidaya, Julian Andriani Putri
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
This work is licensed under a 