Pengaruh Strategi Komunikasi Customer Service dan Kualitas Pelayanan Terhadap Kepuasan Tamu Hotel Tiara Medan

Abstract

The purpose of this study was to influence the communication strategy Customer service and service quality partially and simultaneously to the satisfaction of hotel guests Tiara Medan. The population in this study were all guests Tiara Hotel Medan with a sample of 54 people. To obtain the data in the preparation of this paper, the authors use the instrument; documentary studies and interviews (interview), as well as a questionnaire (questionnaire). In analyzing the data using multiple linear regression, t test, F test and determination. Based on the test results of the F test results for the variable CS communication strategies and quality of service, it can be concluded that the variable CS Communication strategy and quality of service together significantly influence guest satisfaction. Based on t test results can be concluded that CS Communication strategy variables and partial service quality has a significant effect on guest satisfaction. Adjusted R-Square value obtained amounted to 0.358 indicated that about 35.8% guest satisfaction variables can be explained by the variable CS Communication Strategies (X1) and the variable quality of service (X2). The rest (100% - 35.8% = 64.8%) influenced by other variable factors such as amenities, price, promotion and liannya not examined in this study.