PENGARUH KUALITAS MAKANAN DAN PELAYANAN TERHADAP KEPUASAN TAMU BANQUET AWAN SEWU HOTEL

Abstrak

Guest satisfaction is a top priority that must be done by hotel management if you want the business to develop. The hotel management must create and manage a system to serve the increasing number of customers. This study aims to analyze the effect of food quality and service on the satisfaction of Banquet guests at Awan Sewu Hotel. The population is all guests who use Banquet services at Awan Sewu Hotel during 2021, amounting to 144,462 guests, with a total sample of 100 respondents. The sampling technique is Accidental Sampling, which happens to be that the guest has used the services at Awan Sewu Hotel at least more than once. The research analysis tool uses multiple linear regression where the validity and reliability tests were previously carried out. The test results prove that if the quality of food is proven to have a positive and significant effect on guest satisfaction, it gives an understanding that the more quality the food served by Awan Sewu Hotel is, the more satisfaction of guests who use banquet services will be. Service has a positive and significant influence on guest satisfaction, giving an understanding that the higher the quality of service provided by the Awan Sewu Hotel, the greater the satisfaction of guests who use banquet services. Simultaneous test results that food quality and service quality together also have a positive and significant influence on guest satisfaction, giving an understanding that the more Awan Sewu Hotel is able to serve quality food supported by the increased quality of service provided, it will certainly increase guest satisfaction.

Keywords: Food quality, service, guest satisfaction