Analysis of work motivation of room division employees and service quality room on guest satisfaction
Keywords:
Guest Satisfaction, Service Quality, Work MotivationAbstract
Research analyzes the influence of work motivation and service quality on guest satisfaction at the Palapa Hotel, Tarutung, North Tapanuli Regency. A quantitative approach was used with a survey method through questionnaires distributed to 80 respondents consisting of hotel guests and room division employees. The variables analyzed are work motivation (X1), service quality (X2), and guest satisfaction (Y). Multiple linear regression tests, t tests, and F tests are used to measure the influence between these variables. The research results show that both work motivation (X1) and service quality (X2) have a significant influence on guest satisfaction partially and simultaneously. The t test shows that each independent variable has a significant effect with a calculated t-value that is greater than the t-table. Apart from that, the F test carried out shows that the F-test value is greater than the F-table (129,868 > 3,115) with a significance level of 0.000, which means that simultaneously the variables of work motivation and service quality have a significant influence on guest satisfaction. The coefficient of determination (R²) value of 65.8% indicates that work motivation and service quality variables jointly influence guest satisfaction, while 34.2% is influenced by other factors not studied. The conclusion of this research is that Palapa Hotel needs to continue to improve employee work motivation and service quality to maintain and increase guest satisfaction. By paying attention to motivation and service aspects, it is hoped that hotels can provide a more positive and memorable experience to guests, which will ultimately support the sustainability of the hotel's business in facing competition in the hotel industry.
References
Aldri, M. (2024). Pengaruh Motivasi Dan Pengalaman Kerja Terhadap Kinerja Karyawan Di UNP Hotel & Convention. Jurnal Manajemen Pariwisata dan Perhotelan, Vol. 2, No. 2 Mei 2024.
Arjana, I. W. (2016). Tourism Development in Indonesia. Bali:. Bali: Udayana University Press.
Chaffey, D. (2011). Digital Marketing: Strategy, Implementation, and Practice. . Pearson Education.
Cole, S. (2006). Cultural Tourism in a Changing World. . Channel View Publications.
Girsang, D. A. (2019). Pemanfaatan Teknologi Digital sebagai Sarana Pengembangan Wisata di Taman Wisata Iman, Kabupaten Dairi. Journal of Tourism and Technology, 10(4), 34-47.
I Gusti Ayu Putu Seri Mahendrayania, &. I. (2018). Strategi Pemasaran Daya Tarik Wisata Untuk Meningkatkan Jumlah Kunjungan Wisatawan Ke Daya Tarik Wisata Sangeh Kabupaten Badung, Bali. Tourism Journal of Bali, 7(3), 78-89.
Lukman Nasution, S. R. (2024). THe Effect Of Performance Allowances On Employee Work Motivation At The Medan City Ministry Of Religion Office. Strategic Management Business Journal, 1.
Manurung, R. A. (2023). Location and quality service to satisfaction student Akademi Pariwisata Medan Hotel School. Enrichment : Journal of Management, 13(2), 1252-1259.
Meitolo Hulu, R. B. (2021). Tourism Industry Partnerships: Partnership Opportunities for MSMEs and Large Business in Palembang City. Palembang Tourism Forum 2021 (PTF 2021), Advances in Economics, Business, 16-25.
Nasional, P. B. (2008). (2008). Pedoman Pengembangan Wisata Sejarah dan Warisan Budaya. Jakarta: Kementerian Pendidikan dan Kebudayaan.
Pardede, R. M. (2014). Analisis Jalur. Jakarta: Rineka Cipta.
Parinduri, I. a. (2022). Application of the WP-Topsis-Moora SPK Method in the Feasibility Assessment of Hotels in Medan. Jurnal Mantik, , 6(3), 3835-3840.
Pendit, N. S. (2006). (2006). Wisata Budaya di Indonesia. Jakarta: Gramedia Pustaka Utama.
Riza Afni, S. M. (2024). Manajemen Pariwisata dan Perhotelan. Medan: CV. Cattleya Darmaya Fortuna.
Sihombing, D. (2021). Analysis of Spatial Planning in the Tourism Destination of Taman Eden 100, Lumban Julu District, Toba Regency. Tourism Economics, Hospitality and Business Management Journal , 194-207.
Sihombing, D. (2023). The influence of the quality of services and facilities on the satisfaction of domestic tourists at Plumeria Ecopark Muara Enim Regency. International Journal of Applied Finance and Business Studies, , 11(2), 74–80.
Smith, V. L. (2012). Host & Guests: The Anthropology of Tourism. University of Pennsylvania Press.
Sontina Griche Tambunan, S. M. (2024). Perencanaan Sumber Daya Manusia Dalam Meningkatkan Motivasi Kerja Karyawan Pada Wangi Sedap Catering Di Akademi Pariwisata Medan Hotel School. SENASHTEK (Seminar Nasional Sosial Humaniora &Teknologi 2024), 226-233.
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
Tambunan, S. G. (2023). Analysis Of The Influence Of Digital Marketing Technology And Facilities On Visitor Satisfaction Of Tamora Watterland Swimming Pool. Instal : Jurnal Komputer, 15(02), 382–390.
Tambunan, S. G. (2024). The effect of training on employee performance in Lahat district hotels. . International Journal of Applied Finance and Business Studies, , 12(2), 189–194.
Tri Wulandari, F. F. (2024). Pengaruh Motivasi Dan Lingkungan Terhadap Kinerja Karyawan (Hotel The Acacia Jakarta). Seminar Nasional Pariwisata dan Kewirausahaan (SNPK), Vol 3.
Utama, I. R. (2015). Pariwisata Budaya. Jakarta: PT Elex Media Komputindo .
Viedy, E. &. (2022). Indikator Digital Marketing. Dalam Marketing in the Digital Age. Jakarta: Gramedia Pustaka Utama.
Wisanggeni Agus P, M. I. (2021). Evaluation of Jakabaring Lake Area Management as a Potential Sport Tourism Destination in Jakabaring Sport City, Palembang City. Palembang Tourism Forum 2021 (PTF 2021), in Economics, Business and Management Research, volume 200, 135-145.
Wood, M. S. (2006). . Cultural Tourism in a Changing World: Politics, Participation, and (Re)presentation. Channel View Publications.
