ANALISIS PENGARUH PRODUCT KNOWLEDGE TELEPON OPERATOR TERHADAP KEPUASAN TAMU DI HOTEL SINTESA PENINSULA MANADO

LUNTUNGAN, ASTRIANI (2019) ANALISIS PENGARUH PRODUCT KNOWLEDGE TELEPON OPERATOR TERHADAP KEPUASAN TAMU DI HOTEL SINTESA PENINSULA MANADO. Mahasiswa thesis, Politeknik Negeri Manado.

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Abstract

Guest satisfaction is a top priority that must be considered by staff working in the hospitality industry, if guests feel satisfied then it will have a direct impact on the progress of the hotel. One of the things that must be done to achieve guest satisfaction is to provide good service in addition to supporting facilities. Staff who have knowledge of the hotel as a whole (product knowledge) also contributes to guest satisfaction where guests can receive information well and clearly. This study aims to measure how the influence of product knowledge from a telephone operator on guest satisfaction at Sintesa Peninsula Hotel Manado. The type of research used in this study is quantitative research and the research method used is descriptive research method that is describing a phenomenon or problem that is happening to an object of research. This study takes a sample of a population by spreading the questionnaire as a data collection tool and then will be analyzed using the SPSS program (Statistical Product and Service Solutions). The population taken was guests who stayed at the Sintesa Peninsula Hotel Manado while the sample was 40 people namely guests who made reservations by telephone and used purposive sampling technique. To measure the influence of a telephone operator's product knowledge on guest satisfaction, researchers used a simple regression test to determine the effect of independent variables on the number of dependent variables. The results of the analysis show that the correlation coefficient is 0.666 and the coefficient of determination is 0.443 which means that the influence of product knowledge on the dependent variable (guest satisfaction) is 44.3% and the rest is influenced by other factors. The conclusion that can be drawn is that there is a significant influence between the Product Knowledge of an Operator Telephone on Guest Satisfaction at Sintesa Peninsula Hotel Manado.

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