PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN TAMU F&B SERVICE DEPARTMENT HOTEL GRAND TJOKRO PREMIERE BANDUNG

Abstract

This study investigates the impact of service quality on guest satisfaction within the F&B Service Department at Grand Tjokro Premiere Hotel Bandung. With the growing competition in the hospitality industry, understanding the relationship between service quality and guest satisfaction has become crucial. Utilizing a quantitative research method, data was collected through questionnaires distributed to 122 guests using a Likert scale. The analysis employed simple linear regression to examine the influence of service quality on guest satisfaction. The findings reveal that service quality significantly affects guest satisfaction, with a determination coefficient of 59.9%, indicating that service quality accounts for this proportion of guest satisfaction. High-quality service, including well-maintained facilities, responsiveness, and courteous staff, leads to higher guest satisfaction. The results underscore the importance of continuous improvement in service quality to enhance guest experiences and foster loyalty. This study provides valuable insights for hotel management to refine service strategies and improve overall guest satisfaction. Keywords: Service Quality, Guest Satisfaction, Hospitality, F&B Service, Linear Regression