Pengaruh Kualitas Pelayanan Front office dan Fasilitas terhadap Loyalitas Tamu di Sabda Alam Hotel & Resort
DOI:
https://doi.org/10.58192/ebismen.v5i3.4666Keywords:
Facilities, Front office Service Quality, Guest LoyaltyAbstract
The purpose of this quantitative research is to determine if and to what extent Sabda Alam Hotel & Resort's front desk service and amenities affect the loyalty of its guests. The research included 140 people who had stayed at the Sabda Alam Resort & Hotel in the past. Multiple linear regression was used to evaluate the data. The findings show that the quality of front desk service significantly impacts client loyalty in a favorable way (t = 5.496; p < 0.05). Also, visitor loyalty is positively and significantly affected by amenities (t = 4.946; p < 0.05). In addition, there is a simultaneous positive and significant effect of both factors on guest loyalty (F = 313.075; p < 0.05). An adjusted R-squared score of 0.818 indicates that 81.8% of the loyalty that guests show is due to the amenities and front desk service. Guests are more likely to return if the service and amenities are better.
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