The Relationship between the Implementation of Service Quality and Guest Satisfaction at Hotel X Jakarta

Abstract

A Hotel is becoming more increasingly supporting our tourism industry in accommodation sector. Such growth has raised many questions the quality of service and impact on guest satisfaction.  The growth of hotel nowadays giving the inspiration to do research about service quality and guest satisfaction. The research describes about the relationship between the implementation of service quality and guest satisfaction at Hotel X Jakarta. The purpose of study is to analyze the relationship between two variables and conclusion also recommendation for better service delivering to the guest. The study research took quantitative method as a study method and using such as F-Test, T-Test, Validity, and Reliability analysis.  The research result shows all variables from service quality have relationship to guest satisfaction. Respondent profile is from the age range 26-35years old and based on year 2019 most of them is millennial generation so they need the efficiency and effectiveness such as speed of check in, finding the reservation and service quality from the restaurant. All the services have the impact from tangible, responsiveness, reliability, assurance, and empathy. Hotel need to improve and maintain the quality and value to the guest.  Service qualities have the impact and relationship to the guest satisfaction.