Analysis Of Service Quality Dimensions Its Influence On Guest Satisfaction At The Cavinton Hotel Yogyakarta

Abstract

The aim of this study is to determine the level of guest satisfaction which is influenced byservice quality which consists of factors or dimensions of reliability (x1), responsiveness(x2), Assurance (x3), Empathy (x4) and Tangible (x5). The type of research carried out wasQuantitative Descriptive by distributing instruments (questionnaires) to respondents.The number of samples in this study was 50 guests who were selected based onaccidental random sampling technique. The research results show that simultaneouslythe five dimensions have a significant effect on guest satisfaction. This is shown througha probability value of 0.000 < 0.05. Meanwhile, the determination value is 0.516 or 51.6%of the service quality dimension influences guest satisfaction. Among the fivedimensions, the most dominant is the responsiveness dimension with a b value of 0.905,a t value of 3.59 and a probability value of 0.01, while the least dominant dimension isthe assurance variable with a b value of 0.155, a t value of 0.709 and a probability valueof 0.482.