Impact of Service Quality at Front Office Department to Guest Satisfaction at Sense Hotel Seminyak

Putra, Made Danan Verdiyana and Armoni, Ni Luh Eka and Sagitarini, Luh Linna (2022) Impact of Service Quality at Front Office Department to Guest Satisfaction at Sense Hotel Seminyak. Repositori Politeknik Negeri Bali.

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Abstract

The purpose on this research is to know the service quality implementation in Front Office Department at Sense Hotel Seminyak and to know the impact of service quality to customer / guests satisfaction who stayed at Sense Hotel Seminyak. The analysis method used in this research is quantitative method with simple regression analysis technique. Tool used to analyze the data is SPSS 25. The results of this research are the service quality implemen-tation at Front Office Department at Sense Hotel Seminyak is very good. Thise means that the enviromentally friendly sub indicators in tangible that the front office department use reuse or recycled paper in order to reducing the number of papers waste and the payment method without using cash, it can be said that the enviromentally friendly service quality sub indicator has been implemented very well. This statement proved by the service quali-ty average score at 4,31, which mean 4,31 is in between 4,21 – 5,00 (very good score) and the contribution score is at 0,461 which mean the contribuion of service quality to guests satisfaction is at 46,1% and the rest is at 53,9% is affected by other factors. The conclusion is service quality implementation at front office department affects guests satisfaction in Sense Hotel Seminyak.

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