The Implementation of Green Service Quality in Front Office Department to Increase Guest Satisfaction at Four Points By Sheraton Bali Kuta

Pradnyana, I Dewa Gede Ari and Astuti, Ni Nyoman Sri and Mataram, I Gusti Agung Bagus (2022) The Implementation of Green Service Quality in Front Office Department to Increase Guest Satisfaction at Four Points By Sheraton Bali Kuta. Repositori Politeknik Negeri Bali.

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Abstract

This research was conducted at Four Points By Sheraton Bali Kuta with the aim to find out implementation of green service quality in front office department to increase guest satisfaction at Four Points By Sheraton Bali Kuta and find out the influence of green service quality in front office department to increase guest satisfaction at Four Points By Sheraton Bali Kuta. The method of data collection in this research is nonproability sampling but actually used accidental sampling method. The data collection is con-ducted by distributing questionnaires and previously the validity a reliability tests had been carried out on 80 respondents. The analytical technique used in this research is service quality, simple linier regression analysis, bivariate correlation analysis, determination analysis and analysis of T-test. The result of the discussion of the servqual analysis show that the positive score gap is more than the negative score gap, meaning that the overall application of green service quality is good. Based on the results of the correlation coefficient test on the variables of green service quality and guest satisfaction, it was found that the R value was 0.503, which means it has a fairly strong correlation because the green service quality provided is able to increase the satisfaction of staying guests. Based on the results of simple linear regression analysis, it is known that the green service quality coefficient has a positive value of 0.157, which means that if the green service quality increases by 1 unit, the guest satisfaction variable will increase by 0.157.

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