The Implementation of E-Service Quality in Enhancing Customer Satisfaction Through Marriott Bonvoy Apps at Sthala A Tribute Portfolio Hotel Ubud Bali

Yanti, Ni Wayan Ayuk Trisna and Wendri, I Gusti Made and Puspita, Ni Putu Lianda Ayu (2023) The Implementation of E-Service Quality in Enhancing Customer Satisfaction Through Marriott Bonvoy Apps at Sthala A Tribute Portfolio Hotel Ubud Bali. Undergraduate thesis, Politeknik Negeri Bali.

	Text (Cover - Chapter 1, Chapter 5 and References) RAMA_93303_1915834054_0023095811_0008089105_part.pdf - Published Version Available under License Creative Commons Attribution Share Alike. Download (1MB)
	Text (Full Text) RAMA_93303_1915834054_full.pdf - Accepted Version Restricted to Repository staff only Download (3MB) | Request a copy

Abstract

This research entitled "The Implementation of E-Service Quality in Enhancing Customer Satisfaction Through Marriott Bonvoy Apps at Sthala, A Tribute Portfolio, Hotel Ubud Bali" focuses on electronic service quality and customer satisfaction. The purpose of this research is to determine the effect of electronic service quality as well as the Marriott Bonvoy application which has 7 indicators of electronic service quality including: efficiency, system availability, fulfillment, privacy, responsiveness, compensation, and contact at Sthala, a Tribute Portfolio Hotel, Ubud Bali on customer satisfaction. This study uses Simple Linear Regression analysis, the total population in this study were 100 people. The sample used in this study was 100 customers who lived and visited Sthala, a Tribute Portfolio Hotel, Ubud Bali using purposive sampling method. Data was collected using a technique of distributing questionnaires with a Likert scale, interviews and documentation. Data analysis techniques in this study are instrument tests, correlation tests, classical assumption, then partial tests (T), simple linear regression tests and coefficient of determination tests using SPPS 25. From the results of the research, it is known that the hotel has implemented e-service quality properly, it can be seen from the results obtained that e-service has a significant effect on customer satisfaction, in the test results the coefficient of determination is 0.68, which means that e-service has an effect of 68 percent in increasing customer satisfaction and 34 percent of other factors which are not examined in this research.

Actions (login required)

View Item