Implementation of Pro-Environmental Behaviors by Front Office Staff in Improving Service Quality at Melia Bali

Sulastri, Putu Ari and Ernawati, Ni Made and Sari, I Gusti Agung Mas Krisna Komala (2023) Implementation of Pro-Environmental Behaviors by Front Office Staff in Improving Service Quality at Melia Bali. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

This study focuses on implementation of pro-environmental behavior by Front Office staff and how it affects the service quality at Melia Bali. The data collection method used was direct observation, distributing questionnaires with census samples to 43 Front Office staff as respondents, and interviewing Front Office Supervisor Melia Bali. The data analysis technique used is descriptive statistical data analysis and simple linear regression to answer the problem formulation in this study using the SPSS Version 26 application. The results of the analysis show that the implementation of pro-environmental behavior by front office staff is in very good criteria with an average value of 4.43. There is only 1 implementation that is at high criteria and is still not well implemented, namely participating in social activities related to the environment with an average value of 4.27. The implementation of pro-environmental behavior has a strong positive relationship and has a significant effect on service quality. The results of simple linear regression analysis show that if the implementation of pro-environmental behavior increases, the service quality will also increase. The influence of the implementation of pro-environmental behavior by front office staff contributed 43.8% in improving service quality at Melia Bali, while the remaining 56.2% was influenced by other factors that were not included in this study. After conducting interviews with the front office supervisor, it turns out that the thing that most influences service quality in front office operational activities such as product knowledge, distribution of schedules and manning on certain days, and experience and length of service of the staff.

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