The Influence of Service Quality on Guest Satisfaction at Sofitel Bali Nusa Dua

Aryani, Desak Putu Ratmi (2025) The Influence of Service Quality on Guest Satisfaction at Sofitel Bali Nusa Dua. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

This study aims to analyze the influence of service quality on guest satisfaction at Sofitel Bali Nusa Dua, based on the importance of service quality in maintaining guest loyalty and increasing hotel occupancy rates. A quantitative approach was used, with data collected through questionnaires distributed to 100 hotel guests. The research object is guests who have stayed at Sofitel Bali Nusa Dua. Data analysis techniques included validity and reliability tests, classical assumption tests, multiple linear regression, t-test, F-test, and the coefficient of determination (R²). The results indicate that service quality has a positive and significant effect on guest satisfaction, with an R² value of 48.2%, meaning service quality explains 48.2% of the variance in guest satisfaction. Among the five SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—reliability and assurance were found to be the most dominant factors affecting guest satisfaction. These findings emphasize the importance of focusing on reliability and assurance improvements as a strategy to enhance guest satisfaction. This research is expected to provide practical contributions to hotel management and serve as a reference for future studies in the field of hospitality management.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Service Quality, Guest Satisfaction, SERVQUAL, Sofitel Bali Nusa Dua
Subjects:	Ilmu Sosial Humaniora > Ilmu Sosial
Divisions:	Jurusan Pariwisata > Prodi D4 Manajemen Bisnis Pariwisata > Skripsi
Depositing User:	Desak Putu Ratmi Aryani
Date Deposited:	04 Aug 2025 06:51
Last Modified:	04 Aug 2025 06:51
URI:	https://repository.pnb.ac.id/id/eprint/15962

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