THE EFFECT OF SERVICE QUALITY AND PRICE ON THE LEVEL OF GUEST SATISFACTION OF PRIME PLAZA HOTEL KUALANAMU

Abdul Mujib; Fahmi Sulaiman

Authors

Abdul Mujib Sekolah Tinggi Ilmu Manajemen Sukma
Fahmi Sulaiman Sekolah Tinggi Ilmu Manajemen Sukma

Keywords:

service quality, price, guest satisfaction, conducted, questionnaire, marketing

Abstract

This study was conducted to see empirically the relationship between service quality and hotel price rates on the level of guest satisfaction staying at Prime Plaza Hotel Kualanamu. Researchers use an associative approach to analyze the influence between variables. The subjects of this study were guests who stayed at Prime Plaza Hotel Kualanamu between June to August 2022. From a total population of 4,368 guests, researchers observed as many as 175 samples of respondents who were previously selected through purposive sampling techniques. The research data was collected by researchers through questionnaire media which was then processed and analyzed to prove the hypothesis. The results of the data analysis show that the quality of service and hotel price rates simultaneously have a positive and significant effect on the level of guest satisfaction of Prime Plaza Hotel Kualanamu. It can be seen from the value of the coefficient of determination (adjusted R2) of 0.951 which if interpreted means 95.10% of guest satisfaction of Prime Plaza Hotel Kualanamu can be explained by the quality of guest service and hotel price rates while the remaining 4.90% is explained by other indicators that are not included in the research variables.

Downloads

Download data is not yet available.

References

Cardia. (2019). The Effect of Product Quality, Price and Promotion on Customer Loyalty. Journal of Management, 8(67), 62–81.

Diasari. (2016). The effect of price, product and service quality on customer satisfaction and loyalty. Journal of Management Science and Research (JIRM), 5(12).

Ghozali, I. (2018). Aplikasi Analisis Multivariente Dengan Program SPSS 23 (B. P. U. Diponegoro. (ed.)).

Gofur, A. (2019). Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Pelanggan. Jurnal Riset Manajemen Dan Bisnis, 4(1).

Griffin, J. (2016). Customer loyalty, growing and maintaining customer loyalty. Journal Management.

Herawati, Niken, Hidayat, A., & Suwarsito. (2018). Analysis of the Effect of Service Quality and Price on Customer Satisfaction. Journal of Management Partners, 2(5), 22–35.

Imron. (2019). Analisa Pengaruh Kualitas Produk Terhadap Kepuasan Konsumen Menggunakan Metode Kuantitatif Pada CV . Meubele Berkah Tangerang. 5(1), 19–28.

Indrasari, D. M. (2019). PEMASARAN DAN KEPUASAN PELANGGAN. Scientific Journal of Management Science Surabaya.

Irfan, & Muhammad, A. (2019). The Effect of Service Quality, Price and Facilities Provided by Kenari Waterpark Bontang on Customer Satisfaction. Al-Infaq: Journal of Islamic Economics, 9(2), 82.

Išoraitė, M. (2016). Marketing Mix Theoretical Aspects. International Journal of Research Granthaalayah, 4(6), 2394–3629.

Jamarnis, S., & Susanti, F. (2019). Price influence and advertising through the internet on the purchase decision of Lux brand soap products at STIE “KBP” Padang students. Jurnal Theoretical and Applied Management, 2(1), 1–10.

Kotler, P., & Keller, K. L. (2018). Manajemen Pemasaran, Edisi Ketiga Belas. In Jilid 1. PT Gelora Aksara Pratama.

Krisnawati. (2016). Analysis of the Effect of Service Quality on Customer Satisfaction of Gas Station No. 64,751. 15 Samarinda. Journal of Business Administration.

Nugraha, Muhyar, & Sumadi. (2020). The Effect of Service Quality and Price Perception on Patient Satisfaction in Type C Hospital Kebumen Regency. Scientific Journal of Today’s Global Economy, 11.

Paradila, H. (2023). Analysis of the Effect of Product Quality, Price and Location on Customer Purchasing Decisions at PT. Carsurindo Siperkasa. JIKEM: Journal of Computer Science, Economics and Management, 3(1), 29–38.

Permanawati, R. R., & Yulianeu, A. (2018). Sistem Pakar Untuk Menentukan Suatu Peluang Usaha Dengan Menggunakan Metode Smarter Dan Oreste. Jumantaka, 1(1), 31–40.

Prakoso, A. P. (2020). The Effect Of Work System And Service Quality Toward Guest Satisfaction At Front Office Departmen In Bwalk Hotel, Du, Malang. Journal of Economic Appreciation, 8(2).

Priansa, D. J. (2017). Business Organization Behavior. Alfabeta.

Rosalina, M., Qomariah, N., & Sari, M. I. (2019). The impact of promotion, price and product quality on consumer loyalty of Oppo smartphones. Journal of Science and Technology Research, 4(2), 161–174.

Setyawan, Ari, R., & Walter, F. (2018). Roof. Usability measurement of Sambal Nyoss e- commerce website using Likert scale method. Journal Compiler, 7(1).

Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, Dan R&D (C. Alfabeta (ed.)).

Walukow, D. N., & Et, A. (2019). Relationship Between Quality Of Health Services And Patient Satisfaction At Puskesmas Pineleng Minahasa Regency. Journal of Kesmas, 8.