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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA HOTEL HORISON KENDARI

Business UHO: Jurnal Administrasi Bisnis · Vol. 1 No. 2 (2016) · pp. 302–312

DOI
10.52423/bujab.v1i2.9562
ISSN
2503-1406
Published
2016-11-10
Publisher
Universitas Halu Oleo
Language
eng
License
creativecommons.org/licenses/by/4.0

Abstract

This study aims to examine how much influence the quality of service on customer satisfaction staying at the Kendari Horizon Hotel. The independent variable consists of Service Quality (X). The dependent variable is Customer Satisfaction (Y). The number of research samples is 96 respondents taken using the Accidental Sampling technique. The analysis used is Simple Regression Analysis whose results are Y = 1, 251 + 0, 761 X. The results of the study show that the independent variable is very influential on the dependent variable. The coefficient of determination (R2) of 0.698 or 69.8% means that the coefficient of determination is good.This research was conducted by distributing questionnaires to several customers of the Kendari Horizon Hotel by Non Probability Sampling with Accidental Sampling techniques and analyzed with simple linear regression. This model emphasizes the effect of service quality on customer satisfaction, the results of which are processed using SPSS.The results of this study indicate that the quality of service has a positive effect on customer satisfaction in the Horizon Kendari hotel. The results of the research show that this research model is acceptable.ABSTRAK Penelitian ini bertujuan menguji seberapa besar pengaruh kualitas pelayanan terhadap kepuasan pelanggan yang menginap di hotel horison Kendari. Variabel independen terdiri dari Kualitas Pelayanan (X). Variabel dependen adalah Kepuasan Pelanggan (Y). Jumlah sampel penelitian adalah 96 Responden yang diambil dengan menggunakan teknik Accidental Sampling. Analisis yang digunakan adalah Analisis Regresi Sederhana yang hasilnya adalah Y = 1, 251 + 0, 761 X. Hasil penelitian menunjukan bahwa variabel independen sangat berpengaruh terhadap variabel dependen. Koefisien Determinasinya (R2) Sebesar 0,698 atau sebesar 69,8% artinya koefisien determinasinya bagus.Penelitian ini dilakukan dengan menyebar kuisioner terhadap beberapa pelanggan Hotel Horison Kendari secara Non Probability Sampling dengan teknik Accidental Sampling dan di analisis dengan regresi linear sederhana. Model ini menekan pada pengaruh kualitas pelayanan terhadap kepuasan pelanggan yang hasilnya di olah dengan menggunakan SPSS.Hasil penelitian ini menunjukkan bahwa kualitas pelayanan berpengaruh positif terhadap kepuasana pelanggan pada hotel horison kendari. Hasi penelitian menunjukan bahwa model penelitian ini dapat diterima.

Keywords

Collaboration network of the authors

40 authors · 140 co-authorship links · 18 across different organisations · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universitas Halu Oleo
  • Institut Agama Islam Negeri Kendari
  • Universitas Muhammadiyah Parepare
  • Universitas Islam Negeri Mataram
  • National Research and Innovation Agency
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Sahrun SahrunAffiliation unknown7
Liwaul LiwaulUniversitas Halu Oleo5
Arifin UthaUniversitas Halu Oleo5
Karsadi KarsadiAffiliation unknown3
Candra Puspita NingtyasAffiliation unknown3
Sartono SartonoUniversitas Halu Oleo2
La Ode AslimUniversitas Halu Oleo2
Asriani AsrianiUniversitas Halu Oleo2
Yudhystira ArdinugrahaAffiliation unknown2
Syahri Nehru HusainAffiliation unknown2
Nurjannah NurjannahInstitut Agama Islam Negeri Kendari2
Gunawan GunawanAffiliation unknown2
Jamal BakeAffiliation unknown2
Muhammad AmirUniversitas Halu Oleo2
Muh AmirUniversitas Halu Oleo2
Muh NasirUniversitas Halu Oleo2
Rahman RahmanAffiliation unknown2
Muhammad BasriAffiliation unknown2
Mustakim MustakimUniversitas Muhammadiyah Parepare2
Bahtiar BahtiarUniversitas Islam Negeri Mataram1
Mayang MartriaAffiliation unknown1
Kalsum KalsumAffiliation unknown1
Adelisna AdelisnaUniversitas Halu Oleo1
Azwar AzwarUniversitas Halu Oleo1
Suriyani BBUniversitas Halu Oleo1
Andi Audia WardanaAffiliation unknown1
Muh Najib HusainAffiliation unknown1
Isra IsraAffiliation unknown1
Taufik TaufikNational Research and Innovation Agency1
Jopang JopangUniversitas Halu Oleo1
La Ode Muhammad ElwanAffiliation unknown1
Erni QomariyahAffiliation unknown1
Rinding RindingAffiliation unknown1
Syamsul AlamAffiliation unknown1
Syafril AlrasidAffiliation unknown1
Rekha Adji PratamaAffiliation unknown1
Kartika Dwi SuryaningrumAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/BUSSINESUHO/oai, first harvested 31 Okt 2026, last seen 1 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">PENGARUH KUALITAS PELAYANAN TERHADAP  KEPUASAN PELANGGAN PADA HOTEL HORISON KENDARI</dc:title>
	<dc:creator>Harnita, Ayu</dc:creator>
	<dc:creator>kambolong, makmur</dc:creator>
	<dc:creator>yusuf, muh</dc:creator>
	<dc:subject xml:lang="en-US">Administrasi Bisnis</dc:subject>
	<dc:subject xml:lang="en-US">Service Quality, Customer Satisfaction</dc:subject>
	<dc:description xml:lang="en-US">This study aims to examine how much influence the quality of service on customer satisfaction staying at the Kendari Horizon Hotel. The independent variable consists of Service Quality (X). The dependent variable is Customer Satisfaction (Y). The number of research samples is 96 respondents taken using the Accidental Sampling technique. The analysis used is Simple Regression Analysis whose results are Y = 1, 251 + 0, 761 X. The results of the study show that the independent variable is very influential on the dependent variable. The coefficient of determination (R2) of 0.698 or 69.8% means that the coefficient of determination is good.This research was conducted by distributing questionnaires to several customers of the Kendari Horizon Hotel by Non Probability Sampling with Accidental Sampling techniques and analyzed with simple linear regression. This model emphasizes the effect of service quality on customer satisfaction, the results of which are processed using SPSS.The results of this study indicate that the quality of service has a positive effect on customer satisfaction in the Horizon Kendari hotel. The results of the research show that this research model is acceptable.ABSTRAK Penelitian ini bertujuan menguji seberapa besar pengaruh kualitas pelayanan terhadap kepuasan pelanggan yang menginap di hotel horison Kendari. Variabel independen terdiri dari Kualitas Pelayanan (X). Variabel dependen adalah Kepuasan Pelanggan (Y). Jumlah sampel penelitian adalah 96 Responden yang diambil dengan menggunakan teknik Accidental Sampling. Analisis yang digunakan adalah Analisis Regresi Sederhana yang hasilnya adalah Y = 1, 251 + 0, 761 X. Hasil penelitian menunjukan bahwa variabel independen sangat berpengaruh terhadap variabel dependen. Koefisien Determinasinya (R2) Sebesar 0,698 atau sebesar 69,8% artinya koefisien determinasinya bagus.Penelitian ini dilakukan dengan menyebar kuisioner terhadap beberapa pelanggan Hotel Horison Kendari secara Non Probability Sampling dengan teknik Accidental Sampling dan di analisis dengan regresi linear sederhana. Model ini menekan pada pengaruh kualitas pelayanan terhadap kepuasan pelanggan yang hasilnya di olah dengan menggunakan SPSS.Hasil penelitian ini menunjukkan bahwa kualitas pelayanan berpengaruh positif terhadap kepuasana pelanggan pada hotel horison kendari. Hasi penelitian menunjukan bahwa model penelitian ini dapat diterima.</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2016-11-10</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:type xml:lang="en-US">Quantitative</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/BUSSINESUHO/article/view/9562</dc:identifier>
	<dc:identifier>10.52423/bujab.v1i2.9562</dc:identifier>
	<dc:source xml:lang="en-US">Business UHO: Jurnal Administrasi Bisnis; Vol 1, No 2 (2016): Business UHO: Jurnal Administrasi Bisnis; 302-312</dc:source>
	<dc:source>2503-1406</dc:source>
	<dc:source>10.52423/bujab.v1i2</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/BUSSINESUHO/article/view/9562/6782</dc:relation>
	<dc:coverage xml:lang="en-US"></dc:coverage>
	<dc:coverage xml:lang="en-US"></dc:coverage>
	<dc:coverage xml:lang="en-US"></dc:coverage>
	<dc:rights xml:lang="en-US">Copyright (c) 2019 Ayu Harnita, makmur kambolong, muh yusuf</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by/4.0</dc:rights>
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