1 DAFTAR ISI PERNYATAAN... i ABSTRAK... ii KATA PENGANTAR... iii DAFTAR ISI... iv DAFTAR TABEL... vi DAFTAR GAMBAR... ix UCAPAN TERIMAKASIH... xi BAB ...
PERNYATAAN .............................................................................................. i ABSTRAK ....................................................................................................... ii KATA PENGANTAR .................................................................................... iii DAFTAR ISI ................................................................................................... iv DAFTAR TABEL ........................................................................................... vi DAFTAR GAMBAR ....................................................................................... ix UCAPAN TERIMAKASIH ............................................................................ xi
BAB I PENDAHULUAN ................................................................................ 1 A. Latar Belakang Masalah ............................................................................. 1 B. Rumusan Masalah ...................................................................................... 7 C. Tujuan Penelitian ....................................................................................... 7 D. Manfaat Penelitian ..................................................................................... 7 E. Sistematika Penelitian ................................................................................ 8
BAB II TINJAUAN PUSTAKA ..................................................................... 9 A. Produk ....................................................................................................... 9 B. Definisi Kualitas dan Pelayanan (Banquet) ................................................. 12 C. Kepuasan Konsumen (Tamu Bisnis) ........................................................... 27 D. Hipotesis .................................................................................................... 35 E. Kerangka Pemikiran ................................................................................... 37
BAB III METODE PENELITIAN ................................................................. 38 A. Lokas Penelitian ......................................................................................... 38 B. Metode Penelitian ...................................................................................... 39 C. Definisi Operasional................................................................................... 39 D. Populasi, Sampel, dan Teknik Sampling ..................................................... 40 E. Instrumen Penelitian................................................................................... 53 Lufi Nurfitriani Hayuning 2014 Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
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F. Teknik Analisis Data .................................................................................. 59 G. Jenis dan Sumber Data ............................................................................... 74 H. Teknik Pengumpulan Data ......................................................................... 75
BAB IV HASIL PENELITIAN DAN PEMBAHASAN ................................. 76 A. Profil Perusahaan ...................................................................................... 76 B. Profil Tamu Bisnis .................................................................................... 86 C. Penilaian Tamu Bisnis terhadap Augmented Product Paket Meeting di Savoy Homannn Bidakara Hotel .......................................................................... 88 D. Kualitas Pelayanan Banquet di Savoy Homann Bidakara Hotel ............... 103 E. Tingkat Kepuasan Tamu Bisnis atas Pelayanan Meeting di Savoy Homann Bidakara Hotel.......................................................................... 118 F. Pengaruh Augmented Product Paket Meeting dan Kualitas Pelayanan Banquet di Savoy Homann Bidakara Hotel ............................................. 142 G. Analisis Korelasi ..................................................................................... 144
BAB V KESIMPULAN DAN SARAN ......................................................... 146 A. Kesimpulan .............................................................................................. 146 B. Saran ........................................................................................................ 147
DAFTAR PUSTAKA .................................................................................... 148 LAMPIRAN .................................................................................................. 152
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DAFTAR TABEL
Tabel Tabel 1.1 Daftar Hotel Bintang Empat di Kota Bandung ................................... 3 Tabel 1.2 Competitor Statistic Report Hotel Bintang Empat di Kota Bandung Tahun 2013 ....................................................................................... 4 Tabel 2.1 Definisi Koneseptual dan Operasional Kepuasan Pengunjung ............ 30 Tabel 3.1 Pemakaian Ruangan Meeting di Savoy Homann Bidakara Hotel ........ 40 Tabel 3.2 Operasional Variabel Penelitian ......................................................... 44 Tabel 3.3 Hasil Uji Validitas ............................................................................. 54 Tabel 3.4 Kategori Koefisiensi Reliabilitas ....................................................... 57 Tabel 3.5 Hasil Uji Reliabilitas ......................................................................... 58 Tabel 3.6 Kriteria Nilai pada Skala ................................................................... 60 Tabel 3.7 Uji Normalitas ................................................................................... 63 Tabel 3.8 Uji Multikolinieritas .......................................................................... 64 Tabel 3.9 Uji Heteroskedastisitas ...................................................................... 66 Tabel 3.10 Uji Autokorelasi .............................................................................. 67 Tabel 3.11 Uji t ................................................................................................. 70 Tabel 3.12 Uji F ................................................................................................ 73 Tabel 4.1 Daftar Ruangan Meeting di Savoy Homann Bidakara Hotel ............... 82 Tabel 4.2 Penilaian Tamu Bisnis mengenai Augmented Product Paket Meeting di Savoy Homann Bidakara Hotel ......................................................... 89 Tabel 4.3 Penilaian Tamu Bisnis terhadap Desain/Gaya pada Augmented Product Paket Meeting di Savoy Homann Bidakara Hotel .............................. 92 Tabel 4.4 Penilaian Tamu Bisnis terhadap Kemasan Augmented Product Paket Meeting di Savoy Homann Bidakara Hotel........................................ 94 Tabel 4.5 Penilaian Tamu Bisnis terhadap Merek di Savoy Homann Bidakara Hotel ................................................................................................. 96 Tabel 4.6 Penilaian Tamu Bisnis terhadap Penyampaian Jasa di Savoy Homann Bidakara Hotel .................................................................................. 98
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Tabel 4.7 Penilaian Tamu Bisnis Mengenai Augmented Product Paket Meeting di Savoy Homann Bidakara Hotel ....................................................... 100 Tabel 4.8 Penilaian Tamu Bisnis Mengenai Aspek Tangible dalam Kualitas Pelayanan Banquet di Savoy Homann Bidakara Hotel ..................... 103 Tabel 4.9 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan Banquet dalam Aspek Reliability di Savoy Homann Bidakara Hotel........................ 106 Tabel 4.10 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan Banquet dalam Aspek Responsiveness di Savoy Homann Bidakara Hotel................ 108 Tabel 4.11 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan Banquet dalam Aspek Assurance di Savoy Homann Bidakara Hotel........................ 110 Tabel 4.12 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan Banquet dalam Aspek Empathy di Savoy Homann Bidakara Hotel.......................... 113 Tabel 4.13 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan di Savoy Homann Bidakara Hotel ................................................................................ 115 Tabel 4.14 Kepuasan Tamu Bisnis atas Pelayanan Banquet ............................. 118 Tabel 4.15 Skor Importance ............................................................................ 120 Tabel 4.16 Skor Kepuasan............................................................................... 121 Tabel 4.17 Skor Gap Antara Importance dan Kepuasan Aspek Tangible ......... 124 Tabel 4.18 Faktor Pembobot Aspek Tangible .................................................. 124 Tabel 4.19 Skor Kepuasan Tertimbang Aspek Tangible .................................. 125 Tabel 4.20 Skor Gap Antara Importance dan Kepuasan Aspek Reliability ....... 126 Tabel 4.21 Faktor Pembobot Aspek Reliability ............................................... 127 Tabel 4.22 Skor Kepuasan Tertimbang Aspek Reliability ................................ 128 Tabel 4.23 Skor Gap Antara Importance dan Kepuasan Aspek Responsiveness129 Tabel 4.24 Faktor Pembobot Aspek Responsiveness ....................................... 130 Tabel 4.25 Skor Kepuasan Tertimbang Aspek Responsiveness ....................... 131 Tabel 4.26 Skor Gap Antara Importance dan Kepuasan Aspek Assurance ....... 132 Tabel 4.27 Faktor Pembobot Aspek Assurance................................................ 133 Tabel 4.28 Skor Kepuasan Tertimbang Aspek Assurance ................................ 134 Tabel 4.29 Skor Gap Antara Importance dan Kepuasan Aspek Empathy ......... 135 Tabel 4.30 Faktor Pembobot Aspek Empathy .................................................. 135 Lufi Nurfitriani Hayuning 2014 Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Lufi Nurfitriani Hayuning 2014 Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
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DAFTAR GAMBAR
Gambar Gambar 1.1 Pemakaian Ruangan Berdasarkan Event ....................................... 5 Gambar 2.1 Model Konseptualisasi Servqual ................................................... 25 Gambar 2.2 Konsep Kepuasan Pelanggan ........................................................ 31 Gambar 2.3 Total Perceived Quality ................................................................ 33 Gambar 2.4 Kerangka Pemikiran ..................................................................... 37 Gambar 3.1 Peta Savoy Homann Bidakara Hotel ............................................. 38 Gambar 3.2 Daerah Penerimaan dan Penolakan H0 Daerah Uji t ...................... 69 Gamber 3.3 Daerah Penerimaan dan Penolakan H0 Daerah Uji F .................... 72 Gambar 4.1 Logo Hotel Savoy Homann Bidakara Hotel Bandung ................... 80 Gambar 4.2 Motto Savoy Homann Bidakara Hotel .......................................... 81 Gambar 4.3 Struktur Organisasi F & B Department ........................................ 85 Gambar 4.4 Jenis Kelamin Responden ............................................................ 86 Gambar 4.5 Pekerjaan Responden .................................................................... 86 Gambar 4.6 Latar Belakang Pendidikan ........................................................... 87 Gambar 4.7 Pendapatan Responden ................................................................. 88 Gambar 4.8 Garis Kontinum Penilaian Tamu Bisnis Mengenai Fitur pada Augmented Product Paket Meeting di Savoy Homann Bidakara Hotel ............................................................................................ 91 Gambar 4.9 Garis Kontinum Penilaian Tamu Bisnis Mengenai Desain/Gaya pada Augmented Product Paket Meeting di Savoy Homann Bidakara Hotel ............................................................................................ 93 Gambar 4.10 Garis Kontinum Penilaian Tamu Bisnis Mengenai Kemasan Augmented Product Paket Meeting di Savoy Homann Bidakara Hotel ............................................................................................ 95 Gambar 4.11 Garis Kontinum Penilaian Tamu Bisnis Mengenai Merek di Savoy Homann Bidakara Hotel ............................................................... 98 Gambar 4.12 Garis Kontinum Penilaian Tamu Bisnis Mengenai Penyampaian Jasa
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atas Augmented Product Paket Meeting di Savoy Homann Bidakara Hotel............................................................................................. 100 Gambar 4.13 Garis Kontinum Augmented Product Paket Meeting ................... 103 Gambar 4.14 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek Tangible dalam Kualitas Pelayanan Banquet di Savoy Homann Bidakara Hotel .......................................................................................... 105 Gambar 4.15 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek Reliability dalam Kualitas Pelayanan Banquet di Savoy Homann Bidakara Hotel .......................................................................................... 107 Gambar 4.16 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek Responsiveness dalam Kualitas Pelayanan Banquet di Savoy Homann Bidakara Hotel ............................................................. 109 Gambar 4.17 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek Assurance dalam Kualitas Pelayanan Banquet di Savoy Homann Bidakara Hotel .......................................................................................... 112 Gambar 4.18 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek Assurance dalam Kualitas Pelayanan Banquet di Savoy Homann Bidakara Hotel .......................................................................................... 114 Gambar 4.19 Garis Kontinum Kualitas Pelayanan Banquet di Savoy Homann Bidakara Hotel ........................................................................... 117 Gambar 4.20 Analisis Gap Berdasarkan Skor Importance dan Kepuasan ......... 139
Lufi Nurfitriani Hayuning 2014 Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
