Kualitas Layanan Karyawan Hotel Berbintang Terhadap Kepuasan Wisatawan Penyandang Disabilitas di Indonesia

Stella Agrippina, Monica Luizjaya, Monika Kristanti

Abstract


Abstrak: Penelitian ini dilakukan untuk menganalisa kualitas layanan karyawan hotel berbintang terhadap kepuasan wisatawan penyandang disabilitas di Indonesia. Metode pengumpulan data dengan menyebarkan kuesioner sebanyak 100. Metode penelitian ini menggunakan PLS (Partial Least Square). Hasil penelitian ini menunjukkan jika kualitas layanan karyawan hotel berbintang dalam hal ini dimensi bukti fisik, keandalan, daya tanggap, jaminan, dan empati memiliki pengaruh yang positif dan signifikan terhadap kepuasan wisatawan penyandang disabilitas. Jaminan merupakan dimensi yang memiliki pengaruh paling dominan terhadap kepuasan wisatawan penyandang disabilitas.
Kata Kunci: kualitas layanan, bukti fisik, keandalan, daya tanggap, jaminan, empati, kepuasan, wisatawan penyandang disabilitas
Abstract: This study is accomplished to analyze the service quality of star rated hotel employees towards the satisfaction of tourist with disabilities in Indonesia. Methods of data collection by distributing questionnaires as many as 100. This research method uses PLS (Partial Least Square). The results of this study indicate if the quality of star rated hotel employee services in this case the dimensions of tangibles, reliability, responsiveness, assurance, and empathy have a positive and significant effect towards the satisfaction of tourists with disabilities. Assurance are the dimensions that have the most dominant influence on the satisfaction of tourists with disabilities.
Keyword: service quality, tangibles, reliability, responsiveness, assurance, empathy, satisfaction, tourists with disabilities


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References


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