PENGARUH EMPLOYEE SATISFACTION TERHADAP PROFITABILITY PADA HOTEL BERBINTANG TIGA DI SURABAYA
Keywords:
value creation, service quality, brand, price, One-Way ANOVA.Abstract
The desire to be able to grow makes the company try to compete by providing the best service to its customers, so that the company can obtain an increase in profit. In the effort to provide the best service, it won’t be apart from the effort of the employees, so the employee’s satisfaction become a mandatory requirement that must be fulfilled by the company management. Same circumstances may also occur in the service of the hotel business. Based on those phenomenas, this study will attempt to demonstrate the effectiveness of the Balanced Scorecard on Three-Star Hotel in Surabaya. The research’s objects were 5 Three-Star hotels in Surabaya by taking sample of 8 employees in each division and 8 customers. The results of the analysis is using Partial Least Square.References
Arikunto, Suharsimi. (2009). Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta : Rineka Cipta
As'ad, Moh. (2004). Seri Ilmu Sumber Daya Manusia: Psikologi Industri. Jakarta: Liberty
Azwar, Saifuddin. (2003). Penyusunan Skala Psikologi. Yogyakarta: Pustaka Pelajar
Aykac, Selcen O., Aydin, Serkan, and Ayse T. Cetin. (2007). Effects of Service Quality on Customer Satisfaction and Customer Loyalty: Marmara University Hospital.
Bogdan. (1992). Introduction to Qualitative Research Methotds : A Phenomenological Approach in the Social Sciences, alih bahasa Arief Furchan, John Wiley dan Sons. Surabaya: Usaha Nasional.
Crosby, Philip. (1996). Quality is still free: Making Quality Certain in Uncertain Times. McGraw-Hill.
Churcill, G.A and Suprenant, C. (1982). An Investigation Into The Determinants ofCustomer Satisfaction. Journal of Marketing Research, Vol. 19, November
Deming, Edward W. (1986). Out of Crisis. Cambridge
Data statistik BPS Jawa Timur. Retrieved March 10, 2012, from http://jatim.bps.go.id/
Devie., Tarigan, Josua., Widjaja, Deborah C. (2011). The Impact of Employees Satisfaction on Profitability of Restaurants and Cafes: A Research In Surabaya, Indonesia. Proceeedings of 2011 2nd ICME.
Dominici, Gandolfo. (2010). Customer Satisfaction in The Hotel Industry: A Case Study from Sicily. International Journal of Marketing Studies 2(2)
Dotson, Jeffrey P. and Allenby, Greg M. (2010). Investigating the Strategic Influence of Customer and Employee Satisfaction on Firm Financial Performance.
Efferin, S. (2008). Metode Penelitian Akuntansi (Mengungkap Fenomena dengan Pendekatan Kuantitatif dan Kualitatif). Graha Ilmu: Yogyakarta
Fei, Sue (2011). Pengaruh Kepuasan Kerja Karyawan Terhadap Profitabilitas Restoran dan Cafe di Pakuwon Trade Center. (TA No.32010251/AKT/2011). Unpublished undergraduate thesis, Universitas Kristen Petra, Surabaya.
Hartono. (2005). Hubungan Teori Signalling dengan Underpricing Saham Perdana di Bursa Efek Jakarta, Jurnal Bisnis dan Manajemen : pp 35-48.
Hasibuan. (2007). Manajemen Sumber Daya Manusia. Jakarta: PT. Bumi Aksara
Hawkins et al. (2009). Consumer Behaviour: Building Marketing Strategy. New York: McGraw-Hill International Edition
Hotel di Surabaya. (n.d). Retrieved April 5, 2012, from http://www.wego.co.id
Kaplan, Robert. S and David P. Norton. (2000). Balanced Scorecard Menerapkan Strategi Menjadi Aksi. Jakarta: Erlangga
Keputusan Menteri Parpostel no Km 94/HK103/MPPT 1987. Retrieved March 19, 2012
Keputusan Direktorat Jendral Pariwisata, Pos dan Telekomunikasi no 22/U/VI/1978 tanggal 12 Juni 1978. Retrieved March 19, 2012
Kotler, Phillip. (2005). Manjemen Pemasaran Edisi II. Jakarta: PT. Index
Lawson, Fred. (1976). Hotels, Motels, and Condominiums: Design, Planning, and Maintenance. London: The Architectural Press
Leland, H. and Pyle, D. (1977). Informational Asymetries, Financial Structure, and Financial intermediation. Journal of Finance
Mulyadi and Johny Setiawan. (2000). Sistem Perencanaan dan Pengendalian Manajemen. Jakarta: Salemba Empat
Munandar. (2006). Psikologi Industri dan Organisasi. Jakarta: UI Press
Parasuraman. (2005). Delivering Quality Service: Balancing Customer Perception and Expectation. New York: The Free Press
Pusathotel.com. Retrieved January 11, 2013
Ramseook-Munhurrun, Prabha., Naidoo, Perunjodi., and Lukea-Bhiwajee, Soolakshna D. (2010). Measuring service quality: perceptions of employees. Global Journal of Business Research 4(1).
Shoemaker et al. (2008). Marketing Essentials in Hospitality.
Sugiarto, Endar and Sri Sulatiningrum. (1996). Pengantar Akomodasi dan Restoran. Jakarta: Gramedia Pustaka Utama
Sugiyono. (2007). Statistika untuk Penelitian. Bandung: CV. Alfabeta
Sugiyono. (1999). Metode Penelitian Bisnis. Bandung: CV. Alfabeta
Tarmoezi, Trisno. (2004). Professional Hotel Front Liner. Jakarta: Oriental
Tjiptono, Fandy. (1997). Strategi Pemasaran 2nd edition. Yogyakarta: ANDI
Tom, Zeynep. (2009). The Effect of Labor on Profitability: The Role of Quality. Harvard Business School.
Wexley, K. W and Gray A. Yukl. (1977). Organizational Behaviour and Personnel Psychology. Homewood Illionis: Richard D. Irwin
Winardi. (2001). Sistem Manajemen Kinerja. Jakarta: PT. Gramedia Pustaka Utama
Yee, W. Y. Rachel., Yeung, Andy C. L. & Cheng, T. C. Edwin.. (2008). The impact of employee satisfaction on quality and profitability in high-contact service industries. Journal of Operations Management 26(1).
