PENGARUH EMPLOYEE EMPOWERMENT TERHADAP SERVICE QUALITY PADA HOTEL X DI BALIKPAPAN

Yoanna Natasha Wijaya(1*), Catherina Catherina(2), Deborah Christine Widjaja(3),


(1) 
(2) 
(3) 
(*) Corresponding Author

Abstract


Penelitian ini dilakukan untuk mengetahui pengaruh employee empowerment terhadap service quality pada Hotel X di Balikpapan. Teknik analisa data yang digunakan dalam penelitian ini adalah kuantitatif kausal dengan metode Structural Equation Modeling dan menggunakan aplikasi SmartPLS software. Hasil penelitian ini menunjukkan bahwa employee empowerment berpengaruh positif terhadap job satisfaction dan service behavior, serta job satisfaction dan service behavior berpengaruh positif terhadap service quality. Sedangkan employee empowerment berpengaruh negatif terhadap service quality.


Keywords


Employee Empowerment, Service Quality, Service Behavior, Job Satisfaction.

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References


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