Deska Andriani Koentjoro, Laurensia Giovanni Chandra


Penelitian ini dilakukan untuk mengetahui pengaruh komponen-komponen pembentuk
guest experience terhadap guest satisfaction pada Hotel Majapahit Surabaya Managed by
AccorHotels. Data diambil dari 105 orang responden yang pernah menginap di Hotel
Majapahit Surabaya Managed by AccorHotels dengan menggunakan teknik purposive
sampling. Teknik analisa data yang digunakan adalah analisis regersi linear berganda. Hasil
penelitian menunjukkan bahwa pengalaman yang dibentuk oleh service product, servicescape,
dan service delivery system berpengaruh secara positif terhadap guest satisfaction. Variabel
servicescape saja yang berpengaruh signifikan dan dominan.


This study was conducted to determine influences of each guest experience
forming components on guest satisfaction at Hotel Majapahit Surabaya Managed by
AccorHotels. Data were collected from 105 respondents who had stayed at Majapahit Hotel
Surabaya using a purposive samping technique. The data analysis technique used in this
research is a multiple linear regression. The result show that the experience formed by
service product, servicescape, and service delivery system positively influence guest
satisfaction. Servicescape variable have a significant and dominant effect.


Guest Experience, Service Product, Servicescape, Service Delivery System, Guest Satsifaction.

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