Pengaruh Kualitas Pelayanan Personal Butler Terhadap Kepuasan Tamu di Ametis Villa Bali
DOI:
https://doi.org/10.51713/jotis.2024.4246Keywords:
service quality, guest satisfaction, personal butler, responsivenessAbstract
This research aims to determine the influence of personal butler service quality on guest satisfaction at Ametis Villa Bali as well as the service quality variables that most influence guest satisfaction. The population in the research were guests staying at Ametis Villa Bali with a sample of 65 people using a purposive sampling technique while data collected through observation, interviews, questionnaires and documentation. Data testing was carried out using multiple linear regression, coefficient of determination, T-test and F-test. The research found out (a) the quality of personal butler service which includes physical evidence, reliability, responsiveness, empathy and guarantee has a significant positive effect on guest satisfaction both partially and simultaneously, and (b) the responsiveness variable has more dominant influence on guest satisfaction. This shows that the speed and accuracy of the response given by the butler is the key to guest satisfaction since the Ametis Villa butler can even be contacted within 24 hours. Based on the results of the analysis, it can be recommended that the management of Ametis Villa Bali improve the cleanliness of the facilities and tools used in serving guests, accompanied by supervision of butlers in providing services. For butler resources, skills refreshment and training in English or other foreign languages should be designed so as to minimize guest complaints, instead exceeding guest expectations, including fulfilling special guest requests.
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