Pengaruh Kinerja Receptionist dan Kepercayaan Pelanggan Terhadap Kesetiaan Pelanggan di The Sultan Hotel & Residence Jakarta Linda Desafitri Ratu Bilqis*, Irfal, Trixie Sondang Milka Sekolah Tinggi Pariwisata Trisakti Jakarta e-mail: lindadesafitri@stptrisakti.ac.id

Desafitri Ratu Bilqis, Linda (2021) Pengaruh Kinerja Receptionist dan Kepercayaan Pelanggan Terhadap Kesetiaan Pelanggan di The Sultan Hotel & Residence Jakarta Linda Desafitri Ratu Bilqis*, Irfal, Trixie Sondang Milka Sekolah Tinggi Pariwisata Trisakti Jakarta e-mail: lindadesafitri@stptrisakti.ac.id. AT – TADBIR JURNAL ILMIAH MANAJEMEN, Vol. 5 (No. 1). pp. 47-58. ISSN P-ISSN 1979-1127 dan E-ISSN 2502-7433

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Abstract

The purpose of this study was to determine the receptionist's performance and trust in customer loyalty. Quantitative descriptive method with simple random sampling procedure with a sample size of 100 respondents. The results of the research get a total mean value of Receptionist Performance (X1) of 59.39 and a total mean value of Customer Trust (X2) of 12.94 and Customer Loyalty (Y) a total value of 22.48. Based on the results of the T test that has been conducted, it can be concluded that Receptionist Performance (X1) has a partial effect and Customer Trust (X2) has a partial effect on Customer Loyalty (Y). Based on the results of the F Test that has been carried out, it can be concluded that there is a simultaneous influence between Receptionist Performance (X1) and Customer Trust (X2) on Customer Loyalty (Y). The correlation coefficient test shows that there is a strong enough relationship between receptionist performance and customer loyalty at The Sultan Hotel & Residence Jakarta and there is a strong enough relationship between customer trust (X2) and customer loyalty at The Sultan Hotel & Residence Jakarta (Y). Based on the coefficient of determination, the results show that Receptionist Performance (X1) and Customer Trust (X2) affect Customer Loyalty (Y) by 32%, while the remaining 68% is influenced by other factors not examined in this study Keywords: : Customer Trust, Receptionist Performance, Customer Loyalty

Item Type: Article
Subjects: F Hospitality & Tourism > F001 Hospitality
Divisions: Perhotelan > Pengelolaan Perhotelan (D4)
Depositing User: Mrs. LINDA DESAFITRI RATU BILQIS
Date Deposited: 09 Mar 2021 04:22
Last Modified: 09 Mar 2021 04:22
URI: http://repository.stptrisakti.ac.id/id/eprint/707

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