Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus di Hotel Travellers Phinisi Makassar)

The purpose of this study was to determine the level of Hotel Customer Satisfaction on the Quality of Hotel Travelers Phinisi Service. This study aims to analyze the effect of service quality on customer satisfaction at the Travelers Phinisi Hotel Makassar. This study uses five independent variables, namely tangibel, reliability, responsiveness, assurance and empathy with one dependent variable, namely customer satisfaction. After reviewing the literature and the field and formulating hypotheses, the data in this study were collected by distributing questionnaires to 100 hotel guests who had stayed at the Hotel Travelers Phinisi Makassar as the research sample. The sampling technique used is purposive sampling. The data analysis method used is quantitative analysis, namely validity and reliability test, classical assumption test, multiple linear regression analysis, t test and F test and the coefficient of determination. Based on data analysis, the results of the study indicate that the indicators in this study are valid and reliable. In the classical assumption test, the data is normally distributed, there is no heteroscedasticity and multicollinearity. In the hypothesis test reliability, responsiveness, assurance and empathy have no significant effect on customer satisfaction. And the tangible hypothesis test has a positive and significant effect on customer satisfaction. Keywords: Service Quality, Customer Satisfaction, Tangibel, Reliability, Responsiveness, Assurance, Empathy