Pengaruh Kualitas Pelayanan Food and Beverage terhadap Kepuasan Pelanggan pada Hotel Grand Savero Bogor
DOI:
https://doi.org/10.23887/jmpp.v5i3.50720Keywords:
Food and Beverage, Customer Satisfaction, Service QualityAbstract
The increasing development of hotels in Indonesia makes competition in the hospitality sector even higher. Every hotel is required to be able to compete in the market and provide quality services or products so that consumers are satisfied with the services or products provided. One of the departement in the hotel that produces a product (Food and Beverage) is food and beverage. Food and Beverage can develop move attractive Food and Beverage products and always make an updated menu to encourage the interest of guests who stay and do not stay and are interested in buying products made by Food and Beverage. This study aims to determine the effect of service quality from Food and Beverage at Hotel Grand Savero Bogor on customer for satisfaction.
References
Anita Sari, & Fareis Althalets. (2021). Pengaruh kualitas pelayanan food and beverage department terhadap kepuasan konsumen di Mesra Business and Resort HotelSamarinda. Jurnal Kajian Pariwisata dan Bisnis Perhotelan, 2.
Desthiani, U., Suminar, R., & Cristiani, S. (2021). Peran dan tugas administrasi food & beverage service pada Hotel Santika Bsd City Serpong. Proceding Secretari Universitas Pamulang, Vol 1, No.1.
Efit Usvela, Nurul Qomariah, & Yohanes Gunawan Wibowo. (2019). Pengaruh Brand Image, Kepercayaan, Dan Nilai Pelanggan Terhadap Kepuasan Pelanggan Herbalife. Jurnal Manajemen Dan Bisnis Indonesia, 5, 300–312.
Feni Maryati, & Nur Elfi Husda. (2020). Pengaruh fasilitas dan kualitas pelayanan terhadap kepuasan pelanggan pada Holiday Hotel. Jurnal Magisma, Vol 8, No. 1. https://doi.org/10.35829/magisma.v8i1.128
Fera Kurniasari, & Eviatiwi Kusumaningtyas Sugiyanto. (2020). Dimensi kualitas pelayanan sebagai upaya peningkatan kepuasan pelanggan. Business Management Analysis Journal, 3.
Hendriyati, L., & Santoso, I. B. (2021a). Strategi pemasaran food and beverage untuk meningkatkan penjualan pada masa pandemi covid-19 di Cavinton Hotel Yogyakarta, Indonesia. Journal of Tourism and Economic, 4(1), 60–72. https://doi.org/10.36594/jtec.v4i1.111
Herlina, & Lila Muliani. (2020). Pengaruh kualitas pelayanan food and beverage department terhadap kepuasan konsumen Hotel Daily Inn Jakarta. Jurnal Hospitaliti Dan Pariwisata, 1.
I Gede Witayasa, & I Nyoman Sudiarta. (2020). Pengaruh kualitas pelayanan terhadap tingkat kepuasan pelanggan di f&b service departement Nusa Dua Beach Hotel Bali. Journal Ilmiah Hospitality Management, 10.
Juliana, J., Tanujaya, T., & Nathaniel, N. (2021). Analysis of the effect of hotel service quality and hotel facilities on customer satisfaction. JUDICIOUS, 2(1), 1–10. https://doi.org/10.37010/jdc.v2i1.197.
Kurnia, H., Sriyogani, I. A., & Nuryati, N. (2021). Implementasi nilai-nilai Pancasila dalam food and beverage departemen di Restoran Hotel New Saphir Yogyakarta. Jurnal Basicedu, 5(5), 4127–4137. https://doi.org/10.31004/basicedu.v5i5.1473
Lucia Irene Sunyoto, & Yudhiet Fajar Dewantara. (2021). Pengaruh kualitas produk terhadap minat beli ulang di Union Deli Grand Indonesia. Journal FAME, 4.
Muliani, L., Hospitaliti dan Pariwisata, P., & Stiami, I. (2020). Pengaruh kualitas pelayanan food and beverage department terhadap kepuasan konsumen Hotel Daily Inn Jakarta. In Jurnal Hospitaliti dan Pariwisata (Vol. 1, Issue 2). http://ojs.stiami.ac.id
Murdita Wulansari, D., & Fathurrahaman Nurul Hakim, M. (2019). Pelaksanaan operasional food and beverage department dalam pencapian excelent service di Crystal Lotus Hotel Yogyakarta. In Jurnal Khasanah Ilmu (Vol. 10, Issue 2). www.crystallotushotel.com.
Silfia Hastuti. (2019a). Pengaruh kualitas pelayanan food and beverage service terhadap kepuasan pelanggan Hotel Grand Dafam Rohan Syariah. Jurnal Ekobis Dewantara, 2.
Suharna, A., Eldine, A., & Sume, S. A. (2019). Citra merek dan fasilitas (tangible) terhadap kepuasan pelanggan. Manager: Jurnal Ilmu Manajemen, Vol. 2, Issue 1. http://dx.doi.org/10.32832/manager.v2i1.1869
Susepti, A., Hamid, D., & Kusumawati, A. (2017). Pengaruh kualitas pelayanan terhadap kepuasan dan loyalitas tamu hotel (Studi tentang persepsi tamu Hotel Mahkota Plengkung Kabupaten Banyuwangi). Jurnal Administrasi Bisnis (JAB)|Vol (Vol. 50, Issue 5).
Tersiana, A. (2018). Metode Penelitian. Yogyakarta: Yogyakarta.
Sitorus, O. T. (2019). Pengaruh kualitas produk hotel terhadap keputusan menginap tamu di Hotel Grand Inna Medan. JUMANT, Vol. 11, No. 2, p. 91-102, https://jurnal.pancabudi.ac.id/index.php/JUMANT/article/view/695
Thungasal, C. E., & Siagian, I. H. (2019). Pengaruh kualitas layanan dan harga terhadap loyalitas pelanggan melalui kepuasan pelanggan pada Hotel Kasuari. AGORA, Vol. 7, Issue 1.
Tjandra, D. N., & Setiawati, M. (2014). Analisis pengaruh lingkungan kerja, kepemimpinan, dan motivasi terhadap kepuasan kerja karyawan food and beverage “X” Hotel Surabaya. Jurnal Hospitality dan Manajemen Jasa, Vol.2, No. 1.
Ubaid, O., & Hana, A. (2018). Konsep hotel syariah dan implementasinya di Namira Hotel Surabaya. Thesis, UIN Sunan Ampel Surabaya.
Yudhi Yanuar Fiqri. (2021). Pengaruh kualitas pelayanan, citra penginapan dan harga terhadap kepuasan konsumen di Wisma Balqis Kuala Tungkal. Jurnal Manajemen Bisnis Syariah, 1.
Yunus, O. & Maranatha, K. (2016). Pengaruh service quality (tangible, empathy, reliablitity, responsiveness dan assurance) terhadap customer satisfaction: Penelitan pada Hotel Serela Bandung. In Jurnal Manajemen, Vol. 15, Issue 2.
