The Influence of Employee Performance and Service Quality on Customer Satisfaction at Bernard's Guesthouse Tuktuk Siadong Samosir
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Published:
Dec 30, 2023
Keywords:
Employee Performance, Service Quality, Customer Satisfaction
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Articles
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Abstract
This study aims to determine the effect of employee performance and service quality on customer satisfaction at Bernard's Guesthouse Tuktuk Siadong Samosir. The research method used is descriptive quantitative method with data analysis, namely validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, simple linear regression analysis, multiple linear regression analysis, coefficient of determination (r2), and hypothesis testing. The population in this study were all employees at Bernard'S Guest House as many as 30 people. The data source of this research is primary data by using a research instrument in the form of a questionnaire. The results of this study indicate that partially employee performance variables (X1) and service quality variables (X2) have a significant positive effect on customer satisfaction (Y) at Bernard's Guesthouse Tuktuk Siadong Samosir.
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How to Cite
K Tarigan, A., Saragih, J., Wardati, J., & Nasution, N. S. A. (2023). The Influence of Employee Performance and Service Quality on Customer Satisfaction at Bernard’s Guesthouse Tuktuk Siadong Samosir. ProBisnis : Jurnal Manajemen, 14(6), 849–860. https://doi.org/10.62398/probis.v14i6.440
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Armstrong (2015). Quality Affects Performance in a Service.
Aria, Atik, Kotler (2013). Customer Satisfaction in Service and Level Satisfaction
Arianto, Kotler, Keller, Kasmir (2018). Quality of Service in a Customer
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Chusminah Sm, R. Ati Haryani (2019). Purpose of Job Appraisal in Employees
Edison, Simamora, (2015). Performance in Profit Oriented and Non-Profit Oriented Organizations.
ENdang (2019) The Influence of Facilities and Service Quality on User Satisfaction of the Commodity Warehouse Receipt System in Bojonegoro Regency.
Evita, SN (2017). Employee Performance Assessment Using Behaviorally Anchor Rating Scale and Management Methods
Fahmi (2016). Influence of Employee Performance, Dimensions and Performance Indicators
Gofur (2019). The Influence of Service Quality and Price on Satisfaction Customers and Using Multiple Regression Method, Yang The results show that the quality of service and price Positive Impact on Customer Satisfaction.
Hernawan, A. (Eds.). (2013, January 5). This year the Mercure Grand Mirama Hotel adds 125 rooms. Lensa Indonesia.Com. Retrieved from Irama-Tambah-125-Kamar.
Hita, Y., Pradhanawati, A., & Hidayat, W. (2013). The Influence of Compensation and Work Discipline on Employee Performance with Motivation as an Intervening Variable at Perum Perhutani Unit 1 Central Java. Undip Undergraduate Business Administration Journal, 2(2), 40–51.
Indriyati (2017). The Influence of Leadership, Discipline and Motivation On Employee Performance with Islamic Work Ethics as Mediation. Upajiwa Dewantara Journal: Economics, Business and Management, 1(2), 134–146 Irawan, R. (2018). The Effect of Discipline on Performance Employees On PtRelas Abadi Jakarta Ii (1), 1–7
Jufrizen. (2018). The Influence of Work Motivation in Moderating Compensation and Work Discipline on Employee Performance. Journal Proceedings of The National Conference Management And Business, 1(1), 405–424.
Cashmere (2016) . Factors That Influence Performance
Moha And Loindong, ND, (2016). Analysis of Service Quality and Facilities on Consumer Satisfaction at the Yuta Hotel in Manado City
Muhammad Fakhry Amrullah (2018). Quality of Service at Laa Royba Di Hotel Pekalongan.
Noerchoidah (2017). The Influence of Service Quality on Customer Satisfaction Orenztaxi Study in Surabaya
Nugroho (2015). The Importance of Customer Satisfaction
Alma, Tjiptono (2014). Measuring Customer Satisfaction and the Emergence of a Customer Dissatisfaction.
Almustafa, Reza (2014). The Influence of the Work Environment, Work Motivation, Discipline, Work on Employee Performance: Study of Perum Bulog Employees, Jakarta Regional Division. Thesis. Faculty of Economics and Business, Management, Diponegoro University Semarang.
Agung Wibowo (2013). The Influence of Service Quality on Visitor Satisfaction About Hospitality Services at the Purnama Hotel Tuban.
AGustini, NKI, & Dewi, AASK (2019). Effect of Compensation, Discipline Worka And Motivation on Employee Performance. Management Journal
Armstrong (2015). Quality Affects Performance in a Service.
Aria, Atik, Kotler (2013). Customer Satisfaction in Service and Level Satisfaction
Arianto, Kotler, Keller, Kasmir (2018). Quality of Service in a Customer
Aviliani, R and Wilfridus, L. 1997. "Building Customer Satisfaction Through Service Quality" Aritonang R. Lerbin, Customer Satisfaction, 2005, Jakarta: Pt Gramedia Pustaka Utama.
Bernadine (2005) "Analysis of the Influence of Service Quality on Customer Satisfaction, Case Study at Pondok Laras Restaurant in Kelapa Dua, Depok".
Chusminah Sm, R. Ati Haryani (2019). Purpose of Job Appraisal in Employees
Edison, Simamora, (2015). Performance in Profit Oriented and Non-Profit Oriented Organizations.
ENdang (2019) The Influence of Facilities and Service Quality on User Satisfaction of the Commodity Warehouse Receipt System in Bojonegoro Regency.
Evita, SN (2017). Employee Performance Assessment Using Behaviorally Anchor Rating Scale and Management Methods
Fahmi (2016). Influence of Employee Performance, Dimensions and Performance Indicators
Gofur (2019). The Influence of Service Quality and Price on Satisfaction Customers and Using Multiple Regression Method, Yang The results show that the quality of service and price Positive Impact on Customer Satisfaction.
Hernawan, A. (Eds.). (2013, January 5). This year the Mercure Grand Mirama Hotel adds 125 rooms. Lensa Indonesia.Com. Retrieved from Irama-Tambah-125-Kamar.
Hita, Y., Pradhanawati, A., & Hidayat, W. (2013). The Influence of Compensation and Work Discipline on Employee Performance with Motivation as an Intervening Variable at Perum Perhutani Unit 1 Central Java. Undip Undergraduate Business Administration Journal, 2(2), 40–51.
Indriyati (2017). The Influence of Leadership, Discipline and Motivation On Employee Performance with Islamic Work Ethics as Mediation. Upajiwa Dewantara Journal: Economics, Business and Management, 1(2), 134–146 Irawan, R. (2018). The Effect of Discipline on Performance Employees On PtRelas Abadi Jakarta Ii (1), 1–7
Jufrizen. (2018). The Influence of Work Motivation in Moderating Compensation and Work Discipline on Employee Performance. Journal Proceedings of The National Conference Management And Business, 1(1), 405–424.
Cashmere (2016) . Factors That Influence Performance
Moha And Loindong, ND, (2016). Analysis of Service Quality and Facilities on Consumer Satisfaction at the Yuta Hotel in Manado City
Muhammad Fakhry Amrullah (2018). Quality of Service at Laa Royba Di Hotel Pekalongan.
Noerchoidah (2017). The Influence of Service Quality on Customer Satisfaction Orenztaxi Study in Surabaya
Nugroho (2015). The Importance of Customer Satisfaction