The Influence of Employee Service Quality on Guest Satisfaction at Banyubiru Restaurant, The Laguna A Luxury Collection Resort and Spa Hotel Nusa Dua Bali

Luh Putu Eka Pratiwi, - and Ni Luh Gde Sri Sadjuni, - and Ni Desak Made Santi Diwyarthi, - (2023) The Influence of Employee Service Quality on Guest Satisfaction at Banyubiru Restaurant, The Laguna A Luxury Collection Resort and Spa Hotel Nusa Dua Bali. In: The 3rd International Hospitality Entrepreneurship and Innovation Conference 2023 “Hospitality Rebound: Strengthening Sustainability Strategies for The Unexpected”,, May, 5th 2023, Politeknik Pariwisata Bali.

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Abstract

Hotels must prioritize customer satisfaction to survive amidst fierce competition, and their restaurants play a crucial role in maximizing revenue and garnering positive reviews, which in turn fosters loyalty and brings in new customers through word-of-mouth recommendations. There are complaints about the service provided by employees so that the guest gives a bad assessment on trip advisor. And the description conducted this research. This is a descriptive research with qualitative methods. This study utilized quantitative methods to assess the correlation between employee service quality and guest satisfaction at Banyubiru Restaurant, employing techniques such as questionnaires, observation, interviews, and literature review to collect data from a sample of 83 respondents. Classical assumptions, including normality and heteroscedasticity tests, simple regression analysis, coefficient of determination analysis, and t test were used to analyze the data. The study found that Service Quality significantly affects Guest Satisfaction with a positive beta score of 0.511, and has a moderate impact of 52.2%, indicating that The Laguna Resort & Spa management should maintain and improve employee services to increase customer satisfaction, including training and development programs for employees.

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