S MRL 1002976 Table of content
DAFTAR ISI
PERNYATAAN .............................................................................................. i
ABSTRAK ....................................................................................................... ii
KATA PENGANTAR .................................................................................... iii
DAFTAR ISI ................................................................................................... iv
DAFTAR TABEL ........................................................................................... vi
DAFTAR GAMBAR ....................................................................................... ix
UCAPAN TERIMAKASIH ............................................................................ xi
BAB I PENDAHULUAN ................................................................................ 1
A. Latar Belakang Masalah ............................................................................. 1
B. Rumusan Masalah ...................................................................................... 7
C. Tujuan Penelitian ....................................................................................... 7
D. Manfaat Penelitian ..................................................................................... 7
E. Sistematika Penelitian ................................................................................ 8
BAB II TINJAUAN PUSTAKA ..................................................................... 9
A. Produk ....................................................................................................... 9
B. Definisi Kualitas dan Pelayanan (Banquet) ................................................. 12
C. Kepuasan Konsumen (Tamu Bisnis) ........................................................... 27
D. Hipotesis .................................................................................................... 35
E. Kerangka Pemikiran ................................................................................... 37
BAB III METODE PENELITIAN ................................................................. 38
A. Lokas Penelitian ......................................................................................... 38
B. Metode Penelitian ...................................................................................... 39
C. Definisi Operasional................................................................................... 39
D. Populasi, Sampel, dan Teknik Sampling ..................................................... 40
E. Instrumen Penelitian................................................................................... 53
iv
Lufi Nurfitriani Hayuning 2014
Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap
Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
F. Teknik Analisis Data .................................................................................. 59
G. Jenis dan Sumber Data ............................................................................... 74
H. Teknik Pengumpulan Data ......................................................................... 75
BAB IV HASIL PENELITIAN DAN PEMBAHASAN ................................. 76
A. Profil Perusahaan ...................................................................................... 76
B. Profil Tamu Bisnis .................................................................................... 86
C. Penilaian Tamu Bisnis terhadap Augmented Product Paket Meeting di Savoy
Homannn Bidakara Hotel .......................................................................... 88
D. Kualitas Pelayanan Banquet di Savoy Homann Bidakara Hotel ............... 103
E. Tingkat Kepuasan Tamu Bisnis atas Pelayanan Meeting di Savoy
Homann Bidakara Hotel.......................................................................... 118
F. Pengaruh Augmented Product Paket Meeting dan Kualitas Pelayanan
Banquet di Savoy Homann Bidakara Hotel ............................................. 142
G. Analisis Korelasi ..................................................................................... 144
BAB V KESIMPULAN DAN SARAN ......................................................... 146
A. Kesimpulan .............................................................................................. 146
B. Saran ........................................................................................................ 147
DAFTAR PUSTAKA .................................................................................... 148
LAMPIRAN .................................................................................................. 152
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Lufi Nurfitriani Hayuning 2014
Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap
Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR TABEL
Tabel
Tabel 1.1 Daftar Hotel Bintang Empat di Kota Bandung ................................... 3
Tabel 1.2 Competitor Statistic Report Hotel Bintang Empat di Kota Bandung
Tahun 2013 ....................................................................................... 4
Tabel 2.1 Definisi Koneseptual dan Operasional Kepuasan Pengunjung ............ 30
Tabel 3.1 Pemakaian Ruangan Meeting di Savoy Homann Bidakara Hotel ........ 40
Tabel 3.2 Operasional Variabel Penelitian ......................................................... 44
Tabel 3.3 Hasil Uji Validitas ............................................................................. 54
Tabel 3.4 Kategori Koefisiensi Reliabilitas ....................................................... 57
Tabel 3.5 Hasil Uji Reliabilitas ......................................................................... 58
Tabel 3.6 Kriteria Nilai pada Skala ................................................................... 60
Tabel 3.7 Uji Normalitas ................................................................................... 63
Tabel 3.8 Uji Multikolinieritas .......................................................................... 64
Tabel 3.9 Uji Heteroskedastisitas ...................................................................... 66
Tabel 3.10 Uji Autokorelasi .............................................................................. 67
Tabel 3.11 Uji t ................................................................................................. 70
Tabel 3.12 Uji F ................................................................................................ 73
Tabel 4.1 Daftar Ruangan Meeting di Savoy Homann Bidakara Hotel ............... 82
Tabel 4.2 Penilaian Tamu Bisnis mengenai Augmented Product Paket Meeting di
Savoy Homann Bidakara Hotel ......................................................... 89
Tabel 4.3 Penilaian Tamu Bisnis terhadap Desain/Gaya pada Augmented Product
Paket Meeting di Savoy Homann Bidakara Hotel .............................. 92
Tabel 4.4 Penilaian Tamu Bisnis terhadap Kemasan Augmented Product Paket
Meeting di Savoy Homann Bidakara Hotel........................................ 94
Tabel 4.5 Penilaian Tamu Bisnis terhadap Merek di Savoy Homann Bidakara
Hotel ................................................................................................. 96
Tabel 4.6 Penilaian Tamu Bisnis terhadap Penyampaian Jasa di Savoy Homann
Bidakara Hotel .................................................................................. 98
vi
Lufi Nurfitriani Hayuning 2014
Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap
Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Tabel 4.7 Penilaian Tamu Bisnis Mengenai Augmented Product Paket Meeting di
Savoy Homann Bidakara Hotel ....................................................... 100
Tabel 4.8 Penilaian Tamu Bisnis Mengenai Aspek Tangible dalam Kualitas
Pelayanan Banquet di Savoy Homann Bidakara Hotel ..................... 103
Tabel 4.9 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan Banquet dalam
Aspek Reliability di Savoy Homann Bidakara Hotel........................ 106
Tabel 4.10 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan Banquet dalam
Aspek Responsiveness di Savoy Homann Bidakara Hotel................ 108
Tabel 4.11 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan Banquet dalam
Aspek Assurance di Savoy Homann Bidakara Hotel........................ 110
Tabel 4.12 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan Banquet dalam
Aspek Empathy di Savoy Homann Bidakara Hotel.......................... 113
Tabel 4.13 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan di Savoy Homann
Bidakara Hotel ................................................................................ 115
Tabel 4.14 Kepuasan Tamu Bisnis atas Pelayanan Banquet ............................. 118
Tabel 4.15 Skor Importance ............................................................................ 120
Tabel 4.16 Skor Kepuasan............................................................................... 121
Tabel 4.17 Skor Gap Antara Importance dan Kepuasan Aspek Tangible ......... 124
Tabel 4.18 Faktor Pembobot Aspek Tangible .................................................. 124
Tabel 4.19 Skor Kepuasan Tertimbang Aspek Tangible .................................. 125
Tabel 4.20 Skor Gap Antara Importance dan Kepuasan Aspek Reliability ....... 126
Tabel 4.21 Faktor Pembobot Aspek Reliability ............................................... 127
Tabel 4.22 Skor Kepuasan Tertimbang Aspek Reliability ................................ 128
Tabel 4.23 Skor Gap Antara Importance dan Kepuasan Aspek Responsiveness129
Tabel 4.24 Faktor Pembobot Aspek Responsiveness ....................................... 130
Tabel 4.25 Skor Kepuasan Tertimbang Aspek Responsiveness ....................... 131
Tabel 4.26 Skor Gap Antara Importance dan Kepuasan Aspek Assurance ....... 132
Tabel 4.27 Faktor Pembobot Aspek Assurance................................................ 133
Tabel 4.28 Skor Kepuasan Tertimbang Aspek Assurance ................................ 134
Tabel 4.29 Skor Gap Antara Importance dan Kepuasan Aspek Empathy ......... 135
Tabel 4.30 Faktor Pembobot Aspek Empathy .................................................. 135
vii
Lufi Nurfitriani Hayuning 2014
Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap
Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Tabel 4.31 Skor Kepuasan Tertimbang Aspek Empathy .................................. 136
Tabel 4.32 Skor Gap Antara Importance dan Kepuasan ................................... 138
Tabel 4.33 Faktor Pembobot ........................................................................... 140
Tabel 4.34 Penghitungan Indeks Kepuasan Pelanggan .................................... 141
Tabel 4.35 Analisis Regresi Linear Berganda .................................................. 143
Tabel 4.36 Analisis Korelasi ........................................................................... 144
viii
Lufi Nurfitriani Hayuning 2014
Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap
Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR GAMBAR
Gambar
Gambar 1.1 Pemakaian Ruangan Berdasarkan Event ....................................... 5
Gambar 2.1 Model Konseptualisasi Servqual ................................................... 25
Gambar 2.2 Konsep Kepuasan Pelanggan ........................................................ 31
Gambar 2.3 Total Perceived Quality ................................................................ 33
Gambar 2.4 Kerangka Pemikiran ..................................................................... 37
Gambar 3.1 Peta Savoy Homann Bidakara Hotel ............................................. 38
Gambar 3.2 Daerah Penerimaan dan Penolakan H0 Daerah Uji t ...................... 69
Gamber 3.3 Daerah Penerimaan dan Penolakan H0 Daerah Uji F .................... 72
Gambar 4.1 Logo Hotel Savoy Homann Bidakara Hotel Bandung ................... 80
Gambar 4.2 Motto Savoy Homann Bidakara Hotel .......................................... 81
Gambar 4.3 Struktur Organisasi F & B Department ........................................ 85
Gambar 4.4 Jenis Kelamin Responden ............................................................ 86
Gambar 4.5 Pekerjaan Responden .................................................................... 86
Gambar 4.6 Latar Belakang Pendidikan ........................................................... 87
Gambar 4.7 Pendapatan Responden ................................................................. 88
Gambar 4.8 Garis Kontinum Penilaian Tamu Bisnis Mengenai Fitur pada
Augmented Product Paket Meeting di Savoy Homann Bidakara
Hotel ............................................................................................ 91
Gambar 4.9 Garis Kontinum Penilaian Tamu Bisnis Mengenai Desain/Gaya pada
Augmented Product Paket Meeting di Savoy Homann Bidakara
Hotel ............................................................................................ 93
Gambar 4.10 Garis Kontinum Penilaian Tamu Bisnis Mengenai Kemasan
Augmented Product Paket Meeting di Savoy Homann Bidakara
Hotel ............................................................................................ 95
Gambar 4.11 Garis Kontinum Penilaian Tamu Bisnis Mengenai Merek di Savoy
Homann Bidakara Hotel ............................................................... 98
Gambar 4.12 Garis Kontinum Penilaian Tamu Bisnis Mengenai Penyampaian Jasa
ix
Lufi Nurfitriani Hayuning 2014
Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap
Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
atas Augmented Product Paket Meeting di Savoy Homann Bidakara
Hotel............................................................................................. 100
Gambar 4.13 Garis Kontinum Augmented Product Paket Meeting ................... 103
Gambar 4.14 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek Tangible
dalam Kualitas Pelayanan Banquet di Savoy Homann Bidakara
Hotel .......................................................................................... 105
Gambar 4.15 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek Reliability
dalam Kualitas Pelayanan Banquet di Savoy Homann Bidakara
Hotel .......................................................................................... 107
Gambar 4.16 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek
Responsiveness dalam Kualitas Pelayanan Banquet di Savoy
Homann Bidakara Hotel ............................................................. 109
Gambar 4.17 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek Assurance
dalam Kualitas Pelayanan Banquet di Savoy Homann Bidakara
Hotel .......................................................................................... 112
Gambar 4.18 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek Assurance
dalam Kualitas Pelayanan Banquet di Savoy Homann Bidakara
Hotel .......................................................................................... 114
Gambar 4.19 Garis Kontinum Kualitas Pelayanan Banquet di Savoy Homann
Bidakara Hotel ........................................................................... 117
Gambar 4.20 Analisis Gap Berdasarkan Skor Importance dan Kepuasan ......... 139
x
Lufi Nurfitriani Hayuning 2014
Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap
Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
PERNYATAAN .............................................................................................. i
ABSTRAK ....................................................................................................... ii
KATA PENGANTAR .................................................................................... iii
DAFTAR ISI ................................................................................................... iv
DAFTAR TABEL ........................................................................................... vi
DAFTAR GAMBAR ....................................................................................... ix
UCAPAN TERIMAKASIH ............................................................................ xi
BAB I PENDAHULUAN ................................................................................ 1
A. Latar Belakang Masalah ............................................................................. 1
B. Rumusan Masalah ...................................................................................... 7
C. Tujuan Penelitian ....................................................................................... 7
D. Manfaat Penelitian ..................................................................................... 7
E. Sistematika Penelitian ................................................................................ 8
BAB II TINJAUAN PUSTAKA ..................................................................... 9
A. Produk ....................................................................................................... 9
B. Definisi Kualitas dan Pelayanan (Banquet) ................................................. 12
C. Kepuasan Konsumen (Tamu Bisnis) ........................................................... 27
D. Hipotesis .................................................................................................... 35
E. Kerangka Pemikiran ................................................................................... 37
BAB III METODE PENELITIAN ................................................................. 38
A. Lokas Penelitian ......................................................................................... 38
B. Metode Penelitian ...................................................................................... 39
C. Definisi Operasional................................................................................... 39
D. Populasi, Sampel, dan Teknik Sampling ..................................................... 40
E. Instrumen Penelitian................................................................................... 53
iv
Lufi Nurfitriani Hayuning 2014
Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap
Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
F. Teknik Analisis Data .................................................................................. 59
G. Jenis dan Sumber Data ............................................................................... 74
H. Teknik Pengumpulan Data ......................................................................... 75
BAB IV HASIL PENELITIAN DAN PEMBAHASAN ................................. 76
A. Profil Perusahaan ...................................................................................... 76
B. Profil Tamu Bisnis .................................................................................... 86
C. Penilaian Tamu Bisnis terhadap Augmented Product Paket Meeting di Savoy
Homannn Bidakara Hotel .......................................................................... 88
D. Kualitas Pelayanan Banquet di Savoy Homann Bidakara Hotel ............... 103
E. Tingkat Kepuasan Tamu Bisnis atas Pelayanan Meeting di Savoy
Homann Bidakara Hotel.......................................................................... 118
F. Pengaruh Augmented Product Paket Meeting dan Kualitas Pelayanan
Banquet di Savoy Homann Bidakara Hotel ............................................. 142
G. Analisis Korelasi ..................................................................................... 144
BAB V KESIMPULAN DAN SARAN ......................................................... 146
A. Kesimpulan .............................................................................................. 146
B. Saran ........................................................................................................ 147
DAFTAR PUSTAKA .................................................................................... 148
LAMPIRAN .................................................................................................. 152
v
Lufi Nurfitriani Hayuning 2014
Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap
Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR TABEL
Tabel
Tabel 1.1 Daftar Hotel Bintang Empat di Kota Bandung ................................... 3
Tabel 1.2 Competitor Statistic Report Hotel Bintang Empat di Kota Bandung
Tahun 2013 ....................................................................................... 4
Tabel 2.1 Definisi Koneseptual dan Operasional Kepuasan Pengunjung ............ 30
Tabel 3.1 Pemakaian Ruangan Meeting di Savoy Homann Bidakara Hotel ........ 40
Tabel 3.2 Operasional Variabel Penelitian ......................................................... 44
Tabel 3.3 Hasil Uji Validitas ............................................................................. 54
Tabel 3.4 Kategori Koefisiensi Reliabilitas ....................................................... 57
Tabel 3.5 Hasil Uji Reliabilitas ......................................................................... 58
Tabel 3.6 Kriteria Nilai pada Skala ................................................................... 60
Tabel 3.7 Uji Normalitas ................................................................................... 63
Tabel 3.8 Uji Multikolinieritas .......................................................................... 64
Tabel 3.9 Uji Heteroskedastisitas ...................................................................... 66
Tabel 3.10 Uji Autokorelasi .............................................................................. 67
Tabel 3.11 Uji t ................................................................................................. 70
Tabel 3.12 Uji F ................................................................................................ 73
Tabel 4.1 Daftar Ruangan Meeting di Savoy Homann Bidakara Hotel ............... 82
Tabel 4.2 Penilaian Tamu Bisnis mengenai Augmented Product Paket Meeting di
Savoy Homann Bidakara Hotel ......................................................... 89
Tabel 4.3 Penilaian Tamu Bisnis terhadap Desain/Gaya pada Augmented Product
Paket Meeting di Savoy Homann Bidakara Hotel .............................. 92
Tabel 4.4 Penilaian Tamu Bisnis terhadap Kemasan Augmented Product Paket
Meeting di Savoy Homann Bidakara Hotel........................................ 94
Tabel 4.5 Penilaian Tamu Bisnis terhadap Merek di Savoy Homann Bidakara
Hotel ................................................................................................. 96
Tabel 4.6 Penilaian Tamu Bisnis terhadap Penyampaian Jasa di Savoy Homann
Bidakara Hotel .................................................................................. 98
vi
Lufi Nurfitriani Hayuning 2014
Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap
Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Tabel 4.7 Penilaian Tamu Bisnis Mengenai Augmented Product Paket Meeting di
Savoy Homann Bidakara Hotel ....................................................... 100
Tabel 4.8 Penilaian Tamu Bisnis Mengenai Aspek Tangible dalam Kualitas
Pelayanan Banquet di Savoy Homann Bidakara Hotel ..................... 103
Tabel 4.9 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan Banquet dalam
Aspek Reliability di Savoy Homann Bidakara Hotel........................ 106
Tabel 4.10 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan Banquet dalam
Aspek Responsiveness di Savoy Homann Bidakara Hotel................ 108
Tabel 4.11 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan Banquet dalam
Aspek Assurance di Savoy Homann Bidakara Hotel........................ 110
Tabel 4.12 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan Banquet dalam
Aspek Empathy di Savoy Homann Bidakara Hotel.......................... 113
Tabel 4.13 Penilaian Tamu Bisnis terhadap Kualitas Pelayanan di Savoy Homann
Bidakara Hotel ................................................................................ 115
Tabel 4.14 Kepuasan Tamu Bisnis atas Pelayanan Banquet ............................. 118
Tabel 4.15 Skor Importance ............................................................................ 120
Tabel 4.16 Skor Kepuasan............................................................................... 121
Tabel 4.17 Skor Gap Antara Importance dan Kepuasan Aspek Tangible ......... 124
Tabel 4.18 Faktor Pembobot Aspek Tangible .................................................. 124
Tabel 4.19 Skor Kepuasan Tertimbang Aspek Tangible .................................. 125
Tabel 4.20 Skor Gap Antara Importance dan Kepuasan Aspek Reliability ....... 126
Tabel 4.21 Faktor Pembobot Aspek Reliability ............................................... 127
Tabel 4.22 Skor Kepuasan Tertimbang Aspek Reliability ................................ 128
Tabel 4.23 Skor Gap Antara Importance dan Kepuasan Aspek Responsiveness129
Tabel 4.24 Faktor Pembobot Aspek Responsiveness ....................................... 130
Tabel 4.25 Skor Kepuasan Tertimbang Aspek Responsiveness ....................... 131
Tabel 4.26 Skor Gap Antara Importance dan Kepuasan Aspek Assurance ....... 132
Tabel 4.27 Faktor Pembobot Aspek Assurance................................................ 133
Tabel 4.28 Skor Kepuasan Tertimbang Aspek Assurance ................................ 134
Tabel 4.29 Skor Gap Antara Importance dan Kepuasan Aspek Empathy ......... 135
Tabel 4.30 Faktor Pembobot Aspek Empathy .................................................. 135
vii
Lufi Nurfitriani Hayuning 2014
Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap
Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Tabel 4.31 Skor Kepuasan Tertimbang Aspek Empathy .................................. 136
Tabel 4.32 Skor Gap Antara Importance dan Kepuasan ................................... 138
Tabel 4.33 Faktor Pembobot ........................................................................... 140
Tabel 4.34 Penghitungan Indeks Kepuasan Pelanggan .................................... 141
Tabel 4.35 Analisis Regresi Linear Berganda .................................................. 143
Tabel 4.36 Analisis Korelasi ........................................................................... 144
viii
Lufi Nurfitriani Hayuning 2014
Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap
Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR GAMBAR
Gambar
Gambar 1.1 Pemakaian Ruangan Berdasarkan Event ....................................... 5
Gambar 2.1 Model Konseptualisasi Servqual ................................................... 25
Gambar 2.2 Konsep Kepuasan Pelanggan ........................................................ 31
Gambar 2.3 Total Perceived Quality ................................................................ 33
Gambar 2.4 Kerangka Pemikiran ..................................................................... 37
Gambar 3.1 Peta Savoy Homann Bidakara Hotel ............................................. 38
Gambar 3.2 Daerah Penerimaan dan Penolakan H0 Daerah Uji t ...................... 69
Gamber 3.3 Daerah Penerimaan dan Penolakan H0 Daerah Uji F .................... 72
Gambar 4.1 Logo Hotel Savoy Homann Bidakara Hotel Bandung ................... 80
Gambar 4.2 Motto Savoy Homann Bidakara Hotel .......................................... 81
Gambar 4.3 Struktur Organisasi F & B Department ........................................ 85
Gambar 4.4 Jenis Kelamin Responden ............................................................ 86
Gambar 4.5 Pekerjaan Responden .................................................................... 86
Gambar 4.6 Latar Belakang Pendidikan ........................................................... 87
Gambar 4.7 Pendapatan Responden ................................................................. 88
Gambar 4.8 Garis Kontinum Penilaian Tamu Bisnis Mengenai Fitur pada
Augmented Product Paket Meeting di Savoy Homann Bidakara
Hotel ............................................................................................ 91
Gambar 4.9 Garis Kontinum Penilaian Tamu Bisnis Mengenai Desain/Gaya pada
Augmented Product Paket Meeting di Savoy Homann Bidakara
Hotel ............................................................................................ 93
Gambar 4.10 Garis Kontinum Penilaian Tamu Bisnis Mengenai Kemasan
Augmented Product Paket Meeting di Savoy Homann Bidakara
Hotel ............................................................................................ 95
Gambar 4.11 Garis Kontinum Penilaian Tamu Bisnis Mengenai Merek di Savoy
Homann Bidakara Hotel ............................................................... 98
Gambar 4.12 Garis Kontinum Penilaian Tamu Bisnis Mengenai Penyampaian Jasa
ix
Lufi Nurfitriani Hayuning 2014
Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap
Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
atas Augmented Product Paket Meeting di Savoy Homann Bidakara
Hotel............................................................................................. 100
Gambar 4.13 Garis Kontinum Augmented Product Paket Meeting ................... 103
Gambar 4.14 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek Tangible
dalam Kualitas Pelayanan Banquet di Savoy Homann Bidakara
Hotel .......................................................................................... 105
Gambar 4.15 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek Reliability
dalam Kualitas Pelayanan Banquet di Savoy Homann Bidakara
Hotel .......................................................................................... 107
Gambar 4.16 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek
Responsiveness dalam Kualitas Pelayanan Banquet di Savoy
Homann Bidakara Hotel ............................................................. 109
Gambar 4.17 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek Assurance
dalam Kualitas Pelayanan Banquet di Savoy Homann Bidakara
Hotel .......................................................................................... 112
Gambar 4.18 Garis Kontinum Penilaian Tamu Bisnis Mengenai Aspek Assurance
dalam Kualitas Pelayanan Banquet di Savoy Homann Bidakara
Hotel .......................................................................................... 114
Gambar 4.19 Garis Kontinum Kualitas Pelayanan Banquet di Savoy Homann
Bidakara Hotel ........................................................................... 117
Gambar 4.20 Analisis Gap Berdasarkan Skor Importance dan Kepuasan ......... 139
x
Lufi Nurfitriani Hayuning 2014
Pengaruh Augmented Product Paket Meeting Dan Kualitas Pelayanan Banquet Terhadap
Kepuasan Tamu Bisnis Di Savoy Homann Bidakara Hotel, Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu