Factors That Influence Consumer Satisfaction Using Seven One Hotel Lodging Manna South Bengkulu

Abstrak

Marketing activities are crucial for the hospitality industry, as hotels provide complex services and facilities available 24 hours a day. Hotels support business travelers and tourists in need of accommodation, food, drinks, and entertainment during their stays. This research employs a quantitative approach, utilizing methods such as Validity Testing, Reliability Testing, Multiple Linear Regression Analysis, Coefficient of Determination, and hypothesis testing through t-test. The study involved 62 visitors to Hotel Seven One in South Manna, South Bengkulu. The Multiple Linear Regression Analysis results in the equation Y = 5.805 +0.160 X1 + 0.338X2 + 0.148X3 + 0.073 X4 + 0.181 X4, indicating a positive regression direction. The physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) factors have a positive influence on customer satisfaction (Y) at Hotel Seven One in Manna, South Bengkulu. The coefficient of determination value, calculated using SPSS, is R-squared at 0.961. This suggests that the physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) collectively influence customer satisfaction (Y) by 96.1%, with the remaining 3.9% affected by unexamined variables. The t-test results at a significance level of 0.05 show that individual X variables significantly impact Y at Hotel Seven One in Manna, South Bengkulu.