Zhang, Dennis Hopper and Zainal, Munawaroh and Bustaman, Yosman (2022) Analysis of Customer Aggression and Career Development Towards Service Quality Mediate by Job Satisfaction: Case Study of 5-Star Hotel in Jakarta - Bali. Bachelor thesis, Swiss German University.

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Abstract

The service quality of hotel determines the satisfaction of the customer and their decision to revisit the establishment, this remain the concern for the managers and human resource department regarding the employee quality. As the employees are the heart of this service industry, and low job satisfaction will result in low quality service. This can be observing from couple phenomena such as facing rude customer daily and their expectation of career growth in current company. This study collected response from 5-star hotel employees who engage with customer daily in Jakarta and Bali due to being the cities with the most starred hotel and the potential growth of hotel industry. This study is conducted in descriptive research using quantitative method with 111 respondents. The finding shows that customer aggression, career development, and job satisfaction contributes 77,2% toward the service quality with customer aggression has the largest influence at 24,8%. This conclude that the managerial implication and future research to be more concern regarding the employee emotional state and the reward benefiting them.

Item Type:	Thesis (Bachelor)
Subjects:	T Technology > TX Home economics > TX911 Hotel management
Divisions:	Faculty of Business Administration and Communication > Department of Hotel and Tourism Management
Depositing User:	Mr Arinton Sinaga
Date Deposited:	10 Dec 2024 08:46
Last Modified:	10 Dec 2024 08:46
URI:	http://repository.sgu.ac.id/id/eprint/2680

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