PENGARUH PERSONALITY DAN KEMAMPUAN KERJA KARYAWAN TERHADAP KEPUASAN TAMU PADA HOTEL GRAND SURYA KEDIRI

Abstract

This research was conducted to test and analyze the influence of personality and ability to work on guest
satisfaction at Grand Surya Hotel Kediri either partial or simultaneously, and examine which variables
are dominant influence. The method used in this study is an explanatory method, the research is taking
place Grand Surya Hotel Kediri in October and November, with a sample of 80 hotel guests who stay,
data collection techniques such as observation, questionnaires, interviews and literature.The results of
data analysis showed that partially personality affect guest satisfaction with a standardized beta
coefficient of 0.538, while the ability to affect the job satisfaction of the guests with a standardized beta
coefficient of 0.396. While simultaneously indicated by the coefficient of determination adjusted R Square
of 0.784, meaning that the variable personality and ability to work are able to explain 78.4% change in
guest satisfaction, while 21.6% is influenced by other variables outside of the study. Thus, personality
variables, and the ability to work has an influence on guest satisfaction Grand Surya Hotel Kediri.
Keywords: personality, ability to work, and guest satisfaction.