PENGARUH OPERATIONAL EFFICIENCY LAYANAN BANQUET TERHADAP GUEST SATISFACTION HOTEL DOUBLETREE BY HILTON JAKARTA DIPONEGORO

Abstrak

The hospitality industry plays a vital role in the global economy by providing accommodation and value-added services that enhance guest experiences. This study investigates the effect of banquet service operational efficiency on guest satisfaction at DoubleTree by Hilton Jakarta Diponegoro. Using a quantitative descriptive method, data were collected through questionnaires distributed to 84 guests. Validity and reliability tests confirmed the quality of the research instrument, with Cronbach’s Alpha scores of 0.935 for operational efficiency and 0.953 for guest satisfaction. Simple linear regression analysis showed a significant and positive relationship between the two variables (p = 0.000; β = 0.902). These results indicate that efficient banquet operations significantly improve guest satisfaction, highlighting the importance of service timeliness, staff coordination, and professionalism in maintaining competitiveness in the hospitality sector.

Keywords: Operational efficiency, Banquet services, Guest satisfaction, Hotel