Abstract:
The objective of this research is to analyze the factors of employee satisfaction towards service
quality and customer satisfaction in Sheraton Bandara Hotel Jakarta.The scope and limitation of
this study rounds in the Sheraton Bandara Hotel in Cengkareng, Jakarta with total samples of 200
respondents, 100 respondents from employees and 100 respondents from the customers. The data
was analyzed by using quantitative analysis consisting of validity and reliability test using
statistical tools such as SPSS V20.0, SPSS AMOS 20.0 and Microsoft Excel 2007 and using
multiple regression method. Based on the result of the research, the writer found that the
satisfaction level of both employee and customers of the hotel is quite high.This research covers
four factors of employee satisfaction that may affect service quality and customers satisfaction,
which are management satisfaction, colleague satisfaction, job satisfaction and salary
satisfaction.Quantitative approach is used in this research, with questionnaires is used as primary
data collection tool. The sample limit of the research is both the employees and the guests of
Sheraton Bandara Hotel.As the result of this research, the researcher finds that employee
satisfaction does indeed had significant effect on both service quality and customers satisfactions.
Further, it is true if management satisfaction, and colleague satisfaction have significant effect
towards customers satisfaction through service quality while job satisfaction and salary
satisfaction still have significant effect towards customers satisfaction even if it‟s doesn‟t have any
significant effect towards service quality.