THE ANALYSIS FACTORS OF EMPLOYEE SATISFACTIONS TOWARDS SERVICE QUALITY AND CUSTOMERS SATISFACTION: A CASE STUDY OF SHERATON BANDARA HOTEL, JAKARTA

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.