PENGARUH SIKAP KERJA KARYAWAN TERHADAP KUALITAS PELAYANAN BERDASARKAN PERSEPSI TAMU DI HOTEL THE SENTRA MANADO

Authors

  • Juliano Paruntu Jurusan Pariwisata, Politeknik Negeri Manado
  • Jemmy Pangemanan Jurusan Pariwisata, Politeknik Negeri Manado
  • Hendry Moudy Estefanus Kumaat Jurusan Pariwisata, Politeknik Negeri Manado

DOI:

https://doi.org/10.61696/juparita.v4i3.1230

Keywords:

Work Attitude, Service Quality, Guest Perception, SERVQUAL, Hospitality Industry

Abstract

The increasingly competitive hospitality industry requires every hotel to provide the highest-quality service to meet guest expectations. However, guest reviews of The Sentra Manado Hotel on various online platforms still reveal complaints regarding the speed, consistency, and responsiveness of service. These findings suggest that work attitude is likely one of several factors influencing service quality as perceived by guests. This study aims to analyze the effect of work attitude on service quality as perceived by guests at Hotel The Sentra Manado. The study employed a quantitative approach using a causal-associative design. The sample consisted of 60 respondents selected using purposive sampling. Data were collected with a Likert-scale questionnaire and analyzed with simple linear regression in IBM SPSS. The findings indicate that work attitude has a positive and significant effect on service quality, as shown by the regression equation Y = 12.521 + 0.879X, a calculated t-value of 6.406, and a significance level of 0.000 (p < 0.05). The coefficient of determination (R² = 0.414) indicates that work attitude explains 41.4% of the variation in service quality, with the remainder attributable to other factors not included in the analysis. These findings indicate that work attitude has a positive and significant effect on service quality as perceived by guests at The Sentra Manado Hotel. Therefore, improving work attitude can be one of several key strategies for the management of The Sentra Manado Hotel in enhancing service quality as perceived by guests.

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Published

2026-09-27

How to Cite

Paruntu, J., Pangemanan, J., & Kumaat, H. M. E. . (2026). PENGARUH SIKAP KERJA KARYAWAN TERHADAP KUALITAS PELAYANAN BERDASARKAN PERSEPSI TAMU DI HOTEL THE SENTRA MANADO. Jurnal Pariwisata Tawangmangu, 4(3), 565–573. https://doi.org/10.61696/juparita.v4i3.1230

Issue

Vol. 4 No. 3 (2026): September 2026

Section

Articles

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Copyright (c) 2026 Juliano Paruntu, Jemmy Pangemanan, Hendry Moudy Estefanus Kumaat

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