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JURNAL SOSIAL DAN SAINS VOLUME 4 NOMOR 4 2024 P-ISSN 2774-7018, E-ISSN
2774-700X |
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The
Influence of Service Quality and Product Quality on The Royal Pita Maha Company
Performance Dewa Ayu Sri Arimas Dewi1, Ni Ketut Purnawati2 Universitas
Udayana, Bali, Indonesia Email : [email protected], [email protected] |
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Keywords: service quality, product
quality, company performance |
ABSTRACT Background: Company performance is a result of operational
activities in using the company's resources. The successful contribution of
employees will have an impact on the level of customer satisfaction, where
satisfied customers will minimize the level of complaints and retention
levels and play a role in assessing company performance as evaluation
material for company management. Purpose: The purpose of this research is to determine the
influence of service quality and product quality on company performance at
The Royal Pita Maha. Method: This research is a type of associative research
with a quantitative approach. The data collection method was carried out by
direct observation, interviews and distributing questionnaires to 160
respondents, namely employees of The Royal Pita Maha who were selected using
a non-probability sampling method with a quota sampling technique. The
research instrument was tested using validity and reliability tests, then
data analysis was carried out using multiple linear regression using SPSS. Results: The research results show that service quality
has a positive and significant effect on company performance, as well as
product quality has a positive and significant effect on company performance. Conclusion �Based
on the research results, it is hoped that company management can pay more
attention to the company's operational activities through employee
contributions in providing services so as to create a sense of security and
comfort for customers and pay attention to the ingredients of the products
provided so that they remain safe and last a long time so that the company's
performance assessment can be even better. |
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INTRODUCTION
Business activities in the service sector,
especially in hospitality services, have developed very rapidly. This rapid
development is accompanied by developments in science and technology. This
condition will give rise to competition between business people in fighting for
the market because the service sector has intangible characteristics so that
consumers will judge the quality of the service as good or bad based on place,
service, equipment, communication and price (Dewi & Purnawati,
2021) .
Companies must be able to anticipate various things that might affect company
performance in order to maintain the company's survival, so that companies are
required to have a competitive advantage in order to be able to help companies
improve company performance.
Performance is defined as the process of
comparing work results against the standards set by the company in a measurable
way so as to be able to describe the company's empirical conditions (Prasetya, Handoko,
& Vitasari, 2019) .
Previous research provides
the concept of performance, namely as a work result that can be achieved by a
person or group of people in a company or organization in accordance with their
respective authority and responsibilities in order to achieve organizational
goals legally and in accordance with applicable morals or ethics (Setiawan &
Lestari, 2020) .
Performance measurement has a central role in operations management because it
functions to measure efficiency and effectiveness in the actions taken by the
company and as a way of converting strategic intentions into action.
According to previous research , measuring company
performance cannot only be seen from a financial perspective as a measure of
company success (Barnes, 2018) .
The Balanced Scorecard approach,
namely a comprehensive performance measurement model, has three other
perspectives that can be used to measure company performance, one of which is
the internal business process perspective. The internal business perspective
focuses on the company's internal assessment. The company's internal assessment
is related to the internal conditions within the company, namely the abilities
and skills of each employee who are able to produce good business processes.
Internal business processes need to pay attention to innovation processes as
well as operational processes. The innovation process is related to employee
service in meeting customer needs. Operational processes relate to the process
of distributing products to customers efficiently.
According to previous research , to maximize
performance, a company must have the ability to implement strategies that can
create good value for the company, where this implementation is done by
satisfying customer needs, desires and tastes because in measuring company
performance, customer responses are used as evaluation material for operational
management related to the strategy implemented by the company (Olowokudejo &
Oladimeji, 2019) .
Customer complaints become a serious problem if they are not handled properly.
Customers who feel that their complaints are ignored are likely to move
elsewhere to get better quality that meets expectations. In order to minimize
complaints, companies need to pay attention to company performance, especially
through employee performance in providing better services and products.
Management of service quality and product quality can be done as a way to
ensure that companies, especially service companies, have advantages in meeting
customer desires and achieving company goals.
Service
quality can be identified as one of the main features that ultimately leads to
company success in terms of customer satisfaction and company performance in
service companies (Vidananda & Setiawan, 2021) . Service quality also determines business
development in business, including hotel services. Services are defined as a package, where the service
package in question is (1) supporting
facilities , physical resources that must be available before the
process is offered, for example the appearance of the building, yard, air
conditioning and heating ; (2) facilitating
goods , supporting goods in the service process, for example TV
operation, soap supply, ice stock and food served; (3) explicit services , characteristics of essential services such
as room cleanliness and swimming pool water purity; and (4) implicit services , psychological
benefits felt by consumers, for example safety and a pleasant atmosphere. Good
service that meets expectations will provide satisfaction to consumers (Santoso, 2019) .
An approach to service that is often used as a guide is SERVQUAL or what can be
called Service Quality which
consists of 5 dimensions, namely tangibles
(the physical form of the products and services provided), reliability (the reliability of the
services and products provided), responsiveness
(responsiveness) or response to the service or product provided), assurance (guarantee given when using
a service or product), and empathy (personal
care and attention given to consumers).
Research
conducted by previous researchers stated that service quality has a positive and
significant influence on company performance (Olowokudejo & Oladimeji, 2019; Purnomo, 2022; El-Borsaly & Hassan, 2020) , while different things are stated in the results
of other research where
service quality does not have a significant effect on company performance (Budiarno, Udayana, & Lukitaningsih, 2022) .
Product
quality is also one of the things that triggers a response from customers for
further evaluation by management within the company. Product quality is one of
the important policies in increasing product competitiveness, which is
primarily in providing satisfaction to consumers that exceeds or is at least
the same as the quality of products from competitors. (Santoso, 2019) . Product quality is an important factor that must
be considered by service companies, especially hotel services, because apart
from the physical resources that must be available before the process is
offered, such as buildings, grounds and hotel equipment, there are supporting
products that are used to support the service process. These products can be
supporting products such as types of food served by the hotel, hotel cloth
(rombe), hotel scrubs, hotel kimonos, items used when bathing such as soap, shampoo and dental kits. Product
quality can be measured by several criteria, namely: performance, features,
reliability, conformanc, durability, service
ability, aesthetics, and
perceived quality. Good
product quality will provide satisfaction for consumers so that consumers are confident
to consume or use the product. Product quality that meets expectations will
provide satisfaction for consumers who have stayed and will be able to give
consumers confidence to stay again (Dilla & Surono, 2022) .
Research
conducted by researchers states
that product quality has a positive and significant influence on company
performance (Azkiya, Tanjung, & Gustiawati, 2022; Putri & Setyawan, 2024; Fauzi, 2019) , while different things are stated in the results
of other research where
product quality does not have a significant effect on company performance (Vidananda & Setiawan, 2021; Mentang, Ogi, & Samadi, 2021; Permatasari & Djawoto, 2018) .
Ubud is one of the sub-districts in Gianyar
Regency. Ubud is currently a tourist destination that is popular with tourists
because it is famous for its traditions and culture. Ubud also offers various
hotels with a beautiful atmosphere, so this has resulted in the service
business in Ubud increasingly developing. Rapid business development will
certainly give rise to competition between business people who work in the
service sector, especially in hotel services.
The Royal Pita Maha is a local five-star hospitality brand located
in Kedewatan Village, Ubud. This hotel was built in 2000 and inaugurated in
2004. The specialty of the construction of this hotel is that the hotel
architecture does not use blueprints and
only uses natural materials mixed with a few factory materials. A blue print is a design drawing or
sketch of an object in 2-dimensional form which can be used as a reference as
the main capital for making a 3-dimensional object. (Fauzi, 2019) .
The Royal Pita Maha was designed and designed to preserve Balinese art and
culture by carrying out the Hindu philosophy, namely Tri Hita Karana. The Royal
Pita Maha provides various facilities, namely room facilities consisting of 75
villas with 6 types of rooms in the form of villas. The Royal Pita Maha is also
equipped with additional facilities to meet customer needs during their stay,
namely: restaurant and bar facilities, meeting
, wedding and bouquet facilities , spa facilities,
swimming pool and yoga facilities.
Based on direct observations made at The Royal Pita Maha
and by interviewing the hotel, there were several problems encountered related
to the company's services and products. The following is a list of complaints
from customers regarding the quality of service and product quality at The
Royal Pita Maha.
Table 1 List of Customer Complaints for the
Royal Pita Maha
|
No |
Complaint |
Amount |
|
1 |
Employees are not friendly |
9 |
|
2 |
Villa facilities are inadequate |
13 |
|
3 |
The dish did not meet expectations |
9 |
Source: tripadvisor.co.id/Hotel_Review/The
Royal Pita Maha_Kedewatan_2023
Table
1 shows a list of customer complaints from The Royal Pita Maha regarding both
service quality and product quality, where it was found that 41.3% of customers
complained about the quality of the hotel's service and products. The
calculation of the percentage of customer complaints is obtained from:
�����������������������������������
Complaints regarding service quality, in this
case, are employees who are not friendly when meeting or serving visitors.
Villa facilities are lacking, such as the villa roof which often leaks when it
rains. Product quality in this case is a complaint regarding the quality of the
dishes served that do not meet expectations.
Based on the background that has been
explained where there are still phenomena that indicate a lack of service and
product quality at The Royal Pita Maha hotel and there is also conflicting
research, the main problem of this research is how service quality and product
quality influence company performance.
research has
theoretical and practical benefits. Theoretically, this research is expected to
provide additional information, references and insights that support further
research on the application of service quality and product quality to company
performance, especially in the hotel industry. Practically, this research is
expected to provide information and solutions for The Royal Pita Maha regarding the problems faced in implementing service
quality and product quality and their relationship with company performance, so
that it can assist in decision making and performance evaluation to improve
company performance. Thus, this research has benefits both theoretically and
practically in developing knowledge and practice in the hotel industry.
The aim of this
research is to explain the influence of service quality and product quality on
the performance of The Royal Pita Maha company. This
research aims to gain a better understanding of how service quality and product
quality can influence overall company performance. Thus, this research will
provide valuable insight for The Royal Pita Maha in
optimizing the quality of their services and products in order to improve
company performance.
RESEARCH
METHODS
This
research was carried out using an associative research method with a
quantitative approach. This method was chosen because it can test the
relationship between variables from the elements of service quality and product
quality to company performance at The Royal Pita Maha.
This research was conducted at one of the hotels, namely The Royal Pita Maha, which is located on Jalan
Raya Kedewatan Ubud, Ubud District, Gianyar Regency,
Bali from 01 December 2023 to 15 January 2024. The independent
variable in this research is Service Quality (X 1 ) and Product
Quality (X 2 ), while the dependent variable in this research is
Company Performance (Y). The
population in this study was 260 people. Amount The sample members are at least 10 times the
number of variable indicators studied, where the indicators in this study are
16 indicators . The
qualitative data used is a general description and opinions of all respondents
regarding various characteristics of operational management, especially
characteristics that correspond to the elements to be tested and other problems
experienced in this regard. Quantitative
data includes scores from employee answers at The Royal Pitamaha and the number
of respondents who have participated. The data sources used in this research are primary data and secondary
data. The data used in this research was obtained through interviews, observations and questionnaires. The
regression analysis technique carried out is using multiple linear regression
analysis techniques
RESULTS AND DISCUSSION
In this research, service quality
is an independent variable, where there are 26 statements in the questionnaire
to measure five dimensions of service quality, including tangibles, reliability, responsiveness,
assurance and empathy.
Table 2 describes
in detail the results of the assessment of service quality variables.
Table
2 Description
of Respondents' Assessment of Service Quality Variables
|
No |
Indicator |
Answer Score |
Total score |
Average |
Infor |
|
|||||||||
|
STS |
T.S |
S |
SS |
|
|||||||||||
|
Tangibles |
|
||||||||||||||
|
1 |
Public areas are
clean and neatly arranged so that visitors still feel comfortable and make it
easier for employees to work. |
4 |
6 |
79 |
71 |
537 |
3.36 |
Very good |
|
||||||
|
2 |
A
large parking area so that visitors and employees do not park carelessly. |
4 |
10 |
88 |
58 |
520 |
3.25 |
Good |
|
||||||
|
3 |
The
hotel area is always kept clean so that visitors and employees are
comfortable in the hotel area. |
5 |
7 |
83 |
65 |
528 |
3.30 |
Very good |
|
||||||
|
4 |
Employees
who always look neat according to company SOP. |
5 |
7 |
87 |
61 |
524 |
3.28 |
Very good |
|
||||||
|
5 |
Hotel
facilities are always neatly arranged, making it easier for employees to
work. |
5 |
10 |
81 |
54 |
524 |
3.28 |
Very good |
|
||||||
|
|
Reliability |
|
|||||||||||||
|
6 |
Employees
work according to the operating hours applicable in the company. |
4 |
12 |
83 |
61 |
521 |
3.26 |
Good |
|
||||||
|
7 |
Employees
receive salaries according to the workload provided by the company. |
4 |
7 |
85 |
64 |
529 |
3.31 |
Very good |
|
||||||
|
8 |
Employees
serve customers according to company SOP. |
3 |
10 |
88 |
59 |
523 |
3.27 |
Good |
|
||||||
|
9 |
Employees
are able to provide correct information regarding hotel facilities. |
3 |
9 |
78 |
70 |
535 |
3.34 |
Very good |
|
||||||
|
10 |
Employees
always ensure that items or ornaments in the hotel are neatly placed. |
5 |
9 |
80 |
66 |
527 |
3.29 |
Very good |
|
||||||
|
|
Responsiveness |
|
|||||||||||||
|
11 |
Hotel
employees are responsive in serving customers. |
3 |
9 |
83 |
65 |
530 |
3.31 |
Very good |
|
||||||
|
12 |
Hotel
employees are able to know the specific needs of customers. |
2 |
9 |
81 |
68 |
535 |
3.34 |
Very good |
|||||||
|
13 |
Hotel
employees understand the differences between each villa so they are able to
meet customer needs. |
5 |
5 |
83 |
67 |
532 |
3.33 |
Very good |
|
||||||
|
14 |
Employees
in each division are quick to respond in providing services when there is a
problem with damage to hotel facilities. |
3 |
10 |
83 |
64 |
528 |
3.30 |
Very good |
|
||||||
|
15 |
Hotel
employees are quick to respond to customer complaints. |
2 |
6 |
78 |
74 |
544 |
3.40 |
Very good |
|
||||||
|
|
Assurance |
|
|||||||||||||
|
16 |
Hotel
employees are able to provide clear information so that it is easy for
customers to understand. |
1 |
10 |
82 |
67 |
535 |
3.34 |
Very good |
|
||||||
|
17 |
Hotel
employees serve customers well so that customers feel safe and comfortable
while staying at the hotel. |
4 |
8 |
80 |
68 |
532 |
3.33 |
Very good |
|
||||||
|
18 |
Hotel
employees always monitor and replace facilities that are no longer suitable
for use so that their quality is guaranteed. |
2 |
17 |
100 |
41 |
500 |
3.13 |
Good |
|
||||||
|
19 |
The
hotel always checks people entering the parking area so that parking security
remains guaranteed. |
8 |
25 |
89 |
38 |
477 |
2.98 |
Good |
|
||||||
|
20 |
Hotel
employees are friendly in serving customers. |
4 |
10 |
83 |
63 |
525 |
3.28 |
Very good |
|
||||||
|
21 |
Hotel
employees are polite in serving customers. |
2 |
9 |
82 |
67 |
534 |
3.34 |
Very good |
|
||||||
|
|
Empathy |
|
|||||||||||||
|
22 |
Hotel
employees are able to understand the obstacles experienced by customers when
staying at the hotel. |
2 |
7 |
101 |
50 |
519 |
3.24 |
Good |
|
||||||
|
23 |
Hotel
employees are able to take complaints and suggestions from customers
seriously. |
4 |
5 |
91 |
60 |
527 |
3.29 |
Very good |
|
||||||
|
24 |
Hotel
employees are able to communicate well and correctly with customers. |
2 |
7 |
82 |
69 |
538 |
3.36 |
Very good |
|
||||||
|
25 |
Hotel
employees are always patient in listening to complaints, questions or
suggestions from customers. |
1 |
11 |
77 |
71 |
538 |
3.36 |
Very good |
|
||||||
|
26 |
Hotel
operating hours are on time so that employees are comfortable at work. |
3 |
12 |
82 |
63 |
525 |
3.28 |
Very good |
|
||||||
Source:
Appendix 5, data processed in 2024
Based
on Table 2, the
majority of respondents' assessment of service quality is very good. This can
be seen from the average score of the service quality variable, where the
highest score is found in one of the indicators in the responsiveness dimension of 3.40 which is classified in the
interval range 3.28 � 4.00 and is in the very good category, while the lowest
value is in one of the indicators in the assurance
dimension is 2.98 in the interval range 2.52 � 3.27, but is still
classified as good.
Product quality in this research
is an independent variable. There are 19 statements in the questionnaire to
measure eight dimensions of product quality consisting of performance, features, reliability, conformance, durability, serviceability,
aesthetics, and perceived
quality. Table 3 presents
the detailed results of respondents' assessments of product quality variables.
Table 3
Description
of Respondents' Assessment of Product Quality Variables
|
No |
Indicator |
Answer
Score |
Total
score |
Average |
Information |
|||
|
STS |
T.S |
S |
SS |
|||||
|
|
Performance |
|||||||
|
1 |
Hotel products work according to their
function. |
3 |
7 |
84 |
66 |
533 |
3.33 |
Very
good |
|
2 |
Hotel products are comfortable when used. |
5 |
7 |
88 |
60 |
523 |
3.27 |
Good |
|
3 |
Hotel products are safe for use by hotel
employees and customers. |
2 |
9 |
85 |
64 |
531 |
3.32 |
Very
good |
|
|
Features |
|||||||
|
4 |
Hotel products have various variants on
offer (such as food with various types of menu variants). |
2 |
9 |
81 |
68 |
535 |
3.34 |
Very
good |
|
5 |
The product sizes offered are complete
(such as food portions provided in various sizes). |
3 |
10 |
86 |
61 |
525 |
3.28 |
Very
good |
|
|
Reliability |
|||||||
|
6 |
Hotel products can be trusted for their
use. |
1 |
12 |
81 |
66 |
5.32 |
3.33 |
Very
good |
|
|
|
|
|
|
|
|
|
|
|
7 |
Hotel products function well. |
1 |
15 |
87 |
57 |
520 |
3.25 |
Good |
|
8 |
Hotel products are produced from quality
materials. |
4 |
5 |
87 |
64 |
531 |
3.32 |
Very
good |
|
|
Conformance |
|||||||
|
9 |
Hotel products comply with applicable
safety standards (such as being BPOM or having the HALAL logo). |
3 |
9 |
77 |
71 |
536 |
3.35 |
Very
good |
|
10 |
The products provided are in accordance
with the prices offered. |
3 |
11 |
91 |
55 |
518 |
3.24 |
Good |
|
11 |
Product design and operation in accordance
with applicable standards. |
3 |
7 |
92 |
58 |
525 |
3.28 |
Very
good |
|
|
Durability |
|||||||
|
12 |
Hotel products last a long time or are
long-lasting (such as kimono products, hotel scrubs and hotel sarongs which
are not easily damaged or torn). |
3 |
15 |
97 |
45 |
504 |
3.15 |
Good |
|
13 |
Hotel products are always new (such as the
food served is always fresh or
not reheated). |
4 |
12 |
79 |
65 |
525 |
3.28 |
Very
good |
|
|
Serviceability |
|||||||
|
14 |
Hotel products are able to function well so
they can fulfill customer desires. |
2 |
9 |
75 |
74 |
541 |
3.38 |
Very
good |
|
15 |
Product stock is always available at the
hotel so that it can meet customer needs. |
4 |
8 |
74 |
74 |
538 |
3.36 |
Very
good |
|
|
Aesthetics |
|||||||
|
16 |
Hotel products have an appropriate and good
shape so they can provide satisfaction to customers. |
3 |
6 |
76 |
75 |
543 |
3.39 |
Very
good |
|
17 |
Hotel products are presented beautifully so
that they attract customers' attention (such as food that is plated beautifully). |
2 |
8 |
92 |
58 |
526 |
3.29 |
Very
good |
|
|
Perceived
quality |
|||||||
|
18 |
Hotel products provide good quality and
match the prices offered. |
1 |
5 |
80 |
74 |
547 |
3.42 |
Very
good |
|
19 |
The product information conveyed is in
accordance with product quality. |
1 |
8 |
75 |
76 |
546 |
3.41 |
Very
good |
Source: Appendix 5, data processed in 2024
Based
on Table 3, the
majority of respondents' assessment of product quality is very good. This can
be seen from the average score of the product quality variable, where the
highest score is found in one of the indicators in the perceived quality dimension of 3.42 which is classified in the
interval range 3.28 � 4.00 and is in the very good category, while the lowest
value is found in one of the indicators. in the durability dimension it is 3.15 in the interval range 2.52 �
3.27, but it is still classified as good.
Company performance in this
research is the dependent variable. There are 7 statements in the questionnaire
to measure three dimensions of company performance variables consisting of
efficiency, satisfaction and adaptability. Table 4 presents the detailed results of
respondents' assessments of company performance.
Table 4 Description of
Respondents' Assessment of Company Performance Variables
|
No |
Indicator |
Answer
Score |
Total
score |
Average |
Information |
|||
|
STS |
T.S |
S |
SS |
|||||
|
|
Efficiency |
|||||||
|
1 |
Employees are able to work and achieve
targets with lower expenses. |
1 |
11 |
79 |
69 |
536 |
3.35 |
Very
good |
|
2 |
Employees are able to work and achieve
targets in a shorter time. |
2 |
11 |
87 |
60 |
525 |
3.28 |
Very
good |
|
|
Satisfaction |
|||||||
|
3 |
Employees serve customers well so that
customers feel satisfied when staying at the hotel. |
0 |
9 |
86 |
65 |
536 |
3.35 |
Very
good |
|
4 |
The hotel always monitors the quality of
the products provided to customers. |
5 |
7 |
86 |
62 |
525 |
3.28 |
Very
good |
|
|
Adaptability |
|||||||
|
5 |
Hotel employees are always consistent in
responding to different visitors every day. |
1 |
9 |
85 |
65 |
534 |
3.34 |
Very
good |
|
|
|
|
|
|
|
|
|
|
|
6 |
Hotel employees work well so that the
results provided can satisfy customers. |
1 |
10 |
87 |
62 |
530 |
3.31 |
Very
good |
|
7 |
Good product quality makes it easier for
employees to work (the product is not easily damaged when brought to the
villa). |
6 |
11 |
77 |
66 |
523 |
3.27 |
Good |
Source:
Appendix 5, data processed in 2024
Based
on Table 4, the majority of respondents' assessment of company performance is
very good. This can be seen from the average score of the company's performance
variables, where the highest score is found in the indicators in the efficiency
and satisfaction dimensions of 3.35 which is classified in the interval range
of 3.28 � 4.00 and is in the very good category, while the lowest value is
found in one of the indicators in the adaptability dimension is 3.27 in the
interval range 2.52 � 3.27, but is still classified as good.
The
multiple linear regression analysis model is used to obtain regression
coefficients which will determine whether the hypothesis created will be
accepted or rejected. The results of multiple linear regression analysis refer
to the results of the influence of the service quality variable (X 1 ),
the product quality variable (X 2 ) on company performance (Y) at
The Royal Pita Maha. The results of multiple linear regression analysis with
the SPSS version 26.0 program are as follows.
Results of
Multiple Linear Regression Analysis
Ŷ ������� = 2.815 + 0.122 X 1 + 0.157 X
2
S(β) ���� = (0.021)(0.029)
t ��������� = (5.945)(5.420)
Sig ����� = (0.000) (0.000)
R 2 ������ = 0.685; df = 2; F = 170.823; Sig = 0.000
Source: Appendix 6, data processed in 2024
����������� The results of the F calculation
show a figure of 170,823, with a significance of 0.000 < 0.05. This means
that simultaneously the variables service quality (X 1 ) and product
quality (X 2 ) influence company performance (Y).
The
calculation result of the coefficient of multiple determination (R 2 )
is 0.685, which means that the existence of ups and downs in company
performance is influenced by service quality and product quality by 68.5
percent, while the remaining 31.5 percent is influenced by other factors which
are not included in the research model.
����������� Based on the results of multiple
linear regression analysis, the following regression equation is obtained:
Ŷ ������� = 2.815 + 0.122 X 1 + 0.157 X
2
Information:
Ŷ ������� = Company performance
X 1 ��������� = Service quality
X 2 ������ = Product quality
����������� positive coefficient value of X 1
means that X 1 has a positive effect on Y. The significance value of
the variable
positive
coefficient value of X 2 means that X 2 has a positive effect on Y.
The significance value of the variable
Discussion
The
results of the research show that the service quality variable has a positive
and significant effect on company performance, where the results obtained are
in accordance with the first hypothesis (H1) of the
research, namely that service quality has a positive effect on company
performance at The Royal Pita Maha. The results of respondents' assessments of
service quality variables are mostly very good, this can be seen from the
average score on each indicator in the dimensions of tangibles, reliability, responsiveness, assurance and empathy which are included in the
very good category, where the indicator with the average score The highest is
in the responsiveness dimension. This
explains that the better the quality of service provided by the company to
customers and the good feedback
provided by customers, the performance produced by employees will
increase and this will indirectly improve the company's performance.
The
results of this research support the results of previous research conducted by researchers
which stated that
service quality has a positive and significant effect on
company performance (Olowokudejo &
Oladimeji, 2019; Purnomo, 2022; El-Borsaly &
Hassan, 2020) .
The influence of product quality on company
performance at The Royal Pita Maha
The
research results show that the product quality variable has a positive and
significant effect on company performance, where the results obtained are in
accordance with the second hypothesis (H2) of the research, namely
that product quality has a positive effect on company performance at The Royal
Pita Maha. The results of respondents' assessments of product quality variables
are mostly very good, this can be seen from the average scores for each
indicator in the dimensions of performance,
features, reliability, conformance, durability, serviceability, aesthetics and
perceived quality which are
included in the very good category, where the indicator with the highest
average score is in the perceived
quality dimension. This explains that the better the quality of the products
provided by the company to customers and the good feedback provided by customers, the performance produced by
employees will increase and this will indirectly improve the company's
performance.
The
results of this research support the results of previous research conducted by
and which stated that product quality has a positive and significant effect on
company performance (Vidananda & Setiawan, 2021; Primadhita, Budiningsih, Wicaksana, & Melani,
2023; Azkiya et al., 2022 ; Fauzi, 2019) .
The
results of this research have been able to enrich operations management theory,
namely to determine company performance through the variables of service
quality and product quality of a company. The results of this research have
been able to show a positive and significant relationship regarding the
influence of service quality and product quality on company performance by
carrying out multiple linear regression analysis techniques via SPSS from the
tabulation results of respondents' responses to the questionnaires that have
been distributed. So, this research has been able to enrich previous research
referred to from various sources of articles and scientific journals, both
regional, national and international, and adds to empirical studies and
confirms the existence of a relationship between service quality and product
quality on company performance.
The practical
implication of this research is that company management can measure or assess
company performance through responses from customers regarding the performance
provided by employees and the products provided by the company during their
stay at The Royal Pita Maha by paying more attention to the quality of service
and product quality provided to customer. Implementing
service quality can be done by always paying attention to the neatness and
cleanliness of the hotel so that customers always feel comfortable staying and
spending time while on holiday. Apart from that, what needs attention is the
quality of each employee in serving customers, namely being more communicative
in responding to complaints from customers, always providing information in a
clear, easy to understand and accurate manner, being polite, friendly and
agile. Implementation of product quality can be done by always paying attention
to the content and quality of the materials used in making the product so that
the product can last longer and last longer, providing accurate specifications
for each product provided so that customers do not feel cheated by the results
provided because they are not according to the benefits offered. Apart from
that, food packaging and presentation models can be made more attractive and
less easily damaged when used or consumed.
����������� The research carried out is of
course not free from its limitations. This limitation is that the research was
only conducted at The Royal Pita Maha with employees as research respondents
and with a limited number of variables so it cannot be generalized. The
possibility of changes in the environment and trends creates the possibility of changes in research results so
that it is necessary to carry out research on similar topics and relationships
in the future.
CONCLUSION
Based
on the problem formulation, research objectives and results presented in the
previous chapter, the conclusion of this research is that service quality has a positive
and significant effect on company performance. This means that the better the
quality of service provided by the company through the dimensions of service
quality ( tangibles, reliability,
responsiveness, assurance and empathy)
resulting from management strategies, operational activities and employee
contributions in providing services, the better the company's performance
assessment will be felt and given. by customers. Product quality has a positive
and significant effect on company performance. This means that the better the
product quality provided by the company through product quality dimensions (performance, features, reliability,
conformance, durability, serviceability, aesthetics and perceived quality), the better the
assessment of the company's performance by customers from the results of
product use and consumption products at The Royal Pita Maha.
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