Pengaruh Kinerja Karyawan dan Kualitas Pelayanan terhadap Pengalaman Tamu di Sunsetfalls Gardens and Resort Magelang

Abstract

This study aims to analyze the effects of employee performance on guest experience, the effect of service quality on guest experience, and the simultaneous effects of both variables at Sunsetfalls Gardens and Resort Magelang. The study employed a quantitative approach with an associative design and a cross-sectional method. Data were collected from 100 respondents selected through purposive sampling, with the criteria that respondents had used the resort’s facilities or services and had direct interactions with employees. Data were gathered using a five-point Likert-scale questionnaire and analyzed using multiple linear regression, t-test, F-test, and the coefficient of determination. The findings indicate that perceived employee performance has a positive and significant effect on guest experience, with a regression coefficient of 0.372, a t-value of 5.056, and a significance level of <0.001. Service quality also has a positive and significant effect on guest experience, with a regression coefficient of 0.436, a t-value of 8.625, and a significance level of <0.001. Simultaneously, employee performance and service quality significantly affect guest experience, as indicated by an F-value of 71.165 and a significance level of <0.001. The Adjusted R Square value of 0.586 indicates that the two independent variables explain 58.6% of the variation in guest experience, while the remaining 41.4% is attributable to other factors outside the research model. Based on the Standardized Coefficients Beta, service quality has a relatively stronger effect on guest experience than perceived employee performance, with a Beta value of 0.588. These findings indicate that improving guest experience requires continuous efforts to strengthen employee performance and enhance service quality.