Analisis Pengaruh Kompetensi Karyawan dan Disiplin Kerja terhadap Kualitas Pelayanan Karyawan Hotel XYZ Depok

Sitanggang, Tridayana (2025) Analisis Pengaruh Kompetensi Karyawan dan Disiplin Kerja terhadap Kualitas Pelayanan Karyawan Hotel XYZ Depok. S1 thesis, Universitas Kristen Indonesia.

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Abstract

Tujuan utama penelitian ini adalah mengidentifikasi sejauh mana kompetensi karyawan dan kedisiplinan kerja memengaruhi kualitas layanan di Hotel XYZ Depok. Dalam konteks industri perhotelan, kualitas layanan merupakan aspek strategis yang sangat bergantung pada peran sumber daya manusia. Penelitian ini menggunakan pendekatan kuantitatif dengan desain asosiatif untuk menganalisis hubungan antarvariabel. Responden penelitian berjumlah 128 pelanggan hotel yang dipilih berdasarkan pengalaman langsung menerima pelayanan, dengan instrumen kuesioner berskala Likert 5 poin. Hasil uji instrumen menunjukkan seluruh item valid dan reliabel, ditunjukkan dengan nilai Cronbach’s Alpha yang berada di atas 0,6 untuk seluruh variabel. Selanjutnya, teknik analisis regresi linier berganda diaplikasikan dengan bantuan perangkat lunak IBM SPSS Statistics versi 30 untuk memperoleh hasil pengujian hipotesis. Kompetensi karyawan menunjukkan pengaruh positif signifikan terhadap kualitas pelayanan karyawan (β = 1,213; t = 7,555; p < 0,001). Disiplin kerja juga berpengaruh positif signifikan (β = 0,578; t = 5,669; p < 0,001). Secara simultan, kedua variabel berpengaruh signifikan terhadap kualitas pelayanan karyawan (F = 203,157; p < 0,001) dengan koefisien determinasi R² = 0,765, menjelaskan 76,5% varians kualitas pelayanan karyawan. Kontribusi penelitian ini memberikan pemahaman bagi manajemen hotel untuk meningkatkan kualitas pelayanan melalui pengembangan kompetensi karyawan dan penguatan disiplin kerja sebagai strategi operasional yang efektif. Kata Kunci: kompetensi karyawan, disiplin kerja, kualitas pelayanan karyawan, industri perhotelan / The main objective of this research is to identify the extent to which employee competence and work discipline affect service quality at Hotel XYZ Depok. In the hospitality industry, service quality is a strategic aspect that heavily depends on the role of human resources. This study employs a quantitative approach with an associative design to analyze the relationships among variables. The research involved 128 hotel customers selected based on their direct experience in receiving services, using a questionnaire measured with a 5-point Likert scale. The instrument testing results indicate that all items are valid and reliable, as shown by Cronbach’s Alpha values exceeding 0.6 for all variables. Furthermore, multiple linear regression analysis was applied with the assistance of IBM SPSS Statistics version 30 to obtain hypothesis testing results.Employee competency showed a significant positive influence on employee service quality (β = 1.213; t = 7.555; p < 0.001). Work discipline also had a significant positive influence (β = 0.578; t = 5.669; p < 0.001). Simultaneously, both variables significantly influenced employee service quality (F = 203.157; p < 0.001) with a coefficient of determination R² = 0.765, explaining 76.5% of the variance in employee service quality. The contribution of this research provides understanding for hotel management to improve service quality through employee competency development and work discipline strengthening as an effective operational strategy. Keywords: employee competency, work discipline, employee service quality, hospitality industry.

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