QUANTITATIVE ANALYSIS: EXPERT POWER OF HUMAN RESOURCES AND ROOT CAUSE ANALYSIS ON THE OPTIMIZATION OF SERVICE QUALITY DIMENSIONS OF SERVICE COMPANIES (HOSPITALITY)
Expert Power;Analisis Akar Masalah;Dimensi Kualitas Layanan
DOI:
https://doi.org/10.36085/jam-ekis.v9i1.9401Abstract
Root Cause Analysis (RCA) is a methodology used to identify and address underlying functional causes. The RCA method is highly effective for analyzing system failures, particularly unexpected events, by determining how and why they occur. The expert power of human resources and root cause analysis are believed to influence the optimization of service quality dimensions in service companies, particularly hotels. According to research conducted by Fernida Manopo, service quality significantly impacts consumer satisfaction. However, this research does not specify the variables that affect service quality. Given that service quality comprises multiple dimensions, our study aims to identify the factors influencing the service quality dimension (Y), with expert power of human resources (X1) and root cause analysis (X2) as the independent variables. This study employed a quantitative approach using multiple linear regression analysis. It found that expert power and root cause analysis simultaneously influence service quality dimensions. Root cause analysis had a partial but significant effect on optimizing service quality dimensions, whereas expert power had a partial but non-significant effect on optimizing these dimensions
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