The Effect of Kaizen Strategy on Customer Satisfaction: Empirical Study on Budget Hotels in Makassar City
Abstract
This study aims to determine whether the Kaizen strategy influences customer satisfaction at the Budget Hotel in Makassar. Data collection uses primary data and secondary data obtained from questionnaires and. Samples taken amounted to 30 respondents. The questionnaire results have been tested for validity and reliability and have been tested for classic test assumptions in the form of normality test, multicollinearity test, and heteroscedasticity test. The method of data analysis uses multiple linear regression techniques. This study uses qualitative analysis methods, quantitative analysis, and multiple linear from Ibis Budget Makassar Airport hotel customers. The results obtained partially indicate that the variables seiri, seiton, seiso, seiketsu, and shitsuke have a significant effect on customer satisfaction. Simultaneously the variables seiri, seiton, seiso, seiketsu, and shitsuke have a substantial impact on customer satisfaction. Among the five variables, one variable is the most dominant influence on customer satisfaction, namely the seiso variable. The results showed that the proposed hypothesis was accepted because it offered a positive and significant hypothesis test result. This means that the kaizen strategy has a positive and significant effect on the level of customer satisfaction at a Budget Hotel in Makassar.
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