THE EFFECT OF JOB SATISFACTION AND ORGANIZATIONAL COMMITMENT ON SERVICE QUALITY OF WING HOTEL EMPLOYEES DURING THE COVID-19 PANDEMIC

Abstract

The Covid-19 pandemic has made many negative changes to the tourism and hospitality sector. The mass media reveal a lot about the closure of the hotel business. This makes hoteliers and the government move to minimize losses due to this non-natural disaster. As the front line, the Indonesian Hotel and Restaurant Association along with entrepreneurs in the hospitality sector are trying to convey their aspirations with the aim of reducing existing losses. The achievement of this research is the analysis of employees' job satisfaction and organizational commitment to employee service quality, either partially or simultaneously. The type of this research is quantitative research. The results of the analysis show that if 'Job Satisfaction' increases, the quality of services provided by employees will also increase and vice versa. 'Organizational Commitment' will also increase if the 'Quality of Employee Service' increases and vice versa. Meanwhile, 'Job Satisfaction' and 'Organizational Commitment' simultaneously have a positive and significant impact on the company's 'Employee Service Quality'.