ABSTRAK

Edgar Eleazar dan Felicia Ondy:

Skripsi
Analisa Persepsi Konsumen Terhadap Komunikasi Nonverbal
Resepsionis Hotel Bintang Lima di Surabaya.

Penelitian ini dilakukan untuk mengetahui persepsi konsumen tentang

gambaran komunikasi nonverbal resepsionis hotel bintang lima di Surabaya.
Metode penelitian yang digunakan dalam penelitian ini adalah metode kuantitatif
deskriptif. Teknik analisa data yang digunakan adalah Statistical Product and
Service Solutions (SPSS). Objek dalam penelitian ini adalah komunikasi
nonverbal resepsionis hotel bintang lima di Surabaya dan subjeknya adalah
konsumen yang pernah melakukan check-in atau check-out di hotel bintang lima
di Surabaya. Hasil penelitian menunjukkan bahwa persepsi konsumen terhadap
komunikasi nonverbal resepsionis hotel bintang lima di Surabaya sudah sangat
baik.

Kata Kunci:
Persepsi, Konsumen, Komunikasi, Nonverbal, Resepsionis

ABSTRACT

Edgar Eleazar and Felicia Ondy:

Thesis
The Analysis of Customer Perception to Receptionist’s Nonverbal
Communication at Five Star Hotel in Surabaya.

This study is to reveal customer perception about receptionist’s

nonverbal communication at five star hotel in Surabaya. The method of this
research is quantitative descriptive. The data analysis used Statistical Product and
Service Solutions (SPSS). The object of this research is receptionist’s nonverbal
communication at five star hotel in Surabaya and the subject is customer who
have done check-in or check-out at five star hotel in Surabaya. The result of this
research is customer perception about receptionist’s nonverbal communication at
five star hotel in Surabaya have been very good.

Keywords:
Perception, Customer, Communication, Nonverbal, Receptionist

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 DAFTAR ISI

LEMBAR PENGESAHAN................................................................................ ii

LEMBAR PERSETUJUAN PUBLIKASI ILMIAH.......................................... iii

KATA PENGANTAR........................................................................................ v

ABSTRAK.......................................................................................................... vii

DAFTAR ISI....................................................................................................... viii

DAFTAR TABEL............................................................................................... x

DAFTAR GAMBAR.......................................................................................... xi

DAFTAR LAMPIRAN....................................................................................... xii

1. PENDAHULUAN.......................................................................................... 1
1.1 Latar Belakang...................................................................................... 1
1.2 Rumusan Masalah................................................................................. 6
1.3 Tujuan Penelitian.................................................................................. 6
1.4 Manfaat Penelitian................................................................................ 6

2. TEORI PENUNJANG.................................................................................... 7
2.1 Persepsi Konsumen............................................................................... 7
2.2 Komunikasi........................................................................................... 9
2.2.1 Komunikasi Verbal................................................................... 9
2.2.2 Komunikasi Nonverbal............................................................. 10
2.3 Resepsionis........................................................................................... 18
2.4 Kerangka Pemikiran.............................................................................. 20

3. METODE PENELITIAN................................................................................ 21
3.1 Jenis Penelitian...................................................................................... 21
3.2 Gambaran Populasi dan Sampel........................................................... 21
3.2.1 Populasi..................................................................................... 21
3.2.2 Sampel....................................................................................... 21
3.3 Jenis dan Sumber Data.......................................................................... 22
3.3.1 Jenis Data.................................................................................. 22
3.3.2 Sumber Data.............................................................................. 22
3.4 Metode Pengumpulan Data................................................................... 23
3.5 Definisi Operasional Variabel............................................................... 24
3.6 Metode Pengujian Keabsahan Data...................................................... 26
3.6.1 Uji Validitas.............................................................................. 26
3.6.2 Uji Reliabilitas.......................................................................... 26
3.7 Teknik Analisa Data............................................................................. 26
3.7.1 Uji Normalitas Data.................................................................. 27

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 3.7.2 Uji Analisa Statistik Deskriptif................................................. 27
3.7.3 Uji Analisa Crosstab................................................................. 28

4. ANALISA DAN PEMBAHASAN................................................................. 30

4.1 Gambaran Umum.................................................................................. 30
4.2 Deskripsi Profil Responden.................................................................. 30
4.2.1 Jenis Kelamin............................................................................ 31
4.2.2 Usia........................................................................................... 31
4.2.3 Pekerjaan................................................................................... 32
4.2.4 Pilihan Hotel Bintang Lima di Surabaya.................................. 32
4.3 Validitas dan Reliabilitas Kuesioner..................................................... 33
4.3.1 Uji Validitas.............................................................................. 33
4.3.2 Uji Reliabilitas.......................................................................... 35
4.4 Uji Normalitas Data.............................................................................. 36
4.5 Uji Analisa Statistik Deskriptif............................................................. 36
4.5.1 Paralanguage............................................................................ 37
4.5.2 Physical Appearance................................................................. 37
4.5.3 Body Motion.............................................................................. 38
4.5.4 Facial Movement....................................................................... 39
4.6 Uji Analisa Crosstab............................................................................. 40
4.6.1 Pria............................................................................................ 40
4.6.2 Wanita....................................................................................... 44
4.7 Uji Analisa Mean Konsumen Pria dan Wanita..................................... 47
4.8 Pembahasan........................................................................................... 49

5. KESIMPULAN DAN SARAN....................................................................... 52

5.1 Kesimpulan........................................................................................... 52
5.2 Saran..................................................................................................... 53

DAFTAR REFERENSI...................................................................................... 54

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 DAFTAR TABEL

1.1 Hasil Kuesioner Pre-survei...................................................................... 3

4.1 Jenis Kelamin Responden....................................................................... 31

4.2 Usia Responden....................................................................................... 31

4.3 Pekerjaan Responden.............................................................................. 32

4.4 Pilihan Hotel Bintang Lima Responden di Surabaya.............................. 32

4.5 Hasil Uji Validitas................................................................................... 33

4.6 Hasil Uji Reliabilitas............................................................................... 35

4.7 Analisa Deskriptif Paralanguage............................................................ 37

4.8 Analisa Deskriptif Physical Appearance................................................ 37

4.9 Analisa Deskriptif Body Motion.............................................................. 38

4.10 Analisa Deskriptif Facial Movement...................................................... 39

4.11 Analisa Crosstab Konsumen Pria........................................................... 40

4.12 Analisa Crosstab Konsumen Wanita...................................................... 44

4.13 Analisa Mean Konsumen Pria dan Wanita............................................. 47

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 DAFTAR GAMBAR

2.1 Kerangka Pemikiran.................................................................................. 20

4.1 Grafik p-plot.............................................................................................. 36

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 DAFTAR LAMPIRAN

1. Contoh Kuesioner........................................................................................ 57

2. Jawaban Kuesioner...................................................................................... 60

3. Profil Responden.......................................................................................... 71

4. Uji Validitas................................................................................................. 73

5. Uji Reliabilitas............................................................................................. 76

6. Uji Normalitas Data..................................................................................... 80

7. Uji Analisa Deskriptif.................................................................................. 81

8. Uji Analisa Crosstab.................................................................................... 82

9. Uji Analisa Mean Konsumen Pria dan Wanita............................................ 90

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