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 customersat-isfaction at the Budget Hotel in Makassar. Data collection uses primary data and secondary data obtained fromquestionnaires 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, mul-ticollinearity test, and heteroscedasticity test. The method of data analysis uses mul-tiple 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 customersatisfaction. Sim-ultaneously the variables seiri, seiton, seiso, seiketsu, and shitsuke have a substan-tial impact on customersatisfaction. Among the fivevariables, one variable is the most dominant influence on customersatisfaction, namely the seiso variable. The results showed that the proposed hypothesis was accepted because it offered a pos-itive and significant hypothesis test result. This means that thekaizen strategy has a positive and significant effect on the level of customersatisfaction at a Budget Hotel in Makassar