Title: Analysis of Service Quality at the Puri Perdana Hotel, Blitar City
Author: Iriene Setiawati
Item Type : Thesis (Thesis)
Affiliations: Master of Management Science Study Program, Faculty of Economics and Business, Universitas Airlangga , Surabaya, Indonesia
Publisher: Universitas Airlangga
Abstract
The increase in the number of tourists coming to East Java is one of the causes of the development of the hotel industry in East Java, marked by the large number of hotels popping up in East Java, especially in Blitar. In this very tight competition, the main thing that hotel companies must prioritize is service quality in order to survive, compete and dominate market share. To be able to maintain and increase the number of guests who stay, Hotel Puri Perdana must always evaluate its performance. This evaluation is carried out to improve the quality of services offered by Hotel Puri Perdana to guests who stay, so that guests who stay are satisfied and will not turn away. another hotel. Customer satisfaction is not only influenced by the quality of hotel rooms but also by service quality factors. Good service can provide customer satisfaction, thereby encouraging customers to re-occupy. This research aims to determine the level of service quality and customer satisfaction of the Puri Perdana Hotel in increasing hotel room occupancy rates. The population in this study were guests staying at the Puri Perdana Hotel, while the sample in this study consisted of 100 respondents. This research data was obtained by conducting a questionnaire. The technique used in this research is accidental sampling. The data used is primary data and secondary data. This research is quantitative in nature with analysis techniques using importance performance analysis (IPA). This research uses service quality variables consisting of physical evidence, reliability, responsiveness, assurance and empathy. (Fandy Tjiptono: 2011) The research results show that the variables that have the highest level of importance are the variables in quadrant 2, namely: the guarantee variable which consists of the friendliness of the staff in providing services, the politeness of the staff towards guests, and the guarantee of guest safety. Meanwhile, the variables that have priority to be improved are the variables in quadrant 1, namely: the variable responsiveness and empathy which consists of the readiness and availability of staff in providing assistance, speed and accuracy in providing service, responsiveness of hotel staff to hearing guest complaints, staff's desire to fulfill guest needs, sensitivity of the hotel to pay attention to guest interests, smile in serving and clarity in providing information about existing tourist attractions.
Keywords: Service Quality, Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction and Occupancy Rate.
Sources: http://repository.unair.ac.id/39288/
