Analisis dan Perbaikan Layanan Hotel Menggunakan Servqual dan Diagram Kartesius (Studi Kasus di Hotel Kombokarno)
DOI:
https://doi.org/10.35917/tb.v14i2.18Keywords:
ServQual, diagram kartesius, service qualityAbstract
Abstract
The purposes of this research is to analyze and suggest a service quality improvement in Kombokarno Hotel. This research used ServQual dimension variables that consist of tangible, reliability, responsiveness, assurance, and empathy as a dimensions of service quality. It used 144 guests of Kombokarno Hotel as a sample for the research. The result of the collected data then be tested based on it’s validation and reliability by using SPSS 16.0 software. The result of data processing shows the validity of each question variable in the questionnaire. Then the data be analyzed using ServQual method to see the Gap between hope and reality. Furthermore it is processed by Kartesius diagram to see what performance that need to be improved. The result of the researched shows that the cleanness of the hotel always in good term, the electronic utilities (lamp, AC, TV, etc), are functioned well, and the hotel’s building ‘good look’ became the most priority to improve the performance of service quality in the hotel.
Downloads
References
Gržinić, J, 2007, Concepts Of Service Quality Measurement In Hotel Industry, Professional Paper, Vol. 16, hal 81-98.
Ä°kiz & Masoudi 2008, A QFD and ServQual Approach to Hotel Service Design, http://web.deu.edu.tr/isletme/ifddergi/web_files/911731.pdf diakses 18 Maret 2011.
Markovi ‘c & Raspor 2010, Measuring Perceived Service Quality Using servqual: A Case Study of the Croatian Hotel Industry, Journal of Management, Vol.5, No. 3, halaman 195–209.
Mola & Jusoh 2011, Service Quality in Penang Hotels: A gap Score Analysis, World Applied Sciences Journal, Vol. 12, hal. 19-24.
Parasuraman, et.al, 1985. A Conceptual Model Of Service Quality and it’s Implications For Future Research. Journal of Marketing, Vol.49, No.3, hal. 41-50.132
Tan & Pawitra 2001, Integrating Servqual and Kano’s model into QFD for Service excellence development, Journal of Managing Service Quality, vol. 11, No. 6, hal. 418 – 430.
Wijaya,Tony 2011, Manajemen Kualitas Jasa, Jakarta: PT Indeks.
Yamit, Zulian 2004, Manajemen Kualitas: Produk & Jasa, Edisi pertama, Yogyakarta: Ekonisia.
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
