CD Skripsi

Analisis Kualitas Layanan Dengan Menggunakan Metode Servqual Pada Hotel New Hollywood Pekanbaru

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Increasing business competition leads service providers to think of the quality of service to customers to increase customer satisfaction. This research is done because in recent years there is a decline in the use of lodging services in New Hollywood Hotel Pekanbaru, this is likely because the quality of service in New Hollywood Hotel is felt less well by customers.
The purpose of this research is to determine the level of service quality by looking at the gap between perceived and customer expectations of services, knowing the service attributes that are a priority improvement, as well as improvement of service attributes of the New Hollywood Hotel. The population in this study is all customers who visit New Hollywood Hotel. The sample selection was carried out using the purposive sampling method, while the number of samples in this study amounted to 120 respondents.
The results of research based on Servqual calculations indicate that overall the quality attribute of New Hollywood Hotel is not maximized, it is marked with a gap value of -0.0912. Similarly, with the calculation of Servqual, in the calculation of IPA quality of services obtained shows an unideal value, which is characterized by IPA value below 100% which is at 97.82%. Based on Matrix IPA found 7 (seven) pieces of attributes that must be done repair immediately, namely the attributes of the hotel building attractive, availability of fast Wi-Fi access, hotel equipment that works well, employees provide information with Precise and correct information, employees are quick to respond in handling guest complaints, employees process guest needs quickly, as well as guests feel safe when leaving the vehicle in the parking space provided. The solutions offered regarding the attribute of the service are by renovating the hotel building, rearrangement of the router and modem position as well as the addition of Wi-Fi speed, repairing malfunctioning equipment, monthly maintenance, Enables the performance of the manager to the fullest, reset employee's job description, routine monthly activities, soft skills training, additional security system by adding barrier gate, CCTV, and additional lights
Keywords: Service Quality, Servqual, Importance Peformance Analysis

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

02 02.120 (0053)

Penerbit

Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Bisnis – Manajemen., 2020

Deskripsi Fisik

xi, 76 hlm.: ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

02 02.120 (0053)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

Sastria

Versi lain/terkait

Lampiran Berkas

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