CD Skripsi

Analisis Kualitas Layanan Dalam Upaya Peningkatan Kepuasan Pelanggan Dengan Menggunakan Metode Importance Performance Analysis (Ipa) Di Batiqa Hotel Pekanbaru

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This study aims to determine the gap between performance and customer
expectations for service quality, knowing the attributes that are priority to
improve service quality, as well as efforts to improve service attributes at Batiqa
Hotel Pekanbaru.The population in this study were all customers who visited
Batiqa Hotel Pekanbaru. The sample selection was carried out using purposive
sampling method, while the number of samples in this study amounted to 100
respondents. The data used in this study are primary and secondary data.
Primary data were collected using a questionnaire as an instrument to prove the
results of the research, the data were processed using the Servqual method and
the Importance Performance Analysis (IPA) method. The results showed that
based on the Servqual calculation as a whole, the service quality attributes of
Batiqa Hotel Pekanbaru were maximal, this is indicated by a positive gap value of
0.1775. Pekanbaru is at its maximum, this is indicated by a positive gap value of
0.1775. Similar to the Servqual calculation, in the IPA calculation the quality of
the service obtained shows that the value is quite ideal, which is indicated by the
IPA value above 100%, which is equal to 104.49%. Based on the IPA Matrix, it
was found 11 (eleven) attributes that must be repaired immediately, namely
attractive Batiqa Hotel building, attractive hotel room decoration and layout, fast
Wi-Fi access available, service as promised, employees responsive to requests
guests, employees process guest needs quickly, employees process guest needs
quickly, hotel employees can reprimand mistakes made by hotel guests politely,
feel safe when leaving items in the room, feel safe when leaving the vehicle in the
parking lot that has been provided, employees understand well the needs of guests
and hotel employees are willing to accept criticism from hotels well. Among those
with the biggest gap is the attribute "attractive Batiqa Hotel building" which is
equal to -0.1300, while the smallest gap is attribute X4 "The availability of fast
Wi-Fi access is 0.0400. The solutions offered related to these service attributes
are by renovating the hotel building, resetting the position of the router and
modem as well as increasing Wi-Fi speed, fixing malfunctioning equipment,
monthly maintenance, maximizing manager performance, resetting employee job
descriptions, routine activities monthly, soft skills training, additional security
systems by adding a barrier gate, and CCTV.
Keywords: Service Quality, Servqual, IPA

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

02 02. 121 (0051)

Penerbit

Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Bisnis – Manajemen., 2021

Deskripsi Fisik

xii, 29 hlm.; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

02 02. 121 (0051)

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

Daus

Versi lain/terkait

Lampiran Berkas

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