Asnaka, Adelya Yunita and Eka Ratri Noor Wulandari.,, S.Si, M.Si, M.Sc (2023) Analisis Kinerja Karyawan Front Office Terhadap Kepuasaan Pelanggan di eL Hotel Kartika Wijaya Batu. Diploma thesis, Universitas Brawijaya.
Abstract
Hotel merupakan sektor pendukung industri pariwisata yang menyediakan sarana akomodasi bagi para wisatawan. Selain fasilitas yang disediakan, kinerja karyawan juga menjadi salah satu indikator yang perlu diperhatikan untuk mencapai kepuasan tamu. Front office bisa dikatakan sebagai jantung hotel dimana segala kebutuhan informasi dapat diperoleh dan dari kualitas pelayanannya akan memberikan dampak terhadap penilaian tamu. Oleh karena itu kinerja karyawan front office harus terus ditingkatkan dan dikembangkan untuk mempertahankan loyalitas tamu. eL Hotel Kartika Wijaya memiliki jumlah karyawan front office sebanyak 5 orang. Melalui observasi masih ditemukan adanya keluhan yang disampaikan tamu terkait kualitas pelayanan karyawan front office dengan persentase komplain bulan Januari 2023 sebesar 2%. Masalah tersebut perlu diidentifikasi untuk dicari solusinya. Tujuan penelitian ini ialah menganalisa kinerja karyawan terhadap kepuasan pelanggan di eL Hotel Kartika Wijaya Batu. Metode yang digunakan yaitu penelitian kuantitatif dengan pengambilan sampel secara acak dan menggunakan instrumen penelitian berupa kuesioner. Terdapat tiga indikator yang diidentifikasi diantaranya Reliability, Responsiveness, dan Empathy. Hasil analisis menunjukkan bahwa keluhan yang disampaikan tamu meliputi minimnya informasi yang disampaikan front office, kurangnya karyawan yang tersedia untuk melayani tamu, serta minimnya empati karyawan untuk membantu tamu dalam membawakan barang bawaan. Berdasarkan hasil secara keseluruhan dari 353 responden diperoleh tingkat kepuasan dengan skor 41.609 atau 84% yang dikategorikan “Puas” terhadap pelayanan karyawan front office.
English Abstract
Hotel is a supporting sector of the tourism industry that provides accommodation facilities for tourists. In addition to the facilities provided, employee performance is also an indicator that needs to be considered to achieve guest satisfaction. Front officeit can be said as the heart of the hotel where all information needs can be obtained and the quality of service will have an impact on guest ratings. Hence the employee performancefront office must continue to be improved and developed to maintain guest loyalty. eL Hotel Kartika Wijaya has number of employeesfront office as many as 5 people. Through observation, it was found that there were complaints submitted by guests regarding the quality of employee servicefront office with a percentage of complaints in January 2023 of 2%. The problem needs to be identified to find a solution. The purpose of this study is to analyze employee performance on customer satisfaction at eL Hotel Kartika Wijaya Batu. The method used is quantitative research by taking random samples and using a research instrument in the form of a questionnaire. There are three indicators identified among themReliability, Responsiveness, and Empathy. The results of the analysis show that the complaints submitted by guests include the lack of information conveyedfront office, lack of employees available to serve guests, as well as lack of employee empathy to assist guests in carrying luggage. Based on the overall results of 353 respondents obtained a satisfaction level with a score of 41,609 or 84% which is categorized as "Satisfied" with employee servicefront office.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 0523170011 |
| Uncontrolled Keywords: | Front Office, Kepuasan Tamu, Kinerja Karyawan-Front Office, Guest Satisfaction, Employee Performance |
| Divisions: | Program Vokasi > D4 Manajemen Perhotelan |
| Depositing User: | soegeng sugeng |
| Date Deposited: | 26 Oct 2023 03:06 |
| Last Modified: | 26 Oct 2023 03:06 |
| URI: | http://repository.ub.ac.id/id/eprint/204019 |
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