Sofyan, Randy Aji and Prof.Dr.Surachman, SE,.MSIE (2019) Implementasi Key Decision Area Matrix Dalam Meningkatkan Kualitas Layanan Ubud Hotel & Cottages. Sarjana thesis, Universitas Brawijaya.
Abstract
Aktivitas pariwisata yang semakin berkembang di kota Malang membuat kebutuhan akan jasa akomodasi semakin meningkat. Jasa yang disediakan oleh organisasi jasa harus berupa excellent service dan harus mampu memenuhi kebutuhan konsumen. Ubud Hotel & Cottages berusaha untuk memberikan suasana penginapan khas Bali dan fasilitas-fasilitas pendukung didalamnya. Menerapkan Key Decision Area Matrix dalam kegiatan operasional Ubud Hotel & Cottages akan meningkatkan kualitas jasa yang diberikan dan memberikan nilai lebih bagi konsumen dan organisasi. Penelitian ini bertujuan untuk mengetahui penerapan key decision area matrix pada organisasi jasa akomodasi dengan menggunakan metode penelitian kualitatif. Pengumpulan data dilakukan dengan wawancara, observasi, dan dokumentasi. Hasil penelitian ini menunjukkan bahwa Key Decision Area Matrix dapat digunakan untuk meningkatkan pelayanan yang diberikan. Hubungan antara front office, back office, and customer dapat dimodifikasi sesuai dengan kebutuhan organisasi penyedia jasa. Service projects digunakan untuk memaksimalkan kinerja front office dan back office. DIY service untuk memberikan pengalaman yang berbeda bagi konsumen. Serta service partnership dalam memberikan pelayanan yang bersifat personal dan menjalin komunikasi antara front office dan customer. Kunci dari kegiatan operasi organisasi jasa yang menawarkan keramah-tamahan (hospitality) adalah bagaimana mereka mampu memberikan jasa yang selain dapat memenuhi ekspektasi konsumen, namun juga mampu memberikan nilai lebih dan pengalaman yang berbeda sebagai keunggulan daya saing.
English Abstract
The tourism activity that keep developing in Malang city makes the need of accommodation service also increasing as well. The service, which provided by service organization must be an excellent service and also must be fulfill customer’s need. Ubud Hotel & Cottages try to recreate the inn that gives Bali-distinctive atmosphere and the support facilities within. Applying Key Decision Area Matrix in Ubud Hotel & Cottages operational activity will increase the service quality that delivered and can adding more value for both customer and organization. This research aims to get to know the implementation of Key Decision Area Matrix in accommodation service organization with qualitative research method. The collection of data is doing by interview, observation, and documentation. This research shows that Key Decision Area Matrix can be used to increase the delivered service. The relationship between front office, back office, and customer can be modified due the need of service organization. Service projects used to maximize the work of front office and back office. DIY service used for give customer a different experience. Service partnership used for give a personal service and also maintain communication between front office and customer. The key of service organization that has operational activity based on hospitality is how to deliver service that not only fulfill customer’s expectation, but also can give more value and different experience that can become competitiveness advantage.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0519020028 |
| Uncontrolled Keywords: | Excellent sevice, Key Decision Area Matrix, Service quality, Service projects, DIY service, Service partnership. |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Unnamed user with username nova |
| Date Deposited: | 12 Jan 2024 02:16 |
| Last Modified: | 12 Jan 2024 02:16 |
| URI: | http://repository.ub.ac.id/id/eprint/207633 |
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