Penerapan Metode Service Quality Dalam Upaya Meningkatkan Kualitas Pelayanan Penginapan, Pisang Kipas Guesthouse

Farisi, Muhammad Salman (2017) Penerapan Metode Service Quality Dalam Upaya Meningkatkan Kualitas Pelayanan Penginapan, Pisang Kipas Guesthouse. Sarjana thesis, Universitas Brawijaya.

Abstract

Pisang Kipas Guesthouse merupakan salah satu penginapan yang ada di Kota Malang. Persaingan industri bisnis sektor hotel semakin kompetitif dengan berkembangnya pembangunan hotel - hotel baru. Hal ini dapat menyebabkan penyedia jasa penginapan seperti Guesthouse kalah saing dengan hotel

English Abstract

Pisang Kipas Guesthouse is one of the existing lodging in Malang. The rivalry between hotel business sector is increasingly competitive with the development of new hotels. This may cause lodging service providers like Guesthouse to lose competitiveness with new hotels. It is also supported by the development of science and technology as well as improving the standard living of the people. Therefore, an analysis is required to improve the quality of service that can attract more customers and can compete with other hotels or inns. The method that used in this research is Service Quality (Servqual) with GAP 5 analysis, which can measure the gap between expectation and customer perception to perceived service based on the five quality dimension, that is Tangibles, Reliability, Responsiveness, Assurance, and Empathy, and then to be able to provide recommendation or suggestions for improvement. The data is obtained based on the results from the questionnaire of customer needs. Based on the results of research using Service Quality method, obtained servqual score for each dimension, which is Tangibles (-0.69), Reliability (-0.06), Responsiveness (-0.17), Assurance (-0.07), and Empathy (0.12) . This shows that the existing service at Pisang Kipas Guesthouse has not been able to satisfy the expectations of the customers. The next step is to perform an analysis to determine the priority scale of the improvement. Recommendation of improvement are given based on attributes that have the highest value. Adequate internet facility with gap value (-1.75), it is recommended that Pisang Kipas Guesthouse to improves network speed and its range by changing the modem or its internet package , the employees look neat with the gap value (-1.28), it is recommended that Guesthouse owners provide uniforms for their employees, Cleanliness with (-0.68), it is recommended that employees routinely clean the room even when no customers are staying, bathroom cleanliness with gap value (-0.55), it is recommended that employees routinely clean and check the completeness of room facility even when no customers are staying, there is CCTV in point - a point with a gap value of (-0.54), it is suggested that the owner of the Guesthouse add the number of existing CCTV and repair the damaged or non-working CCTV, etc. The results of this research is expected to be helpful for Pisang Kipas Guesthouse to enhance the quality of their service by making improvements for each service attribute.

Other obstract

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Item Type:	Thesis (Sarjana)
Identification Number:	SKR/FT/2017/842/051708685
Uncontrolled Keywords:	Peningkatan Kualitas Pelayanan, Service Quality, Analisa Gap 5
Subjects:	600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	Budi Wahyono Wahyono
Date Deposited:	22 Sep 2017 01:42
Last Modified:	21 Nov 2024 06:36
URI:	http://repository.ub.ac.id/id/eprint/2828

Text M SALMAN FARISI_105060707111002.PDF Download (2MB)

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