scholarly journals Guest satisfaction level towards bartender services at the Melia Bali Hotel’s Tapas Bar

2021 ◽  
Vol 3 (1) ◽  
pp. 21-26
Author(s):  
G. Wahyu Putra Perdana ◽  
◽  
Ida Ayu Elistyawati ◽  
I Made Darma Oka ◽  
I Ketut Astawa ◽  
...  
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Total Sample ◽  
Satisfaction Level ◽  
Validity And Reliability ◽  
Good Service ◽  
Guest Satisfaction ◽  
Cartesian Diagram

The purpose of this study was to determine the level of guest satisfaction with bartender services and efforts made by bartenders to increase guest satisfaction at the Melia Bali Hotel’s Tapas Bar. Data was obtained by distributing questionnaires that have been tested for validity and reliability, with a total sample of 60 respondents. Then, the data is processed with service quality techniques and important performance analysis presented with Cartesian diagram. The result showed that guest satisfaction with bartender services the Melia Bali Hotel’s Tapas Bar as a whole has shown good service as indicated by the gap of service quality scores. The result of the important performance analysis show more positive service quality gap scores than negative service quality scores.

scholarly journals Analysis of Receptionist Service Quality to Increase Guest Satisfaction at Hotel Yusro Jombang

2021 ◽  
Vol 3 (2) ◽  
pp. 58-58
Author(s):  
Risa Hani Safitri ◽  
◽  
I Gusti Agung Bagus Mataram ◽  
I Putu Krisna Arta Widana ◽  
◽  
...  
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Primary Data ◽  
Quality Level ◽  
Validity And Reliability ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Guest Satisfaction

This study aimed to analyze the level of receptionist service quality in increasing guest satisfaction at Hotel Yusro Jombang, East Java. The number of samples used was 60 respondents, with a purposive sampling data collection technique. The primary data collection method for service quality variables is using a questionnaire that has been tested for its validity and reliability. The analysis technique used is Customer Satisfaction Index, Servqual, and Importance Performance Analysis, presented in a Cartesian diagram. This study indicates that there is a negative, positive and neutral gap between guest perceptions and expectations. Customers are satisfied with the services provided because the value of the positive gap is more than the negative. The quality level of receptionist service in improving guest satisfaction at Hotel Yusro Jombang has been good, because the value of customer satisfaction index (CSI) of 90.22% is in the range of 81%-100%, meaning, in general, the guest satisfaction index at Hotel Yusro Jombang is on the "very satisfied" criteria. Next, based on the result of importance-performance analysis, each indicator's position in the cartesius diagram found an indicator that is a priority to be fixed, i.e., indicator in the A quadrant and an indicator that is an achievement to be maintained indicator which is in the B quadrant. As for indicators that are considered most satisfying by guests, they are X3 indicators, X5 indicators, and X10 indicators, each of them has a score of 0.04.

TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

2018 ◽  
Vol 2 (01) ◽  
pp. 14
Author(s):  
Eddy Supardi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Good Work ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
And Performance ◽  
Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis.   The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

Analisis Kualitas Pelayanan Pada Unit Perijinan Angkutan Dan Kendaraan Wajib Uji Dinas Perhubungan Kabupaten Karanganyar

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Fachry Prasetyo ◽  
Priyanto Susiloadi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Good Service ◽  
Analysis Techniques ◽  
User Community ◽  
Customer Perceptions ◽  
Level Of Satisfaction

Good service quality in public services will give an impetus to the user community to give a good assessment. Good service by the State Civil Servants (ASN) in the Transportation Obligatory Licensing Unit (UPAKWU) in the Karanganyar District Transportation Department was apparently still receiving complaints from the service user community. This shows that there are still some shortcomings in the implementation of the service system in the office. The sampling technique uses accidental sampling method. The data used are primary data obtained directly from respondents by providing a list of questions or questionnaires. Data analysis techniques using Importance-Performance Analysis (IPA) are used to measure the level of satisfaction of someone over the performance of other parties, and Cartesian Diagrams to determine service indicators that satisfy or do not satisfy consumers. The results showed that: Service quality in UPAKWU Karanganyar Regency according to customer perceptions has not been satisfactory, despite having good service performance / above average. This is based on the results of the Importance Performance Analysis analysis which gets a result of 94.36% (Total Tki

scholarly journals STUDI EMPIRIS KUALITAS PELAYANAN MELALUI MODEL SERVQUAL (Service Quality) DAN IPA (Important Performance Analysis) PADA MAHASISWA JURUSAN TARBIYAH STAIN GAJAH PUTIH ACEH

2019 ◽  
Vol 3 (2) ◽  
pp. 183
Author(s):  
Farid Fauzi ◽  
Ansor Nasution
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Primary Data ◽  
Research Approach ◽  
Low Expectations ◽  
Sequential Explanatory

Penelitian ini mengkaji kualitas pelayanan dengan menggunakan Model SERVQUAL dan IPA (Important Performance Analysis) pada Jurusan Tarbiyah STAIN Gajah Putih. Dimensi pelayanan yang digunakan yaitu : Tangibles, Reliability, Responsiveness, Assurance, Empathy. Pendekatan penelitian yang digunakan adalah Mixed Method dengan Model Sequential Explanatory, jumlah populasi dalam penelitian ini berjumlah 1576 mahasiswa dengan teknik pengambilan sampel menggunakan Simple Random Sampling menggunakan Rumus Slovin dengan jumlah sampel berjumlah 94 mahasiswa. Data yang digunakan adalah data primer dengan menggunakan Skala Likert. Berdasarkan hasil penelitian terdapat tiga atribut layanan yang mempunyai kategori yang harus mendapatkan perhatian khusus, sembilan atribut layanan yang berkategori layanan yang baik tetapi mempunyai tingkat prioritas yang rendah, sepuluh atribut layanan yang berkategori atribut layanan yang mempunyai harapan dan persepsi yang rendah serta empat atribut layanan yang mempunyai kategori kinerja yang baik  dan telah melampui harapan dari para mahasiswa. Kata Kunci : Kualitas Pelayanan, SERVQUAThis study examines the quality of service using the SERVQUAL and IPA Models (Important Performance Analysis) at the STAIN Gajah Putih Tarbiyah Department. The dimensions of the services used are: Tangibles, Reliability, Responsiveness, Assurance, Empathy. The research approach used was Mix Method with Model Sequential Explanatory, the number of population in this study amounted to 1576 students with sampling techniques using Simple Random Sampling using Slovin Formula with a total sample of 94 students. The data used are primary data using a Likert Scale. Based on the results of the study there are three service attributes that have special attention categories, nine service categories that are categorized as good but have a low priority level, ten service attribute categories that have low expectations and perceptions and four service attributes has a good performance category and has exceeded the expectations of the students.Keywords : Service Quality, SERVQUAL And IPA

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA APLIKASI GOJEK DI KOTA TANGERANG

2020 ◽  
Vol 6 (2) ◽  
pp. 248
Author(s):  
Riri Oktarini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Statistical Tests ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Good Service ◽  
Linear Regression Coefficient ◽  
The City

Abstrak-Tujuan dilakukannya penelitian ini adalah bermaksud mengetahui apakah dengan adanya kualitas pelayanan yang baik dan harga dapat mempengaruhi kepuasan pelanggan Gojek khususnya di Kota Tangerang.  Metode penelitian yang digunakan adalah Asosiatif kausal. Sampel yang digunakan sebanyak 100 responden. Metode analisis data menggunakan uji validitas dan reliabilitas, asumsi klasik, regresi linier berganda, koefisien determinasi dan pengujian hipotesis.  Berdasarkan hasil pengujian statistik diperoleh hasil sebagai berikut: Kualitas pelayanan memberikan pengaruh secara positif serta signifikan terhadap kepuasan pelanggan. Harga memberikan pengaruh yang negatif serta signifikan terhadap kepuasan pelanggan. Kualitas pelayanan dan harga Secara simultan dengan menggunakan uji F diketahui memberikan pengaruh positif serta signifikan terhadap kepuasan pelanggan pengguna aplikasi Go-jek di Kota Tangerang.Kata Kunci: kualitas pelayanan, harga, kepuasan pelanggan Abstract-The purpose of this research is to find out whether the existence of good service quality and price can affect Gojek customer satisfaction in Tangerang City. The research method used is causal associative. The sample used was 100 respondents. Methods of data analysis using validity and reliability, classic assumptions, multiple linear regression, coefficient of determination and hypothesis testing. Based on the results of statistical tests the following results are obtained: Service quality has a positive and significant influence on customer satisfaction. Price gives a negative and significant effect on customer satisfaction. Quality of service and price Simultaneously using the F test is known to have a positive and significant effect on customer satisfaction of Go-jek application users in the city of Tangerang.Keywords: service quality, price, customer satisfaction

scholarly journals Analysis of service quality towards repeater guest satisfaction at The Samaya Seminyak

2021 ◽  
Vol 3 (1) ◽  
pp. 15-20
Author(s):  
Ika Fitri Kurnia Sari ◽  
◽  
I Gusti Agung Bagus Mataram ◽  
Dewa Made Suria Antara ◽  
Ni Gusti Nyoman Suci Murni ◽  
...  
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Service Quality ◽  
Guest Satisfaction

The purpose of this study was to determine how satisfied the repeater guest were with the performance of The Samaya Seminyak and to know indicators that had to be improved in order to increase the satisfaction of the repeater guest. The method used is Servqual Test and Important Performance Analysis as the tools to measure repeater guest satisfaction on the existing performance of The Samaya Seminyak. Data were collected from 75 questionnaires repeater guest. Measurement of repeater guest satisfaction was using the theory of 5 dimensions of service quality those are tangible, reliability, responsiveness, assurance, and empathy. The quality of service available at The Samaya Seminyak was unable to meet the quality of service desired by repeater guest. Analysis of service quality is resolved by Servqual test, where 10 out of 15 indicators produce negative gaps, and 5 indicators produce positive gaps. The services that need to be improved in order to increase the satisfaction of repeater guest are indicators of the accuracy and speed of the host and butler staff in providing services appropriately, the ability in providing services to the guests, the ability of the host and butler staff in understanding guests’ wishes quickly, host and butler staff initiative in providing assistance, and host and butler staff knowledge about the products offered.

Environmental Management Practices in the Hotel Industry for Eco Tourism & Its Sustainability

2016 ◽  
Vol 2 (1) ◽  
Author(s):  
Ajay Kumar Mithilesh Rai
Keyword(s):  
Environmental Management ◽  
Pilot Study ◽  
Service Quality ◽  
Management Practices ◽  
Positive Impact ◽  
Hotel Industry ◽  
Satisfaction Level ◽  
Environmental Management Practices ◽  
Green Practices ◽  
Guest Satisfaction

As per my pilot study conducted on Star Hotels (3-5) to see the degree of Greenness in operation using Environmental Management Practices Indicators for Sustainability & Profitability as well in due course and measuring their impact on guest satisfaction. Based on the findings it was observed that there was a positive impact of innovative green practices, service quality, courtesy, competency and responsiveness (CCR) of staff on guest satisfaction level in the hotel.

Service Quality dan Importance Performance Analysis Program Studi Manajemen Universitas Flores

Analisis ◽  
2020 ◽  
Vol 18 (2) ◽  
pp. 54-61
Author(s):  
Yulius Laga
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Validity And Reliability ◽  
Study Program ◽  
Tertiary Institutions ◽  
Management Study ◽  
Physical Evidence ◽  
The University ◽  
Service Priority

This study adopts a service quality approach and importance performance analysis (IPA) applied to tertiary institutions, to analyze how big the role of service in tertiary institutions (lecturers and employees) is towards students who in certain contexts are valued as consumers. This research was conducted at the University of Flores management study program, with 50 samples (stratified random sampling). Test the suitability and accuracy of the data by conducting validity and reliability tests, data analysis using the SERVQUAL and IPA methods by assessing physical evidence, reliability, responsiveness, assurance, empathy on the basis of GAP value considerations and priority plots using Cartesian Diagrams. The results showed the Management study program needs to improve service priority (GAP) whose value exceeds -0.5 and low priority value in the plot diagram.

Tourist Satisfaction Level of Front Office Department Staff Services at Tanadewa Resort & Spa

2021 ◽  
Vol 3 (2) ◽  
pp. 40-48
Author(s):  
Ni Luh Made Sri Trisna Dewi ◽  
◽  
I Gusti Putu Sutarma ◽  
Budi Susanto ◽  
I Putu Budiarta ◽  
...  
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Indicators ◽  
Sampling Technique ◽  
Total Sample ◽  
Tourist Satisfaction ◽  
Department Staff ◽  
Front Office ◽  
Gap Values

The purpose of this study is to analyze customer satisfaction on the service of the front office department staff at Tanadewa Resort & Spa and to describe the indicators that need to be improved and maintained by the front office department staff at Tanadewa Resort & Spa. The sample used in this study were tourists who stayed at Tanadewa Resort & Spa in March - July 2021. The sampling technique used was incidental random sampling with a total sample of 50 respondents. Data were collected by questionnaires distributed to respondents, then the data obtained were processed using SPSS version 26. The analytical techniques used were servqual analysis and Importance Performance Analysis. Servqual is used to analyze the level of tourist satisfaction with services obtained which can be seen from the gap results, while Importance Performance Analysis is used to group service quality indicators into a Cartesian diagram to describe indicators that need to be improved and maintained. The results of this study indicate that customer satisfaction with the service of the front office department staff at Tanadewa Resort & Spa is still not good, because of the 15 service quality indicators there are 9 indicators with negative gap values ​​and 6 indicators having positive gap values. And there are 4 indicators whose performance must be improved and 5 indicators whose performance must be maintained by the front office department staff at Tanadewa Resort & Spa in order to increase customer satisfaction.

scholarly journals THE ANALYSIS OF FRONT OFFICE DEPARTMENT SERVICE QUALITY FOR CUSTOMER’S SATISFACTION AT PADMA RESORT LEGIAN

2019 ◽  
Vol 2 (2) ◽  
pp. 66
Author(s):  
Ni Luh Putu Mira Indah Pratiwi ◽  
I Gusti Made Wendri
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Secondary Data ◽  
Validity And Reliability ◽  
Literature Study ◽  
Analysis Technique ◽  
Front Office ◽  
Perceptions And Expectations ◽  
Study Questionnaire

The purpose of this research is to know there is a gap between the guest’s perception and guest’s expectation to the Front Office Department service quality at Padma Resort Legian, and to know which indicators need to be improved and maintained to enhance the service quality of Front Office Department for customer’s satisfaction at Padma Resort Legian. The data used in this research are quantitative data which are collected from observation, literature study, questionnaire with validity and reliability tested and secondary data. The total of respondents are 60 respondents using incidental sampling method. Data analysis technique used is the SERVQUAL Method and Importance-Performance Analysis applied in Cartesian Diagram. The result of this research is show that there are negative and positive gap between perceptions and expectations. The result of the Importance-Performance Analysis found 1 indicator on Quadrant A which as the major weakness and need improvement which is the attributes number 4, fast and properly service of check-in and check-out process by the Front Office Staff. On the other hand, there are 6 indicators on Quadrant B which as the major strengths and opportunities. Padma Resort Legian should immediately improve the performance of indicator on Quadrant A to reach customer’s satisfaction.

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