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 MENGUKUR KEPUASAN PASIEN RUMAH SAKIT ISLAM SITI RAHMAH PADANG ATAS KUALITAS PELAYANAN INSTALASI FARMASI DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 11
Author(s):  
Deta Aulia ◽  
Rahmiati Rahmiati ◽  
Gesit Tabrani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Analysis Method ◽  
Analysis Technique ◽  
Study Population

This study aims to analyze and find out: (1) The service quality of pharmaceutical installations provided by RSI Siti Rahmah Padang is in accordance with patient expectations using the Importance Performance Analysis method (2) Service attributes that need to be prioritized to improve the quality of pharmacy installation services to patients in Siti Rahmah Padang Hospital using the Cartesian diagram. The study population was all visitors or patients who visited to get treatment at a pharmacy pharmacy installation. The sampling technique of this study was to use the accidental sampling method with a total sample of 100 people.The data used is primary data. The data analysis technique uses the Importance Performance Analysis method using Microsoft Excel software. The results showed that: (1) There are 1 service attribute that have a positive gap that is able to meet customer satisfaction (2) There are 3 service attributes that are the top priority for immediate improvement (3) Factors to improve the quality of pharmaceutical services caused by human factors , material, method, and environment.Keywords: Service Quality, Importance Performance Analysis, customer satisfaction, fishbone 

scholarly journals ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 18
Author(s):  
Widia Afriyuni ◽  
Rahmiati Rahmiati ◽  
Muthia Roza Linda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Post Office ◽  
City Center ◽  
A Value ◽  
Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Hotel Timor Megah Kota SoE, TTS)

2020 ◽  
Vol 10 (3) ◽  
pp. 375-393
Author(s):  
Donar W Selan ◽  
Juita L D Bessie
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Literature Study ◽  
Independent Variable ◽  
Mathematical Equations

More and more manufacturers are involved in meeting the needs and desires of customers, causing each company to set orientation to customer satisfaction as the main goal. There is a tendency that customer satisfaction or dissatisfaction can be influenced by the quality of services provided by the company. This research was conducted at the Timor Megah Hotel Kota SoE, TTS Regency. The purpose of this study is to determine the effect of service quality that can be measured by several dimensions, including: tangibles, responsiveness, reliability, assurance, and empathy on customer satisfaction Timor Megah Hotel. The independent variable (X) of this study is the dimension of service quality consisting of tangibles (X1), responsiveness (X2), reliability (X3), assurance (X4), and empathy (X5). While the dependent variable (Y) of this study is customer satisfaction. The sampling technique used is the Accidental Sampling technique, with a total sample of 99 people with the criteria of having stayed more than twice and staying period for 4 years (2015-2018). Data collection techniques used were interviews, questionnaires and literature study. After the data is collected, the data is then analyzed using descriptive techniques and multiple linear regression. From the analysis it is known that tangibles, responsiveness, reliability, assurance and empathy simultaneously and partially have a significant effect on customer satisfaction. From the results of the analysis can also be made mathematical equations: Y = 3,568 + 0,150X1 + 0,245X2 + 0,209X3 + 0,192X4 + 0,362X5. The coefficient of determination obtained shows that 87.2% of the level of customer satisfaction is influenced by tangibles, responsiveness, reliability, assurance and empathy.   Keywords: Tangibles, Responsiveness, Reliability, Assurance, Empathy and Customer Satisfaction.

scholarly journals CITRA PERUSAHAAN SEBAGAI VARIABEL PEMODERASI PENGARUH LAYANAN TERHADAP KEPUASAN PASIEN DAN NIAT BERALIH

2019 ◽  
Vol 12 (1) ◽  
pp. 51
Author(s):  
Muhammad Zakiy
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Test Results ◽  
Purposive Sampling ◽  
Customer Switching

<p>This study aims to see the effect of service quality from 3 PKU Muhammadiyah Hospital in Jogja, Sleman and Bantul on customer satisfaction and customer switching intention which is moderated by the company's image. This study uses Moderated Regression Analysis (MRA), with a total sample of 111 customers/patients at the Muhammadiyah Yogyakarta Hospital. The data was collected online and offline by purposive sampling technique. This study proves that service quality is the main predictor in increasing customer satisfaction of PKU Muhammadiyah Yogyakarta hospital. However, the test results explain that the company's image is not able to moderate the influence of service quality on the customer satisfaction and switching intention. The results of this study also provide theoretical and practical contributions related to theoretical, methodological and practical issues.</p>

scholarly journals ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DI PT RAMAJAYA COPIER

2019 ◽  
Vol 3 (1) ◽  
pp. 119-131
Author(s):  
Sudrajad JS ◽  
Nur Rahma Andayani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Service Satisfaction ◽  
Customer Expectations ◽  
Satisfaction Analysis

Research on customer satisfaction analysis on service quality at PT Ramajaya Copier is to analyze and determine the extent of customer satisfaction with the services provided by PT Ramajaya Copier. This research was conducted to 93 PT Ramajaya Copier customers in Batam City using the Simple Random Sampling technique. Using the method of analysis of important performance analysis (IPA) of this study resulted in 4 (four) indicators of service satisfaction statements included in quadrant I, namely improving performance to be improved to meet customer expectations. The four indicators of the statement are: employees are polite and friendly to customers (2.61), customer convenience when coming to PT Ramajaya (2.69), the company serves regardless of customer background (2.61), the company tolerates delays payment to customers (2.61).

scholarly journals Service Quality and Customer Satisfaction in the Apiculture-Based Agritourism

2019 ◽  
Vol 15 (2) ◽  
pp. 153-165
Author(s):  
Abel Gandhy ◽  
Michael Chang ◽  
Siti Rahmi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Product Knowledge ◽  
Analysis Techniques ◽  
Satisfaction Index ◽  
Bee Colony ◽  
Low Performance ◽  
Tourism Service

Taman Wisata Lebah is tourism service based on honey bees. It is one of the pioneer of the apitourism in Indonesia. The objective of this reserach are to analyze the service quality and customer satisfaction of Taman Wisata Lebah. Research method used in this research is quantitative. Respondent in this research are 100 respondents, using purposive sampling technique. Data analysis techniques are Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). Based on the calculation of CSI, the number is indicated that in general consumers of Taman Wisata Lebah are satisfied with the services provided. Findings. Based on the calculation of Importance Performance Analysis, there are five attributes with high importance and low performance and highly recomended to improve. The atributes consists of provide more safety equipment for customers, evaluate staff shifting schedule to ensure the existence of staff in field, improvement product knowledge for field staff, create safety box for bee colony. Overall, service quality in Taman Wisata Lebah is excellent.

scholarly journals The Effect of Product, Service, and Customer Satisfaction on Word-of-Mouth Behavior

2019 ◽  
Vol 4 (2) ◽  
pp. 149-156
Author(s):  
Setyani Dwi Lestari ◽  
Mariah Mariah ◽  
Heni Iswanti ◽  
Umbar Riyanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Jel Classification ◽  
Public Attention ◽  
Product Service

Objective – Banks are financial intermediaries which are vital to support the economy of a country. Banks can be interpreted as the financial institutions whose activities are collecting funds from the community, distributing the funds back to the community, and providing other banking services. The development and improvement of service quality from the banks should be the center of public attention. This is because of the tight competition in terms of quality of the services, products, and marketing strategies undertaken by the banks. In an environment of tight competition, the top priorities of service companies such as banks are customer satisfaction and excellent service quality in order to improve customer loyalty and word-of-mouth behavior. This research aims to study, analyze, and explore the effect of product, service, and customer satisfaction on word-of-mouth (WOM) behavior at PT Bank Jakarta. Methodology/Technique –The models used in this research is a descriptive and associative model using SPSS 19. This study uses a simple random sampling technique with a total sample of 80 people. The research instrument used as a measuring tool in this study is a questionnaire consisting of 40 statements. Findings & Novelty – The result of this research show that product (X1), service (X2), and customer satisfaction (X3) simultaneously affect word-of-mouth behavior (Y). The results conclude that PT Bank Windu Kentjana International Tbk Jakarta should improve the quality of its products and services delivered to its customers and prospective customers in order to build their loyalty and improve their word-of-mouth. Type of Paper: Empirical Keywords: Product; Service; Customer Satisfaction; Word of Mouth Behavior. Reference to this paper should be made as follows: Lestari, S. D.; Mariah, Iswanti, H.; Riyanto. U. 2019. The Effect of Product, Service, and Customer Satisfaction on Word-of-Mouth Behavior, J. Mgt. Mkt. Review 4 (2): 149 – 157 https://doi.org/10.35609/jmmr.2019.4.2(7) JEL Classification: M30, M31, M39.

scholarly journals PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP KEPUASAN NASABAH PENGGUNA BNI MOBILE BANKING MELALUI CITRA BANK SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 22 (1) ◽  
pp. 55-63
Author(s):  
Sri Nawangasari ◽  
Nadea Dwirahma Putri
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Mobile Banking ◽  
Improve Service Quality

This study aims to determine the effect of e-service quality and e-trust on customer satisfaction of BNI Mobile banking users through the image of the bank as an intervening variable. Data used in this study are primary data, data collection through questionnaires with a total sample of 185 respondents who are "BNI Mobile banking" customers use a purposive sampling technique. Analysis of the data used is descriptive analysis and path analysis. The results showed that: The e-service quality variable directly affected the customer satisfaction variable; The e-trust variable directly influences the customer satisfaction variable; e-service quality variables affect the image of the bank, e-trust variables affect the image of the bank, and the image of the bank affect customer satisfaction. Thus, BNI Bank should continue to improve service quality and trust in the Bank so that customers feel satisfied so that the bank's reputation is better.

PENGARUH CITRA MEREK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PT. SERASI AUTO RAYA JAKARTA

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Meilly Yani Yanwar ◽  
Tatag Herbayu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Brand Image ◽  
Sampling Technique ◽  
Total Sample ◽  
Sampling Techniques ◽  
Test Results ◽  
Partially Linear ◽  
Analysis Technique

<em>To determine the effect of brand image and service quality on customer satisfaction PT. Serasi Auto Raya (SERA) Jakarta. This research uses quantitative methods. The population of this research is the customers of PT. Serasi Auto Raya (SERA) Jakarta with a total sample of 80 respondents who were taken using a sampling technique using incidental sampling techniques, by filling out a questionnaire on google form. The analysis technique was carried out with simultaneous and partially linear regression. Based on the test results, it is found that brand image has a positive and significant effect on customer satisfaction. Then, service quality has a positive and significant effect on customer satisfaction. Furthermore, brand image and customer satisfaction simultaneously have a significant effect on customer satisfaction at PT. Serasi Auto Raya (SERA) Jakarta.</em>

scholarly journals PENGARUH KUALITAS PELAYANAN, HARGA DAN LOKASI TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Milala Service Station Medan)

2020 ◽  
pp. 141-150
Author(s):  
Yessi Yospita Barus ◽  
Ria Veronica Sinaga ◽  
Roslinda Sagala
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Technique ◽  
Total Sample ◽  
Service Users ◽  
Service Station ◽  
Analysis Technique ◽  
Influential Variable

This study aims to determine whether there is an influence between service quality, price and location on customer satisfaction either partially or simultaneously on Milala Service Station Medan. The population of this research is the service users of Milala Service Station during the study period with a total sample of 82 respondents with purposive sampling technique. Data collection method with a questionnaire. Data analysis technique used is multiple linear regression. The multiple linear regression equation obtained from the test results is Y = -0,636 + 0,145X1 + 0,224X2 + 0,236X3 + ei, meaning that simultaneous service quality, price and location have a positive and significant effect on customer satisfaction of users of MilalaService Station Medan services. However, location variable is the most influential variable on customer satisfaction of service users of Medan Milala Service Station. With a regression coefficient of 0.236 or 23.6%, this means that Milala Medan Service Station should maintain its existing location. R square of 0.401, meaning that variations in customer satisfaction can be explained by variations in service quality, price and location by 40.1% and the remaining 59.9% can be explained by other variables not explained in this study. From the results of research and discussion, Medan Milala Service Station should further develop and maintain indicators of service quality, price and location available at Medan Milala Service Station, so that employees can further enhance customer satisfaction.

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