scholarly journals Developing front office service as benchmarking at Discovery Kartika Plaza Hotel

2021 ◽  
Vol 4 (1) ◽  
pp. 35-41
Author(s):  
Luh Putu Ayunita Kartini ◽  
◽  
Ni Nyoman Triyuni ◽  
Nyoman Mastiani Nadra ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Services Quality ◽  
Participant Observation ◽  
The Other ◽  
Average Score ◽  
Front Office ◽  
Interview Questionnaire ◽  
Service Attribute ◽  
Plaza Hotel

The purpose of this research is to know the implementation of service attributes and the benchmark of Front Office Department at Discovery Kartika Plaza Hotel to develop the services quality in front office department. The method of the data collection applied for this research are participant observation, interview, questionnaire, guests comment and documentation. This research used 30 respondents of front office staffs and the data was analyzed qualitative descriptively. The result of the study identified that, the implementation of service attributes in all sections in front office department is very good and all sections have score more than 4,0. The benchmark is Guest Service Agent with average score 4.95 or 20.89%. The lowest section is Telephone Operator with average score 4.43 or 18.69% because during working not care with SOP, not implement the service attribute so well, and the staffs have less knowledge on IT. The front office department should do the improvement and development on the service quality and the attitude of the staff. As the benchmark, the Gust Service Agent has done many ways to improve the service quality. The best way to improve the service quality, the hotel can use the benchmark as the standard to find the best strategy and technic how to improve and develop the service quality of the front office department at Discovery Kartika Plaza Hotel. The Guest Service Agent as the benchmark in front office department should be maintain their service as standard of the other sections to develop the service quality in the front office department at Discovery Kartika Plaza Hotel.

scholarly journals Saudi Airlines Service Quality: Passengers’ Perceptions toward SAUDIA Operational Procedures Pre-flight Services: An Empirical Investigation

2019 ◽  
Vol 15 (1) ◽  
pp. 122
Author(s):  
Hani A. AlGhamdi
Keyword(s):  
Service Quality ◽  
Waiting Time ◽  
Empirical Investigation ◽  
Services Quality ◽  
The Other ◽  
Air Transport ◽  
Future Research ◽  
Educational Levels ◽  
Air Transport Industry

The study aimed at assessing service quality (SQ) of Saudi Arabian Airlines (SAUDIA); the sole national air transporter in Saudi Arabia. Considering the SERVQUAL model developed by Parasuraman et al. (1985), the study used a developed scale dedicated to Airlines industry. The nine dimensions scale “ASQUAL” included: declaration practices, planning practices, front offices procedures, technological self-processes, crew practices, operational procedures, equipping processes, hospitality practices, and warranty procedures. Among those dimensions, this study focused on the ASQUAL sixth dimension: operational procedures. For this purpose, 502 questionnaires were collected and analyzed from different gender, passengers classes, educational levels, and ages. With its Eight factors, the operational procedures dimension used in this study and revealed that the passengers were in general unsatisfied about the quality of the operational procedures services (OPSQ) provided by SAUDIA. The measured factors were: Waiting Time (Counters Queue), Frequent Announcements (Final Boarding & Pre-flight), On-Time (Flight Departure), Waiting Time (Baggage Arrival). The other remaining factors were: Announcement (Guidance to Specific Baggage Carousel), Safety (Delivered Baggage), Announcement (Replacement for Delayed Flight), and Pre-announcement (Replacement for Canceled Flight / 7+ Days Prior). The study showed that there -at least- two operational services were unoffered by SAUDIA. The contributions of this study to the existent literature in services quality are assessed together with the contributions made to the air transport industry. The limitations of the study discussed, the recommendations addressed, and the potential for future research in this filed indicated.

Quality of Services Publishing Record of Fisheries (BPKP) in The Marine and Fisheries Office South Sumatera Province

2018 ◽  
Vol 1 (2) ◽  
pp. 25-32
Author(s):  
Galamda Israk ◽  
Slamet Widodo ◽  
Andy Alfatih
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Participant Observation ◽  
Secondary Data ◽  
Likert Scale ◽  
Quality Of Services ◽  
Fishing Vessels ◽  
Scale Assessment

ABSTRACT This study aims to determine the quality of service issuance of Proof of Registration of Fishing Vessels (BPKP) in the Department of Maritime Affairs and Fisheries of South Sumatra Province and what factors influence it. Data collection techniques used were the distribution of questionnaires to 60 respondents who were capture fisheries business actors with a Likert Scale assessment, as well as conducting unstructured interviews, non-participant observation and secondary data collection. The dimensions used are tangible, reliability, responsiveness, assurance and empathy. The value of service quality based on tangible dimensions is 4.2 or good, based on the reliability dimension is 4.1 or good, the responsiveness dimension is 4.0 or good, the guarantee dimension is 4.1 or good, and based on the empathy dimension is 4.1 or good. Of all these parameters, it was concluded that the quality of BPKP issuance services in the Department of Maritime Affairs and Fisheries of South Sumatra Province in 2016 was good with a score of 4.1. The conclusion is based on an assessment of an average of 58 respondents or 97.4% of respondents.

The Emergence of Service Quality and Brand Awareness Toward Strategic Competitiveness and Its Impact on Hotel Performance

2015 ◽  
Vol 1 (1) ◽  
pp. 16
Author(s):  
Khairunnisa Khairunnisa ◽  
Nila Krisnawati
Keyword(s):  
Service Quality ◽  
Slow Growth ◽  
Group Discussion ◽  
Influential Factor ◽  
Brand Awareness ◽  
Quantitative And Qualitative Research ◽  
Hotel Performance ◽  
Depth Interview ◽  
Front Office

Five-star hotels are known by their immense competitiveness, first-class portrayal and are superior in level of extravagance, eccentricity, representation, sophistication and amenities. Slow growth of five-star hotels aggravates strong competition, thus forcing hotel businesses to be competitive. This study attempts to analyze service quality and brand awareness toward strategic competitiveness and its impact on the performance of XYZ Hotel. The study applies both quantitative and qualitative research, which were obtained from questionnaire distribution to 100 respondents who have stayed at the hotel, in-depth interview with the PR and Front Office managers, and Focus Group Discussion with managers and hotel experts from Jakarta and Tangerang. The finding suggests that service quality has no correlation with strategic competitiveness and no significant impact on performance. Thus, brand awareness was found to be the most influential factor on strategic competitiveness. However, it is necessitated that five-star hotel continuously improve the quality of its service and the factors associated with service quality. 

scholarly journals Quality of Life of Brazilian Vegetarians Measured by the WHOQOL-BREF: Influence of Type of Diet, Motivation and Sociodemographic Data

Nutrients ◽  
2021 ◽  
Vol 13 (8) ◽  
pp. 2648
Author(s):  
Shila Minari Hargreaves ◽  
Eduardo Yoshio Nakano ◽  
Heesup Han ◽  
António Raposo ◽  
Antonio Ariza-Montes ◽  
...  
Keyword(s):  
Quality Of Life ◽  
Online Survey ◽  
Well Being ◽  
Vegetarian Diet ◽  
The Other ◽  
Average Score ◽  
Cross Sectional ◽  
Domain 3 ◽  
Domain 4

This study aimed to evaluate the general quality of life (QoL) of Brazilian vegetarians. A cross-sectional study was conducted with Brazilian vegetarian adults (18 years old and above). Individuals were recruited to participate in a nationwide online survey that comprised the WHOQOL-BREF as well as sociodemographic and characterization questions related to vegetarianism. The WHOQOL-BREF is composed of 24 items which are divided into four domains (domain 1: physical health; domain 2: psychological well-being; domain 3: social relationships; and domain 4: environment), plus two general items which were analyzed separately, totaling 26 items. The answers from the questionnaire were converted into scores with a 0–100 scale range, with separate analyses for each domain. Results were compared among groups based on the different characteristics of the vegetarian population. A total of 4375 individuals completed the survey. General average score results were 74.67 (domain 1), 66.71 (domain 2), 63.66 (domain 3) and 65.76 (domain 4). Vegans showed better scores when compared to the other vegetarians, except in domain four, where the statistical difference was observed only for semi-vegetarians (lower score). Individuals adopting a vegetarian diet for longer (>1 year) showed better results for domains one and two, with no difference for the other domains. Having close people also adopting a vegetarian diet positively influenced the results for all domains. On the other hand, it was not possible to distinguish any clear influence of the motivation for adopting a vegetarian diet on the scores’ results. Adopting a vegetarian diet does not have detrimental effects on one’s QoL. In fact, the more plant-based the diet, and the longer it was adopted, the better the results were.

Effect of Computer-Assisted Scheduling and Dispatching Systems on Paratransit Service Quality

2002 ◽  
Vol 1791 (1) ◽  
pp. 51-58 ◽  
Author(s):  
Anthony M. Pagano ◽  
Paul Metaxatos ◽  
Mark King
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
The Other ◽  
Computer Assisted ◽  
Other Hand ◽  
Central Illinois

The few computer-assisted scheduling and dispatching (CASD) systems evaluated to date do not, in general, provide details on the effects of quality of service. An analysis of the quality-of-service effects of a CASD system in central Illinois is presented. The analysis finds that a variety of service attributes have been positively affected by CASD implementation. Passengers experienced greater on-time rates at both pickup and drop-off, overall satisfaction with the service increased, and customer reporting of ride denials was reduced. On the other hand, the use of CASD to promote higher vehicle productivity resulted in slightly longer ride times. In addition, callers to the system experienced being put on hold more often. On the whole, the conclusion is that quality of service has been positively affected by the implementation of the CASD system.

scholarly journals The Effect of Service Quality in the Formation of Brand Image: Fitness Center in Bekasi, West Java, Indonesia

2020 ◽  
Vol 7 (11) ◽  
pp. 119
Author(s):  
Alfia Pantjoro
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Service Industry ◽  
Brand Image ◽  
Services Quality ◽  
Image Formation ◽  
Quality Of Services ◽  
Quantitative Research Methods ◽  
Fitness Center

For companies that are engaged in the service industry, quality of service is one of important factor in establishing a positive brand image. The purpose of this study is to know (1) whether or not the effect of services quality on brand image formation of Gold's Gym Bekasi, (2) direction and magnitude of services quality on brand image formation of Gold's Gym Bekasi. The theory used in this research is the theory of services quality and brand image formation theory. This study uses quantitative research methods and involves as many as 96 respondents who have become members and have exercised in Gold's Gym Grand Metropolitan Mall Bekasi. The results found that there is an influence of 76% between services quality and brand image formation of the fitness center. This study shows the direction of positive influence, where if the quality of services is improved then the brand image formation of the fitness center will also increase by 0.571. The results of this study states that the service quality of services affects the brand image formation of the Gold's Gym Bekasi.

scholarly journals POSSIBILITIES FOR IMPROVING THE SERVICE QUALITY OF SMALL HOTELS IN NOVOSIBIRSK

2017 ◽  
Vol 11 (4) ◽  
pp. 168-180
Author(s):  
Лидия СТРЕБКОВА ◽  
Lydia STREBKOVA
Keyword(s):  
Service Quality ◽  
Corporate Culture ◽  
Business Processes ◽  
Services Quality ◽  
Price Policy ◽  
Service Level ◽  
Successful Operation ◽  
Fast Adaptation ◽  
Major Factors

The article considers the concept of hotel services quality, and pays special attention to the fact that service level depends on the focusing of staff on customer. An important condition for the successful operation of a small hotel is its orientation towards the consumer, consisting in enhance the perceived value of the service, in meeting its needs and, as a result, in achieving customer loyalty. Focusing of employees on customer is one of major factors of ensuring efficiency of activities and competitiveness of hotel. The author researches the quality assessment of the small hotels services in Novosibirsk. The main problems in rendering hotel services revealed by author are related to technical, functional and social service quality. Virtually all aspects of activities of small hotels have shortcomings showing the lack of system approach to management, despite the size and an organizational structure of enterprises which assume mobility and flexibility of management, fast adaptation to a market situation, requests of consumers, a high susceptibility to innovations. The author offers the recommendations for improving activities of small hotels, implementation of which will allow to increase hotel services quality. The management of small hotels of the Novosibirsk should pay attention to the following parameters: material and technical resources, quality standards, corporate culture, corporate style, staff policy, technologies of servicing, organization of business processes, range of services, price policy, and marketing communications. The service quality improvement should be complex and cover all activities of hotel. To hold the client, the enterprises of the industry of hospitality need to motivate the employees, to improve quality of the provided services, raising degree of a customer satisfaction and creating its loyalty of the organization.

scholarly journals Penerapan Metode SERVQUAL pada Bank X

2016 ◽  
Vol 12 (2) ◽  
pp. 369
Author(s):  
Nilda Tri Putri ◽  
Jonrinaldi Jonrinaldi ◽  
Ranti Pratiwi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Services Quality ◽  
Marketing Research ◽  
Services Marketing ◽  
Repair Service ◽  
Five Dimensions

The banking sector had become industrial which keeps growing. Competition requires each bank competing to attract many customers in many ways both in terms of products, technologies, and services. Marketing Research Indonesia (MRI) performs measurements of the services quality of the banking. X Bank occupies the fifth position in terms of service quality. X Bank need to do repair service constantly to improve customer loyalty. The method used was servqual consisting of five dimensions. Based on gap between perception and expectations known priority on X Bank. Repair service with the main priority is customer service quickly. A long customer service cause long queue at customer service and teller. Typically, most clients come at the beginning of the month. However, a large number of customer that are not anticipated by the number of teller and customer service. Customer satisfaction level of this attribute only 68,09%. That means the banks need to make improvements such as by adding the number of teller and customer service at a particular time and organizing shift work teller and customer service more effectively.Keywords : service quality, gap, Marketing Research Indonesia.

scholarly journals SERVICE QUALITY OF GOODS AND SERVICES PROCUREMENT UNITS TOWARDS CUSTOMER’S SATISFACTION

TRIKONOMIKA ◽  
2020 ◽  
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Average Score ◽  
Work Unit ◽  
Goods And Services ◽  
Regional Work ◽  
Trans Unit

Subang District has become surprisingly attractive by the existence of Patimban Port. The presence of investor has given impacts to the number of studies and works requiring the performance of Procurement Service Units (trans. Unit Layanan Pengadaan – ULP) of goods and services that satisfy customers, namely the Regional Work Unit (trans. Satuan Kerja Perangkat Daerah – SKPD) and Partners. Method used are descriptive and verifiative by using path analysis. The service quality is measured with the dimensions of tangible, empathy, responsiveness, reliability, and assurance. The descriptive result showed that service quality and customers’ satisfaction were pretty good and dimension of responsiveness had smallest average score as well. Meanwhile, the verificative result showed that there were positive and significant effects, both simultaneously and partially, on the dimension of empathy, responsiveness, reliability, and assurance towards customers’ satisfaction.

scholarly journals Service Quality of Pesantren and Its Impact on the Santri Loyalty

2019 ◽  
Vol 1 (3) ◽  
Author(s):  
Dudun Ubaedullah ◽  
Makruf Akbar ◽  
Mukhneri Mukhtar
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Direct Effect ◽  
Services Quality ◽  
High Growth

Managing santri loyalty makes pesantren to win competition amid the high growth of pesantren in Indonesia. This study aims to examine santri loyalty model through the image of pesantren, service quality, and santri satisfaction. Samples of this study were 344 students from 2029 students of the largest pesantren in Jakarta and analyzed the data using path analysis. Findings showed that service quality of pesantren has a direct effect on santri loyalty which is the strongest compared to the image of pesantren and santri satisfaction. It is suggested to kyai and managers of pesantren can pay attention to services quality, the image of pesantren, and santri satisfaction, because it is proved to be able to increase santri loyalty.

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