INDICATORS FOR EVALUATION OF THE QUALITY OF SERVICE IN HOTELS IN THE CITY OF VARNA

2020 ◽  
Author(s):  
Teodora Teofilova ◽  
Keyword(s):  
Quality Of Service ◽  
Tourism Industry ◽  
Service Process ◽  
Good Practices ◽  
Quality Certification ◽  
Depth Analysis ◽  
The Individual ◽  
Tourism Services ◽  
The City

The material examines the degree of readiness of hoteliers in Varna, Bulgaria to select, implement and apply a set of indicators for assessing the quality of service in accommodation. The content reveals not only the specifics of the service process, but also answers to several questions related to its evaluation and quality certification. Scholars and politicians see standardization as a tool to liberalize trade in services, while some operators of the tourism industry find standardization of tourism services unfavorable. Increasing the confidence in tourist is a goal that hoteliers strive to achieve with many tools. The monitoring and in-depth analysis of the applied good practices in the service worldwide and their application in a technique that would provide a reliable portfolio of the individual hotel, and the service, as part of the whole tourist product, will make the service even more attractive. It is important that a key problem related to the improvement of the quality of the service activities is revealed and a proposal for its solution is given.

scholarly journals Upaya- Upaya dalam Meningkatkan Kualitas Pelayanan di Objek Wisata Kampung Tulip

2018 ◽  
Author(s):  
Yosef Abdul Ghani
Keyword(s):  
Quality Of Service ◽  
Community Service ◽  
Research Method ◽  
Qualitative Method ◽  
Tourism Industry ◽  
Iso 9001 ◽  
Tourist Attraction ◽  
Quality Dimensions ◽  
Tourism Services

Abstrak Persaingan di bidang industri pariwisata semakin ketat. Perubahan-perubahan di era distruptif ini mau tidak mau akan memaksa organisasi untuk terus menemukan inovasi-inovasi baru untuk tetap bersaing dengan organisasi lain. Salah satu organisasi di bidang jasa pariwisata adalah kampung tulip. Kampung tulip terletak di daerah ciwasta, Kota Bandung. Penelitian ini memiliki tujuan untuk memberikan masukan-masukan/rekomendasi bagi pengelola objek wisata setelah peneliti melakukan kegiatan pengabdian masyarakat di kawasan tersebut sebagai bagian dari kewajiban perguruan tinggi untuk melakuakan Tri Dharma Pendidikan. Metode penelitian disini menggunakan metode kualitatif deskriptif. Hasil penelitian yang telah dilakukan merekomendasikan penerapan ISO 9001:2015 secara bertahap sesuai dengan kemampuan organisasi, dan penerapan dimensi kualitas jasa servqual bagi pegawai di objek wisata kampung tulip. Dan diharapkan dengan diterapkannya ke dua rekomendasi tersebut akan mampu memberikan pengalaman lebih pada pengunjung dan pada akhirnya akan meningkatkan kepuasan dan word of mouth.Kata Kunci: Kualitas Pelayanan, ISO 9001, Kampung TulipAbstractCompetition in the tourism industry is getting tougher. Changes in this distruptive era inevitably want organizations to continue to find new innovations to stay competitive with other organizations. One of the organizations in the field of tourism services is kampung tulip. Kampung tulip located in ciwasta area, Bandung city. This study aims to provide inputs / recommendations for managers of tourism objects after conducting community service activities in the region as part of the task of universities to do Tri Dharma Education. The research method used descriptive qualitative method. The results of the research that has been done ISO 9001: 2015 gradually in accordance with the ability of the organization, and the quality dimensions servqual services for employees in the tulip village tourist attraction. And it is hoped that by applying them to these two recommendations will be able to provide more experience on halan and will ultimately increase satisfaction and word of mouth.Keywords: Quality of Service, ISO 9001, Kampung Tulip

scholarly journals Pengaruh Kesadaran Membayar Pajak, Pengetahuan dan Pemahaman Peraturan Perpajakan, dan Kualitas Layanan terhadap Kemauan Membayar Pajak Wajib Orang Pribadi di Kota Tomohon

2014 ◽  
Vol 5 (1) ◽  
Author(s):  
Siska Lovihan
Keyword(s):  
Quality Of Service ◽  
Independent Variables ◽  
Personal Services ◽  
Tax Laws ◽  
The Government ◽  
The Individual ◽  
Consultation Services ◽  
The Impact ◽  
The City

Tax is a State financial resources, including individual taxpayers who became a mainstay of the government to obtain funds to finance the implementation of the country. For taxpayers who performing independent personal services no parties are forced to pay taxes. They have a tax ID because of their own free will. This phenomenon is deemed interesting to be associated with factors that encourage people to pay taxes, therefore this study will discuss the influence of the tax paying awareness, knowledge and understanding of tax laws, and the quality of service to the willingness paying taxes an individual taxpayer. Object of this study is the individual taxpayer who performing independent personal services registered in the Office of Counseling and Consultation Services Tax Tomohon the number of samples 77. T test used in hypothesis testing, to determine whether the independent variables significantly partially or not on the dependent variable and to determine the effect of independent variables on the dependent variable simultaneously used F test. Of the research that has been done, it is known that partial paying taxes awareness, and the quality of service significantly influence willingness paying taxes individual taxpayer in the city of Tomohon. While knowledge and understanding of tax laws do not significantly affect the willingness paying taxes an individual taxpayer in Tomohon. Taken together, paying taxes awareness, knowledge and understanding of tax laws, and the impact of service quality on willingness paying taxes individual taxpayer in Tomohon City.

KUALITAS PELAYANAN DALAM PEMBANGUNAN INFRASTRUKTUR DI KECAMATAN CIAWI, KABUPATEN BOGOR

2018 ◽  
Vol 4 (2) ◽  
pp. 101
Author(s):  
Muhamad Alfian ◽  
Nandang Saefudin Zenju ◽  
Irma Purnamasari
Keyword(s):  
Quality Of Service ◽  
National Development ◽  
Infrastructure Development ◽  
National Unity ◽  
The People ◽  
Driving Wheel ◽  
Alternative Routes ◽  
The City ◽  
Quality Infrastructure

Infrastructure development is an integral part of national development and the driving wheel of economic growth. Infrastructure also has an important role in strengthening national unity and unity (Bappenas: 2009). The banjarwaru, banjarwangi, and telukpinang highways are the access roads traversed by 8 villages including alternative routes for the cicurug-sukabumi area. This road is always passed by the people who headed to the city. Therefore, the benefits of this road is very important because it is often passed from the cicurug-sukabumi area due to the diversion of traffic flow so that the intensity of high road users.In this study the author uses the theory of Ridwan and Sudrajat. Quality of service is the level of incompatibility between expectations with customer desires and also the perceptions of these customers. Quality of service here can be assessed by looking at the dimensions. These dimensions include the quality of service, the ability of officials, and service convenience. During the observation to the community through the survey to direct approach with the community, most people complained that the development service to build the kecamatan should be further improved and the results of this study showed that the Quality Assessment of Service in Road Infrastructure Development in Ciawi Sub-district Bogor Regency is categorized Fair Good this is because the assessment of the quality of development services by the Subdistrict Apparatus itself and from the community assess the ability of District Officers still have to be improved in conducting the service and its implementation.Keywords: Service Quality, Infrastructure Development.

scholarly journals Identification of post-cesarean surgical site infection: nursing consultation

2018 ◽  
Vol 71 (suppl 3) ◽  
pp. 1395-1403
Author(s):  
Marcia Regina Cunha ◽  
Maria Clara Padoveze ◽  
Célia Regina Maganha e Melo ◽  
Lucia Yasuko Izumi Nichiata
Keyword(s):  
Quality Of Service ◽  
Health Status ◽  
Surgical Site Infection ◽  
Medical Records ◽  
Signs And Symptoms ◽  
Site Infection ◽  
Cross Sectional ◽  
Cesarean Deliveries ◽  
The City

ABSTRACT Objective: To describe the profile of women in relation to their living conditions, health status and socio-demographic profile, correlating it with the presence of signs and symptoms suggestive of post-cesarean surgical site infection, identifying information to be considered in the puerperium consultation performed by nurses and proposing a roadmap for the systematization of care. Method: Quantitative, exploratory, descriptive, cross-sectional and retrospective review of medical records of women who had cesarean deliveries in 2014, in the city of São Paulo. Results: 89 medical records were analyzed, 62 of them with incomplete information. In 11, there was at least one of the signs and symptoms suggestive of infection. Conclusion: Given the results of the study, the systematization of puerperal consultation is essential. The roadmap is an instrument that can potentially improve the quality of service and the recording of information.

scholarly journals HOSPITALITY MANAGEMENT AS A PREREQUISITE OF EFFECTIVE TOURISM DEVELOPMENT IN UKRAINE

2021 ◽  
Author(s):  
Olena Khytra
Keyword(s):  
Quality Of Service ◽  
Corporate Culture ◽  
Management System ◽  
Hospitality Industry ◽  
Professional Competence ◽  
Tourism Industry ◽  
Hospitality Management ◽  
Social Orientation ◽  
The Impact

The hospitality industry acquires the features of an integrative industry, which combines material resources and intangible factors to meet the needs of modern man for comfortable travel and recreation. Hospitality is interpreted as a complex economic, social, cultural, psychological phenomenon, the impact of which on the development of the tourism industry determines the effect of synergy from the combination of tourist resources and quality of service. The author of article proposes to consider hospitality management as a multilevel dynamic management system for the process of providing services to tourists and vacationers, based primarily on the principles of humanism, tolerance, personalization of hospitality, respect for cultural diversity, priority to meet human needs for quality recreation and physical strength as well as cultural self-development. The social orientation of this system to some extent balances the commercial, purely pragmatic aspect of managing the development of tourism enterprises. A holistic model of hospitality management is based on a harmonious combination of four concepts. They are humanitarian, technological, functional and commercial. The system-forming component of the hospitality sector is a mechanism for managing consumer behaviour, which ensures an optimal balance of supply and demand in the market of hospitality services. The specifics of service in the hospitality industry is that the quality of service affects the emotional perception of tourists in the area and, accordingly, affects the image of the state. Therefore, the mechanism for implementing the service policy should be established through public administration measures. Among the key areas of hospitality management development is the formation of a rational organizational structure, improvement of hospitality marketing and support of corporate culture, the values of which are adequate to the socio-cultural environment of the hospitality industry. The specificity of the hospitality industry is also that an important role in ensuring competitiveness is played by an attractive brand, which stipulates the allocation in the management system of such a component as brand management. Considerable attention should be paid to the innovative development of hospitality enterprises and the constant improvement of professional competence of managers of socio-cultural activities.

scholarly journals ANALISIS PENGARUH SOSIALISASI PERPAJAKAN, KUALITAS PELAYANAN FISKUS DAN SANKSI PERPAJAKAN TERHADAP KEPATUHAN WAJIB PAJAK ORANG PRIBADI DI KANTOR PELAYANAN PAJAK PRATAMA MANADO

2014 ◽  
Vol 9 (4) ◽  
Author(s):  
Ayu Try Setiyoningrum ◽  
Jantje Tinangon ◽  
Heince R.N Wokas
Keyword(s):  
Quality Of Service ◽  
Analysis Method ◽  
Research Results ◽  
Independent Variables ◽  
Compliance Level ◽  
Tax Audit ◽  
The Individual

This study aims to analyze the influence of tax audit against the compliance level of corporate taxpayer to fulfilling the taxation obligations in KPP Pratama Manado(Manado Small Tax Office). The analysis method used in this research is descriptive to describe the influence of tax audit against the compliance level of corporate taxpayer to fulfilling the taxation obligations in KPP Pratama Manado. Based on the partial research results note that taxation has an influence on the socialization of individual taxpayer compliance, quality of service tax authorities have no effect on an individual taxpayer compliance and tax penalties have no effect on an individual taxpayer compliance. While based on research results simultaneously, socialization taxation, quality of service tax authorities and tax penalties as independent variables jointly affect the individual taxpayer compliance. Suggestions for KPP Pratama Manado is tax officials should be more active in conducting counseling and socialization taxes, behave professionally to serve taxpayers and improve tax penalties for taxpayers who do not comply.

scholarly journals PROMOTION AND QUALITY OF SERVICE WITH INTERESTS TO VISIT TOURIST OBJECTS: SISTEMATIC SEARCH

2020 ◽  
Vol 2 ◽  
pp. 3-7
Author(s):  
Nellyn Lutur
Keyword(s):  
Quality Of Service ◽  
Local Government ◽  
Service Quality ◽  
Marketing Strategy ◽  
Local Governments ◽  
Tourism Industry ◽  
Systematic Search ◽  
Stable Conditions ◽  
The Right

The aim of the research is the systematic search of promotion and quality of service with interest to visit tourist objects. This article is a systematic search that collects data from relevant indexed journals in Indonesia. These findings are discussed in a theoretical study so as to produce a conclusion. This article draws the conclusion that in the current era, the use of the right marketing strategy is very important because many new attractions are emerging as competitors. Applying the right marketing strategy will bring tourists and make tourists who have visited have an interest to visit again. The interest in revisiting is the encouragement of someone to carry out a visit to the destination that was visited. The regional tourism industry pays attention to the duties and functions of the promotion department and service quality in planning and implementing strategies that optimize a tourist interest. The quality of service within these institutions and local governments in the field of tourism is very closely related and has a strong influence on the tourism industry. There are promotion factors and service quality, connected with the interest of the local government in tourists visiting directly or indirectly, thus affecting the development of industries in the region. The attitude of the local government directly influences the visit of domestic and foreign tourists, then indirectly the situation and stable conditions in political, economic and security developments. The contribution of this research is to study theories about promotion and service quality with an interest in visiting tourist objects.

scholarly journals Sensory Marketing in the Quality of Service of the Hotel El Libertador in the City of Riobamba

2021 ◽  
Author(s):  
Diana Carolina García Mayorga ◽  
Jorge Antonio Vasco Vasco ◽  
Juan Carlos Montufar Guevara
Keyword(s):  
Quality Of Service ◽  
Visual Perception ◽  
Service Quality ◽  
Auditory Perception ◽  
Marketing Strategies ◽  
Existing Problems ◽  
Sensory Marketing ◽  
Palabras Clave ◽  
The City

This research aimed to improve the perception of the quality of service of the Hotel El Libertador by means of sensory marketing elements to improve the tourist experience. The study variables were derived from the visual, auditory and kinesthetic perceptions related to the quality of service. In addition, an analysis was performed with the EEG MindWave Mobile 2 biometric equipment, to understand the levels of attention, meditation and blinking. In terms of visual perception, it was determined that attention should be paid to the clothing of the staff (27.6%) and signage (40.9%). The elements of the auditory perception of the hotel had low ratings because the hotel has not implemented elements of auditory sensory marketing in the facilities. Four of the seven elements of the kinesthetic perceptions were not attended and had a weight between 38.3% and 46.7%. As a result of these analyses, a sensory marketing proposal was suggested, which included visual, auditory and kinesthetic marketing strategies, to provide a solution to the existing problems with the hotel facilities. Based on the biometric equipment results, a proposal was made for sensory marketing strategies with elements of experiential communication to be used in the hotel’s facilities which would also improve the perception of service quality. Keywords: sensory marketing, perception, tourism, senses, quality of service, neuromarketing. Resumen La investigación tuvo como objetivo mejorar la percepción en la calidad de servicio del HOTEL EL LIBERTADOR, por medio de elementos de marketing sensorial mejorando la experiencia del turista. La investigación es de tipo correlacional, las variables de estudio se desprenden de la percepción visual, auditiva y kinestésica relacionada con la variable calidad del servicio, además se realizó un análisis con equipo biométrico EEG MindWave Mobile 2 en las instalaciones de la empresa para identificar los niveles de atención, meditación y parpadeo. En los elementos de percepción visual se determinó que se debe prestar atención a la vestimenta del personal que tiene un 27,6% y la señalética 40,9%. Los elementos de la percepción auditiva del hotel tienen una baja calificación porque el hotel no ha implementado elementos de marketing sensorial auditivo en las instalaciones, 4 de los 7 elementos de la percepción kinestésica no han sido atendidos y tienen una ponderación entre 38,3% a 46,7% Por medio de este análisis se planteó una propuesta de marketing sensorial para dar solución a la problemática existente en las instalaciones del hotel, la misma que contiene estrategias de marketing visual, auditivo y kinestésico. Mediante la obtención de resultados y análisis realizados con equipos biométricos, se pudo determinar estrategias de marketing sensorial con elementos de comunicación experiencial en las instalaciones de la empresa hotelera que permita mejorar la percepción de la calidad de servicio. Palabras clave: marketing sensorial, percepción, turísmo, sentidos, calidad de servicio, neuromarketing.

scholarly journals Measuring tourists' satisfaction with quality of life issues at an arts festival

2008 ◽  
Vol 8 (1) ◽  
Author(s):  
S. Kruger ◽  
D. Petzer
Keyword(s):  
Quality Of Life ◽  
Service Providers ◽  
Population Group ◽  
Target Population ◽  
Tourism Industry ◽  
The Arts ◽  
Life Issues ◽  
Arts Festival ◽  
Tourism Services

Purpose: The purpose of this paper is to measure tourists' satisfaction with quality of life issues at an arts festival - the Aardklop National Arts Festival in Potchefstroom. Problem investigated: Understanding satisfaction with quality of life issues could assist Festival organizers and other businesses to improve services for tourists by tailoring these to meet their needs. Satisfied tourists spread positive word-of-mouth communication and are more likely to return in the future. Methodology: A self-administered survey developed and validated by Neal, Sirgy and Uysal (1999:156 & 2004:245) was fielded at the 2007 Aardklop National Arts Festival in Potchefstroom. The target population included all visitors to the Festival who were staying for two or more days, and who had travelled to Potchefstroom from elsewhere. Findings and implications: Respondents were satisfied with travel / tourism services and experiences at the Festival, and with their leisure time and life in general. However, certain things at the Festival led to lowered levels of satisfaction. Demographically, respondents did not differ significantly in their levels of satisfaction with travel / tourism services, travel / tourism experiences, leisure life, and life in general at the Festival except in terms of population group and region from which they came. Organizers of the Festival and other businesses should take cognizance of the fact that all parties involved in providing services to tourists attending an arts festival impact on their satisfaction levels with travel / tourism services and experiences - and ultimately also on their quality of life. Tourists attending the arts festival are not homogenous and differ substantially in terms of their demographic profile. Tourist service providers should tailor their offerings in order to satisfy the varied needs of the different types of tourist attending the Festival. Originality and value of the research: This research focused on measuring tourists' satisfaction with quality of life issues at an arts festival. Such research has never before been conducted in South Africa; the results contribute to the deeper insight of interested parties (such as the tourism industry and arts festival managers) into what they need to offer at such events.

A Hybrid Approach Based on SERVQUAL, SERVPERF, and IPA for Measuring Transit Service Quality

2020 ◽  
pp. 295-311
Author(s):  
Mohamad Haidar
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Social Environment ◽  
Public Perception ◽  
Hybrid Approach ◽  
Transit System ◽  
The Public ◽  
International Graduate ◽  
The City

The purpose of this chapter is to discuss the public perception of the quality of service in the public transit system in Montreal using a combination of analyses and surveys. The results are used to make recommendations to improve the STM and its perception. General guidelines of SERVQUAL with some additional questions that are more specific to the current social environment of the city are presented. A survey was conducted by asking 250 international graduate Concordia students to rate a series of statements based on the importance of the issue and how much they agreed with the statement, the results were analyzed using three methods: SERVQUAL, SERVPERF, and IPA. The improvement of timetable synchronization between different metro lines and buses is crucial, as well as the education of STM employees in terms of dealing with different ethnicities, languages, and backgrounds are found. The chapter is a rare outside look at the STM and how users perceive the quality of the service, as opposed to the usual internal studies done by the organization itself.

Sign in / Sign up

Export Citation Format

Share Document