ATRIBUT LUXURY HOTEL DI JAKARTA BERDASARKAN ULASAN DIGITAL PADA TRIPADVISOR

Pringgitan ◽  
2021 ◽  
Vol 2 (01) ◽  
Author(s):  
Rachel Dyah Wiastuti ◽  
Josephine Rosalia Kurnia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Online Review ◽  
Product Knowledge ◽  
Hotel Service ◽  
Qualitative Descriptive ◽  
Customer Dissatisfaction ◽  
Hotel Service Quality ◽  
Professional Employee ◽  
Luxury Hotel

This research aims to determine the customer’s satisfaction and dissatisfaction faktor on the luxury hotel in Central Jakarta based on online review at TripAdvisor platform. This research uses qualitative descriptive approach with content analysis. Two objects for this research are Hotel Indonesia Kempinski Jakarta and Keraton at The Plaza Hotel, Jakarta. However, the research samples are 1,229 excellent reviews that represent customer satisfaction and 31 terrible reviews that represent customer dissatisfaction. Findings reveals that room quality valued 17.4% as the determinant faktors of customer satisfaction in the luxury hotel. Room quality are considered as spacious room space, proper amenities, and latest technology equipment such as universal power socket and iPod charging dock. On the other hand, service quality valued 21.15% as the determinant faktors of customer dissatisfaction in the luxury hotel. Service quality are considered as unresponsive employee, lack of employee product knowledge, and unpolite employee. Luxury hotel premises are expected to always maintain hotel cleanliness and professional employee to ensure customer satisfaction. Further research should emphasize on other hotel category and use more online platform to gather more reviews. Keywords: Hotel Attributes, Luxury Hotel, Online Review, Satisfaction Factors

Analysis of the Management of Hospitality Customers Complaint and its Countermeasures

2010 ◽  
Vol 426-427 ◽  
pp. 385-390
Author(s):  
Y.L. Li ◽  
M. Wei
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Complaints ◽  
Production And Consumption ◽  
Wide Range ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
Negative Factors ◽  
Customer Satisfaction And Loyalty

Customers are the source of hotel profits, and hotel profits provide the customers with a wide range of services to achieve through the hotel. Because of the existence of intangible, heterogeneity, identity of production and consumption in services, as well as the subjective characteristics in the evaluation of service quality, etc, the phenomenon of customers’ complaints will inevitably be encountered. If they are not handled properly, it will inevitably cause the loss of the hotel. So it is a great importance to handle correctly customer complaints. By analyzing the substance of customer complaints and the causing reason, this paper proposes countermeasures to deal with customer complaints to turn negative factors into positive ones, and enhance customer satisfaction and loyalty, and safeguard the reputation of the hotel to improve hotel service quality.

scholarly journals Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality

2021 ◽  
Vol 5 (3) ◽  
pp. 14-28
Author(s):  
Bayad Jamal Ali ◽  
Bayar Gardi ◽  
Baban Jabbar Othman ◽  
Shahla Ali Ahmed ◽  
Nechirwan Burhan Ismael ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
The Impact

Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry

2013 ◽  
Vol 19 (2) ◽  
pp. 149-164
Author(s):  
Suzana Marković ◽  
Sanja Raspor Janković
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Industry ◽  
Perceived Service Quality ◽  
Hotel Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Hotel Service Quality ◽  
The Relationship

Purpose – The purpose of the present study was to examine the relationship between service quality and customer satisfaction. The main objective was to discuss the impact of perceived service quality dimensions on customer satisfaction in the hotel industry in Croatia. Methodology – The data were collected using self-administered questionnaire. The questionnaire consisted of three parts. First, perceived service quality was measured using modified SERVQUAL model. Second, customer satisfaction was operationalized with one variable, representing overall satisfaction measure. Third, demographic variables were included. Questionnaires were distributed to domestic and international hotel guests in the Opatija Riviera (Croatia). Descriptive analysis, factor analysis, reliability analysis, correlation analysis, and multiple regression analysis were performed to analyze the data. Findings – Factor analysis identified four dimensions of perceived service quality, namely reliability, empathy and competence of staff, accessibility and tangibles. Multiple regression analysis showed that reliability, accessibility and tangibles had a significant and positive effect on overall customer satisfaction. On the other hand, empathy and competence of staff positively influenced hotel guests’ satisfaction, but this impact was not statistically significant when other dimensions were involved. These results indicate that hotel service quality is indeed a significant predictor of customer satisfaction. Thus, improving hotel service quality, results with higher satisfaction levels of hotel guests. Value/originality – The present study focuses on determining relative importance of perceived hotel service quality dimensions in relation to customer satisfaction, reporting the findings from Croatia. Therefore, it contributes to the existing literature on service quality and customer satisfaction relationship in hotel industry.

Key attributes of hotel service quality in Korea : an analysis based on online review mining

2018 ◽  
Vol 22 (5) ◽  
pp. 1069-1093
Author(s):  
Jiyu Choi ◽  
◽  
Sohyun Park ◽  
Sangho Kim ◽  
Gyubum Lee ◽  
...  
Keyword(s):  
Service Quality ◽  
Online Review ◽  
Review Mining ◽  
Hotel Service ◽  
Hotel Service Quality
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