Satisfaction Analysis of Quality of Service in Hotel Furaya Pekanbaru

The study was conducted in the area of the object of research is Pekanbaru Pekanbaru Furaya hotel is located at Jalan Sudirman, Pekanbaru-Riau. The purpose of this study was to determine the level of satisfaction with the quality of service at the hotel to find out Furaya Pekanbaru and satisfaction improvement strategy services on Furaya Hotel Pekanbaru. The sampl es in this study were 100 people, the determination of the number of samples based on the method Slovin. While the data analysis technique used is the Importance Performance Analysis (IPA).Based on the results of analysis show that in general the quality of existing services on Furaya Hotel Pekanbaru has good / satisfactory for the hotel customers. Dimensions sequentially most good / satisfactory is Tangible (90.9%), Responsiveness (84.3%), Assurance (79.4%), Emphaty (78.1%) and Reliability (76.3%).The aspects that need to be improved is the ability of employees to communicate, the alertness of employees, employee courtesy, meeting the needs of employees. While aspects that need to be maintained is adequate physical facilities, employee service, employee skills, feeling safe, relationship and a suggestion box.Keywords: Customer Satisfaction, Tangible (Tangible), Reliability (Reliability), Responsiveness (Readiness), Assurance (Assurance) and Emphaty (Attention)

The Influence of Facility and Service Quality Towards Customer Satisfaction and Its Impact on Customer Loyalty in Borobudur Hotel in Jakarta

Hotel developments currently grow very rapidly. The emergence of new hotels increases the competition in the hospitality industry. This research aimed to determine the influence of the facilities, the quality of service to customer satisfaction and its impact on customer loyalty in Borobudur Hotel in Jakarta. Data collection were done by distributing questionnaires directly to 360 customers in Borobudur Hotel, Jakarta. The analysis technique used path analysis. The results of this research indicate that the variables of facilities, service quality, and customer satisfaction significantly affect customer loyalty variables simultaneously or partially. In addition, facilities and quality of service variable have a significant effect on customer satisfaction variables

Pengaruh Fasilitas, Promosi Dan Kualitas Pelayanan Terhadap Keputusan Pemakaian Jasa Pada Patra Jasa Convention Hotel Semarang

Facilities, promotion and service quality influence the service USAge decision. Convention Hotel Patra Jasa in Semarang get customer complaints about facilities, promotion, and service quality.The problems affect the service USAge decision,it can be seen from the data of USAge amount of rooms that fell as much as 21% and occupancy of the target is not realized in 2014.The purpose of this study was to determine the effect of facilities, promotion and service quality of the service USAge decision. Type of research is explanatory research with collecting data with questionnaires and interviews. Sample in this research were 100 customers of Convention Hotel Patra Jasa in Semarang determined by purposive sampling technique. Data analysis that used in this study is simple linear regression, multiple linear regression, correlation analysis, t and f test.Based on this research, facilities has an effect on the service USAge decision, promotion has an effect on the service USAge decision and service quality has an effect on the service USAge decision. Simultaneously only service quality has an effect on the use of decision services.The conclusion of this study showed that the facilities, promotion and service quality affect service USAge decision partially, but simultaneously only service quality affect the service USAge decision. The recommendations of this study are providing facilities more complete with other added facilities for guest room. Convention hotel Patra Jasa also must add media advertising to promote the hotel to public with attractive advertising messages. In addition, Convention hotel Patra Jasa should serve hotel guests quickly and understand their needs

THE ROLE OF BELLBOY IN IMPROVING SERVICE QUALITY IN LOR IN HOTEL BUSINESS RESORT AND SPA

Erick Setiawan. 2010. The Role of Bellboy in Improving Service Quality in Lor In Hotel, Business, Resort, and Spa. English Diploma Program. Faculty of Letters and Fine Arts, Sebelas Maret University. Bellboy as the first greeter has an important role in a hotel. Every hotel needs bellboy for handling the guest luggage in check in, check out, and room change processes. Besides, bellboy can also improve the quality service. This final project is intended to describe the jobs of the bellboy, knowing the problems and giving solutions of the problems of bellboy in Lor In Hotel. The writer focused on the bellboy section on the job training in Lor In Hotel, Business, Resort, and Spa. The writer did most of the bellboy jobs according to the procedure and standardization in Lor In Hotel. The writer not only handled the guest luggage but also handled the newspaper distribution, sent the letter and did the errands from guest and manager. Results indicated that the bellboy in Lor In Hotel has a role in improving the service quality. The good work of bellboy influenced the guest satisfaction. Besides, there were some problems happened and the solutions in doing the tasks. There might be a need for upgrading the quality of the bellboy and some facilities in Lor In Hotel

Model of Service Quality: Customer Loyalty for Hotels

The authors investigate the relationship between loyalty and perceived service quality of hotel customers and discus managerial implications to develop strategies to enhance loyalty of hotel customers. A survey was conducted among customers in the San Francisco Bay Area. Results indicate that customer loyalty is dependent on perceived service quality which is observed in terms of timelines, facilities, and ambience

OF FOOD AND BEVERAGE SERVICE IN SUPPORTING SAHID KUSUMA HOTEL SOLO REPUTATION

WIWIK PRATIWI. 2008. The excellence of food and beverage service in supporting Sahid Kusuma Hotel Solo reputation. English Diploma Program Faculty of Letters and Fine Arts, Sebelas Maret University. Indonesia is a country of which most of the income is derived from tourism section. Hotel business, one of the tourism sectors, plays an important role in fulfilling and satisfying the tourist need. Food and beverage department is one of the facilities in the hotel that support guest satisfaction. The objectives of this final project are to describe the guest responds and the excellence of food and beverage service. The excellence service is one of the supporting factors in hotel reputation. The good image can automatically attract the guest from domestic tourist and foreign to stay. It can be drawn from the guest card comments about the service given by food and beverage service department. The researcher observed the excellence of food and beverage from work observation directly and from documents to get the data. Based on the analysis of the data, it can be concluded that Sahid Kusuma hotel has the excellence service. With these results, it is hoped that the hotel can increase the quality of service especially for food and beverage, increase the income and promote the menu to the development of Sahid Kusuma Hotel

Analisis Pengaruh Kualitas Pelayanan, Harga Dan Fasilitas Terhadap Kepuasan Konsumen Pada Hotel Syariah Solo

This study aimed to determine the effect of service quality, price, amenities on customer satisfaction in the hotel Shariah solo. The sample in this research was the respondents who've come and stay at Hotel Syariah Solo. But in this study using a study with a target object on surrounding communities solo ever came to the hotel shariah. The spread of the questionnaire is not necessarily done at the hotel with a view and deliver directly to the visitors who come to the hotel where shariah. The assumptions used are communities around solo who already know about the syariah hotel and never visited and stayed at the Hotel Syariah Solo totaling 96 respondents. The sampling technique in this research is accidental sampling. Data analysis method used is validity, reability, normality test and test multiple linear regression analysis with t-test, F, and the coefficient of determination (R2). In this study the data meet for a normal distribution. Hypothesis tests showed the quality of service, price, and the facilities have significant influence with t respectively 2,285, 5,494 and 2,473. In the F test showed that together the variables of service quality, price, and facilities significantly influence purchasing decisions with a probability value of 0.000 (0.000 <0.05). The coefficient of determination (R2) of 54.9%

Measuring perceived service quality using SERVQUAL

Namen raziskave je ugotoviti, kako kakovostne se odjemalcem zdijo storitve v hrvaških hotelihcilj je oceniti zaznano kakovost hotelskih storitev in ugotoviti njeno faktorsko strukturo. Za oceno zaznane kakovosti storitev domačih in tujih turistov je bil uporabljen modificirani model servqual. Podatki so bili zbrani s pomočjo anketnega vprašalnika v petnajstih hotelih na opatijski rivijeriopravljene so bile deskriptivna analiza, eksploratorna faktorska analiza in analiza znesljivosti. Rezultati raziskave kažejo na dokaj visoko stopnjo zadovoljstva hotelskih gostov s kakovostjo storitev. Gostje so predvsem pohvalili "zanesljivost", "ljubeznivost in strokovnost zaposlenih", "dostopnost" in "materialne dokaze". Rezultati kvantitativne raziskave zaznane kakovosti storitev lahko dajo informacije o tem, kako odjemalci ocenjujejo kakovost storitev v določenem hotelu, zato se lahko managerji hotelov nanje oprejo, kadar želijo izboljšati glavne parametre kakovosti ter povečati kakovost storitev in poslovno uspešnost.The purpose of the study is to examine customers\u27 perceptions of service quality in the Croatian hotel industry. The aim is to assess the perceived service quality of hotel attributes and to determine the factor structure of service quality perception. A modified servqual scale was used to assess service quality perceptions from the perspective of domestic and international tourists. Data were collected in 15 hotels in the Opatija Riviera (Croatia), using a self-administered questionnaire. Descriptive statistical analysis, exploratory factor analysis and reliability analysis were conducted. The study results indicate the rather high expectations of hotel guests regarding service quality. \u27Reliability\u27, \u27empathy and competence of staff\u27, \u27accessibility\u27 and \u27tangibles\u27 are the key factors that best explained customers\u27 expectations of hotel service quality. The results of the quantitative assessment of perceived service quality may provide some insights on how customers rate the service quality of a particular hotel. Thus, the findings can be used as a guide for hotel managers to improve the crucial quality attributes and enhance service quality and business performance