ANALISIS DIMENSI KUALITAS PELAYANAN PADA HOTEL SAPTRA MANDALA BLITAR

KRISDIANA, FIKE (2007) ANALISIS DIMENSI KUALITAS PELAYANAN PADA HOTEL SAPTRA MANDALA BLITAR. Other thesis, University of Muhammadiyah Malang.

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Abstract

The development of tourism businesses, especially in the hospitality field today in Blitar from 2004 to 2005 there was no change. However, the number of rooms and number of available beds increased, from 2004 as many as 494 rooms and 622 beds, a 496 rooms and 775 beds in 2005. Marketing problem is one of the factors faced by each company of the many problems that exist. Therefore, marketing can be said to be one important sector for the company, because if the products are not supported by good marketing and good service, then the company will be difficult. Improving service quality is the primary means of capture market share in the business services sector. Assessment of quality of service can be identified by comparing the perceptions of customers for the services received by them that the service they expect or want, based on observations on the dimensions of service quality. In this study, do research on Saptra mandala Hotels Blitar, because Saptra Mandala Hotel Blitar is one service company engaged in hospitality. Location of the hotel is very strategic because it is in the tourist area of Bung Karno's grave is about 250 meters from the location of the tomb. The purpose of this study was to determine how the dimensions of service quality provided to customers by managing Saptra Mandala Hotel Blitar, to know the dimensions of service quality that needs to be improved. Based on these objectives, the analysis techniques used in this study is to analyze Servqual and Cartesian diagram. Based on the results of research that has been done on the quality of service from Saptra Mandala Hotel located in the town of Blitar, it can be concluded as follows: Customers who stay at the Hotel Saptra Mandala Blitar get good service quality of hotel employees so far, in terms of customer expectations are met with employee performance. This can be proved from the analysis that gapnya Servqual have positive values which means that the level of service provided Saptra Mandala Hotel in Blitar City in accordance with customer expectations. In accordance with Cartesian diagram analysis can be concluded that the only variable that entered in Quadrant A is the dimension X3 responsiveness. This means that the response is considered good by the customer but the performance is not appropriate variables as expected by the customer so that customers feel that there is performance on Saptra Mandala Hotel Blitar is still low.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Zainul Afandi
Date Deposited: 14 Jun 2012 07:08
Last Modified: 14 Jun 2012 07:08
URI: http://eprints.umm.ac.id/id/eprint/7882

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