ANALISIS KUALITAS PELAYANAN PADA IJEN VIEW HOTEL AND RESORT BONDOWOSO

Triana, Rita (2007) ANALISIS KUALITAS PELAYANAN PADA IJEN VIEW HOTEL AND RESORT BONDOWOSO. Other thesis, University of Muhammadiyah Malang.

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Abstract

This research is a survey method in Ijen View Hotel and Resort Bondowoso with title “Service Quality Analysis in Ijen View Hotel and Resort Bondowoso”. Research purpose is knowing dimension of service quality which had been major priority in Ijen View Hotel and Resort Bondowoso based on consumer opinion. Knowing dimension of service quality that hotel need to stand based on consumer opinion. Knowing dimension of service quality which had been lwest priority based on consumer opinion. Knowing dimension of service quality that based on consumer opinion is to much. Analysis instrument that used in research is cartecius diagram analysis, in order to show level of servise quality indicator and level of service quality variable that consumer hope and hotel works. The counting result of cartecius diagram instrument, empathy variable (X2) is on quadran A which is important for the guest, but lack of attention from Ijen View Hotel and Resort Bondowoso. Reliability variable (X3) and assurance variable (X5) is on quadran B, means both variable, based on guest, had been done by hotel side well and hotel must stand the service. Variable on quadran C is responsiveness variable (X4) means service variable considered less important by consumer and works has been done ordinary by hotel side and being important for the consumer. Variable on quadran D is tangibles quadran (X1) means, service that less important for consumer had been done well by hotel side as something that really to much.

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