ANALISIS PENINGKATAN KUALITAS LAYANAN JASA PENGINAPAN PADA HELIOS HOTEL MALANG

Helios hotel is a 2-star inn engaged in lodging services located in the center of Malang city. The purpose of the research is to analyze the service quality criteria needed by customers and analyze the service quality criteria that are priority improvements in order to improve the quality of helios hotel services. This research uses the quality function deploymen method. The results of the analysis show that helios hotel has not fully understood the wishes of customers, there are 10 out of 16 service attributes that need improvement and there are 10 critical parts that are the priority of helios hotel improvement. It is hoped that this research can be a reference and consideration for helios hotel managers to improve service quality.