Mirasaputri, Indah Maharani (2018) Analisis Kepuasan Tamu yang Menginap di X Agro Resort dengan Metode Servqual dan Model Kano Guna Meningkatkan Kualitas Pelayanan. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Pariwisata merupakan bisnis yang sangat menjanjikan. Bisnis pariwisata tidak dapat terlepas dari bisnis perhotelan. X Agro Resort menjadi salah satu pemain dalam bisnis perhotelan di Kalibaru yang sangat megutamakan kualitas pelayanan. Teknik untuk meningkatkan kualitas pelayanan hotel sudah dilakukan dan dipublikasikan namun penelitian yang spesifik berusaha untuk meningkatkan kualitas layanan hotel dengan klasifikasi Resort masih sedikit sehingga penelitian ini akan dilakukan. Penelitian ini bertujuan untuk mengetahui atribut layanan Agro Resort apa saja yang diinginkan oleh pelanggan, mengetahui tingkat kepuasan pelanggan terhadap masing-masing atribut, mengetahui kategori dari masing-masing atribut tersebut dengan Model Kano, dan mengetahui atribut yang diprioritaskan untuk ditingkatkan pelayanannya. Penelitian ini dimulai dengn survey untuk menentukan atribut pelayanan terhadap sampel. Pengujian validasi dan reliabilitas juga dilakukan. Setelah itu, dihitung skor gap dari servqual, menghitung Kano’s weight, lalu selanjutnya menganalisa data dan terakhir kesimpulan dan saran. Dari hasil pengolahan data dengan Metode Kano diketahui dari 7 variabel yang ada masuk dalam 3 kategori yaitu Attractive, Indifferent, dan One dimensional. Variabel-variabel yang masuk dalam kategori Attractive diantaranya: Kamar hotel rapi dan bersih, Perlengkapan kamar mandi (sabun, sampo, handuk, dll) lengkap, Kemudahan dalam sistem pembayaran, Cepat tanggap dalam menerima keluhan tamu, dan Memberikan perhatian secara individu kepada tamu. Variabel yang masuk dalam kategori Indifferent yaitu Proses check-in dan check-out cepat. Sedangkan variabel yang masuk dalam kategori One dimensional yaitu Pelayanan yang ramah dan profesional. Pada metode Servqual, variabel dengan nilai gap tertinggi yaitu Proses check-in dan check-out cepat.
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Tourism is a very promising business. Tourism business can not be separated from the hospitality business. X Agro Resort becomes one of the players in the hospitality business in Kalibaru which is very high quality service. Techniques to improve the quality of hotel services have been done and published but specific research trying to improve the quality of hotel services with the classification of the Resort is still rare so that this research will be done. This study aims to find out what service attributes are desired by the customer, to know the level of customer satisfaction on each attribute, to know the categories of each attribute with the Kano Model, and to know the attributes that are prioritized for improved service. This research begins with a survey to determine the service attributes to the sample. Validation and reliability testing is also performed. After that, it calculated the gap score of the servqual, calculated Kano's weight, then analyzed the data and the last conclusions and suggestions. From the results of data processing by Kano Method known from 7 variables that are included in the 3 categories of Attractive, Indifferent, and One dimensional. Variables included in Attractive category are Hotel rooms are neat and clean, toiletries (soap, shampoo, towels, etc.) complete, Ease in payment system, Quick response to receive guest complaints, and Give individual attention to guests. Variable included in Indifferent category is check-in and check-out process is fast. While the variable included in One dimensional category is friendly and professional service. In Servqual method, variable with the highest gap value is check-in and check-out process.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.834 3 Mir a-1 3100018078176 |
| Uncontrolled Keywords: | Servqual, Canoe model, Guest satisfaction, Agro resort, Quality improvement, Model Kano, Kepuasan tamu, Peningkatan kualitas |
| Subjects: | H Social Sciences > HB Economic Theory > HB801 Consumer behavior. H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction |
| Divisions: | Faculty of Business and Management Technology > Management Technology > 61101-(S2) Master Thesis |
| Depositing User: | Indah Maharani Mirasaputri |
| Date Deposited: | 19 Dec 2018 04:11 |
| Last Modified: | 14 Oct 2020 01:06 |
| URI: | http://repository.its.ac.id/id/eprint/53481 |
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