Sistem Alat Survei Kepuasan Pelanggan Hotel Dengan Pendekatan Metode Fuzzy Servqual

Sitepu, Joshia Argatha Putra (2021) Sistem Alat Survei Kepuasan Pelanggan Hotel Dengan Pendekatan Metode Fuzzy Servqual. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

Text 10311710000093-Undergraduate_Thesis.pdf - Accepted Version Restricted to Repository staff only until 1 October 2023. Download (1MB) | Request a copy

Abstract

Dalam memenuhi permintaan dan keinginan konsumen untuk memenuhi pelayanan hotel yang lebih baik di industri hotel, mewajibkan industri perhotelan lebih mengutamakan kepuasan pelanggan dengan meningkatkan kinerja dari pelayanan dan layanan hotel. Untuk mengetahui tingkat pelayanan hotel dilakukan sebuah penelitian tentang survei kepuasan pelanggan di C.Stone hotel Surabaya.
Oleh karena itu PT. Indotech Infrastruktur Solusi mengembangkan alat survei yang terkomputerisasi serta pengelolaan data pada alat survei kepuasan menggunakan metode fuzzy servqual yang di mana sebagai tool dengan tujuan untuk mengukur tingkat kepuasan pelanggan hotel sebagai jasa pelayanan dari hotel, serta memahami faktor apa saja yang harus dipertahankan dan ditingkatkan pelayanan berdasarkan perbandingan presepsi dan harapan dengan dimensi pertanyaan berdasarkan servqual (Service Quality) yang terdiri dari tangible, Reliability, Responsiveness, Assurance, dan Empathy.
Dengan adanya alat survei kepuasan pelanggan dapat merubah pengambilan data survei secara konvensional menjadi terkomputerisasi dan dengan penyelesaian menggunakan metode fuzzy servqual didapatkan rata-rata nilai untuk hotel C.Stone sebesar 77,8 atau sangat memuaskan dari 23 responden. Dan adapun yang harus ditingkatkan dalam dimensi Reliability dan Responsiveness agar dapat meningkatkan dan mempertahankan kinerja dari hotel.
=====================================================================================================
In consumer demands and desires to fulfill better hotel services in industrial hotels, the hotel industry must prioritize customer satisfaction by improving the performance of hotel services and services. To determine the level of hotel service, a study was conducted on customer satisfaction surveys at C.Stone hotel Surabaya.
PT. Indotech Infrastructure Solusi develops computerized survey tool and manages data on satisfaction survey tool using the fuzzy servqual method which is tool to measure the level of hotel customer satisfaction as service from the hotel, as well as understand what factors must be maintained and improved services based on a comparison of perceptions and expectations with the dimensions of the question based on servqual (Service Quality) which consists of tangible, Reliability, Responsiveness,Assurance, and Empathy.
With the customer satisfaction survey tool, it can change the conventional survey data collection to be computerized and with the completion using the fuzzy servqual method, the average value for the C.Stone hotel is 77.8 or very satisfactory from 23 respondents. And as for what must be improved in the dimensions of Reliability and Responsiveness to improve and maintain the performance of an already good hotel.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Computerized, Customer, Fuzzy Servqual, Satisfaction, Survey Tool, Alat Survei, Fuzzy Servqual, Kepuasan, Pelanggan, Terkomputerisasi
Subjects:	Q Science > QA Mathematics > QA39.3 Fuzzy mathematics Q Science > QA Mathematics > QA9.64 Fuzzy logic T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5105.888 Web sites--Design. Web site development.
Divisions:	Faculty of Vocational > 36304-Automation Electronic Engineering
Depositing User:	Joshia Argatha Putra Sitepu
Date Deposited:	25 Aug 2021 06:59
Last Modified:	25 Aug 2021 06:59
URI:	http://repository.its.ac.id/id/eprint/90108

Actions (login required)

View Item