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Analisis Pengukuran Kualitas Pelayanan Hotel dengan Menggunakan Metode Kano

Authors

  • Shafira Raudya Putri Fakultas Ekonomi dan Bisnis Universitas Islam Bandung
  • Tasya Aspiranti Fakultas Ekonomi dan Bisnis Universitas Islam Bandung

DOI:

https://doi.org/10.29313/jrmb.v2i2.1321

Keywords:

Diagram Kano, Hotel, Pengendalian Kualitas

Abstract

Abstract.

During the current COVID-19 pandemic, service providers, particularly those in the tourism industry, must provide service facilities which support security from the COVID-19 virus, with the emergence of a vaccine program for the community representing a new opportunity for the tourism business to be able to rise. The tourism industry must begin to improve the quality of its services; thus, to continue to exist. One of the most well-known tourist businesses in Purwakarta is the Grand Situ Buleud Hotel; however, this hotel should also prepare for service enhancements since it has received numerous consumer complaints. This research was conducted to analyse and categorise the quality of hotel services provided by the Grand Situ Buleud Hotel to determine the improvement priorities, and the analysis calculation utilised a quantitative descriptive type with the canoe method. In this study, the canoe method analysis yielded the following results: 0 attractive category attributes, 10 must-be attributes that must always be present, 6 one-dimensional attributes that must be improved, and 5 indifferent attributes, indicating that these were less attention.

Abstrak. Dimasa pandemi COVID-19 seperti ini penyedia pelayanan jasa khususnya pariwisata harus menyediakan fasilitas layanan yang mendukung keamanan dari virus COVID-19, dengan munculnya program vaksin bagi masyarakat menjadi titik terang baru untuk bisnis pariwisata untuk bisa bangkit. Agar tetap eksis, bisnis pariwisata harus mulai memperbaiki kualitas layanannya. Salah satunya bisnis pariwisata yang cukup terkenal di kota Purwakarta adalah Hotel Grand Situ Buleud, mereka juga harus mempersiapkan perbaikan layanan, karena masih banyaknya ulasan negatif yang mereka dapatkan dari konsumennya. Penelitian ini dilakukan oleh peneliti dengan tujuan untuk menganalisis dan mengelompokan kualitas pelayanan Hotel yang dilakukan oleh Hotel Grand Situ Buleud agar diketahui prioritas perbaikannya, perhitungan analisis menggunakan jenis deskriptif kuantitatif dengan metode kano. Hasil analisis dengan metode kano pada penelitian ini terdapat 0 atribut kategori attractive, 10 atribut must be yang harus selalu ada, 6 atribut one dimensional yang harus ditingkatkan, 5 atribut indifferent yang menyatakan atribut tersebut kurang diperhatikan.

 

References

Heizer, Jay;, Barry; Render, and Chuck Muson. 2020. O P E R AT I O N S Sustainability and Supply Chain Management.

Matzler, Kurt, Hans H Hinterhuber, Franz Bailom, and Elmar Sauerwein. 1996. “How to Delight Your Customers Customer Satisfaction Which Products and Services?” JOURNAL OF PRODUCT & BRAND MANAGEMENT 5 (2): 6–18.

Sugiyono. 2017. Metode Penelitian Kuantitatif, Kualitatif, Dan R&D. Bandung: Alfabeta, CV.

Wijaya, Tony. 2018. Manajemen Kualitas Jasa. Jakarta: PT.Indeks.

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Published

2022-12-23