The Guest Satisfaction Acceleration Strategy Based on Importance Performance Analysis of Solaris Hotel Kuta, Bali, Indonesia

I Made Yoga Ary Sadewa

doi:10.47191/ijcsrr/v5-i1-15

Abstract

This research was conducted to determine the quality of service in increasing guest satisfaction at Hotel Solaris Kuta, service quality has five dimensions which include direct evidence (tangible), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy). The author uses research methods with data collection tools in the form of observation, questionnaires, and documentation. The sampling technique used accidental sampling, the sample used in this study amounted to 51 respondents. The data obtained comes from distributing questionnaires that have been tested with validity and reliability. The analysis techniques used in this study are servqual (Service Quality), IPA (Importance Performance Analysis). The results showed that the gap between positive and neutral servqual scores was more than the negative score gap, so it could be seen that the service quality of room attendants at Hotel Solaris Kuta had shown good service. Several indicators must be improved in terms of service quality, namely indicators of complete room facilities (Q1), room attendants who are neat and clean (Q3), and room attendants who are polite to guests (Q13). Meanwhile, indicators that need to be maintained for service quality are room attendants in keeping rooms looking clean (Q2), room attendants in paying attention to guest needs (Q4), room attendants’ readiness in serving guests (Q7), room attendants responding to complaints and wishes of guests (Q9).

Highlights

Bali as one of the islands in Indonesia which is famous for its tourism due to its natural beauty, unique culture, and the friendliness of the Balinese people to foreign and domestic tourists makes Bali one of the tourist destinations that are in great demand by tourists
One of the sections that deal directly with guests is the Room Attendant which is included in the Housekeeping department, Housekeeping means the part that is in charge and responsible for maintaining cleanliness, tidiness, beauty, and comfort throughout the hotel area, both outside the building and inside the building, including rooms. - guest rooms, rooms rented by guests, restaurants, offices, and toilets (Rumekso, 2002)
This research was conducted at the Housekeeping Department which focuses on the room attendant section where the object studied is how the quality of service can affect the level of guest satisfaction at the Hotel Solaris Kuta

Summary

Introduction

Bali as one of the islands in Indonesia which is famous for its tourism due to its natural beauty, unique culture, and the friendliness of the Balinese people to foreign and domestic tourists makes Bali one of the tourist destinations that are in great demand by tourists During this pandemic, Bali is one of the islands that has been the most affected, the lack of tourists visiting Bali has caused many facilities to close, one of which is accommodation facilities which have the biggest impact. One of the sections that deal directly with guests is the Room Attendant which is included in the Housekeeping department, Housekeeping means the part that is in charge and responsible for maintaining cleanliness, tidiness, beauty, and comfort throughout the hotel area, both outside the building and inside the building, including rooms. Satisfaction is an assessment of the characteristics or features of a product or service, or the product itself, which provides a level of consumer pleasure related to meeting consumer consumption needs (Lovelock and Wirtz, 2011)

Methods

Results

Conclusion