Tourist Satisfaction Level of Front Office Department Staff Services at Tanadewa Resort &amp; Spa

Ni Luh Made Sri Trisna Dewi,I Gusti Putu Sutarma,Politeknik Negeri Bali ,I Putu Budiarta,Budi Susanto

doi:10.31940/ijogtra.v3i2.40-48

Tourist Satisfaction Level of Front Office Department Staff Services at Tanadewa Resort & Spa

Ni Luh Made Sri Trisna Dewi, I Gusti Putu Sutarma + Show 3 more

Open Access

https://doi.org/10.31940/ijogtra.v3i2.40-48

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Abstract

The purpose of this study is to analyze customer satisfaction on the service of the front office department staff at Tanadewa Resort & Spa and to describe the indicators that need to be improved and maintained by the front office department staff at Tanadewa Resort & Spa. The sample used in this study were tourists who stayed at Tanadewa Resort & Spa in March - July 2021. The sampling technique used was incidental random sampling with a total sample of 50 respondents. Data were collected by questionnaires distributed to respondents, then the data obtained were processed using SPSS version 26. The analytical techniques used were servqual analysis and Importance Performance Analysis. Servqual is used to analyze the level of tourist satisfaction with services obtained which can be seen from the gap results, while Importance Performance Analysis is used to group service quality indicators into a Cartesian diagram to describe indicators that need to be improved and maintained. The results of this study indicate that customer satisfaction with the service of the front office department staff at Tanadewa Resort & Spa is still not good, because of the 15 service quality indicators there are 9 indicators with negative gap values and 6 indicators having positive gap values. And there are 4 indicators whose performance must be improved and 5 indicators whose performance must be maintained by the front office department staff at Tanadewa Resort & Spa in order to increase customer satisfaction.

Highlights

The hotel industry experiences rapid development on the island of Bali
This condition causes in this area many hotels were built with views of rice fields and valleys (Peraturan Daerah Provinsi Bali Nomor 10 Tahun 2015 Tentang Rencana Induk Pembangunan Kepariwisataan Daerah Provinsi Bali Tahun 2015-2029)
The object of this research is the level of tourist satisfaction with the service of the front office department staff at Tanadewa Resort & Spa

Summary

Introduction

The hotel industry experiences rapid development on the island of Bali. This can be seen from the number of hotel buildings, ranging from affordable lodging to 5-star hotels and resorts scattered throughout the area in Bali, including the Ubud area. Ubud is one of the tourist destinations in Bali known for its cultural tourism and beautiful views of rice fields and valleys. According to Foster (Ramadhani et al, 2019), in a broad sense, a hotel is defined as all types of lodging, while in a narrow sense, a hotel is a building designed to provide accommodation for tourists by providing food and beverage services. Hotels are mentioned as businesses that use a building or part of it that is provided, where everyone gets services for staying, food, drinks and other facilities with payment (Sakti & Fauzia, 2018)

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Conclusion