Volume 17, No. 2, 2020
Improvement of Satisfaction with the Quality of Customer Service at the Four Start Hotel in Jayapura Papua Indonesia
Saling, Zakaria, Rismawati and Made Setini
Abstract
The development of 4-star hotels in Jayapura, Papua City is growing very rapidly so that every hotel competes to improve its quality. The best service quality is given to customers to increase customer satisfaction. Service quality has five dimensions which include direct evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy). The formulation of the problem in this study is how the quality of service (service quality) is seen from the five dimensions of tangibles, reliability, responsiveness, assurance, and empathy to increase customer satisfaction. This research was conducted at a 4-star hotel in the city of Jayapura, Papua, Indonesia, and a description of the quality of services provided by a 4-star hotel in the city of Jayapura, Papua to guests. The author uses research methods with data collection tools such as interviews, questionnaires, and literature studies. The sampling technique uses accidental sampling, then the results of data processing using descriptive statistical analysis. The results showed that the quality of service that received the highest value was the tangibles dimension of 78.9% and the lowest value was the responsiveness dimension which was worth 73.8%. Based on the results of the responses of respondents the researchers gave recommendations on the lowest aspects if the company can provide motivation or reward to employees so that they can provide services quickly and accurately. This study aims to improve service quality and customer satisfaction at 4-star hotels in Jayapura, Papua, Indonesia.
Pages: 475-486
DOI: 10.14704/WEB/V17I2/WEB17046
Keywords: Start Hotel, Service Quality, Customer Satisfaction.