Analisis Kualitas Layanan Hotel New Sany Rosa Bandung
Abstract: In this decade,
hospitality is an industry that grows rapidly in Indonesia, notably in Bandung.
New Sany Rosa Hotel Bandung is among the most popular hotels. Facing tough
industry, transformation at this hotel was enforced. The new management delivered
a change in customer satisfaction valuation, from suggestions or critics to
service quality. The objective is to identify if five dimensions of service
qualityimpact the customer satisfaction and which dimension has most influence
on customer satisfaction. Interview was conducted and questionnaires were
disseminatedto a hundred guests who stayed overnight. Result indicates that
tangibility, empathy, reliability, responsiveness, and assurance have
simultaneously and partially affected the satisfaction. Empathy is a dimension
that influenced the customer satisfaction at this hotel the most.
Keywords: service quality,
tangibles, empathy, reliability, responsiveness, assur-ance, customer
satisfaction
Penulis: Elisabeth
Kode Jurnal: jpadministrasinegaradd130844
