Open AccessAtribut-Atribut Yang Menjadi Prioritas Untuk Peningkatan Kualitas Layanan Di Patra Semarang Convention Hotel
Author(s) -
Aries Susanty,
Arief Chandra Putra Buana
Publication year - 2012
Publication title -
jurnal teknik industri
Language(s) - English
Resource type - Journals
eISSN - 2527-4112
pISSN - 1978-1431
DOI - 10.22219/jtiumm.vol12.no2.95-103
Subject(s) - servqual , quality function deployment , business , quality (philosophy) , order (exchange) , service quality , product (mathematics) , service (business) , convention , customer satisfaction , marketing , house of quality , quality of service , computer science , telecommunications , new product development , customer retention , social science , philosophy , geometry , mathematics , epistemology , finance , sociology
This paper is the result of a research that aimed to evaluate the quality of services at Patra Semarang Convention Hotel by using the Service Quality (SERVQUAL) and ImportancePerformance Matrix, and provide corrective suggestions for improving service quality on some priority attribute by using Quality Function Deployment (QFD) in order to clarify the follow-up should be done to close the gap that happened between acceptable and what is expected by thecustomer. In this paper, evaluation of service quality is assessed through five gaps (gap 1untill gap 5) that occurred. This evaluation is done by distributing questionnaires to customers (110 respondents) and to the employee (85 respondents). Then, the results of these evaluation are placed in the quadrants contained on Importance Performance Matrix (IPM) (mapped) in order to capture the attributes that really matter to the satisfaction of the customers but their performance is still very low (negative). Result of this mapping shows that the Patra Semarang Convention Hotel should focus its quality improvement services to the five important attributes, i.e: easiness to access the information from internet, clarity of delivery of new information by employee, cleanliness of the hotel, availability of adequate parking area, and speed of employees in responding to the consumer complaints. All this important attributes will be a priority in product planning for improvements the quality of services provided.