Open AccessARTI PENTING TINGKAT KEPUASAN PARA PELANGGAN DAN PEMANFAATAN ULASAN DARING
Author(s) -
Dewanta Fachrureza
Publication year - 2018
Publication title -
proceeding national conference of creative industry universitas bunda mulia
Language(s) - English
Resource type - Journals
ISSN - 2622-7436
DOI - 10.30813/ncci.v0i0.1216
Subject(s) - customer satisfaction , advertising , business , quality (philosophy) , marketing , psychology , epistemology , philosophy
This research departs from the curiosity of researchers to find out the extent to which online customer reviews are used at the Ritz Carlton hotel, because hotel management responds well even to the extraordinary in responding to online customer reviews, especially from TripAdvisor. The purpose of this study is to develop and understand the extent to which online review customer reviews are used from TripAdvisor to the department of the front office at the Ritz Carlton Hotel Jakarta. Conclusions from this study are important for hotels to maintain and improve the level of customer satisfaction to improve the quality of hotel services. The researcher also gave several suggestions which stated that there must be a position of work that is responsible for ensuring that all online reviews will be answered and evaluated. In addition, the hotel must invite more guests to comment on TripAdvisor. Keywords: Customer, Customer Satisfaction, Online Review, Front Office Department