Open AccessAnalysis of service quality by front office department at Alila Villas Uluwatu
Author(s) -
I Kadek Aryatmaja,
Politeknik Negeri Bali,
Ni Nyoman Sri Astuti,
Lien Darlina,
I Ketut Sutama,
Tyas Raharjeng Pamularsih
Publication year - 2021
Publication title -
international journal of green tourism research and applications
Language(s) - English
Resource type - Journals
ISSN - 2721-463X
DOI - 10.31940/ijogtra.v3i1.2072
Subject(s) - front office , documentation , nonprobability sampling , service quality , service (business) , reliability (semiconductor) , quality (philosophy) , front (military) , operations management , computer science , business , medicine , engineering , marketing , mechanical engineering , population , power (physics) , philosophy , physics , environmental health , epistemology , quantum mechanics , programming language
This study aims to determine the service quality and efforts of the Front Office department at Alila Villas Uluwatu in maintaining and improving the quality of its services. This research used a descriptive statistical analysis with purposive sampling method and collecting data using the method of observation, interviews, literature study, and documentation. The results on this research was the service quality of the Front Office department at Alila Villas Uluwatu are good and optimal. The quality service of Front Office department at Alila Villas Uluwatu based on 5 variables, namely tangible, reliability, responsiveness, assurance and empathy. The analysis results showed that all variables has greater percentage of positive reviews than negative reviews. The advice that can be given is to inform more clearly about the location in each Front Office section such as the lobby and villa.