Analysis of Guest Satisfaction towards the Quality of Bartender Services

Authors

  • Agus Martha Di Nugraha Tourism Business Management, Politeknik Negeri Bali, Indonesia
  • Ni Luh Eka Armoni Tourism Business Management, Politeknik Negeri Bali, Indonesia
  • I Nyoman Winia Tourism Business Management, Politeknik Negeri Bali, Indonesia
  • I Gede Mudana Tourism Business Management, Politeknik Negeri Bali, Indonesia

DOI:

https://doi.org/10.58982/injogt.v1i2.29

Keywords:

guest satisfaction, SERVQUAL, bartender, important-performance analysis

Abstract

Purpose: This research is to determine the level of guest satisfaction with bartender services and efforts to increase guest satisfaction at a 5 star hotel bar in Jimbaran tourist area, Badung, Bali, Indonesia.

Research methods: Data are obtained by distributing questionnaires to 50 respondents. The data were then processed by SERVQUAL and Important-Performance Analysis techniques presented with Cartesian Diagrams.

Findings: The guest satisfaction with bartender services at the hotel bar as a whole is high indicated by the act that a positive SERVQUAL score gap was more than the negative SERVQUAL score gap

Implications: The hotel bar needs to improve the quality of its bartender services, such as coordination between the bartender and waiter/waitress so that there is no delay in the process of service to guests.

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Published

2020-12-06

How to Cite

Nugraha, A. M. D. ., Armoni, N. L. E. ., Winia, I. N. ., & Mudana, I. G. . (2020). Analysis of Guest Satisfaction towards the Quality of Bartender Services. International Journal of Glocal Tourism, 1(2), 61-68. https://doi.org/10.58982/injogt.v1i2.29

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