Concierge Excellent Service to Increase Customer Satisfaction

I Made Adi Dwi Cahyana  Putra; I Gusti Made  Wendri; I Putu   Budiarta

doi:10.58982/injogt.v1i2.35

Concierge Excellent Service to Increase Customer Satisfaction

Authors

I Made Adi Dwi Cahyana Putra Tourism Business Management, Politeknik Negeri Bali, Indonesia
I Gusti Made Wendri Tourism Business Management, Politeknik Negeri Bali, Indonesia
I Putu Budiarta Tourism Business Management, Politeknik Negeri Bali, Indonesia

DOI:

https://doi.org/10.58982/injogt.v1i2.35

Keywords:

excellent service, quality, service, satisfaction, SERVQUAL, importance performance analysis

Abstract

Purpose: This research aims to improve the concierge's excellent service in increasing guest satisfaction at a 5 star hotel in Legian tourist area, Kuta, Badung, Bali, Indonesia.

Research methods: Data are analyzed using the theory of Service Quality (SERVQUAL) and Importance Performance Analysis which is described in the Cartesian diagram.

Findings: There are negative and positive gaps between guest perceptions and expectations. The attribute that has a negative gap is the X2 variable regarding the cleanliness of the concierge area.

Implication: The hotel needs to improve cleanliness of the concierge area, the ability of the concierge to carry on the promised service on time, and suitability of information needed.

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Published

2020-12-06

How to Cite

Putra, I. M. A. D. C. ., Wendri, I. G. M. ., & Budiarta, I. P. . . (2020). Concierge Excellent Service to Increase Customer Satisfaction. International Journal of Glocal Tourism, 1(2), 109-118. https://doi.org/10.58982/injogt.v1i2.35