Increasing Customer Satisfaction through Membership Program at Aloft Bali Seminyak

Kadek Dwi Pramana  Putra; I Gusti Putu  Sutarma; Ni Ketut  Bagiastuti; Made  Sudiarta; Ni Made Rai  Sukmawati

doi:10.58982/injogt.v4i3.495

Authors

Kadek Dwi Pramana Putra Politeknik Negeri Bali, Indonesia
I Gusti Putu Sutarma Politeknik Negeri Bali, Indonesia
Ni Ketut Bagiastuti Politeknik Negeri Bali, Indonesia
Made Sudiarta Politeknik Negeri Bali, Indonesia
Ni Made Rai Sukmawati Politeknik Negeri Bali, Indonesia

DOI:

https://doi.org/10.58982/injogt.v4i3.495

Keywords:

customer satisfaction, service quality, Marriott Bonvoy Membership program

Abstract

Purpose: This study was to determine the implementation of the Marriott Bonvoy membership program at Aloft Bali Seminyak, to describe the indicators that need to be improved and maintained in this program at Aloft Bali Seminyak.

Research methods: The sample used in this study were guests who were members of Marriott Bonvoy who stayed at Aloha Bali Seminyak in January-April 2021. The analytical techniques used were servqual analysis, Importance Performance Analysis and Customer Satisfaction Index.

Findings: The results of this study indicate that the satisfaction of Marriott Bonvoy members with the Marriott Bonvoy Membership program at Aloft Bali Seminyak is good, because there are 12 indicators with positive gap values ??and 2 indicators with negative gap values.

Implication: The implementation of the Marriott Bonvoy membership program at Aloft Bali Seminyak can satisfy member guests. Marriott Bonvoy membership staying at Aloft Bali Seminyak.

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