Quality Service Analysis of Front Office Department to Enhance Customer Satisfaction at Klapa Resort

Nayaka  Febrianti

Authors

Nayaka Febrianti Politeknik Negeri Bali

Keywords:

Front office, service quality,, customer satisfaction,, servqual,, customer satisfaction index, importance performance analysis

Abstract

Purpose: The purpose of this study was to analyze the level of front office service quality in increasing guest satisfaction at the Klapa Resort and to determine the most satisfactory service indicators for guests at the Klapa Resort. The number of samples used is 80 respondents, with purposive sampling data collection techniques.

Research methods: The method of collecting primary data for service quality variables uses a questionnaire that has been tested for validity and reliability. The analysis technique used is Servqual, Importance Performance Analysis and Customer Satisfaction Index.

Findings: The results of this study indicate that there is a negative, positive and neutral gap between guest perceptions and expectations. Customers are satisfied with the services provided because the value of the positive gap is more than the negative.

Implications: The results of the study showed that most of the hotel guests were satisfied with the service performance provided by Klapa Resort.

Author Biography

Nayaka Febrianti, Politeknik Negeri Bali

Purpose: The purpose of this study was to analyze the level of front office service quality in increasing guest satisfaction at the Klapa Resort and to determine the most satisfactory service indicators for guests at the Klapa Resort. The number of samples used is 80 respondents, with purposive sampling data collection techniques.

Research methods: The method of collecting primary data for service quality variables uses a questionnaire that has been tested for validity and reliability. The analysis technique used is Servqual, Importance Performance Analysis and Customer Satisfaction Index.

Findings: The results of this study indicate that there is a negative, positive and neutral gap between guest perceptions and expectations. Customers are satisfied with the services provided because the value of the positive gap is more than the negative.

Implications: The results of the study showed that most of the hotel guests were satisfied with the service performance provided by Klapa Resort.

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