SERVICE AND FACILITY IMPROVEMENT TO INCREASE CUSTOMER'S SATISFACTION AT DEDY JAYA CILEDUG HOTEL

PAKPAHAN, MELDY DWIYANTO (2022) SERVICE AND FACILITY IMPROVEMENT TO INCREASE CUSTOMER'S SATISFACTION AT DEDY JAYA CILEDUG HOTEL. S1 thesis, Universitas Atma Jaya Yogyakarta.

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Abstract

The increasing diversity of how people enjoy tourism increases the demand for the diversity of tourism places; this is what makes tourism one of the sectors that plays an important role in Indonesia's economic development. Developer companies are competing to meet the demands for tourist destinations in various places in Indonesia. One of those essential places is a hotel. Dedy Jaya Hotel Ciledug is a 1-star hotel located in Ciledug District, Cirebon Regency, West Java. Having been operating for two years since 2020, Dedy Jaya Hotel is still in the stage of expanding its target market around Cirebon Regency. For two years of running its business, the Dedy Jaya hotel has provided the best service according to the capabilities and conditions of the hotel and its employees. However, issues related to service quality are inevitable for all business owners. Problems related to slow service and poorly maintained facilities are one of problems that customers complain about. This problem may arise due to the hotel's lack of work system, problems related to service methods, employee errors, or improper worker positioning systems. Based on discussions with stakeholders, business process improvement is a critical thing that must be prioritized first because the problem is directly related to the customer. Based on the existing problems, the SERVQUAL approach is used to determine the hotel service gap. The results of the SERVQUAL approach are then processed using Importance Performance Analysis to determine the service attributes that need to be improved. The results found that of the 20 attributes of housekeeping services, 3 attributes needed to be improved. While out of 19 food and beverage services, there are 5 attributes that need to be improved. The final result of this research is a solution design to overcome the hotel service attributes that are still lacking. On a note that the solutions designed is based on the hotel's current condition. Therefore, periodic research is needed to accommodate the best optimum solution according to the latest conditions in the hotel.

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