ANALYSIS OF SERVICE ATTRIBUTES USING KANO’S MODEL (Case Study at Quality Hotel Yogyakarta)

Hennadi, Betzy Amanta (2007) ANALYSIS OF SERVICE ATTRIBUTES USING KANO’S MODEL (Case Study at Quality Hotel Yogyakarta). S1 thesis, UAJY.

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Abstract

Quality Hotel Yogyakarta is a well-known hotel in Yogyakarta, which is always try to improve all of the service attributes, in order to improve guests' satisfaction level. Unfortunately, not all of improvement in service attributes will make the customers more satisfied, and in other hand, it will become inefficient. In order to make the service more efficient, analysis of the service attributes of Quality Hotel Yogyakarta is conducted through this research. The objectives of the research are to identify the attractive service attributes, and then prioritize the alternatives in improving the attractive attributes. From the analysis, it can be identified that there are two different perceptions of domestic and foreign customers. The service attributes of Quality Hotel Yogyakarta can be classified into must-be, one-dimensional, indifferent, and attractive attributes. From the classification, the attractive service attributes of Quality Hotel Yogyakarta are: Room Quality (Sophisticated Door Lock, Room Decoration Details and Variation, and Periodic Furniture Change), General Amenities (Food and Beverages Great Variety, Information Desk Availability, Bible Availability, and Customized Room Fragrance), Business Service (Multi Chargere Availability), and Value (Hotel Good Reputation and Personalized Service) . From the identification above, it can be generated the alternatives in improving them: Guest History (43.8%), followed by Updated Website (32.4%) and. Representative Brochure (23.8%)

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