Pengukuran Kualitas Layanan Tamu Hotel (Studi Pada Astom Solo Hotel)

Andri Saputra (Adv.: Wakhid Slamet Ciptono, MBA, MPM, Ph.D), Wakhid Slamet Ciptono, MBA, MPM, Ph.D

2016 | Skripsi | S1 Management

Penelitian ini bertujuan untuk: (1) Menemukan gap antara persepsi dan ekspektasi tamu terhadap kualitas layanan yang diberikan oleh Aston Solo Hotel; (2) Mendeskripsikan kualitas layanan yang diberikan Aston Solo Hotel kepada tamu: (3) Mengidentifikasi tingkat kepentingan dan kinerja atribut kualitas layanan.

Populasi penelitan ini adalah pengunjung Aston Solo Hotel yang menggunakan layanan dan fasilitas dari hotel tersebut, dengan sampel 110 tamu yang ditetapkan melalui accidental sampling atau sampling kebetulan. Pengumpulan data penelitian menggunakan metode survey dengan teknik kuesioner. Metode yang digunakan untuk analisis data adalah: (1) model SERVQUAL, untuk mengetahui gap antara persepsi dan ekspektasi tamu; (2) model SERVPERF, untuk mengetahui kualitas layanan; (3) Metode Importance Performance Analysis (IPA), untuk mengidentifikasi tingkat kepentingan dan kinerja atribut kualitas layanan.

Hasil penelitian ini menunjukkan: (1) Terdapat gap antara persepsi dan ekspektasi sebesar -0,5, yang berarti bahwa kualitas layanan yang diberikan oleh Aston Solo Hotel belum memenuhi ekspektasi tamu; (2) Tingkat kualitas layanan Aston Solo Hotel berkategori baik, nilai rata-rata SERVPERF sebesar 3,60, berada pada interval 3,41 – 4,20 dan berkategori baik; (3) Berdasarkan analisis IPA (Importance Performance Analysis), atribut kualitas layanan dapat diidentifikasikan menjadi 4 kuadran yaitu kuadran A (2,4,5,8,9,11,14), kuadran B (3,10,13,15,17,18,21), kuadran C (6,7,19,22), dan kuadran D (1,12,16,20).

The goals of this research are: (1) To determine a gap between guest perception and guest expectation towards service quality given by Aston Solo Hotel (2) To describe service quality that Aston Solo gives to its guests (3) To identify the level of interest and service quality attribute performance.

The population of this research is Aston Solo Hotel customers who use service and facilities of that hotel. The sample covers 110 guests who are appointed accidentally or can be said as accidental sampling. Meanwhile, the data from this study were collected using survey method, questionnaire technique. Research methods that are used for analyzing the data are: (1) SERVQUAL model, for finding out the gap between perception and guest expectation; (2) SERVPERF model, to find out the service quality; (3) The Importance Performance Analysis Method (IPA), to identify the level of interest and service quality attribute performance.

The results of this research show that: (1) There is gap between perception and expectation in the amount of -0,5. It means that the service quality which is given by Aston Solo has not reached guest satisfaction. (2) The Aston Solo Hotel service quality level is being categorized as good, with SERVPERF average range score 3, 60. It is in interval 3, 41 – 4, 20 and belongs to good category; (3) Based on IPA analysis (Importance Performance Analysis), Service quality attribute is able to identify into 4 quadrant. They are: Quadrant A (2, 4, 5, 8, 9, 11, 14), Quadrant B (3, 10, 13, 15, 17, 18, 21), Quadrant C (6, 7, 19, 22), and Quadrant D (1, 12, 16, 20).

Kata Kunci : Service Quality, SERVQUAL, SERVPERF, Importance Performance Analysis (IPA), Kualitas Layanan.