Analysis of Service Quality of Front Office Staff in Increasing Guest Satisfaction

Authors

  • Ni Luh Gede Agustina Dewi Tourism Department, Politeknik Negeri Bali, Indonesia
  • I Gusti Putu Sutarma Tourism Department, Politeknik Negeri Bali, Indonesia
  • I Ketut Sutama Tourism Department, Politeknik Negeri Bali, Indonesia
  • Ni Made Ernawati Tourism Department, Politeknik Negeri Bali, Indonesia

Keywords:

hotel, front office, service quality, guest satisfaction

Abstract

Purpose: The purpose of this research was to know how the service quality of the Front Office Staff at a 3 star hotel in Legian, Kuta, Bali and which indicators need to be improved and maintained in the service quality carried out .

Research methods: The data collection methods used in this research were observation, questionnaires, and literature study. The sample used in this research amounted to 85 respondents. Data obtained through distributing questionnaires that have been tested using validity and reliability tests. The analysis techniques used in this research are Service Quality (Servqual) and Importance Performance Analysis (IPA).

Findings: The results of the IPA show that the positive service quality score gap is more than the negative service quality score gap, that the service quality of the Front Office Staff  as a whole has shown a good service quality and be able to satisfy of guests.

Implication: There are there are three indicators that must be improved in the service quality of the Front Office Staff, are: indicators (X6), indicators (X7), and indicators (X10). Seven indicators need to be maintained in the service quality of Front Office Staff, are: indicators (X2), indicators (X3), indicators (X4), indicators (X5), indicators (X11), indicators (X14), and indicators (X17).

 

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Published

2022-09-06

How to Cite

Ni Luh Gede Agustina Dewi, I Gusti Putu Sutarma, I Ketut Sutama, & Ni Made Ernawati. (2022). Analysis of Service Quality of Front Office Staff in Increasing Guest Satisfaction. International Journal of Glocal Tourism, 3(3), 190-203. Retrieved from https://ejournal.catuspata.com/index.php/injogt/article/view/256