EMAIL: PASSWORD:
Front Office
UPT. PERPUSTAKAAN
Institut Teknologi Sepuluh Nopember Surabaya


Kampus ITS Sukolilo - Surabaya 60111

Phone : 031-5921733 , 5923623
Fax : 031-5937774
E-mail : libits@its.ac.id
Website : http://library.its.ac.id

Support (Customer Service) :
timit_perpus@its.ac.id




Welcome..guys!

Have a problem with your access?
Please, contact our technical support below:
LIVE SUPPORT


Moh. Fandika Aqsa


Davi Wahyuni


Tondo Indra Nyata


Anis Wulandari


Ansi Aflacha




ITS » Master Theses » Rekayasa Kualitas S2
Posted by yeni at 22/12/2006 14:36:48  •  15633 Views


PERANCANGAN PENTNGKATAN KUALITAS PELAYANAN JASA HOTEL DENGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT QFD STUDI KASUS DI HOTEL OPAL BALI

HOTEL SERVICE QUALITY IMPROVEMENT DESIGN USING QUALITY FUNCTION DEPLOYMENT QFD METHOD

Author :
Komaladewi , A.A.I.A. Sri  




ABSTRAK

Memenuhi kepuasan pelanggan merupakan salah satu faktor keberhasilan bagi semua perusahaan karena dengan adanya kepuasan akan dapat menimbulkan loyalitas pelanggan terhadap perusahaan. Demikian pula halnya dengan Hotel Opal Bali yang merupakan hotel bintang tiga yang berlokasi di daerah pariwisata Legian-Kuta Bali sangat dituntut untuk mampu memberikan kepuasan bagi pelanggannya dalam hal kualitas pelayanan yang diberikan mengingat kondisi persaingan antar hotel semakin meningkat. Dengan kondisi persaingan yang ketat pihak manajemen perusahaan perlu menerapkan strategi bisnis yang tepat agar lebih unggul dari pesaingnya. Untuk itu dilakukan penelitian mengenai kualitas pelayanan jasa hotel untuk mengetahui keinginan dan kebutuhan pelanggan serta kekurangankelemahan dari keberadaan fasilitas pelayanan hotel saat ini. Pendekatan yang digunakan dalam penelitian ini adalah analisa kluster yang bertujuan untuk mengetahui karakteristik pelanggan Hotel Opal Bali dan metode QFD digunakan untuk mengetahui atribut-atribut yang dibutuhkan pelanggan dan juga respon teknis dari pihak manajemen untuk memenuhi kebutuhan pelanggan. Hasil penelitian menunjukkan melalui analisa kluster ternyata pelanggan Hotel Opal Bali terbagi dalam dua segmen segmen satu diidentifikasi sebagai kelompok pelanggan yang bermaksud melakukan urusan bisnis dengan lama menginap sekitar tiga hari dan informasi keberadaan hotel diperoleh melalui teman bisnis sedangkan segmen kedua merupakan kelompok pelanggan yang bermaksud melakukan travelling dengan lama menginap tujuh hari dan informasi keberadaan hotel diperoleh dari travel agent. Sedangkan dengan metode QFD diperoleh dua puluh atribut yang dibutuhkan pelanggan yang dapat dikelompokkan ke dalam empat fasilitas layanan yaitu layanan di front office layanan kamar tamu layanan di restaurant dan bar serta layanan sarana dan prasarana Dari kedua puluh atribut tersebut terdapat tujuh atribut yang memiliki prioritas tinggi untuk ditingkatkan yaitu keamanan barang-barang bawaan kebersihan dan kenyamanan restaurant staff yang ramah dan sopan kebersihan peralatan makan dan rninum kebersihan kolam renang kebersihan kamar mandi serta kebersihan sprei dan kenyamanan tempat tidur. Dalam upaya memenuhi atribut-atribut tersebut dan meningkatkan layanan dari atribut tersebut maka respon teknis yang memiliki prioritas tinggi untuk dilaksanakan yaitu memberi pelatihan pada karyawan seleksi karyawan yang ketat penambahan petugas keamanan pemilihan bahan makanan pengadaan linenbed cover yang lembut penggantian air secara rutin sistem pelaporan dan kerjasama karyawan memberi respon yang cepat penyediaan internal phone telepon umum koinkartu internet dan cleaning service.


ABSTRACT

To meet customers satisfaction is one of successful factors for all firms because with the existing of satisfaction will can be lead to customers loyalty to firm. Such as with the Hotel Opal Bah which is the three stars level hotel which located at Legian-Kuta Bali tourist area is very demanded to able gives the satisfaction for its customers in the given services quality considering the competition condition between hotels that more and more increasing. With the tight competition condition the firm managerial line needs to apply the appropriate business strategies in order to more superiors from their competitors. For that reason it has carried out the research about hotel service quality to know the customers desires and needs and the deficitweakness of the currently hotel service facility existence. The approach used in this research is a cluster analysis which objective to know the characteristic of Hotel Opal Bali customers and the QFD method is used to know the attributes needed by customers and also the technical responds from the managerial line to meet the customers needs. The research result shown by cluster analysis it turned out that the customers of Hotel Opal Bali are divided into two segments. The first segment is identified as a customers group that plan to make a business matter with the stay overnight periods about three days and the hotel existence information is obtained pass through business friends while the second segment is the customers group that plan to make traveling with the stay overnight periods seven days and the hotel existence information is obtained from the travel agents. Whereas with QFD method there are obtained twenty attributes that needed by customers that can classified into four service facilities that are service in front office guest room service service in restaurant and bar and overhead service. From the twenty attributes are found seven attributes that have high priority to be increase that are load items safety restaurant cleanliness and freshness friendly and decent staff swimming pool cleanliness bathroom cleanliness coverlets and freshness of bed cleanliness. In effort of meet those attributes and improving those attributes services then the technical responds which have high priority to carried out are giving training to employees tightly employees selection safety officer addition food material selection soft linen periodically water replacement reporting system and employees cooperation giving the fast respond internal phone equipping coin card internet and cleaning service.



KeywordsKepuasan pelanggan; loyalitas; kualitas layanan; analisa kluster. Quality Function Deployment.
 
Subject:  Manajemen
Contributor
  1. Ir. Sritomo Wignjosoebroto, M.Sc
    IT. Janti Gunawan, M.Eng.
Date Create: 22/12/2006
Type: Text
Format: pdf; 112 pages
Language: Indonesian
Identifier: ITS-Master-3100003018397
Collection ID: RT 658.562 Kom p


Source
Theses Rekayasa Kualitas RT 658.562 Kom p, 2002

Coverage
ITS Community

Rights
Copyright @2002 by ITS Library. This publication is protected by copyright and permission should be obtained from the ITS Library prior to any prohibited reproduction, storage in a retrievel system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. For information regarding permission(s), write to ITS Library




[ Download - Summary ]

ITS-Master-RT 658.562 Kom p-132.pdf




 Similar Document...




! ATTENTION !

To facilitate the activation process, please fill out the member application form correctly and completely

Registration activation of our members will process up to max 24 hours (confirm by email). Please wait patiently

POLLING

Bagaimana pendapat Anda tentang layanan repository kami ?

Bagus Sekali
Baik
Biasa
Jelek
Mengecewakan





You are connected from 3.81.73.233
using CCBot/2.0 (https://commoncrawl.org/faq/)



Copyright © ITS Library 2006 - 2019 - All rights reserved.
Dublin Core Metadata Initiative and OpenArchives Compatible
Developed by Hassan