Detail ANALISIS KUALITAS PELAYANAN HOTEL DENGAN INTEGRASI METODE FUZZY-SERVQUAL, IPA, DAN INDEKS PGCV (STUDI KASUS: HOTEL AGIS, SURABAYA) Bibliografi Author: N, ALBERTHIENE ARVIDIASTI ; Inderawati, Maria Magdalena Wahyuni (Advisor) Topik: Service Quality; Hotel; Fuzzy-SERVQUAL; IPA; PGCV Index Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2018     Jenis: Theses - Undergraduate Thesis Fulltext: 20-Alberthiene Arvidiasti-2014043159.pdf (17.91MB; 20 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract Nowadays, the development of service industry is increasing rapidly, so competition among service companies is also getting tighter. One of the emerging service industries is the hospitality industry. The hotel industry is increasing along with the development of the tourism industry. AGIS Hotel is one of the hotels in East Java province, precisely in Surabaya. The majority of Agis Hotel consumers are tourists. Currently, the growth of tourism in East Java has increased, which means the number of tourists who come also increased. However, the achievement of Room Occupancy Rate (ROR), which is one of the development indicator of the hotel industry, has decreased in 2015-2017. In addition, ROR of AGIS Hotel also did not achieve the company’s target and below the average ROR of all hotels in East Java. Customer complaints in AGIS Hotel have also increased in recent years. Thiese all raises the suspicion that there is a problem in the quality of services provided by AGIS Hotel to consumers. Consumer satisfaction becomes a requirement that must be fulfilled in hotel services to increase company profit. Therefore, this study was conducted to measure customer satisfaction at AGIS Hotel. This study uses the integration of Fuzzy-SERVQUAL, IPA, and PGCV Index. The purposes of this study are to identify the service attributes that can be used to measure the satisfaction of tourists as the majority of customers and to determine the order of priority of attribute improvements at AGIS Hotel, before customers look for other hotels that are better able to satisfy their needs. The result of this study showed that the most prioritized attributes for immediate improvements were related to training and development for employees. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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