Detail Covid-19 Pandemic and Integrated Service Development of Bali Five-Star Hotels Industry: Text Mining, Kano, and Blueprint Mapping Bibliografi Author: Sukwadi, Ronald (Advisor); Louisa, Bianca Topik: Importance Grid; Kano Model; Text Mining; Service Quality; COVID-19 Bahasa: (EN )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2021     Jenis: Theses - Undergraduate Thesis Fulltext: Bianca Louisa_ Undergraduated Theses_2021.pdf (3.23MB; 56 download) 201704530027_Bianca Louisa_Lembar Administrasi.pdf (208.99KB; 17 download) Abstract The tourism and hospitality industry in Bali is one of the most impacted sectors during the COVID-19 pandemic that its direct arrival declines from 528.883 arrivals before the pandemic to only 47 within 6 months. This condition requires business firms to try to survive and adapt while finding ways to attract tourists to the service. Five-star hotel service and luxury are adjusted with a higher price that must meet customers' expectations. Its tailored service and luxury differentiate the exclusivity that makes it get international awards. Service quality becomes one of the factors that correlate with customer satisfaction, while in the era of Big Data and the growth of technology, this satisfaction is expressed through customer reviews on online accommodation platforms. New Service Development (NSD) is a method to develop and evaluate customer-driven businesses by involving customers in the process. Considering that the hospitality and tourism industry is customer-driven, it is important to know customers' requirements and preferences for hotel attributes. Considering the large volume, variety, and velocity of this data, text mining is chosen to be a solution to gather reviews and extract the information needed to acknowledge which hotel attributes were mentioned in the review of Bali five-star hotels during the pandemic that has the most frequency. The relationship between the functionality of hotel attributes and customer satisfaction can be identified through the Kano Model. Through data mining, a new attribute that appears during the pandemic is identified, a health and safety protocol that customers find mandatory for hotels to perform. Based on the data processing with Kano, the staff and service itself have the highest frequency from the review and considered a must-be or basic quality attribute. Furthermore, through the Importance Grid, it is discovered that the location attribute has the highest level of satisfaction and the lowest level of dissatisfaction amongst other attributes and that the result from Importance Grid matches with the classification of Kano. Based on the priority rank, the health and safety protocol has the highest dissatisfaction level, therefore it becomes a priority to fulfill. Blueprint mapping is made to identify the required support, interaction, equipment, and analyzing the risk of every customer action during their experience of stay as a step of development and evaluation in the New Service Development process. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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