The Importance Of Customer Satisfaction And Supreme Service Provision In The Hotel Industry: Case Study Of Surabaya Plaza Hotel  

Oleh:

Anshori, Yusak ; Langner, Viviane

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - non-atma jaya
Dalam koleksi: Jurnal Manajemen Perhotelan vol. 3 no. 1 (Mar. 2007), page 18-25.
Topik: hospitality; services; customer satisfaction; improvement; competition; total quality management; Six Sigma
Fulltext: HOT07030102.pdf (221.95KB)

Isi artikel

Surabaya Plaza Hotel (SPH) is very well accepted by its present clientele, but nonetheless the guests have a few factors of complaint. The overall image of SPH is highly positive. SPH also provides superior quality and services. Providing the guests with satisfactory services and experiences is a key to success in the hotel industry. In order to reach a supreme level of customer satisfaction, the guests? opinions and ideas should be employed on ongoing processes of total quality management.

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