Detail Analisis Kualitas Jasa Pelayanan Hotel Dengan Integrasi Konsep Kano Dan Servqual Ke Dalam Quality Function Deployment (QFD) (Studi Kasus : Hotel Kartika Chandra, Jakarta) Bibliografi Author: CLARISSA, CINDY ; Prasetya, Wibawa (Advisor) Topik: SERVQUAL; Kano Model; Quality Function Deployment Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2017     Jenis: Theses - Undergraduate Thesis Fulltext: Cindy Clarissa’s Undergraduate Theses.pdf (3.35MB; 63 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: FTI-1343 Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract This research is motivated by the issue of rapid growth of hotel industry in Indonesia. Kartika Chandra Hotel is one of the industry's long-standing hotel. The hotel needs to continue to develop the services so as not to compete with knows the needs of consumers because often consumers are not loyal to the products and services used beause they have too much other options that they can take. In analyzing the needs of consumers, some tools are often used by company. The examples are SERVQUAL method and Quality Function Deployment (QFD) method. Both of that methods have weakness. To cover the weakness of both methods, then the researcher integrated it is with the concept of Kano model. The purpose of this study is to identify the attributes of service, measure satisfaction, determine the priority order of attributes and analyze the action plan needs to be done. The results of this research are the action plans for the company in the improvement of training and knowledge hotel staff, renewal services reservation service, ambience hote, and some other action plan. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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