Service quality evaluation of the "X" hotel using important-performance analysis
Service quality is something that is expected by the customer, and which is expressed by customer satisfaction for the services provided. Satisfaction is the difference between perceived performance and what is expected. This research sought to find out and analyze how the description of service qu...
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| Format: | Article |
| Language: | English |
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AfricaJournals
2020-03-01
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| Series: | African Journal of Hospitality, Tourism and Leisure |
| Subjects: | |
| Online Access: | https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_50_vol_9_2__2020_indonesia.pdf |
| _version_ | 1811248521490202624 |
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| author | R. Panday |
| author_facet | R. Panday |
| author_sort | R. Panday |
| collection | DOAJ |
| description | Service quality is something that is expected by the customer, and which is expressed by customer satisfaction for the services provided. Satisfaction is the difference between perceived performance and what is expected. This research sought to find out and analyze how the description of service quality occurs, where service quality consists of physical evidence (tangible), reliability, responsiveness, assurance, and empathy as popularized by Parasuraman et al.. This research is a descriptive study, which describes the state of service quality variables at the X hotel in Jakarta. The population in this study was Hotel X customers and a sample of 185 people were randomly selected as respondents. Data collection used a questionnaire with a Likert scale rating. The analytical tool used in this study was descriptive analysis such as the average value, standard deviation, t-test, and Cartesian diagram Important Performance. The results of this study indicate that, of the 11 variables that did not meet expectations, only 6 variables were the top priority, 10 variables that met expectations did not become the main priority, and 3 variables had met expectations, and there not any main priorities. |
| first_indexed | 2024-04-12T15:29:32Z |
| format | Article |
| id | doaj.art-c248287ff49b4e3cb69a4c5c9ac8e331 |
| institution | Directory Open Access Journal |
| issn | 2223-814X |
| language | English |
| last_indexed | 2024-04-12T15:29:32Z |
| publishDate | 2020-03-01 |
| publisher | AfricaJournals |
| record_format | Article |
| series | African Journal of Hospitality, Tourism and Leisure |
| spelling | doaj.art-c248287ff49b4e3cb69a4c5c9ac8e3312022-12-22T03:27:10ZengAfricaJournalsAfrican Journal of Hospitality, Tourism and Leisure2223-814X2020-03-0192Service quality evaluation of the "X" hotel using important-performance analysisR. Panday 0Faculty of Economics Bhayangkara Jakarta Raya University Indonesia Service quality is something that is expected by the customer, and which is expressed by customer satisfaction for the services provided. Satisfaction is the difference between perceived performance and what is expected. This research sought to find out and analyze how the description of service quality occurs, where service quality consists of physical evidence (tangible), reliability, responsiveness, assurance, and empathy as popularized by Parasuraman et al.. This research is a descriptive study, which describes the state of service quality variables at the X hotel in Jakarta. The population in this study was Hotel X customers and a sample of 185 people were randomly selected as respondents. Data collection used a questionnaire with a Likert scale rating. The analytical tool used in this study was descriptive analysis such as the average value, standard deviation, t-test, and Cartesian diagram Important Performance. The results of this study indicate that, of the 11 variables that did not meet expectations, only 6 variables were the top priority, 10 variables that met expectations did not become the main priority, and 3 variables had met expectations, and there not any main priorities.https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_50_vol_9_2__2020_indonesia.pdfservice qualitycartesian diagram importance performanceexcellencesatisfaction |
| spellingShingle | R. Panday Service quality evaluation of the "X" hotel using important-performance analysis African Journal of Hospitality, Tourism and Leisure service quality cartesian diagram importance performance excellence satisfaction |
| title | Service quality evaluation of the "X" hotel using important-performance analysis |
| title_full | Service quality evaluation of the "X" hotel using important-performance analysis |
| title_fullStr | Service quality evaluation of the "X" hotel using important-performance analysis |
| title_full_unstemmed | Service quality evaluation of the "X" hotel using important-performance analysis |
| title_short | Service quality evaluation of the "X" hotel using important-performance analysis |
| title_sort | service quality evaluation of the x hotel using important performance analysis |
| topic | service quality cartesian diagram importance performance excellence satisfaction |
| url | https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_50_vol_9_2__2020_indonesia.pdf |
| work_keys_str_mv | AT rpanday servicequalityevaluationofthexhotelusingimportantperformanceanalysis |