The Guest Satisfaction Acceleration Strategy Based on Importance Performance Analysis of Solaris Hotel Kuta, Bali, Indonesia

Abstract :

This research was conducted to determine the quality of service in increasing guest satisfaction at Hotel Solaris Kuta, service quality has five dimensions which include direct evidence (tangible), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy). The author uses research methods with data collection tools in the form of observation, questionnaires, and documentation. The sampling technique used accidental sampling, the sample used in this study amounted to 51 respondents. The data obtained comes from distributing questionnaires that have been tested with validity and reliability. The analysis techniques used in this study are servqual (Service Quality), IPA (Importance Performance Analysis). The results showed that the gap between positive and neutral servqual scores was more than the negative score gap, so it could be seen that the service quality of room attendants at Hotel Solaris Kuta had shown good service. Several indicators must be improved in terms of service quality, namely indicators of complete room facilities (Q1), room attendants who are neat and clean (Q3), and room attendants who are polite to guests (Q13). Meanwhile, indicators that need to be maintained for service quality are room attendants in keeping rooms looking clean (Q2), room attendants in paying attention to guest needs (Q4), room attendants’ readiness in serving guests (Q7), room attendants responding to complaints and wishes of guests (Q9).