ANALYSIS OF GUEST SERVICE ASSISTANT SERVICE QUALITY FOR GUESTS’ SATISFACTION AT THE ONE LEGIAN HOTEL
This research examines the role of the Guest Service Assistant known as receptionist, as one of the most important service agents of The ONE Legian Hotel. The purpose of this research is to analyze if there is a negative gap between the guests’ perception and expectation to the Guest Service Assista...
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Politeknik Negeri Bali
2019-03-01
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doaj-ea6c594febe6448f8863d7d00ea291af2021-04-15T12:12:43ZengPoliteknik Negeri BaliJournal of Applied Sciences in Travel and Hospitality2622-83192019-03-0121192810.31940/jasth.v2i1.1298ANALYSIS OF GUEST SERVICE ASSISTANT SERVICE QUALITY FOR GUESTS’ SATISFACTION AT THE ONE LEGIAN HOTELI Nyoman Esa Arimbawa0I Gusti Agung Bagus Mataram1I Ketut Budarma2Politeknik Negeri BaliPoliteknik Negeri BaliPoliteknik Negeri BaliThis research examines the role of the Guest Service Assistant known as receptionist, as one of the most important service agents of The ONE Legian Hotel. The purpose of this research is to analyze if there is a negative gap between the guests’ perception and expectation to the Guest Service Assistant service quality of The ONE Legian Hotel. The total of samples involved is 120 respondents by incidental sampling method. The data collection method is questionnaire which has been tested its validity and reliability, and using Likert scale. Data analysis technique used is the SERVQUAL Method. The overall research findings show that there is no negative gap between the guests’ perception and expectation which means that the overall guest perceives the service quality of the receptionist at The ONE Legian Hotel positively. However, dimension-by-dimension analysis found that the Guest Service Assistant of The ONE Legian Hotel could improve more its performance especially for the reliability service quality dimension for maximizing the guests’ satisfaction.http://ojs.pnb.ac.id/index.php/JASTH/article/view/1298service qualityservqual methodguests’ satisfactionreceptionist |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
I Nyoman Esa Arimbawa I Gusti Agung Bagus Mataram I Ketut Budarma |
spellingShingle |
I Nyoman Esa Arimbawa I Gusti Agung Bagus Mataram I Ketut Budarma ANALYSIS OF GUEST SERVICE ASSISTANT SERVICE QUALITY FOR GUESTS’ SATISFACTION AT THE ONE LEGIAN HOTEL Journal of Applied Sciences in Travel and Hospitality service quality servqual method guests’ satisfaction receptionist |
author_facet |
I Nyoman Esa Arimbawa I Gusti Agung Bagus Mataram I Ketut Budarma |
author_sort |
I Nyoman Esa Arimbawa |
title |
ANALYSIS OF GUEST SERVICE ASSISTANT SERVICE QUALITY FOR GUESTS’ SATISFACTION AT THE ONE LEGIAN HOTEL |
title_short |
ANALYSIS OF GUEST SERVICE ASSISTANT SERVICE QUALITY FOR GUESTS’ SATISFACTION AT THE ONE LEGIAN HOTEL |
title_full |
ANALYSIS OF GUEST SERVICE ASSISTANT SERVICE QUALITY FOR GUESTS’ SATISFACTION AT THE ONE LEGIAN HOTEL |
title_fullStr |
ANALYSIS OF GUEST SERVICE ASSISTANT SERVICE QUALITY FOR GUESTS’ SATISFACTION AT THE ONE LEGIAN HOTEL |
title_full_unstemmed |
ANALYSIS OF GUEST SERVICE ASSISTANT SERVICE QUALITY FOR GUESTS’ SATISFACTION AT THE ONE LEGIAN HOTEL |
title_sort |
analysis of guest service assistant service quality for guests’ satisfaction at the one legian hotel |
publisher |
Politeknik Negeri Bali |
series |
Journal of Applied Sciences in Travel and Hospitality |
issn |
2622-8319 |
publishDate |
2019-03-01 |
description |
This research examines the role of the Guest Service Assistant known as receptionist, as one of the most important service agents of The ONE Legian Hotel. The purpose of this research is to analyze if there is a negative gap between the guests’ perception and expectation to the Guest Service Assistant service quality of The ONE Legian Hotel. The total of samples involved is 120 respondents by incidental sampling method. The data collection method is questionnaire which has been tested its validity and reliability, and using Likert scale. Data analysis technique used is the SERVQUAL Method. The overall research findings show that there is no negative gap between the guests’ perception and expectation which means that the overall guest perceives the service quality of the receptionist at The ONE Legian Hotel positively. However, dimension-by-dimension analysis found that the Guest Service Assistant of The ONE Legian Hotel could improve more its performance especially for the reliability service quality dimension for maximizing the guests’ satisfaction. |
topic |
service quality servqual method guests’ satisfaction receptionist |
url |
http://ojs.pnb.ac.id/index.php/JASTH/article/view/1298 |
work_keys_str_mv |
AT inyomanesaarimbawa analysisofguestserviceassistantservicequalityforguestssatisfactionattheonelegianhotel AT igustiagungbagusmataram analysisofguestserviceassistantservicequalityforguestssatisfactionattheonelegianhotel AT iketutbudarma analysisofguestserviceassistantservicequalityforguestssatisfactionattheonelegianhotel |
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