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All Journal Jurnal Bisnis Hospitaliti
Rafli Ihza Mahendra
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Decision Sciences, Operations Research & Management

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STRATEGI PENINGKATAN KUALITAS PELAYANAN DALAM KERAGAMAN KARAKTER TAMU Vanessa Emmanuela Sitanggang; Jonathan Polin Silalahi; Rafli Ihza Mahendra; Rabbani Aidil Rizqi
JURNAL BISNIS HOSPITALITI Vol 15 No 1 (2026): Jurnal Bisnis Hospitaliti
Publisher : Pusat Penelitian & Pengabdian kepada Masyarakat, Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jbh.v15i1.2660

Abstract

This study aims to analyze the service quality at Niagara Hotel Parapat and to formulate strategies to improve service quality in response to the diverse characteristics of hotel guests. A quantitative approach was employed using the Importance Performance Analysis (IPA) and Gap Analysis methods. The findings indicate that the overall service quality at Niagara Hotel Parapat is considered good; however, several service attributes have not fully met guests' expectations. The level of conformity analysis shows that most service attributes achieved high conformity scores, while attribute A10 recorded the lowest conformity level at 71.09%. Furthermore, Gap Analysis revealed an average gap score of -0.26, indicating that the hotel's service performance remains slightly below guest expectations. The largest negative gap was identified in attribute A10, with a score of -1.22. Based on these findings, the recommended improvement strategies include enhancing staff communication skills, responsiveness, complaint-handling abilities, and emotional control when serving guests with diverse characteristics. In addition, periodic service evaluations should be conducted to ensure continuous service quality improvement, thereby increasing guest satisfaction and strengthening the hotel's competitiveness.  
Co-Authors Jonathan Polin Silalahi Rabbani Aidil Rizqi Vanessa Emmanuela Sitanggang