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All Journal Jurnal Pariwisata Dinasti International Journal of Education Management and Social Science Community Development Journal: Jurnal Pengabdian Masyarakat Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) International Journal of Educational Research and Social Sciences (IJERSC) Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Majority Science Journal Tourism, Hospitality and Culture Insights Journal Nomico Maneggio Abdi Wisata: Jurnal Pengabdian Kepada Masyarakat Tourism Economics, Hospitality, and Business Management Journal TechTalent & Business Review
Rosari, Dina
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Journal : Tourism Economics, Hospitality, and Business Management Journal

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Peningkatan Kepuasan Pelanggan Melalui Keunggulan Layanan Di Industri Perhotelan Berbasis Analisis Swot (Studi Kasus: Hotel Saka Medan) Rosari, Dina
TEHBMJ (Tourism Economics Hospitality and Business Management Journal) Vol 5 No 1 (2025): TEHBMJ (Tourism Economics, Hospitality, and Business Management Journal)
Publisher : Politeknik Pariwisata Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36983/tehbmj.v5i1.784

Abstract

This study aims to determine how service excellence can improve customer satisfaction at Hotel Saka Medan using a SWOT analysis tool. In the hospitality industry, service quality is a major determinant of business success in attracting and retaining customers. This study uses a qualitative approach with a case study method and data collection techniques through interviews, observation, and documentation. The results show that Hotel Saka Medan has several key strengths in the service aspect, but also faces several external challenges and internal weaknesses that need to be addressed. Recommended strategies based on SWOT are directed at maintaining strengths, overcoming weaknesses, capitalizing on opportunities, and anticipating threats.
Co-Authors Abdul Kadir Ritonga Dalimunthe, Femmy Indriany Daniel Sihombing Denny, Agustinus Fatchur Rohman Gunawan, Bakti JULIANTO Latuheru, Anita Liyushiana, Liyushiana Mulyadi, Bejo Ngatemin Pasalbessy, Victor F. Prayogi, Budi Riady, Iwan Rizkiyah, Putri Siregar, Muhammad Ichiro Al Kindy Sitorus, Nova Taviani, Tina Yanti, Dewi