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All Journal Jurnal Ilmiah Pariwisata Tourism Reserch Journal Jurnal Pemberdayaan Pariwisata Jurnal Ilmiah Pariwisata
Emenina Tarigan
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Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Education Environmental Science Social Sciences Transportation Other

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Analisis Kualitas Pelayanan Room Attendant Terhadap Kepuasan Pelanggan Di Hotel Inter- Continental Jakarta Mid Plaza Ervina Taviprawati; Vienna Artina Sembiring; Emenina Tarigan
Jurnal Ilmiah Pariwisata Vol 24 No 1 (2019): Jurnal Ilmiah Pariwisata
Publisher : Pusat Penelitian dan Pengabdian Kepada Masyarakat, Institut Pariwisata Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30647/jip.v24i1.1237

Abstract

Increasingly intense competition in the service or service industry, making hotel organizations strive to always improve the quality of service in accordance with customer demand at present (short term), as well as future (long term) so that customers feel satisfied and continue to use services. One important hotel service is Housekeeping department because it has a role to support cleanliness, neatness, and beauty of the room. To provide quality room service standards, behavior and actions of Room Attendant must be properly considered where the room attendant must understand how to serve and understand the guests, because providing quality services to guests has the purpose of winning business competition. The research method used is the Importance-Performance Analysis method at the Inter-Continental Hotel Jakarta Mid-Plaza for 1 month, from August untillseptember 2017 with 75 guest that stay in the hotel. Analysis of customer satisfaction. the advantage of this method is the using of measurement methods that are easy to understand. This method is done by measuring five dimensions of service quality, tangible, reliability, responsiveness, assurance, empathy. The results of the assessment show that the average room attendant performance is slightly higher than the average guest expectation, so guests staying at the Inter-Continental Hotel Jakarta Mid-Plaza are satisfied with the service of the room attendant
Persepsi dan Kepuasan Mahasiswa Terhadap Program Magang di Industri Pariwisata Luar Negeri (Studi Kasus Mahasiswa Perguruan Tinggi Pariwisata di Jakarta) Vienna Artina Sembiring; Nurti Rahayu; Emenina Tarigan
Jurnal Ilmiah Pariwisata Vol 25 No 3 (2020): Jurnal Ilmiah Pariwisata
Publisher : Pusat Penelitian dan Pengabdian Kepada Masyarakat, Institut Pariwisata Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30647/jip.v25i3.1419

Abstract

To improve the quality of tourism human resources with global quality, tourism universities hold an internship program in the tourism industry abroad. This study aims to reveal (1) students' perceptions of the internship program in the tourism industry abroad; (2) student satisfaction with the internship program in the tourism industry abroad; and (3) the influence of perceptions on student satisfaction with the internship program in the tourism industry abroad. The study population was all students from higher education in tourism in Jakarta and its surroundings who had completed an internship program in the tourism industry abroad. Samples were taken using convenient sampling using valid and reliable instruments with 4 Likert scales with Google Form media (N = 100). The results of the analysis with SPSS 22 showed that students' perceptions were good, while students was categorized as satisfied with the internship program. The result of the correlation test confirmed the significant relationship between perception variables and satisfaction on the program. The regression analysis showed that students’ perception significantly affected their internship satisfaction. The results of this study serve as a valuable input for the campus, industry, and policy makers to improve the design of the internship program curriculum. Keywords: Tourism Industry; Satisfaction; Internship; Perception
Co-Authors Ervina Taviprawati Mimi Enggriani Nurti Rahayu Vienna Artina Sembiring, Vienna Artina Wijayanti Dewi Prabandari