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Analisis Persepsi Tamu Terhadap Kinerja Pramusaji Restoran Ebony Menggunakan Servqual Asmidana, Samuel Hagi; Sinaga, Firman; Suarmana, I Wayan Restu
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 4 No. 2 (2025): Jurnal Ilmiah Pariwisata dan Bisnis Februari 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v4i2.929

Abstract

Penelitian ini dilakukan karena hasil pra-riset yang telah dilakukan oleh penulis diantaranya 9 dari 10 tamu puas dengan bukti fisik waiter, 7 dari 10 tamu puas dengan kehandalan waiter, 7 dari 10 tamu puas dengan daya tangkap waiter, 8 dari 10 tamu puas dengan jaminan waiter, 8 dari 10 tamu puas dengan empati waiter. Tujuan penelitian ini adalah untuk mengetahui analisis kepuasan tamu terhadap kinerja waiter di Restoran Ebony Hotel Mercure Pontianak. Masalah dalam penelitian ini adalah bagaimana mengukur analisis kepuasan tamu di Restoran Ebony Hotel Mercure Pontianak menggunakan Metode Servqual, (IPA) dan (PGCV). Waktu penelitian Februari - Maret 2023. Metode pengumpulan data dalam penelitian ini menggunakan kuesioner dan accidental sampling. Populasi dalam penelitian ini adalah tamu yang berkunjung ke restoran dari bulan Februari sampai Maret 2023 dan sample sebanyak 50 responden tamu yang datang ke restoran. Data dianalisis dengan menggunakan metode service quality (ServQual). Importance-Performance Analysis (IPA), PGCV (Potential Gain Customer Value). Dari hasil penelitian diketahui Tingkat Kesesuaian Indeks (TKI) persepsi tamu terhadap kinerja waiter di Restoran Ebony Hotel Mercure Pontianak dari 50 responden yang diteliti sebesar 97,75%. Berdasarkan Servqual Gap positive terdapat 3 indikator dan 12 indikator pada gap negative. Berdasarkan analisis (IPA) di dalam kuadran A (Prioritas Utama) terdapat 3 indikator, kuadran B (Pertahankan Prestasi) terdapat 3 indikator, kuadran C (Prioritas Rendah) terdapat 5 indikator dan kuadran D (Berlebihan) terdapat 4 indikator. Dimensi jaminan yang menjadi prioritas utama terdapat 2 indikator. daya tanggap terdapat 1 indikator, bukti fisik perlu dipertahankan pelaksanaannya terdapat 1 indikator, kehandalan dinilai kurang penting oleh pelanggan, sedangkan empati dianggap berlebihan pelaksanaannya terdapat 1 indikator. This research was conducted because the results of the pre-research conducted by the author included 9 out of 10 guests satisfied with the waiter's physical evidence, 7 out of 10 guests were satisfied with the reliability of the waiter, 7 out of 10 guests were satisfied with the waiter's grasping power, 8 out of 10 guests were satisfied with the guarantee waiter, 8 out of 10 guests are satisfied with waiter empathy. The purpose of this study was to determine the analysis of guest satisfaction on the performance of waiters at the Ebony Hotel Mercure Pontianak Restaurant. The problem in this study is how to measure the analysis of guest satisfaction at the Ebony Hotel Mercure Pontianak Restaurant using the Servqual Method, (IPA) and (PGCV). Time for research February - March 2023. The data collection method in this study used a questionnaire and accidental sampling. The population in this study were guests who visited the restaurant from February to March 2023 and a sample of 50 guest respondents who came to the restaurant. Data were analyzed using the service quality method (ServQual). Importance - Performance Analysis (IPA), PGCV (Potential Gain Customer Value). From the results of the study it was found that the Conformity Index Level (TKI) of guest perceptions of the waiter's performance at the Ebony Hotel Mercure Pontianak Restaurant from the 50 respondents studied was 97.75%. Based on the Servqual Gap positive there are 3 indicators and 12 indicators on the negative gap. Based on the analysis (IPA) in quadrant A (Top Priority) there are 3 indicators, quadrant B (Maintain Achievement) there are 3 indicators, quadrant C (Low Priority) there are 5 indicators and quadrant D (Excessive) there are 4 indicators. There are 2 indicators for guarantee dimensions that are the top priority. responsiveness has 1 indicator, physical evidence needs to be maintained, there is 1 indicator, reliability is considered less important by the customer, while empathy is considered excessive, the implementation has 1 indicator.
Upaya Manajemen Dalam Rangka Peningkatan Revenue dan Kualitas Makanan di Azul Beach Club Legian I Putu Fajar Eka Febryanta; Firman Sinaga; Moch Nur Efendi
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 4 No. 7 (2025): Jurnal Ilmiah Pariwisata dan Bisnis Juni 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v4i7.1038

Abstract

Pariwisata di Bali dari dulu terkenal akan keindahan budaya dan alam yang disuguhkan yang menjadi daya tarik datangnya wisatawan baik domestik maupun mancanegara, untuk menunjang hal tersebut industri pariwisata di Bali juga melakukan pengembangan seperti pembangunan fasilitas pendukung seperti adanya pembangunan berbagai macam akomodasi yang mendukung kegiatan para wisatawan yang ada di Bali. Salah satu akomodasi yang dibangun adalah restoran yang bertaraf Internasional dengan segala pelayanan, menu dan fasilitas yang mendukung tamu untuk menikmati makanannya, kemudian restoran mengalami perubahan dengan memadukan untuk menikmati pemandangan, menikmati makanan sekaligus berpesta maka terciptalah ide untuk membuat beach club, salah satu beach club yang ada di Bali adalah Azul beach club yang terletak tepat di seberang pantai Legian Bali. Selayaknya sebuah perusahaan Azul beach club selalu berusaha untuk mendapatkan pendapatan sebesar-besarnya yang dapat didukung dengan beberapa hal salah satunya adalah peningkatan kualitas produk yang mereka jual yang merupakan salah satu hal terpenting mengingat dari produk inilah adanya ulasan dari para pengunjung yang kemudian akan menjadi sebuah referensi bagi tamu lainnya untuk berkunjung. Oleh sebab itu pihak manajemen Azul beach club melakukan berbagai upaya guna meningkatkan kualitas produk mereka agar mendapatkan pendapatan yang sebanyak-banyaknya. Penelitian ini menggunakan metode penelitian kualitatif. Tujuan dari penelitian ini adalah untuk mengetahui revenue serta kualitas makanan dan upaya apa saja yang dilakukan manajemen Azul beach club untuk mencapai peningkatan kualitas makanan dan revenue, yang mana hasil dari penelitian ini diharapkan dapat menjadi acuan dalam pengambilan keputusan di pihak manajemen dan juga menjadi bahan ajar serta referensi bagi penelitian mendatang. Tourism in Bali has always been famous for the cultural and natural beauty that is presented which has become an attraction for both domestic and foreign tourists. To support this, the tourism industry in Bali has also carried out developments such as the construction of supporting facilities such as the construction of various types of accommodation to support the activities of tourists. those in Bali. One of the accommodations built is an international standard restaurant with all services, menus and facilities that support guests to enjoy their food, then the restaurant underwent a change by combining to enjoy the view, enjoy the food as well as party, so the idea was created to create a beach club, one of the beach clubs in Bali is the Azul beach club which is located right across from Legian Bali beach. As a company, Azul beach club always tries to get as much revenue as possible which can be supported by a number of things, one of which is improving the quality of the products they sell which is one of the most important things considering that this product has reviews from visitors which will then become a reference. for other guests to visit. Therefore, the management of Azul Beach Club is making various efforts to improve the quality of their products in order to get as much income as possible. This study used qualitative research methods. The purpose of this research is to find out revenue and food quality and what efforts have been made by the management of Azul Beach Club to achieve an increase in food quality and revenue, which the results of this research are expected to be a reference for in decision-making on the part of management and also become teaching material. as well as references for future research.
Green Tourism: A Strategy for Realizing an Environmentally-Based Wonderful Indonesia Firman Sinaga; Komang Shanty Muni Parwati; Febianti; Komang Trigita Juliastari; Firlie Lanovia Amir
Jurnal Teknologi dan Manajemen Industri Terapan Vol. 4 No. 3 (2025): Jurnal Teknologi dan Manajemen Industri Terapan
Publisher : Yayasan Inovasi Kemajuan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55826/jtmit.v4i3.1518

Abstract

The tourism sector is a fundamental pillar of Indonesia's national economy, contributing crucially to Gross Domestic Product (GDP) growth and job creation. However, amidst the acceleration of tourist arrivals, a serious threat emerges in the form of ecosystem degradation that could erode the identity of "Wonderful Indonesia." This study aims to analyze the implementation strategy of Green Tourism as a vital instrument in realizing sustainable, environmentally-based tourism in Indonesia. Using descriptive qualitative methods and policy analysis, this study explores the synergy between government regulations, the readiness of environmentally friendly infrastructure, and local community involvement in preserving natural assets. The study results indicate that the transition to green tourism is no longer merely an ethical option but a strategic necessity to maintain Indonesia's global competitiveness in the eyes of international tourists who are now highly aware of sustainability issues. Green tourism strategies have proven effective in mitigating the destructive impacts of mass tourism while creating long-term economic value through biodiversity preservation and strengthening local culture. This study recommends stricter integration of green certification policies at the regional level and the use of digital technology to monitor environmental carrying capacity in priority destinations.
Identification of the Potential of Bali Oka Wedding Organizer as a Supporting Product for MICE Tourism in Bali Devi Triana Puspa; Susanti, Putu Herny; Firman Sinaga
International Journal of Educational Research Excellence Vol. 5 No. 2 (2026): July-December
Publisher : PT Inovasi Pratama Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55299/ijere.v5i2.1841

Abstract

Bali Oka Wedding Organizer integrates traditional Balinese wedding ceremonies with modern service standards, positioning itself not only as a wedding service provider but also as a cultural attraction that contributes to incentive tourism and event tourism. The research employs a descriptive qualitative approach combined with SWOT analysis, using online questionnaires distributed to clients, vendors, internal crews, and both domestic and international tourists. Findings reveal that the main strengths of Bali Oka lie in operational stability, service digitalization, and strong support from local communities and artists. Weaknesses include limited cultural-based certification, vendor coordination issues, and inconsistent global branding. External factors present significant opportunities through destination wedding trends, government support, and multi-stakeholder collaboration, while threats arise from competition with international wedding organizers and limited digital promotion. The identification highlights Bali Oka Wedding Organizer’s strategic role as a supporting product for MICE Tourism in Bali, with recommendations to strengthen branding, enhance human resource competencies, and optimize digitalization to remain competitive in the global wedding tourism market.
Co-Authors Amir, Firli Lanovia Amir, Firlie Lanovia Andani , Desak Komang Tri Anggriawan , Egi Saltia Arif Aidil Adha Asmidana, Samuel Hagi Bagus Putu Wahyu Nirmala Bernadetha, Maria Bondan Pambudi Christanto, I Putu Ari Grace Devi Triana Puspa Devi, Ni Kadek Sintya Loka Dwiatmojo, A Rinto Efendi, Moch Nur Febianti Firli Lanovia Amir Firlie Lanovia Amir Fitriani, Saroh Francisca Titing Koerniawaty Gede Yudiya Permana Gusti Ngurah Yoga Semadi Hendrajana, I Gusti Made Riko I Gusti Made Riko Hendrajana I Gusti Made Riko Hendrajana I Gusti Made Suka Arnawa I Ketut Gde Nata Adi Putra I Made Darsana I Nyoman Kanca I Putu Fajar Eka Febryanta I Wayan Lanang Nala I Wayan Putra Aditya I Wayan Restu Suarmana, I Wayan Restu Imaddudin, Imaddudin Juniartha, I Made Erik Kasiani, Kasiani Kimberley Kimberley Koerniawaty, Francisca Titing Komang Trigita Juliastari Komang Trigita Juliastri Krisnaputra, Gede Rendi Kurniawan, I Gede Wahyu Antara Lanovia Amir, Firlie Liestyowati Luh Eka Susanti Made Widya Paramitha Masih, Ni Ketut Moch Nur Efendi Moch Nur Efendi Mohamad Tamrin Muhammad Ali, H. Ni Luh Supartini Novita Indriani Nur Efendi, Moch. Pambudi, Bondan Pantiyasa, I Wayan Paramita, Putu Dian Yuliani Paramitha, Made Widya Parwati, Komang Shanty Muni Pemayun, I Dewa Gede Ari Putra, A.A. Gede Bagus Sedana Putu Diva Krisna Maharani Putu Eka Wirawan Putu Eka Wirawan Riko Hendrajana, I Gusti Made Robiatul Adawiyah Sabalius Uhai Sanjaya, I Wayan Kiki Santi Palupi, Santi Saroh Fitriani Sasmita, Ayu Widiya Semara, I Made Trisna Suadnyana, I Wayan Suarja, I Ketut Sudiarta, Made Sukmana, Eman Sumawidari, Ida Ayu Ketut Susanti, Putu Herny Swandewi, Putu Anindya Utik Kuntariati Vena Maria Jessica Noya Wahyuni, Luh Mei Widhyadanta, I Gede Dirga Surya Arya Widyaningsih, Ni Kadek Ari Zulfan, Muhammad