Article Per Year (5 Year)
p-Index From 2020 - 2025
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This Author published in this journals
All Journal International Journal of Glocal Tourism
I Gusti Made Wendri
Tourism Business Management, Politeknik Negeri Bali, Indonesia
Arts Humanities Decision Sciences, Operations Research & Management Education Environmental Science Languange, Linguistic, Communication & Media Social Sciences Transportation

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Concierge Excellent Service to Increase Customer Satisfaction I Made Adi Dwi Cahyana Putra; I Gusti Made Wendri; I Putu Budiarta
International Journal of Glocal Tourism Vol. 1 No. 2 (2020): International Journal of Glocal Tourism - December 2020
Publisher : Catuspata Press

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Abstract

Purpose: This research aims to improve the concierge's excellent service in increasing guest satisfaction at a 5 star hotel in Legian tourist area, Kuta, Badung, Bali, Indonesia. Research methods: Data are analyzed using the theory of Service Quality (SERVQUAL) and Importance Performance Analysis which is described in the Cartesian diagram. Findings: There are negative and positive gaps between guest perceptions and expectations. The attribute that has a negative gap is the X2 variable regarding the cleanliness of the concierge area. Implication: The hotel needs to improve cleanliness of the concierge area, the ability of the concierge to carry on the promised service on time, and suitability of information needed.
Co-Authors I Made Adi Dwi Cahyana Putra I Putu Budiarta