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All Journal Journal of Business Strategy and Execution CommIT (Communication & Information Technology) Rubikon: Journal of Transnational American Studies FIAT JUSTISIA: Jurnal Ilmu Hukum MONOGRAF Jurnal Pengabdian Kepada Masyarakat Sakai Sambayan Dharmakarya : Jurnal Aplikasi Ipteks Untuk Masyarakat Seminar Nasional Informatika (SEMNASIF) ELINVO (Electronics, Informatics, and Vocational Education) PADJADJARAN Jurnal Ilmu Hukum (Journal of Law) Jurnal Konstitusi BASIS (BAHASA DAN SASTRA INGGRIS) JURNAL PENDIDIKAN TAMBUSAI ComTech: Computer, Mathematics and Engineering Applications Apollo Project: Jurnal Ilmiah Program Studi Sastra Inggris SULTANIST: Jurnal Manajemen dan Keuangan Community Engagement and Emergence Journal (CEEJ) Fitrah: Jurnal Studi Pendidikan Jurnal Ide Bahasa Perspektif : Jurnal Ilmu Administrasi Elektrika Borneo Jurnal Kajian Ilmiah Journal of Industrial Engineering & Management Research (JIEMAR) Jurnal Ilmu Agama dan Pendidikan Agama Buddha (JIAPAB) Sibatik Journal : Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan Journal of Education Research AS-SIYASI JOURNAL OF CONSTITUTIONAL LAW Jurnal Pustaka Mitra : Pusat Akses Kajian Mengabdi Terhadap Masyarakat Jurnal Abdi Masyarakat Humanis Altifani : Jurnal Pengabdian Masyarakat Ushuluddin, Adab, dan Dakwah JAKBS JURNAL MITRA MANAJEMEN Indonesian State Law Review (ISLRev)
Rudy Rudy
Tarumanagara University
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Journal : Journal of Industrial Engineering

 1 
IDENTIFYING CUSTOMER BEHAVIOR IN HOSPITALITY TO DELIVER QUALITY SERVICE AND CUSTOMER SATISFACTION Harnjo, Edward; Rudy, Rudy; Simamora, Javerson; Hutabarat, Linda Rotua; Juliana, Juliana
Journal of Industrial Engineering & Management Research Vol. 2 No. 4 (2021): August 2021
Publisher : AGUSPATI Research Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1182.253 KB) | DOI: 10.7777/jiemar.v2i4.167

Abstract

Hospitality is the largest and fastest growing industry in the world. The hospitality industry offers the best service and the best foods which provide in hotel. Many ways are done to increase the quality of service and food in hotel to get customer’s satisfaction. A hotel has many departments for its operational activities. One of them is Food and Beverage Department. Food and Beverage Department has important responsibility to maintain the quality of food and beverage service and product. Food and Beverage Department has many subdivisions that are responsible for maintaining the duties of each division. Consumer behavior is the decision-making process by consumers in selecting, buying, using, and taking advantage of product service or experience to satisfy consumers’ needs and desires. In this research, the author will discuss Customer Behavior at the Hotel JW Marriott Medan that aims to know more about customer characteristics and how to deal with them to give customer satisfaction. Based on the research, the authors also discussed about the regular guest who stayed in our hotel, about what they expect in five star hotels and how the staff look affect the perception of the hotel that in the end hotel to all these solutions that might be used as a input to the hotel. This research is expected to give a boost for hotel to resolve the problem and improve the quality of service the banquet aims to get customer satisfaction. The reader is expected to end this task can give information about the customers at JW Marriott Medan.. Keywords: Hospitality, quality service, customer satisfaction, customer behavior
Co-Authors A, Ryan M A.A. Ketut Agung Cahyawan W AA Sudharmawan, AA Abdul Muis Prasetia, Abdul Muis Abraham, George Aryanto Ady Inrawan ahmad arifin Ali, Chaidir Aman, Anwar Andi Kusnadi Anma Hari Kusuma, Anma Hari Br. Ginting, Greace Naomi Budi Satria Charlyna Purba, Charlyna Christina Amianco Thee, Christina Amianco Christina Desi, Christina Damana, I Ketut Darwin Lie Dian Syahfitri Diki Ruspendi Dorothy Rouly H. Pandjaitan Dyah Budiastuti2, Dyah Edi Mulyadi Efendi Efendi Eka Miranda, Eka Eli Suryani Endah Budiarti Fata Nidaul Khasanah Ferdianto, Ferdianto Fransisca Fransisca G. Gani, Alcianno Gani Grace, Grace H., Nicholas Harnjo, Edward Haudi, Haudi Havis, Muhammad Helvi Yanfika Henrik Henrik, Henrik Hutabarat, Landa Kro Hutabarat, Linda Rotua Indriyanto, Kristiawan Ishak Eko Hadi T, Ishak Eko Isharyanto Isharyanto Jackson Jackson, Jackson Jatayu Jiwanda DL Juliana, Juliana Jusrin Efendi Pohan Kemanya Karbono Kurniali, Sartika Lauw Melissa Lauwis, Lauw Melissa Lusmeilia Afriani Martha Riananda Martina Anggi Silova Nancy Octavia, Nancy Natalia Limantara, Natalia Natamiharja, Rudi Novitriana Tjong, Novitriana Nurismalatri, Nurismalatri O., Anita Octaffany, Octaffany Parjono, Parjono Phalipi, Syahnan S Priyanto, Aria Aji Rapani, Alaidin Resyatia, Ria Ria Wierma Putri, Ria Wierma Rifandy Ritonga Sabardiman, Ken Sabatira, Febryani Sabur, Ambuy Sadiatmi, Rini Samosir, Irvan Ricardo .N. Saputro Edi Hartono Sembiring, Yenita Br. Sihombing, Tuti Susianti Simamora, Javerson Simanjuntak, Felix Immanuel Simanjuntak, Zetro Panigoro Sirait, Rosana Junita Siregar, Amril Ma’ruf Suhifatullah, M. I. Suryanti T., Theodore Silvie Teguh Trianton Telaumbanua, Sadieli Tondang, Novita Srydevi Tri Harsoyo, Tri Umar, Muh Rizqy Untari, Dhian Tyas utia meylina, utia Vivi Pusita Sari A.P, Aulia Oktarizka W., Anita P. Wierma Putri, Ria Wijoyo, Alex Chandra Wirawan, M. Yusuf Yohanna, Yohanna Yuliandari, Puspita