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This Author published in this journals
All Journal Journal of Applied Sciences in Travel and Hospitality International Journal of Green Tourism Research and Applications
Ida Ayu Ketut Sumawidari
Politeknik Negeri Bali
Social Sciences

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Analysis of guest satisfaction through the service quality of the Aloha department at Aloft Bali Seminyak Gede Aditya Gunawan; Budi Susanto; I Nyoman Meirejeki; Ida Ayu Ketut Sumawidari
Journal of Applied Sciences in Travel and Hospitality Vol. 5 No. 1 (2022): JASTH: Journal of Applied Sciences in Travel and Hospitality
Publisher : Unit Publikasi Ilmiah, P3M, Politeknik Negeri Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (411.756 KB) | DOI: 10.31940/jasth.v5i1.30-40

Abstract

This research discusses the assessment of guest satisfaction through the service quality that is provided by the Aloha department at Aloft Bali Seminyak. This research aim is to identify if the guest expectations match with the guest experience (perception) regarding the service quality provided by the Aloha department at Aloft Bali Seminyak and to analyze the indicators needed to be maintained and improve to enhance the service quality of the Aloha department. The data used in this research are quantitative. The method of data collection was observation and questionnaire. The total of respondents used in this research is 80 respondents with the incidental sampling method. Data analysis techniques applied in this research are Service Quality (ServQual) and Importance-Performance Analysis which use Cartesian diagrams. The result of the research indicates 4 indicators resulting negative gap, 11 indicators resulting positive gap, and 1 indicator with zero gaps between guest perception and expectation. The importance-Performance analysis found 3 indicators on Quadrant A which the major weakness need improvement, those indicators are cleanliness of the lobby area, the ability of the Aloha talent to provide fast and precheck-ink & check out services, and recognition of the guest name by the Aloha talent. However, there are 4 indicators found on Quadrant B as a major strength of services and they need to be maintained to make guest satisfaction.
Analysis of guest satisfaction through the service quality of the Aloha department at Aloft Bali Seminyak Gede Aditya Gunawan; Budi Susanto; I Nyoman Meirejeki; Ida Ayu Ketut Sumawidari
Journal of Applied Sciences in Travel and Hospitality Vol. 5 No. 1 (2022): JASTH: Journal of Applied Sciences in Travel and Hospitality
Publisher : Unit Publikasi Ilmiah, P3M, Politeknik Negeri Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31940/jasth.v5i1.30-40

Abstract

This research discusses the assessment of guest satisfaction through the service quality that is provided by the Aloha department at Aloft Bali Seminyak. This research aim is to identify if the guest expectations match with the guest experience (perception) regarding the service quality provided by the Aloha department at Aloft Bali Seminyak and to analyze the indicators needed to be maintained and improve to enhance the service quality of the Aloha department. The data used in this research are quantitative. The method of data collection was observation and questionnaire. The total of respondents used in this research is 80 respondents with the incidental sampling method. Data analysis techniques applied in this research are Service Quality (ServQual) and Importance-Performance Analysis which use Cartesian diagrams. The result of the research indicates 4 indicators resulting negative gap, 11 indicators resulting positive gap, and 1 indicator with zero gaps between guest perception and expectation. The importance-Performance analysis found 3 indicators on Quadrant A which the major weakness need improvement, those indicators are cleanliness of the lobby area, the ability of the Aloha talent to provide fast and precheck-ink & check out services, and recognition of the guest name by the Aloha talent. However, there are 4 indicators found on Quadrant B as a major strength of services and they need to be maintained to make guest satisfaction.
Vegan menu marketing strategies for tourists to support green tourism in Loving Hut Restaurant in Denpasar Bali Ida Ayu Ketut Sumawidari; Made Sudarmini; I Wayan Pugra; Nyoman Mastiani Nadra; Ida Ayu Kade Werdika Damayanti; Ni Putu Wiwiek Ary Susyarini
International Journal of Green Tourism Research and Applications Vol. 5 No. 2 (2023): December 2023
Publisher : Politeknik Negeri Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31940/ijogtra.v5i2.129-137

Abstract

The purpose of this study is to formulate a marketing strategy for vegan menus for tourists to support green tourism for Loving Hut restaurants in Denpasar. Data were collected using interviews, observations, questionnaires, and documentation. Then the data obtained were analyzed using: descriptive statistics, qualitative descriptive, IFE matrix, EFE matrix, IE matrix and SWOT analysis. The results of the analysis show that (1) tourists' perceptions of the vegan menu of non-animal products at Loving Hut restaurants are in the good category; (2) Loving Hut Restaurant in Denpasar is in cell II of the IE matrix, namely a growth strategy with product development through product differentiation or innovation is the right strategy. Alternative strategies that can be done are (a) expanding the market; (b) increasing promotional activities; (c) set competitive prices; (d) maximize the use of space; (e) adding suppliers; (f) improve services; and (g) improving the quality of human resources. There are several suggestions that can be given to improve the business going forward, including (1) utilizing e-commerce (social media, web) for promotion; (2) establish cooperation with existing travel agencies; (3) involve employees in trainings held by the government/educational institutions; (4) making product packages; and (5) recruiting marketers. It appears that Loving Hut restaurant can position itself strategically for growth through product development with a focus on differentiation and innovation.
Co-Authors Budi Susanto Gede Aditya Gunawan I Nyoman Meirejeki I Wayan Pugra Ida Ayu Kade Werdika Damayanti Made Sudarmini Ni Putu Wiwiek Ary Susyarini Nyoman Mastiani Nadra