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All Journal JURNAL ECONOMINA Return : Study of Management, Economic and Bussines
Eka Rakhmat Kabul
Universitas Persada Indonesia YAI, Indonesia
Economics, Econometrics & Finance

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Integrated Approach of QFD Matrix, Servqual and Kano Models For Human Resources Analysis in Non Star Hotel Service Quality Eka Rakhmat Kabul; Marhalinda Marhalinda; Herminda Herminda; Nurina Nurina; Harry Ganda Wijaya
Return : Study of Management, Economic and Bussines Vol. 2 No. 5 (2023): Return : Study of Management, Economic And Bussines
Publisher : PT. Publikasiku Academic Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57096/return.v2i05.103

Abstract

The hotel industry, especially non-star hotels, is experiencing the development of very tight competition where consumers prioritize service quality in addition to very low prices, which demands the readiness of their human resources. Identify and analyze matters that need to be considered by lodging managers regarding consumer perceptions of the quality of lodging services for service improvement and increasing the readiness of its human resources. This research uses an integrated approach from the QFD Matrix, Servqual and the Kano Model to find out what things (WHATs) are the main problems of consumer complaints and how (HOWs) overcome these consumer complain its focusing on the human resource aspect. There were 16 service attributes from the results of interviews with consumers and brainstorming with inn managers which were then analyzed using the Servqual and Kano Model, it turned out that 10 service attributes did not meet the level of customer expectations and became the WHATs submatrix in QFD. The largest Level of Interest and Percentage of Interest in the HOW sub-matrix (above 10%) is on human resource issues so that service quality improvements are focused on these matters. The research is limited to the case of one of the cheap lodgings as well as limitations on interviews with respondents and hotel managers who are determined randomly. Analysis of service quality was carried out on all service attributes from the results of interviews, but the discussion was only discussed on service attributes that had the highest interest percentage above 10% in the aspect of human resources. Research on human resource aspects of service quality in the hospitality industry by integrating the QFD Matrix, Servqual and Kano Models.
Organizational Capability as a Mediator of the Effects of Social Innovation, Collaborative Culture, and Good Youth Governance on Youth Organizational Competitiveness Rahmad Firdaus; Eka Rakhmat Kabul; Rahayu Endang Suryani; Suhardi Suhardi
JURNAL ECONOMINA Vol. 5 No. 8 (2026): JURNAL ECONOMINA, Agustus 2026
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi 45 Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/economina.v5i8.3770

Abstract

The competitiveness of youth organizations has become increasingly important in supporting youth participation and sustainable organizational development. This study aims to examine the effects of Social Innovation, Collaborative Culture, and Good Youth Governance on Youth Organizational Competitiveness, with Organizational Capability serving as a mediating variable. This study employed a quantitative approach using an explanatory research design. Data were collected from 200 members of youth organizations in Pangkalpinang City, Indonesia, selected through purposive sampling. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.118. The results indicate that Social Innovation, Collaborative Culture, and Good Youth Governance have positive and significant effects on Organizational Capability and Youth Organizational Competitiveness. In addition, Organizational Capability has a positive and significant effect on Youth Organizational Competitiveness and partially mediates the relationships between the three independent variables and organizational competitiveness. These findings highlight the importance of strengthening organizational capability through innovation, collaboration, and good governance to improve the competitiveness of youth organizations. This study contributes to the development of organizational management literature and provides practical recommendations for policymakers and youth organizations in enhancing organizational competitiveness.
Co-Authors Harry Ganda Wijaya Herminda Herminda Marhalinda Marhalinda Nurina Nurina Rahayu Endang Suryani Rahmad Firdaus Suhardi Suhardi