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Service Quality Of Room Attendant and Guest Satisfaction at The St. Regis Bali Resort Ni Luh Apriliani Putri; I Gusti Made Wendri; I Nyoman Mei Rejeki
Jurnal Sains Terapan Pariwisata Vol. 6 No. 2 (2021): Jurnal Sains Terapan Pariwisata
Publisher : Politeknik Sahid

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Abstract

The purpose of this study was to determine the quality of room attendant service to increase guest satisfaction at The St. Regis Bali Resort and to find out which indicators need to be improved and maintained regarding the quality of service provided by the room attendant staff at The St. Regis Bali Resort. Data collection methods used are observation, questionnaires and literature study. The sample used in this study amounted to 70 respondents with the method of determining the sample, namely accidental sampling. The data was obtained through distributing questionnaires and then tested for validity and reliability. The analytical techniques used in this research are servqual (service quality), and IPA (Importance Performance Analysis). The results of Servqual (service quality) show that the gap of positive servqual scores is more than the gap of negative servqual scores. The servqual results indicate that the quality of room attendant service at The St. Regis Bali Resort as a whole has shown good service. The results of the Importance Performance Analysis show indicators that need to be improved in service quality shown through service attributes/indicators room cleanliness (BL1) and service attributes of room attendant knowledge in understanding a job (J1). Meanwhile, indicators that need to be maintained in service quality are seen through service attributes room attendant appearance (BL2), service attribute condition of room facilities (BL3), service attribute the hospitality of the room attendant in providing services (K2).
Marketing Strategies And Food And Beverage Sales At Vila Lumbung I Putu Dio Oscar Pramudia; Ni Putu Wiwiek Ary Susyarini; I Nyoman Mei Rejeki; Ni Nyoman Triyuni
Jurnal Sains Terapan Pariwisata Vol. 6 No. 3 (2021): Jurnal Sains Terapan Pariwisata
Publisher : Politeknik Sahid

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Abstract

This study is to identify the strengths and weaknesses of internal factors, to identify opportunities and threats from external factors, and to assess the appropriate strategies to be applied at Vila Lumbung, Bali, Indonesia. Data collection methods used are participant observation, structured interviews, questionnaires and documentation. The analysis techniques used in this study are descriptive qualitative analysis, Internal Factor Analysis Summar (IFAS) Matrix, External Factor Analysis Summary (EFAS) Matrix, Internal-External Matrix (IE), SWOT analysis and Quantitative Strategic Planning Matrix (QSPM) analysis. There are internal and external factors that influence the marketing strategy to increase food and beverage sales which carried out by the sales marketing and F&B staff at the Vila Lumbung. Based on the results of IFAS matrix analysis, the main strength are strategic location and employee hospitality in providing services, while the main weaknesses is complete facilities to support marketing strategies to increase food and beverage sales. Based on the results of the EFAS matrix analysis, it is known that the main opportunity is the hospitality of the local people, while the main threat faced are consumer spending patterns and global economic conditions. The results of the IE Matrix research, show that the company was place in the Growth (Cell V) position. The SWOT analysis resulted in 9 alternative marketing strategies, from that 9 strategies obtained by 3 marketing strategies that were prioritized and were calculated through the QSPM Matrix, with a total TAS 347.50, 315.14, and 307.65.