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Exploring employee satisfaction in the hospitality industry: An IPA approach to Como Uma Canggu hotel Anak Agung Ayu Mirah Kencanawati; Ni Nyoman Supiatni; Lily Marheni; Zurul Aisya Osman; Md. Emran Uddin; Sandeep Kumar; Basu Dev Lamichhane
Journal of Commerce, Management, and Tourism Studies Vol. 5 No. 1 (2026): April 2026
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v5i1.447

This study aims to evaluate the level of employee job satisfaction at CUC Hotel and to identify areas requiring improvement using the Importance Performance Analysis (IPA) method. Job satisfaction is a crucial factor in enhancing employee productivity and retention, particularly in the hospitality industry, which relies heavily on human resources. The research employs a quantitative descriptive approach with data collected through a structured questionnaire. The population of the study consists of all employees at CUC Hotel, with a sample of 67 respondents selected through probability sampling techniques. Data were analysed using descriptive statistics to determine the average scores for each indicator, followed by Importance Performance Analysis to map the satisfaction attributes into quadrants based on their importance and performance. The IPA results reveal four main attributes located in Quadrant I (high importance, low performance) of the Cartesian diagram, specifically: promotion opportunities, co-worker relationships, and supervisor relationships. These findings suggest that while these attributes are considered highly important by employees, their current performance is insufficient and requires managerial attention. The overall conformity level reached 85.56%, indicating that, in general, the job satisfaction of employees at CUC Hotel is relatively good. The study recommends that management prioritize improvement efforts on attributes within Quadrant I to maintain and enhance employee satisfaction consistently and effectively.

Exploring students’ entrepreneurial motivation and interest in developing innovative business ideas for future careers I Ketut Santra; Anak Agung Ayu Mirah Kencanawati; Ni Nyoman Teristiyani Winaya; Ni Ketut Masih; I Made Sura Ambara Jaya
Journal of Commerce, Management, and Tourism Studies Vol. 4 No. 1 (2025): Apr 2025
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v3i2.32

This study investigates the factors that influence entrepreneurial motivation and intention among Business Administration students at Politeknik Negeri Bali, focusing on the 2023 and 2024 batches. The primary aim is to understand the intrinsic and extrinsic factors shaping students' entrepreneurial intentions. A mixed-methods approach was employed, combining observation and in-depth interviews to gather qualitative data. The study examines the role of personal motivations, such as self-drive and prior entrepreneurial experiences, alongside external influences like family support and income potential. The analysis revealed that intrinsic factors, particularly self-motivation and early exposure to entrepreneurship, were more influential in fostering entrepreneurial intentions than extrinsic factors. Students with higher intrinsic motivation were more inclined to pursue entrepreneurial ventures independently. Challenges identified included a lack of practical experience and limited access to capital, which hindered students' entrepreneurial efforts. Although support from family and the local community played a role, the impact was less significant compared to personal desires and the satisfaction derived from running a business. In conclusion, intrinsic motivations are the primary drivers of entrepreneurial intention among the students, with external factors serving as secondary influences. To support students' entrepreneurial aspirations, addressing challenges like practical experience and access to resources is crucial.

Optimizing purchasing procedures for procurement at serenity spa and salon of Hotel LMB Ni Made Sudarmini; Anak Agung Ayu Mirah Kencanawati; Ni Made Rai Sukmawati; Ni Putu Ariningsih; Muhammad Ahmad Mazher
Journal of Commerce, Management, and Tourism Studies Vol. 3 No. 3 (2024): Dec 2024
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v3i2.133

This study investigates the purchasing procedures for the procurement of goods required by Serenity Spa and Salon at Hotel LMB. The research aims to identify inefficiencies and suggest improvements for a more streamlined process. Data was collected through a combination of qualitative interviews, observation, and document study with key personnel and quantitative analysis of procurement records over the past year. The findings highlight several areas where current practices fall short, particularly in supplier selection and inventory management. Recommendations include adopting a more rigorous supplier evaluation framework and implementing an automated inventory tracking system. These changes are expected to enhance operational efficiency, reduce costs, and ensure timely availability of high-quality products. The study concludes with a discussion of the potential impact on overall service quality at Serenity Spa and Salon.

Market mechanisms in the eastern part of Indonesia of PTKI company Kasiani Kasiani; I Made Sarjana; I Gusti Ngurah Sanjaya; Anak Agung Ayu Mirah Kencanawati; Lily Marheni
Journal of Commerce, Management, and Tourism Studies Vol. 3 No. 2 (2024): Aug 2024
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v3i2.200

The objectives of this research are to analyse (1) products marketed to Eastern Indonesia by PTKI company; (2) the form of organizational structure applied; (3) the market mechanism implemented; (4) tasks carried out by the leadership of the company in the area. Direct interviews with the leaders of the three regions, as well as secondary data collected through the company’s website. The analysis technique used is descriptive qualitative, namely a clear description of the market mechanism of the company in the Eastern Indonesia Region. The results of the research are (1) all the products marketed are non-food products such as skincare, sanitary napkins and detergent. (2) The company has a line organizational structure and has duties and responsibilities from superiors to subordinates. (3) The market mechanism implemented starts from looking at the population of provincial, district and sub-district areas and BPS. (4) The leadership undertakes tasks related to planning, emphasizing the importance of instilling values in consumers. This encourages them to use the company’s products, which are integrated into their lives due to their adequate quality and reasonable price. The policies under the previous leadership are largely similar to those under the new leadership, with the primary difference being in the leadership style.

The impact of QRIS implementation on the growth and competitiveness of small tourism businesses in Bali Anak Agung Ayu Mirah Kencanawati; I Made Sura Ambara Jaya; Ni Ketut Masih; Ni Nyoman Supiatni
Journal of Commerce, Management, and Tourism Studies Vol. 4 No. 3 (2025): Dec 2025
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v4i3.390

The implementation of the Quick Response Code Indonesian Standard (QRIS) has emerged as a pivotal development in the digital transformation of Indonesia’s payment systems. In Bali, a region heavily dependent on tourism, the adoption of QRIS has significant implications for the growth and competitiveness of small tourism-related businesses. This study investigates the extent to which QRIS has contributed to enhancing operational efficiency, market accessibility, and financial inclusion among micro, small, and medium enterprises (MSMEs) in the tourism sector. Using a mixed-methods approach combining quantitative survey data and qualitative interviews with small business owners in key tourist destinations such as Ubud, Seminyak, and Nusa Penida, this research identifies key drivers and challenges associated with QRIS usage. Findings indicate that QRIS adoption has reduced transaction costs, improved customer convenience, and enhanced business visibility among domestic and international tourists. Moreover, QRIS facilitates better financial record-keeping, which is instrumental in accessing microcredit and other forms of institutional support. Despite its benefits, challenges persist, particularly related to digital literacy, infrastructure availability, and inconsistent regulatory enforcement. The study concludes that while QRIS significantly boosts competitiveness and resilience among small tourism enterprises, its optimal impact depends on sustained digital education, government incentives, and inclusive policy frameworks. This paper contributes to the growing body of literature on digital payment systems and MSME development in emerging economies. It offers actionable recommendations for policymakers, financial institutions, and tourism stakeholders aiming to maximize the socioeconomic impact of QRIS in Indonesia and beyond.

Exploring employee satisfaction in the hospitality industry: An IPA approach to Como Uma Canggu hotel Anak Agung Ayu Mirah Kencanawati; Ni Nyoman Supiatni; Lily Marheni; Zurul Aisya Osman; Md. Emran Uddin; Sandeep Kumar; Basu Dev Lamichhane
Journal of Commerce, Management, and Tourism Studies Vol. 5 No. 1 (2026): April 2026
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v5i1.447

This study aims to evaluate the level of employee job satisfaction at CUC Hotel and to identify areas requiring improvement using the Importance Performance Analysis (IPA) method. Job satisfaction is a crucial factor in enhancing employee productivity and retention, particularly in the hospitality industry, which relies heavily on human resources. The research employs a quantitative descriptive approach with data collected through a structured questionnaire. The population of the study consists of all employees at CUC Hotel, with a sample of 67 respondents selected through probability sampling techniques. Data were analysed using descriptive statistics to determine the average scores for each indicator, followed by Importance Performance Analysis to map the satisfaction attributes into quadrants based on their importance and performance. The IPA results reveal four main attributes located in Quadrant I (high importance, low performance) of the Cartesian diagram, specifically: promotion opportunities, co-worker relationships, and supervisor relationships. These findings suggest that while these attributes are considered highly important by employees, their current performance is insufficient and requires managerial attention. The overall conformity level reached 85.56%, indicating that, in general, the job satisfaction of employees at CUC Hotel is relatively good. The study recommends that management prioritize improvement efforts on attributes within Quadrant I to maintain and enhance employee satisfaction consistently and effectively.

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