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p-Index From 2021 - 2026
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All Journal Gema Wiralodra Journal of Commerce Management and Tourism Studies
Lily Marheni
Politeknik Negeri Bali, Indonesia
Humanities Economics, Econometrics & Finance Social Sciences Other

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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

Abstract

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.
Bank Responsibility to Customers Due to Unauthorized Actions by Debt Collectors in Resolving Bad Credit Cards I Gusti Ayu Widiadnyani; Muhammad Panji Mahardika; Lily Marheni; Nyoman Sukayasa
Gema Wiralodra Vol. 17 No. 1 (2026): Gema Wiralodra
Publisher : Universitas Wiralodra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31943/gw.v17i1.892

Abstract

Credit cards offer significant convenience in making payments. However, many customers in Indonesia are currently delinquent on their credit card payments. Bank Indonesia regulations permit the use of debt collection services, but they must be legally accountable if a debt collector commits an unlawful act. This research addresses two main issues: the legal relationship between banks and debt collectors in resolving bad credit card debts and the bank's liability for the debt collector's unlawful actions in resolving bad credit cards. This study employed normative research as its research methodology. This seeks to determine the truth about the bank's obligation to consumers for the illegal acts of debt collectors in settling faulty credit cards, based on the normative side of legal logic. In order to resolve bad credit cards, banks and debt collectors have a legal connection based on a power of attorney agreement. Additionally, the bank is liable for the illegal activities carried out by the debt collector in order to resolve faulty credit cards. This is because the bank and the debt collector have a legal relationship.
Co-Authors Anak Agung Ayu Mirah Kencanawati Basu Dev Lamichhane I Gusti Ayu Widiadnyani Md. Emran Uddin Muhammad Panji Mahardika Ni Nyoman Supiatni Nyoman Sukayasa Sandeep Kumar Zurul Aisya Osman