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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.

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

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.

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.

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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