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All Journal Jurnal Manajemen Pelayanan Hotel International Journal of Economics, Management, Business, and Social Science
Prawiraharja, Ananto
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences Other

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The Influence of Facilities And Service Quality on Customer Satisfaction at Mercure Serpong Alam Sutera Hotel Kusumaningrum, Anisa Putri; Pradini, Gagih; Prawiraharja, Ananto
INTERNATIONAL JOURNAL OF ECONOMICS, MANAGEMENT, BUSINESS, AND SOCIAL SCIENCE (IJEMBIS) Vol. 3 No. 3 (2023): September 2023
Publisher : CV ODIS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59889/ijembis.v3i3.214

Abstract

Hotels today are facing increasing competition in the hospitality industry, so it is important to understand the factors that affect customer satisfaction. Based on one To determine the effect of facilities on customer satisfaction at Mercure Serpong Alam Sutera Hotel, to determine the effect of service quality on customer satisfaction at Mercure Serpong Alam Sutera Hotel and to determine the effect of facilities and service quality together on customer satisfaction at Mercure Serpong Alam Sutera Hotel. This study used a quantitative approach with the number of samples taken, which was 100. Quantitative methods consider human nature predictable from various facts such as ilmial, social, and measurable. Data sources were taken based on primary data and secondary data, it can be concluded that "The Effect of Facilities and Service Quality on Customer Satisfaction at Mercure Serpong Alam Sutera Hotel" has a positive and significant influence
THE ROLE OF ROOM ATTENDANTS ON CUSTOMER SATISFACTION AT THE IBIS ACARDIA HOTEL JAKARTA Prawiraharja, Ananto; Fakihuddin, Muhammad
Jurnal Manajemen Pelayanan Hotel Vol 6 No 2 (2022): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.060202

Abstract

The purpose of writing this research is to determine the role of the room attendant on customer satisfaction at the Ibis Arcadia Jakarta hotel. Hotel is one type of accommodation that used by many tourists as a place to stay, eat, drink and various services and other facilities with payment. Hotel business continues to grow rapidly in Indonesia. Guest service is one of the most influential things for the guest experience. The department at the hotel whose role to provide guest services so that they feel satisfied and want to visit again is the room attendant. In carrying out his duties, the room attendant is directly related to all hotel guests and as a good room attendant, he must be able to give positive first impressions. The type of research method used in this journal is qualitative. Researchers look for information or data sources from reviews about how room attendants provide good service to every guest who comes to the Ibis Arcadia Hotel Jakarta. Based on observations by researchers, researchers found that the room attendant had performed their duties and responsibilities quite well in accordance with the standards set by the hotel. However, it would be better to improve the cleanliness of the room attendant, because the room attendant has an important role in cleaning and maintaining guest rooms Keywords: Customer Satisfaction, Hotel, Room Attendant
Co-Authors Fakihuddin, Muhammad Kusumaningrum, Anisa Putri Pradini, Gagih