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All Journal Journal of Hospitality Accommodation Management
Yanti, Ni Luh Putu Dewi Trisna
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Humanities Economics, Econometrics & Finance Social Sciences

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Kualitas Pelayanan Service Express Agent di The ACC Resort Nusa Dua, Bali Yanti, Ni Luh Putu Dewi Trisna; Rastitiati, Ni Kade Juli; Putra, Dewa Gede
Journal of Hospitality Accommodation Management (JHAM) Vol. 4 No. 1 (2025): Journal of Hospitality Accommodation Management (JHAM)
Publisher : Program Studi Manajemen Divisi Kamar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jham.v4i1.1771

Abstract

This study aimed to find out the quality of Service Express Agent services at The ACC Resort, Nusa Dua, Bali. Data collection was conducted through direct interviews with the Service Express Manager, internal users, and external users at the resort. A qualitative descriptive data analysis was employed referring to the dimensions of service quality: tangibles (physical evidence), reliability, responsivenes, assurance and emphaty. The findings indicate that the overall sevice quality of the Service Express Agent is very good, particularly in the dimensions of tangibles, responsiveness, assurance and emphaty. However, there is a need for improvement in the reliability dimension, especially in addressing service delay during peak seasons or high-demand periods. To enhance service quality, ACC management should implement regular training and mentoring programs for staff.
Co-Authors Putra, Dewa Gede Rastitiati, Ni Kade Juli