ANALISA HARAPAN DAN PERSEPSI ASIAN TOURIST DAN WESTERN TOURIST TERHADAP KUALITAS LAYANAN HOTEL DI BALI - Michelle Michelle; Thresya Thresya (Jurnal Hospitality dan Manajemen Jasa, 2018)
Penelitian ini dilakukan untuk mengetahui bagaimana persepsi dan harapan Asian Tourist dan Western Tourist terhadap kualitas layanan yang diberikan oleh hotel bintang 4 atau 5 di Bali. Dimensi kualitas layanan dalam penelitian ini adalah Tangible, Empahty, Responsiveness, Reliability dan Assurance. Teknik analisis data yang digunakan dalam penelitian kuantitatif ini adalah SPSS. Hasil penelitian menunjukkan bahwa adanya gap antara harapan dan persepsi Asian Tourist dan Western Tourist, adanya perbedaan signifikan harapan antara Asian Tourist dan Western Tourist, tidak adanya perbedaan signifikan persepsi antara Asian Tourist dan Western Tourist dan tidak adanya perbedaan signifikan antara harapan dan persepsi Asian Tourist dan Western Tourist.   Kata Kunci:Asian Tourist, Western Tourist, Kualitas Layanan, Tangible, Empathy, Responsiveness, Reliability, Assurance, Gap.             This research was being done to know how the perceptions and expectations of Asian and Western Tourist on the service quality of 4 or 5 stars hotel in Bali. The service quality included Tangible, Emphaty, Responsiveness, Reliability and Assurance. Data analysis technique that was used in this quantitative research was SPSS. The result of this research showed that Gaps occur between Asian Tourist and Western Tourist Perceptions and Expectation, there are significant differences of Expectation between Asian Tourist and Western Tourist, no significant differences of Perception between Asian Tourist and Western Tourist and no significant differences between Asian Tourist and Western Tourist Perceptions and Expectation. Keywords:Asian Tourist, Western Tourist, Service Quality, Tangible, Empathy, Responsiveness, Reliability, Assurance, Gap.