Unlocking the Secrets to Elevating Guest Satisfaction at Hotel Griya Persada Bandungan, Semarang Regency: A Sizzling Exploration of Service and Product Quality Analysis

Authors

  • Tuwuh Adhistyo Wijoyo STIEPARI, Semarang
  • Guntur Suryaning H STIEPARI, Semarang 
  •  Julian Andriani Putri STIEPARI, Semarang 

DOI:

https://doi.org/10.56910/ictmt.v1i1.83

Keywords:

Product Quality, Service, Customer Satisfaction

Abstract

This study, conducted at Hotel Griya Persada in Bandungan, Semarang, aimed to assess and describe methods for enhancing customer satisfaction by improving the quality of both products and services. The investigation specifically focused on physical evidence, reliability, responsiveness, assurance, and empathy within the service conditions. The findings revealed that there were certain areas of service quality that needed improvement, and some products did not meet customer expectations. Data for the study was collected through interviews and analyzed descriptively. The study involved eight participants, including one manager, two employees, and five consumers. The results were expected to provide valuable insights for management and customer satisfaction. Data analysis included techniques for data validation, reduction, data presentation, and drawing conclusions. The study indicated an improvement in both product and service quality for enhancing customer satisfaction. When it comes to product quality, eight key standards were identified, including flavor, consistency, texture, nutritional content, visual appeal, aromatic appeal, temperature, and recipes. Customers generally regarded the product quality at Hotel Griya Persada in Bandungan as good, but identified areas for improvement such as consistency, texture, temperature, and recipes. Regarding service quality, there were five elements within the five quality dimensions, namely reliability, responsiveness, assurance, empathy, and tangibility. Employees acknowledged the need for improvement in certain aspects, particularly in responsiveness and empathy, to enhance consumer satisfaction in future product purchases.

Author Biography

Guntur Suryaning H, STIEPARI, Semarang 

 

 

 

References

Akhtar, N., Siddiqi, U. I., Islam, T., & Paul, J. (2022). Consumers’ untrust and behavioral intentions in the backdrop of hotel booking attributes. In International Journal of Contemporary Hospitality Management (Vol. 34, Issue 5). https://doi.org/10.1108/IJCHM-07-2021-0845

Ali, F. (2016). Hotel website quality, perceived flow, customer satisfaction and purchase intention. Journal of Hospitality and Tourism Technology, 7(2), 213–228. https://doi.org/10.1108/JHTT-02-2016-0010

Alsharari, Y. A. (2020). SERVICE QUALITY OF HOTELS SERVING SAUDI TOURISM INDUSTRY. International Journal for Quality Research, 14(4), 1003–1018. https://doi.org/10.24874/IJQR14.04-02

Brunt, P. (2001). Consumer behaviour in tourism. Tourism Management, 22(5), 579–580. https://doi.org/10.1016/S0261-5177(01)00017-6

Grobelna, A. (2013). Measurement of Service Quality in the Hotel Sector: The Case of Northern Poland. Journal of Hospitality Marketing and Management, 22(3), 313–332. https://doi.org/10.1080/19368623.2013.753816

Kandampully, J., Mok, C., & Sparks, B. (2013). Service quality management in hospitality, tourism, and leisure. In Service Quality Management in Hospitality, Tourism, and Leisure. https://doi.org/10.4324/9780203047965

Lee, M. (2020). Exploring influential factors affecting guest satisfaction: Big data and business analytics in consumer-generated reviews. Journal of Hospitality and Tourism Technology, 11(1), 137–153. https://doi.org/10.1108/JHTT-07-2018-0054

Lu, C. (2015). Service quality and customer satisfaction: Qualitative research implications for luxury hotels. International Journal of Culture, Tourism, and Hospitality Research, 9(2), 168–182. https://doi.org/10.1108/IJCTHR-10-2014-0087

Min, H. (2015). Factors Affecting Customer Satisfaction in Responses to Negative Online Hotel Reviews: The Impact of Empathy, Paraphrasing, and Speed. Cornell Hospitality Quarterly, 56(2), 223–231. https://doi.org/10.1177/1938965514560014

Preziosi, M. (2019). The role of environmental practices and communication on guest loyalty: Examining EU-Ecolabel in Portuguese hotels. Journal of Cleaner Production, 237(Query date: 2023-10-28 13:55:18). https://doi.org/10.1016/j.jclepro.2019.117659

Xu, X. (2019). Examining the Relevance of Online Customer Textual Reviews on Hotels’ Product and Service Attributes. Journal of Hospitality and Tourism Research, 43(1), 141–163. https://doi.org/10.1177/1096348018764573

Zhu, J., Rahmanita, M., Asmaniati, F., Oesman, I. E., & Rachman, A. F. (2022). Reflexivity on qualitative tourism research methodology. In Current Issues in Tourism, Gastronomy, and Tourist Destination Research (pp. 69–76). Routledge. https://doi.org/10.1201/9781003248002-10

Downloads

Published

2023-12-31

How to Cite

Tuwuh Adhistyo Wijoyo, Guntur Suryaning H, &  Julian Andriani Putri. (2023). Unlocking the Secrets to Elevating Guest Satisfaction at Hotel Griya Persada Bandungan, Semarang Regency: A Sizzling Exploration of Service and Product Quality Analysis. International Conference On Digital Advanced Tourism Management And Technology, 1(1), 415–421. https://doi.org/10.56910/ictmt.v1i1.83

Issue

Section

Articles

Similar Articles

1 2 3 4 5 6 7 > >> 

You may also start an advanced similarity search for this article.