Implementation of E-Service Quality Front Office Department in Increasing Guest Satisfaction at The Kayon Jungle Resort

Balistha, Ni Made Nitha and Sutama, I Ketut and Elistyawati, Ida Ayu (2022) Implementation of E-Service Quality Front Office Department in Increasing Guest Satisfaction at The Kayon Jungle Resort. Repositori Politeknik Negeri Bali.

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Abstract

The background of this research is to know the implementation of e-service quality Front Office Department in increasing guest satisfaction at The Kayon Jungle Resort. The data analysis techniques used in this research are serqual (service quality) and IPA (Importance Performance Analysis). The results of the research from serqual (service quality) show that the positive serqual score gap is more than the negative serqual score gap, where overall the e-service quality implemented at The Kayon Jungle Resort has provided satisfaction to guests and showed good service. Meanwhile, the results of the IPA (Importance Performance Analysis) research show that indicators that need to be improved are the availability of products displayed on electronic media (Q6) and consumer personal data protected on electronic media (Q7). Meanwhile, indicators that need to be maintained in this research are information related to credit cards or payments that can be guaranteed security carried out by FO Staff (Q8), FO Staff handle guest complaints quickly and swiftly (Q9), Hotels have a refund mechanism (refunds). for payment transactions (Q10) and the hotel has 24 hours customer service by the FO Staff (Q11).

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