Green Practice Implementation in Improving The Quality of Service at The Front Office At K Club Ubud Bali

Dewi, Ni Nyoman Angelica Kerta and Darlina, Lien and Nadra, Nyoman Mastiani (2022) Green Practice Implementation in Improving The Quality of Service at The Front Office At K Club Ubud Bali. Repositori Politeknik Negeri Bali.

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Abstract

Abstract: This research aims to finds how the implementations of green practice in an effort to enhance the service quality of the front office department at K Club Ubud Bali and to determine the indicators of green practice services that need to be improved and maintained in service quality from the front office department at K Club Ubud Bali. The method of data collection in this research was done by distributing questionnaires, interviews, observations, and documentation. The sampling technique in this research used simple random sampling. Collecting data using online questionnaires distributed to respondents. The questionnaire was processed by conducting validity and reliability tests. Subsequently, this research uses the servqual test (quality of service) and critical performance analysis (IPA) for the data analysis techniques. The results of this research indicate that the application of green practice has been carried out optimally, as shown by the results of the application of 3Rs activities. The implementation of green practice has also been carried out well which can be explained by the results of the serqual test, where the gap in the servqual test score in the form of eight question indicators produces seven gaps positive and one gap negative in the front office department at K Club Ubud Bali. Meanwhile, the results of the importance performance analysis (IPA) show that there is one indicator that needs to be improved and there is one indicator that the front office needs to maintain the quality of its services.

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