Analisis Kualitas Pelayanan Receptionist Berbasis Kearifan Lokal dalam Meningkatkan Kepuasan Tamu di The St. Regis Bali Resort

Adnyana, I Dewa Ngakan Putu Widhi and Ginaya, Gede and Triyuni, Ni Nyoman (2022) Analisis Kualitas Pelayanan Receptionist Berbasis Kearifan Lokal dalam Meningkatkan Kepuasan Tamu di The St. Regis Bali Resort. Repositori Politeknik Negeri Bali.

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Abstract

This study aims to analyze the quality of receptionist services based on local wisdom at The St. Regis Bali Resort. The main focus of this study is to identify the alignment between expectations and customer perceptions of the quality of service provided by receptionist based on local wisdom to increase guest satisfaction staying at The St. Regis Bali Resort. The data in this study were collected through questionnaires with 70 respondents, observations, literature studies, interviews and secondary data. Primary data collection was carried out using reliable and valid research instruments that took into account the modified SERVQUAL dimensions and indicators based on the re-search location. The main analysis of this research uses the SERVQUAL method and Importance-Performance anal-ysis. The results of the SERVQUAL analysis show a positive and negative gap between customer expectations and perceptions. With an average satisfaction value of 4.61 which means very good and shows customer satisfaction. Based on the research results, the value of customer satisfaction is 4.61, which means that local wisdom-based receptionist services play an important role in increasing guest satisfaction.

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