IImplementation of Catur Paramita Values on Service Quality for Guest Satisfaction at Pangi Restaurant, b Hotel Bali and Spa

Swendra, I Made and Nadra, Nyoman Mastiani and Triyuni, Ni Nyoman (2022) IImplementation of Catur Paramita Values on Service Quality for Guest Satisfaction at Pangi Restaurant, b Hotel Bali and Spa. Repositori Politeknik Negeri Bali.

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Abstract

This study aims to determine the implementation of Catur Paramita values on the quality of services that need to be improved and maintained for guests’ satisfaction at Pangi Restaurant, b Hotel Bali and Spa. The data in this study were collected through questionnaires, observations, literature studies, interviews, and documentation. Primary data collection was carried out using reliable and valid research instruments that considered the dimensions and indicators of gap analysis and Important Performance Analysis, which had been modified based on the research location. The main analysis of this research uses the method Importance-Performance Analysis. The analysis results show positive and negative gaps between customer expectations and perceptions, with an average satisfaction value of 4.81 for the average value of perception and 4.75 for the average value of guest expectations, which means very good and shows customer satisfaction. However, the gap analysis shows that several variables require improvement. Two indicators need to be prioritized; namely, the X2.2 indicator regarding The waiter serves the process of welcoming guests at the restaurant, taking orders, serving food and drinks, giving bills, and giving farewells to guests in a friendly and wholehearted man-ner, referring to the value of Mudita in Catur Paramita and X3.1 indicator regarding waiters with sincere smiles providing fast and appropriate service to guests, referring to the Upeksa value in Catur Paramita, this is due to the covid -19 pandemic it is difficult to get staff who work fully like services during normal situations before the pandemic where the service provided is very maximum. It is inseparable from the hotel management policy by rationalizing the number of hotel employees due to financial constraints dur-ing the pandemic. Therefore, this service must be improved immediately so guests can get maximum service by internalizing the local values of Catur Paramita wisdom to create resilience of waiters in providing excellent service, including difficult conditions during the covid-19 pandemic.

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