Tourism Sciences

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Browsing Tourism Sciences by Subject "Customer Satisfaction"

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    KUALITAS PELAYANAN KARYAWAN BAR & LOUNGE PADA HOTEL PANGERAN PEKANBARU
    (2013-01-16) Anggara, Bayu
    Abstract Service is an activity or a sequence of events that occur in direct interaction between a person with another person or substitutable by serving machine, and provides satisfactory for the customers/ guests. Sulistiyono (2006) says that the elements that shape up service quality is a combination of human qualities that are mirrored by the attitude or self behavior during interacting with the customers. But components and service elements are difficult to be itemized, so in other words, service is related in line with process, where products consumed by customers is sense of experience. This research aims to figure out the of quality service provided by Bar & Lounge employee towards Hotel Pangeran guest satisfactory. Along with the guest response or impression about the excellent service that has been provided. More over to find out how big is the perceived satisfaction from Bar & Lounge Hotel Pangeran Pekanbaru service. Research methods in this study is a descriptive analysis based on data obtained from the respondents. This research uses the concept (Zeithaml, 2004), saying to facilitate the assessment and measurement of quality service, therefore developed a quality service measuring tool called SERVQUAL (Service Quality). SERVQUAL is a multi scale items which can be used to measure customer perception of the quality service which includes: Tangibles, Reliability, Responsiveness, Assurance and Emphaty. Based from the previous explanation of the research result deliberated, the author conclusions concerning Bar & Lounge Pangeran Hotel Pekanbaru service quality was average satisfactory. It is noticed from the acquisition of each of the guest satisfaction assessment authors describe in the question form of research which has been distributed to respondents at Bar & Lounge Hotel Pangeran Pekanbaru.