Strategi Peningkatan Kualitas Layanan yang Berdampak Terhadap Kepuasan Tamu di Hotel Savali Padang dengan Pendekatan Importance-Performance Analysis

Authors

  • Joni Edwar Dasrita Universitas Negeri Padang, Padang, Indonesia
  • Yuliana Universitas Negeri Padang, Padang, Indonesia
  • Ernawati Universitas Negeri Padang, Padang, Indonesia
  • Rahmiati Universitas Negeri Padang, Padang, Indonesia

DOI:

https://doi.org/10.38035/jmpis.v6i3.4365

Keywords:

Kualitas Layanan, Kepuasan Pelanggan, Importance-Performance Analysis, Customer Satisfaction Index, Hotel Savali

Abstract

Penelitian ini bertujuan untuk menganalisis strategi peningkatan kualitas layanan di Hotel Savali Padang dengan menggunakan pendekatan Importance-Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Kualitas layanan dievaluasi berdasarkan model SERVQUAL yang mencakup enam dimensi: tangible, reliability, responsiveness, assurance, empathy, dan technology. Hasil penelitian menunjukkan bahwa kebersihan kamar, kecepatan layanan, dan inovasi digital menjadi perhatian utama untuk meningkatkan kepuasan pelanggan. Nilai CSI sebesar 73% mengindikasikan tingkat kepuasan yang baik, tetapi masih ada ruang untuk perbaikan. Strategi yang diusulkan meliputi pelatihan karyawan, peningkatan fasilitas, dan pengembangan layanan digital untuk meningkatkan pengalaman tamu secara keseluruhan.

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Published

2025-04-15

How to Cite

Dasrita, J. E., Yuliana, Ernawati, & Rahmiati. (2025). Strategi Peningkatan Kualitas Layanan yang Berdampak Terhadap Kepuasan Tamu di Hotel Savali Padang dengan Pendekatan Importance-Performance Analysis. JURNAL MANAJEMEN PENDIDIKAN DAN ILMU SOSIAL, 6(3), 1785–1791. https://doi.org/10.38035/jmpis.v6i3.4365