ANALYSIS OF GUEST SATISFACTION TOWARDS SERVICE QUALITY AT THE CITITEL HOTEL RESTAURANT MID VALLEY KUALA LUMPUR

WANTALANGI, RIANDY (2019) ANALYSIS OF GUEST SATISFACTION TOWARDS SERVICE QUALITY AT THE CITITEL HOTEL RESTAURANT MID VALLEY KUALA LUMPUR. Mahasiswa thesis, Politeknik Negeri Manado.

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Abstract

Tourism is an activity that directly touches and engages the community, thus bringing various benefits to the local community and its surroundings.In general, we know that the relationship between the hospitality industry and tourism is very closely related. This is inseparable from the fact that the hospitality industry is one of the backbones that support the development of the tourism sector. The hospitality industry itself in addition to providing lodging and services also provides various other supporting facilities for guests.In providing services to guests, we have to consider the guest satisfaction of the services provided. Satisfaction is obtained if the customer's needs and desires are met, while human needs and desires are always changing and limitless. This study aims to determine the analysis of the quality of service to customer satisfaction at Mid Valley Kuala Lumpur Cititel Hotel Restaurant, which consists of aspects of direct tangibility, reliability, empathy, responsiveness and assurance .This research is a descriptive statistical study, the method used in this study is a survey method, with a questionnaire instrument. The research subjects used were hotel guests who had breakfast at Cititel. Data analysis techniques used descriptive statistics with percentages. The results showed 60 respondents were used to analysis of guest satisfaction towards service quality at the cititel hotel restaurant mid valley kuala lumpur, most of them have a Satisfied attitude of 33.3%, Very Satisfied 22.7%, Dissatisfied 25.3%, Neutral 16.3% and Very Dissatisfied 2.3%. Based on these results it can be concluded that the analysis of guest satisfaction towards service quality at the cititel hotel restaurant mid valley kuala lumpur is satisfied.

Item Type: Karya Ilmiah (Mahasiswa)
Uncontrolled Keywords: service quality, guest satisfaction, Restaurant, Hotel
Subjects: E Hospitality and Tourism > EE Tesis. Disertasi dan Skripsi
Divisions: Niaga > Jurusan Pariwisata
Depositing User: Mr Sonnie Marsabessy
Date Deposited: 04 Aug 2022 15:22
Last Modified: 04 Aug 2022 15:22
URI: http://repository.polimdo.ac.id/id/eprint/2646

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