ANALISIS PENANGANAN GUEST COMPLAIN DALAM MENINGKATKAN KUALITAS PELAYANAN DI FRONT OFFICE DEPARTEMENT TERHADAP TAMU DI HARRIS HOTEL BATAM CENTER

ANGSANA, JESEL ERLANGGA BAHTERA and AGU, CHRISANTA DISTENI (2024) ANALISIS PENANGANAN GUEST COMPLAIN DALAM MENINGKATKAN KUALITAS PELAYANAN DI FRONT OFFICE DEPARTEMENT TERHADAP TAMU DI HARRIS HOTEL BATAM CENTER. Mahasiswa thesis, Politeknik Negeri manado.

Text REVISI JESEL FOR PERPUS.pdf Download (2MB)

Abstract

Jesel E. B. Angsana, 2024, Optimization of Guest Complain subscription in improving guest service quality at HARRIS Hotel Batam Center, Thesis, Department of Tourism, Hospitality Management Study Program, advisor 1, Margaretha N, Warroka, SE., MBA and Merryany Theovanny Bawole, S.H., M.H. This study aims to analyze the effect of front office service quality on customer satisfaction customer satisfaction on Guest Complain subscription at HARRIS Hotel Batam Center. The research method used is a qualitative method using data collection data collection through observation while doing PKL at HARRIS Hotel Batam Center. The use of data collection is done using a combination of documentation by review to find out how many reviews about complaints against the hotel, the impact of the impact of front office service quality on customer satisfaction who stay at HARRIS Hotel Batam Center is very large. HARRIS Hotel Batam Center is very large. the results showed that front office service quality has a significant impact on customer satisfaction. customer satisfaction. This finding indicates that improving the quality of service at the front office can increase the level of customer satisfaction. front office can increase the level of customer satisfaction, which in turn can increase customer loyalty and in turn can increase customer loyalty and profit for the hotel. This research contributes to hotel management in an effort to to improve service quality and customer satisfaction. Keywords:Service Quality, Guest Complain, Customer Satisfaction.

Actions (login required)

View Item