Analisis Sistem Pendukung Keputusan Menentukan Kualitas Pelayanan Pada Hotel Grandhika Menggunakan Metode Customer Satisfaction Index dan  Service Quality

yakub, suardi; Ramadhan, Puji Sari; Zahara, Siti; Halim, Jufri

doi:10.53513/jis.v19i2.2619

Cited by 5 publications

(4 citation statements)

References 0 publications

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“…The concept of service quality encompasses the excellence perceived by consumers regarding products or services, gauged through the comparison between their desires and the perceived performance post-purchase (Yakub, Ramadhan, Zahara, & Halim, 2020). The level of service quality is measured based on how well the service fulfills customer expectations (Widyawati & Faeni, Jun.…”

Section: Service Qualitymentioning

confidence: 99%

Consumer Hotel Selection Factors Analysis

Milawati,

Putranto,

Sopyan

et al. 2023

EAJMR

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This study's objective is to investigate the role that factors such as service quality, trustworthiness, and amenities play in determining which guests choose to stay at Hotel XYZ in Jakarta. The research sample was comprised of 215 individuals who were chosen using the process of accidental sampling. The data analysis was carried out with the assistance of SPSS version 25's statistical analysis software, and it made use of both multiple regression and hypothesis testing. The findings of the research indicate that the quality of customer service, level of trust, and amenities offered at a hotel all have a significant impact on the decision-making process involved in selecting a guest room, with individual significance levels ranging from 0.000 to 0.05. In the f-test study, all three of these variables were found to have a significant influence on the decision-making process for selecting a guest hotel simultaneously.

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Section: Service Qualitymentioning

confidence: 99%

Consumer Hotel Selection Factors Analysis

Milawati,

Putranto,

Sopyan

et al. 2023

EAJMR

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“…25, No. 2, September 2023P-ISSN 1410-5063, E-ISSN: 2579 CSI calculations take into account the level of importance of each service/product attribute (Zahara et al, 2020) or the services provided (Lustyana & Salsabila, 2020). CSI is calculated using the formula (T/7Y) × 100%, as shown in Table 7.…”

Section: Csi Of Galnas Website Usersmentioning

confidence: 99%

National Gallery of Indonesia’s Website Evaluation Using WebQual 4.0

Sari,

Rahmi

2023

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Although there is a lot of research on websites, there is very little research on art gallery websites in Indonesia. As a result, this study examines the quality of the National Gallery of Indonesia’s (commonly referred to as Galnas) website as a source providing information about the gallery by analyzing end-user perceptions through methods such as WebQual 4.0, importance–performance analysis, and customer satisfaction index (CSI). Fifty undergraduate and postgraduate college students in the Library and Information Science (LIS) program of the Faculty of Humanities at the University of Indonesia were selected as respondents based on convenience sampling. The study found that compared to other sources of information, the Galnas website was chosen the least, but the overall services of the website met user expectations, as evidenced by a CSI score of 83.88% for undergraduate college students and a CSI score of 74.96% for postgraduate college students. This research contributes to the enhancement of the quality and accessibility of the Galnas website.

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“…Metode servqual baik digunakan untuk menilai kualitas layanan dengan menggunakan kuesioner yang artinya pertanyaan sama dan jawaban yang berbeda menurut penilaian responden. Kelebihan metode CSI dapat dilihat dari penilaian atribut kepuasan dan harapan pelanggan untuk mengukur kepuasan pelanggan secara keseluruhan [9]. Tujuan dari penelitian ini mengetahui apa saja atribut yang mempengaruhi kualitas layanan, serta mengukur kepuasan pelanggan menggunakan metode servqual dan CSI.…”

Section: Pendahuluanunclassified

Analisis Kepuasan Pelanggan Menggunakan Metode Servqual Dan Csi Pada UD.ARSHAINDO

Afiffuddin

Widyaningrum²

2022

SGTk

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UD. ARSHAINDO merupakan UMKM dibidang kuliner yang memproduksi olahan ikan bandeng (otak-otak, pepes, presto, dan asap). Di daerah Gresik tidak hanya UD. ARSHAINDO yang memproduksi olahan ikan bandeng sehingga tingkat persaingan semakin tinggi. Selain tingginya tingkat persaingan yang perlu diperhatikan UD. ARSHAINDO juga menerima cukup banyak keluhan. Target penjualan UD. ARSHAINDO juga mulai tidak terpenuhi sehingga perlu dilakukan analisis terhadap masalah tersebut. UD. ARSHAINDO telah melakukan upaya untuk permasalahan tersebut namun tidak memenuhi target penjualan. Tujuan penelitian ini untuk mengetahui faktor yang mempengaruhi kualitas pelayanan dan tingkat kepuasan pelanggan pada UD. ARSHAINDO. Metode yang digunakan adalah Service Quality (Servqual) dan Customer Satisfaction Index (CSI). Pengumpulan data dilakukan dengan menyebarkan kuesioner pada 80 responden yang dipilih dari reseller dan customer. Kuesioner ini memiliki 5 dimensi terdiri dari bukti fisik, tanggapan, keandalan, jaminan, dan empati. Hasil dari penyebaran kuesioner yang disebarkan kepada 80 responden semua atribut dinyatakan valid dan reliabel. Hasil dari pengolahan data terdapat kesenjangan atribut X16 (kesabaran karyawan dalam menerima keluhan) dengan nilai -0.200. Hasil perhitungan CSI diketahui 77.08% yang artinya pelanggan merasa “cukup puas” atas pelayan yang diberikan. Untuk meningkatkan pelayanan yang diberikan agar konsumen menjadi “puas”, manajemen usaha sebaiknya fokus pada atribut dengan kesenjangan tertinggi.

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Analisis Sistem Pendukung Keputusan Menentukan Kualitas Pelayanan Pada Hotel Grandhika Menggunakan Metode Customer Satisfaction Index dan Service Quality

Cited by 5 publications

References 0 publications

Consumer Hotel Selection Factors Analysis

Consumer Hotel Selection Factors Analysis

National Gallery of Indonesia’s Website Evaluation Using WebQual 4.0

Analisis Kepuasan Pelanggan Menggunakan Metode Servqual Dan Csi Pada UD.ARSHAINDO

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