Measuring service quality in Hotel X Bandung

Author

Prayudha, Adrian Noor ; Harsanto, Budi

Author_Institution

Fac. of Econ. & Bus., Univ. of Padjadjaran, Bandung, Indonesia

fYear

2014

fDate

27-29 May 2014

Firstpage

230

Lastpage

234

Abstract

Stars Hotel occupancy rate room in West Java are continue to grow especially in Bandung, capital of West Java Province. Hotel X as one of leading 5 star hotels in Bandung always strive to improves its service to satisfy customers. However, monthly occupancy rate data from July 2012 to April 2013 still not reach the company target which is 70%. This indicates that there is an issue to be solved. Purpose of this research is to measure the current quality condition before eventually finding the cause and solution. The method used in this research is servqual. This study is expected to help the Hotel X to provide an overview to hotel X what quality of service aspects that require attention to be improved to win the competition in the hospitality industry in Bandung.

Keywords

customer satisfaction; customer services; hotel industry; quality control; Stars hotel; West Java; customer satisfaction; customer service quality; hospitality industry; hotel X Bandung; Cities and towns; Companies; Industries; Instruments; Quality of service; Reliability; hospitality; hotel; quality; servqual;

fLanguage

English

Publisher

ieee

Conference_Titel

Technology Management and Emerging Technologies (ISTMET), 2014 International Symposium on

Conference_Location

Bandung

Print_ISBN

978-1-4799-3703-5

Type

conf

DOI

10.1109/ISTMET.2014.6936511

Filename

6936511