Aplikasi Metode Kano Berdasarkan Dimensi Service Quality Untuk Mengukur Kepuasan Pelanggan Pada Hotel X

Miranti Putry

doi:10.24014/jti.v8i2.20430

Aplikasi Metode Kano Berdasarkan Dimensi Service Quality Untuk Mengukur Kepuasan Pelanggan Pada Hotel X

Miranti Putry

Abstract

Study Kasus Penelitian ini berada pada Hotel X, Hotel ini merupakan hotel yang memiliki fasilitas yang cukup memadai dibanding hotel kompetitor terdekatnya. Permasalahan yang terjadi adalah jumlah pengunjung Hotel X selama tahun 2022 terjadinya penurunan cukup signifikan setiap bulannya dibanding dengan tahun 2021. Penelitian ini bertujuan merancang kualitas pelayanan agar konsumen nyaman dan meningkat kepuasannya serta berpengaruh terhadap loyalitas konsumen. Metode yang digunakan Metode Kano, sampel sebanyak 100 orang responden yang diambil dengan teknik purposive sampling dan perancangan kualitas pelayanan menggunakan berdasarkan hasil pengolahan terhadap terdapat 10 pernyataan yang dijadikan indikator pengukuran pada dimensi service quality (Servqual). Tiga faktor yang perlu diperhatikan lagi yaitu atribut yang masuk dalam kategori Must Be adalah karyawan siap membantu konsumen bila mengalami kesulitan, untuk kategori One dimensional adalah terdapatnya ruangan yang sangat wangi hingga ruangan menjadi fresh, dan kategori attractive adalah kebersihan kamar yang sangat nyaman. Untuk atribut kebersihan kamar yang nyaman saran perbaikannya adalah karyawan harus lebih memperhatiakan lagi kebersihan dalam kamar agar lebih nyaman sehingga keinginan dan kepuasan konsumen terpenuhi.

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DOI: http://dx.doi.org/10.24014/jti.v8i2.20430