Publisher

PNBPNB

Journal International Journal of Green Tourism Research and ApplicationsInternational Journal of Green Tourism Research and Applications Abstract

The purpose of this study was to determine how satisfied the repeater guest were with the performance of The Samaya Seminyak and to know indicators that had to be improved in order to increase the satisfaction of the repeater guest. The method used is Servqual Test and Important Performance Analysis as the tools to measure repeater guest satisfaction on the existing performance of The Samaya Seminyak. Data were collected from 75 questionnaires repeater guest. Measurement of repeater guest satisfaction was using the theory of 5 dimensions of service quality those are tangible, reliability, responsiveness, assurance, and empathy. The quality of service available at The Samaya Seminyak was unable to meet the quality of service desired by repeater guest. Analysis of service quality is resolved by Servqual test, where 10 out of 15 indicators produce negative gaps, and 5 indicators produce positive gaps. The services that need to be improved in order to increase the satisfaction of repeater guest are indicators of the accuracy and speed of the host and butler staff in providing services appropriately, the ability in providing services to the guests, the ability of the host and butler staff in understanding guests wishes quickly, host and butler staff initiative in providing assistance, and host and butler staff knowledge about the products offered.

Conclusion

The study concludes that The Samaya Seminyaks services do not fully meet the satisfaction levels of repeat guests.The Servqual test revealed negative gaps in 10 out of 15 indicators, indicating areas where service quality falls short of guest expectations.The important performance analysis identified five key indicators – accuracy and speed of staff, service proficiency, understanding guest needs, staff initiative, and product knowledge – as priorities for improvement to enhance repeat guest satisfaction.

Future Research

Penelitian lebih lanjut dapat dilakukan untuk mengeksplorasi secara mendalam faktor-faktor spesifik yang memengaruhi persepsi tamu terhadap akurasi dan kecepatan layanan staf, misalnya melalui observasi langsung atau wawancara mendalam. Selain itu, studi komparatif dapat dilakukan dengan membandingkan The Samaya Seminyak dengan hotel lain yang memiliki tingkat kepuasan tamu berulang yang tinggi, untuk mengidentifikasi praktik terbaik yang dapat diadopsi. Terakhir, penelitian dapat difokuskan pada pengembangan program pelatihan yang lebih efektif bagi staf, khususnya dalam meningkatkan kemampuan mereka untuk memahami kebutuhan tamu secara proaktif dan memberikan solusi yang personal, serta memperkuat pengetahuan produk yang ditawarkan, sehingga dapat meningkatkan kualitas layanan dan membangun loyalitas tamu.

References

1. Three-cluster policy in the implementation of corporate social responsibility at Intercontinental Bali... doi.org/10.31940/ijogtra.v2i1.1874Three cluster policy in the implementation of corporate social responsibility at Intercontinental Bali doi 10 31940 ijogtra v2i1 1874
2. Analysis of service quality towards repeater guest satisfaction at The Samaya Seminyak | International... ojs.pnb.ac.id/index.php/IJOGTRA/article/view/2026Analysis of service quality towards repeater guest satisfaction at The Samaya Seminyak International ojs pnb ac index php IJOGTRA article view 2026
3. Implementing tri hita karana values in Grand Inna Kuta’s corporate social responsibility program... ojs.pnb.ac.id/index.php/IJOGTRA/article/view/1872Implementing tri hita karana values in Grand Inna KutaAos corporate social responsibility program ojs pnb ac index php IJOGTRA article view 1872

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