Analysis of Hotel Service Quality Levels Using the Importance Performance Analysis Method (Study at the Neo Eltari Hotel Kupang)
Veronika A.S.M.Flora (a*),Friend Zakharia (a), Ariance A. Lasibey (a)

a) Department of Tourism Hospitality Study Program, Kupang State Polytechnic, Kupang -Indonesia
*veronikaflora1986[at]gmail.com

Abstract

The existence of accommodation businesses, particularly hotels, can absorb local labor but requires local workers to demonstrate the best service quality. Hotel Neo-eltari Kupang, as a commercial enterprise, will not escape the competition to attract and retain customers. Receptionists employed by this 3-star hotel need to demonstrate service quality in terms of reliability, responsiveness, assurance, physical evidence, and empathy. Therefore, the purpose of this research is to analyze the level of conformity obtained from the gap between the level of service quality received by guests and the level of importance required and to identify the position of each indicator that needs management attention as shown through the Cartesian diagram results. This study uses the Importance Performance Analysis method. This research is descriptive with a quantitative approach. The sample in this study was determined by the researcher to be 50 respondents distributed accidentally. The results showed that the average level of conformity reached 80.1%, which is good or satisfactory. However, three indicators need major attention: the ability to use the hotel reservation system and software, the speed of transaction check-in and check-out, and showing polite facial and body gestures to guests. These attributes are considered very important but still unsatisfactory to guests (Quadrant I). This may be due to guests (respondents) coming in groups and booking online, which can cause receptionists to be overwhelmed. Communication between receptionists and housekeeping needs to be smoother, and body gestures should be calm when dealing with guests, especially those coming in groups.

Keywords: Service quality, Importance Performance Analysis method

Topic: Sustainable development