IMPLEMENTASI PELAYANAN PRIMA PADA LAYANAN TELEPON OPERATOR DI HOTEL HARRIS RESORT WATERFRONT, BATAM, INDONESIA
DOI:
https://doi.org/10.23887/jmpp.v7i3.85526Keywords:
Pelayanan Prima, Layanan, Telepone OperatorAbstract
Penelitian ini bertujuan untuk menganalisis penerapan model pelayanan yang baik pada layanan telepon operator Harris Resort Waterfront Batam. Penelitian kualitatif adalah metode dalam penelitian ini. Pengumpulan data melalui observasi, wawancara, dan dokumentasi. Analisis data mencakup menggunakan analisis deskriptif. Hasil penelitian menunjukkan bahwa Harris Resorts berupaya memberikan pelayanan prima, namun masih terdapat kesenjangan antara teori dan praktik. Penelitian ini memberikan rekomendasi untuk perbaikan dan pengembangan lebih lanjut. Penelitian ini menyelidiki penerapan model layanan unggul pada layanan telepon Harris Resort Waterfront Batam. Penelitian menunjukkan bahwa kualitas layanan penyedia telepon mempunyai pengaruh yang signifikan terhadap kepuasan tamu. Implikasi dalam penelitian ini penting bagi pelaku bisnis perhotelan dalam upayanya meningkatkan kualitas pelayanan, terutama pada tataran interaksi pertama dengan tamu. Rekomendasinya mencakup pelatihan operator yang lebih intensif, pengembangan sistem informasi yang lebih terintegrasi, dan pengukuran kinerja yang lebih komprehensif.
References
Albayrak, T., & Yildiz, M. (2021). The relationship between service quality and customer satisfaction in the hotel industry. Journal of Tourism and Services, 12(22), 59-73.
Ali, F., Kim, W. G., & Ryu, K. (2021). The impact of service quality on customer satisfaction and loyalty in the hotel industry. Journal of Hospitality Marketing & Management, 30(1), 10-30.
Aydin, S., & Ozer, G. (2020). The impact of service quality on customer satisfaction: A study of five-star hotels in Turkey. Journal of Hospitality and Tourism Management, 45, 277-285.
Choi, J., & Choi, Y. (2022). The effect of service quality on customer satisfaction and loyalty in the hotel industry: A mediation analysis. International Journal of Hospitality Management, 102, 103130.
Fadaei, M., & Nematpour, A. (2023). Exploring the relationship between service quality and customer retention in the hospitality sector. International Journal of Hospitality Management, 38(4), 102-108.
Huang, Y. H., & Chen, L. (2022). The influence of service quality on customer satisfaction in the hotel industry: Evidence from a systematic literature review. Tourism Management Perspectives, 40, 100860.
Huang, Y. H., & Hsu, C. H. C. (2023). Exploring the relationships between service quality, customer satisfaction, and loyalty in the hotel industry. International Journal of Hospitality Management, 109, 102817.
Kim, W. G., & Lee, H. J. (2020). The influence of service quality on customer satisfaction and loyalty: A study of the hotel industry in South Korea. Journal of Hospitality and Tourism Management, 43, 158-166.
Kwortnik, R. J., & Thompson, G. M. (2019). Unifying service marketing and operations with service experience management. Journal of Service Research, 22(4), 431-446.
Lee, J. S. (2019). The effect of service quality on customer satisfaction in the hotel industry: A comparative study of traditional and Airbnb accommodations. International Journal of Hospitality Management, 76, 67-78.
Liu, C. H., & Lee, W. C. (2019). The effects of service quality and customer satisfaction on customer loyalty in the hotel industry: A case study of Taiwanese hotels. International Journal of Hospitality Management, 76, 99-107.
Matzler, K., Schlegelmilch, B. B. & Sanjaya, I. Y.R. (2019). The relationship between service quality, customer satisfaction, and customer loyalty in the hotel industry. International Journal of Contemporary Hospitality Management, 31(2), 815-837.
Natan, M., Munir, M & Choudhury. I. O. (2020). The impact of service quality on customer satisfaction in luxury hotels. International Journal of Contemporary Hospitality Management, 32(3), 1011-1033.
Noviastuti, N., & Cahyadi, D. A. (2020). Peran Reservasi Dalam Meningkatkan Pelayanan Terhadap Tamu Di Hotel Novotel Lampung. Jurnal Nusantara (Jurnal Ilmiah Pariwisata Dan Perhotelan), 3(1), 31–37.
Kurnia, N Lapotulo, DT Simatupang Journal Analisis beban kerja room attendant di asialink hotel kota Batam Journal of Tourism 2023 - journal.stieparapi.ac.id
Ranjbarian, B., & Zandi, F. (2022). The effect of service quality on customer satisfaction and loyalty in the hotel industry. International Journal of Hospitality Management, 94, 102839.
Simatupang, D. T., Pristiwasa, I. W. T. K., & Budiartha, I. N. (2024). Peningkatan Pemahaman Smart Hotel bagi Siswa-Siswi SMKS Hidayatullah Batam. Archive: Jurnal Pengabdian Kepada Masyarakat, 3(2), 300–314.
Simatupang, D. T., Pristiwasa, I. W. T. K., Purba, C. Y. V., & Budiartha, I. N. (2024). Analisis Potensi Pengembangan Kampung Tenun Sebagai Objek Wisata Dalam Meningkatkan Perekonomian Masyarakat Pulau Ngenang, Batam, Indonesia, Open Journal Systems, 18(8), 2334.
Singh, A., & Choudhury, R. (2020). Customer satisfaction in the hospitality industry: The role of service quality. International Journal of Hospitality Management, 88, 102507.
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.
Widyastuti, U., & Rahayu, S. (2023). Service quality and customer satisfaction in five-star hotels: A case study in Indonesia. International Journal of Hospitality Management, 112, 102873.
Yang, H. (2019). The role of service quality in enhancing customer satisfaction and loyalty in the hotel industry. Journal of Service Theory and Practice, 29(5), 593-610.
