PENGARUH KUALITAS PELAYANAN EXECUTIVE FLOOR TERHADAP KEPUASAN TAMU DI HOTEL GRAN MELIA JAKARTA

Abstract

This thesis is written to find out how far the quality of service can influence the guests’ satisfaction, especially the service of executive floor. The research was conducted to the 50 foreign guests and 50 domestic guests staying in executive floor Gran Melia Hotel Jakarta. The method used in this research is qualitative. Data were collected by distributing questionnaire on the service quality and the level of guests’ satisfaction besides conducting interviews. The findings of this research are: (1) the service given by staff at executive floor in Gran Melia Hotel is good and this can be seen from the result of questionnaire from the 50 foreign guests and 50 domestic guests who became respondents. (2) The GAP value was calculated to see how far the difference between the satisfaction and expectation of the guests give the score which is under 23, particulary the value and price of room in executive floor. This show that the guests’ satisfaction is not far from their expectation of Gran Melia Hotel Jakarta. It can be concluded from this research that the service given has already been good but it still needs improvement to get higher level of satisfation by reducing the GAP value to enhance the occupancy rate of Gran Melia Hotel Jakarta.