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Blue One

Blue One

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Published by: kampret777 on Dec 05, 2009
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ITS » Master Theses » Rekayasa Kualitas S2Posted by yeni at 22/12/2006 14:36:48 10330 ViewsPERANCANGAN PENTNGKATAN KUALITAS PELAYANAN JASA HOTEL DENGAN MENGGUNAKAN METODEQUALITY FUNCTION DEPLOYMENT (QFD) (Studi Kasus di Hotel Opal Bali)HOTEL SERVICE QUALITY IMPROVEMENT DESIGN USING QUALITY FUNCTION DEPLOYMENT (QFD)METHODCreated by Komaladewi , A.A.I.A. SriSubject: ManajemenKeyword: Kepuasan pelangganloyalitaskualitas layanananalisa kluster. Quality Function Deployment.[ Description ]Memenuhi kepuasan pelanggan merupakan salah satu faktor keberhasilan bagi semuaperusahaan karena dengan adanya kepuasan akan dapat menimbulkan loyalitaspelanggan terhadap perusahaan. Demikian pula halnya dengan Hotel Opal Bali yangmerupakan hotel bintang tiga, yang berlokasi di daerah pariwisata Legian-Kuta Balisangat dituntut untuk mampu memberikan kepuasan bagi pelanggannya dalam halkualitas pelayanan yang diberikan, mengingat kondisi persaingan antar hotelsemakin meningkat. Dengan kondisi persaingan yang ketat, pihak manajemenperusahaan perlu menerapkan strategi bisnis yang tepat agar lebih unggul daripesaingnya. Untuk itu dilakukan penelitian mengenai kualitas pelayanan jasa hoteluntuk mengetahui keinginan dan kebutuhan pelanggan serta kekurangan/kelemahan darikeberadaan fasilitas pelayanan hotel saat ini. Pendekatan yang digunakan dalampenelitian ini adalah analisa kluster yang bertujuan untuk mengetahuikarakteristik pelanggan Hotel Opal Bali dan metode QFD digunakan untuk mengetahuiatribut-atribut yang dibutuhkan pelanggan dan juga respon teknis dari pihakmanajemen untuk memenuhi kebutuhan pelanggan. Hasil penelitian menunjukkan,melalui analisa kluster ternyata pelanggan Hotel Opal Bali terbagi dalam duasegmen, segmen satu diidentifikasi sebagai kelompok pelanggan yang bermaksudmelakukan urusan bisnis dengan lama menginap sekitar tiga hari dan informasikeberadaan hotel diperoleh melalui teman bisnis, sedangkan segmen kedua merupakankelompok pelanggan yang bermaksud melakukan travelling dengan lama menginap tujuhhari dan informasi keberadaan hotel diperoleh dari travel agent. Sedangkan denganmetode QFD diperoleh dua puluh atribut yang dibutuhkan pelanggan yang dapatdikelompokkan ke dalam empat fasilitas layanan, yaitu : layanan di front office,layanan kamar tamu,, layanan di restaurant dan bar serta layanan sarana danprasarana Dari kedua puluh atribut tersebut terdapat tujuh atribut yang memilikiprioritas tinggi untuk ditingkatkan, yaitu : keamanan barang-barang bawaan,kebersihan dan kenyamanan restaurant, staff yang ramah dan sopan, kebersihanperalatan makan dan rninum, kebersihan kolam renang, kebersihan kamar mandi sertakebersihan sprei dan kenyamanan tempat tidur. Dalam upaya memenuhi atribut-atributtersebut dan meningkatkan layanan dari atribut tersebut, maka respon teknis yangmemiliki prioritas tinggi untuk dilaksanakan yaitu : memberi pelatihan padakaryawan, seleksi karyawan yang ketat, penambahan petugas keamanan, pemilihanbahan makanan, pengadaan linen/bed cover yang lembut, penggantian air secararutin, sistem pelaporan dan kerjasama karyawan, memberi respon yang cepat,penyediaan internal phone, telepon umum koin/kartu, internet dan cleaning service.Alt. Description
 
To meet customers satisfaction is one of successful factors for all firms becausewith the existing of satisfaction will can be lead to customers loyalty to firm.Such as with the Hotel Opal Bah, which is the three stars level hotel, whichlocated at Legian-Kuta Bali tourist area is very demanded to able gives thesatisfaction for its customers in the given services quality, considering thecompetition condition between hotels that more and more increasing. With the tightcompetition condition, the firm managerial line needs to apply the appropriatebusiness strategies in order to more superiors from their competitors. For thatreason, it has carried out the research about hotel service quality to know thecustomers desires and needs and the deficit/weakness of the currently hotelservice facility existence. The approach used in this research is a clusteranalysis which objective to know the characteristic of Hotel Opal Bali customersand the QFD method is used to know the attributes needed by customers and also thetechnical responds from the managerial line to meet the customers needs. Theresearch result shown, by cluster analysis it turned out that the customers ofHotel Opal Bali are divided into two segments. The first segment is identified asa customers group that plan to make a business matter with the stay overnightperiods about three days and the hotel existence information is obtained passthrough business friends, while the second segment is the customers group thatplan to make traveling with the stay overnight periods seven days and the hotelexistence information is obtained from the travel agents. Whereas with QFD methodthere are obtained twenty attributes that needed by customers that can classifiedinto four service facilities, that are : service in front office, guest roomservice, service in restaurant and bar and overhead service. From the twentyattributes are found seven attributes that have high priority to be increase, thatare : load items safety, restaurant cleanliness and freshness, friendly and decentstaff, swimming pool cleanliness, bathroom cleanliness, coverlets and freshness ofbed cleanliness. In effort of meet those attributes and improving those attributesservices, then the technical responds which have high priority to carried outare : giving training to employees, tightly employees selection, safety officeraddition, food material selection, soft linen, periodically water replacement,reporting system and employees cooperation, giving the fast respond, internalphone equipping, coin, card, internet and cleaning service.Contributor:Ir. Sritomo Wignjosoebroto, M.ScIT. Janti Gunawan, M.Eng.Date Create:22/12/2006Type:TextFormat:pdf; 112 pagesLanguage:IndonesianIdentifier:ITS-Master-3100003018397Collection ID:RT 658.562 Kom pSource :Theses Rekayasa Kualitas RT 658.562 Kom p, 2002Coverage :ITS CommunityRights :Copyright @2002 by ITS Library. This publication is protected by copyright andpermission should be obtained from the ITS Library prior to any prohibitedreproduction, storage in a retrievel system, or transmission in any form or by anymeans, electronic, mechanical, photocopying, recording, or likewise. Forinformation regarding permission(s), write to ITS Library[ Links for download - Member Only ]

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