Institutional Repository | Satya Wacana Christian University: Analisis Kualitas Pelayanan Jasa dengan Metode Servqual dan Fuzzy

ABSTRACT

Service quality is the main thing in operational efficiency and profitability of a hotel
service. In order to survive in the fierce competition, a hotel service company should be able
to improve service quality in order to maintain customer loyalty. In the hotel industry context
the problem is whether management can perceive correctly what costumers want and expect,
because understanding what consumers expect is essential to providing desired service
quality.
This study investigates costumers expectations and needs using SERVQUAL, because
SERVQUAL over the years has emerged as the most popular standardized questionnaire and
the most widely used scale to measure service quality. Because of SERVQUAL using the
widest scale, the researcher also attempted to know the perceptions of each person in
providing valuation using FUZZY.
The conclusion that can be drawn from this study is the most respondents criteria who
use the services of the hotel are traveling on business, the most important factor is
employees’s speed on serving guest, because costumers with interest like business really
appreciate the time so they would feel more comfortable if the speed in serving customers in
accordance with customers expectations and will not interfere with the planned work
schedule.

Keyword : service quality, costumer satistifaction, SERVQUAL, FUZZY