Analisis Kualitas Layanan Hotel New Sany Rosa Bandung

Abstract

In this decade, hospitality is an industry that grows rapidly in Indonesia, notably in
Bandung. New Sany Rosa Hotel Bandung is among the most popular hotels. Fac-
ing tough industry, transformation at this hotel was enforced. The new management
delivered a change in customer satisfaction valuation, from suggestions or critics
to service quality. The objective is to identify if five dimensions of service quality
impact the customer satisfaction and which dimension has most influence on cus-
tomer satisfaction. Interview was conducted and questionnaires were disseminated
to a hundred guests who stayed overnight. Result indicates that tangibility, empathy,
reliability, responsiveness, and assurance have simultaneously and partially affected
the satisfaction. Empathy is a dimension that influenced the customer satisfaction at
this hotel the most.
Keywords: service quality, tangibles, empathy, reliability, responsiveness, assur-
ance, customer satisfaction