The service quality in the sanchaya lounge at the sanchaya hotel, bintan

Erika, Erika (2019) The service quality in the sanchaya lounge at the sanchaya hotel, bintan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

A successful hospitality business does not only count on its product and service, but also how they are delivered. All of the service businesses are trying their best to improve their service quality in order to make customers feel satisfied with their services, especially the hotel industry. Quality is important to businesses but can be quite hard to define. From the quality of service, it creates the customer satisfaction and from the satisfaction the customer might become loyal and help to increase the company’s revenue. The Sanchaya is the only estate in Bintan that provides a private lounge for its guests. Service quality using the dimensions of a remarkable service principle namely positive environment, consistent, efficient, anticipate the guests’ needs, effective communication, knowledgeable server, adaptable, promotes trust and confidence, and exceed expectation. This study uses qualitative research design. The data for this study was collected from research and observation during the job training at the lounge of The Sanchaya hotel. Interviewed were used to to collect direct information while a review of past literature provides secondary data. There are 9 questions asked during the interview to find out the service quality at the lounge. These questions are based on the service quality criteria according to (Wiley, 2014). The data analysis method used in this study is following the Miles and Huberman model in Agustinova (2015) steps as data reduction, data display, and conclusion drawing. After the writer has done with the observation during on the job training and had some interviews with some of the staff, it can be concluded that the quality of service in The Sanchaya lounge is good. This research gives some theoretical and practical implications as well. Recommendations are also given to handle such issues in the lounge to perform even a better service.

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