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 yea rs 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.
