IV. ANALYSIS AND DATA INTEPRETATION
4.3. Descriptive Analysis
The descriptive analysis of the guest assessment towards their level of satisfaction towards the four indicators of doorwomen, lobby workers, lobby and room can be seen in Table 4.4. The highest mark given by respondents to each indicator is a perfect 5 indicating high satisfaction. The lowest mark given to doorwomen is 3.75 indicating more than adequately satisfied. The lowest mark given to lobby workers, lobby and room is a 3 indicating adequate satisfaction.
On average the guest response towards the four indicators center around 4.
The median for the distribution of guest marks is 4 for each indicator. The mode for each indicator is 4 except for rooms which garnered 4.20. Doorwomen and lobby workers results are positively skewed, whereas lobby and room results are negatively skewed (see Table 4.5.)
46 Table 4.5. Descriptive Analysis
Doorwomen Lobby workers Lobby Room
Maximum 5 5 5 5
Minimum 3.75 3 3 3
Mean 4.21 3.95 4.07 3.95
Median 4 4 4 4
Mode 4 4 4 4.2
Standar Deviation 0.43 0.43 0.51 0.45
Skew 0.93 0.13 -0.09 -0.14
Source: Primary Data 2012
As shown in Table 4.6, we can see the percentage out of 50 respondents for each of the 18 questions. Question number 1 asked guests about the attitude and behavior of the doormen when responding to a guest(s). 38 (76%) of the guests gave 4 points for satisfied and 12 (24%) gave 5 points for very satisfied, coming up to a mean score of 4.24. From this it can be deduced that the attitude and behavior of the doormen is exceptional (they are warm and receptive).
Question number 2 asked the guests about the politeness and friendliness of the doormen. 3 (6%) of the guests gave 3 points for adequately satisfied, 28 (56%) gave 4 points for satisfied and 19 (38%) gave 5 points for very satisfied, coming up to a mean score of 4.32. From this it can be deduced that the politeness and friendliness of the doormen is exceptional with some room of improvement (they are very polite and friendly).
Question number 3 asked the guests about the quickness and skill of the doormen. 6 (12%) of the guests gave 3 points for adequately satisfied, 28 (56%) gave 4 points for satisfied and 16 (32%) gave 5 points for very satisfied, coming
47 up to a mean score of 4.2. From this it can be deduced that the quickness and skill of the doormen is very good with some room for improvement (they are quick and skilled).
Question number 4 asked the guests about their overall impression with the doormen. 6 (12%) of the guests gave 3 points for adequately satisfied, 35 (70%) gave 4 points for satisfied and 9 (18%) gave 5 points for very satisfied, coming up to a mean score of 4.06. From this it can be deduced that guests are just satisfied with the doormen.
Question number 5 asked the guests about the attitude and behaviour of the lobby workers. 8 (16%) of the guests gave 3 points for adequately satisfied, 37 (74%) gave 4 points for satisfied and 5 (10%) gave 5 points for very satisfied, coming up to a mean score of 3.94. From this it can be deduced that the attitude and behaviour of the lobby workers is just satisfactory with some room for improvement (they are not warm and receptive enough).
Question number 6 asked the guests about the quickness and skill of the lobby workers. 11 (22%) of the guests gave 3 points for adequately satisfied, 29 (78%) gave 4 points for satisfied and 10 (38%) gave 5 points for very satisfied, coming up to a mean score of 3.98 From this it can be deduced that the quickness and skill of the lobby workers is just satisfactory with some room for improvement (they are not quick enough).
Question number 7 asked the guests about the knowledgeability of the lobby workers. 8 (16%) of the guests gave 3 points for adequately satisfied, 37 (74%) gave 4 points for satisfied and 5 (10%) gave 5 points for very satisfied, coming up to a mean score of 3.94. From this it can be deduced that the knowledgeability of the lobby workers is just satisfactory (they are not knowledgeable enough).
Question number 8 asked the guests about the baggage handling skills of the lobby workers. 8 (16%) of the guests gave 3 points for adequately satisfied, 34 (68%) gave 4 points for satisfied and 8 (16%) gave 5 points for very satisfied,
48 coming up to a mean score of 4. From this it can be deduced that the baggage handling skills of the lobby workers is satisfactory.
Question number 9 asked the guests about their overall impression of the lobby workers. 12 (24%) of the guests gave 3 points for adequately satisfied, 32 (64%) gave 4 points for satisfied and 6 (12%) gave 5 points for very satisfied, coming up to a mean score of 3.88. From this it can be deduced that guests are less than satisfied with the lobby workers.
Question number 10 asked the guests about the setup and layout of the lobby. 11 (22%) of the guests gave 3 points for adequately satisfied, 23 (46%) gave 4 points for satisfied and 16 (32%) gave 5 points for very satisfied, coming up to a mean score of 4.1. From this it can be deduced that the setup and layout of the lobby is very good.
Question number 11 asked the guests about the cleanliness of the lobby. 2 (4%) of the guests gave 3 points for adequately satisfied, 40 (80%) gave 4 points for satisfied and 8 (16%) gave 5 points for very satisfied, coming up to a mean score of 4.12. From this it can be deduced that the cleanliness of the lobby is very good.
Question number 12 asked the guests about the orderliness of the lobby. 12 (6%) of the guests gave 3 points for adequately satisfied, 28 (56%) gave 4 points for satisfied and 10 (38%) gave 5 points for very satisfied, coming up to a mean score of 3.96. From this it can be deduced that the orderliness of the lobby is just satisfactory with a lot of room for improvement.
Question number 13 asked the guests about their overall impression of the lobby. 8 (16%) of the guests gave 3 points for adequately satisfied, 29 (58%) gave 4 points for satisfied and 13 (26%) gave 5 points for very satisfied, coming up to a mean score of 4.1. From this it can be deduced that the guests are satisfied with the lobby.
49 Question number 14 asked the guests about the setup and layout of the bedroom. 8 (16%) of the guests gave 3 points for adequately satisfied, 27 (54%) gave 4 points for satisfied and 15 (30%) gave 5 points for very satisfied, coming up to a mean score of 4.14. From this it can be deduced that the setup and layout of the bedroom is very good.
Question number 15 asked the guests about the cleanliness of the bedroom.
8 (16%) of the guests gave 3 points for adequately satisfied, 36 (72%) gave 4 points for satisfied and 6 (12%) gave 5 points for very satisfied, coming up to a mean score of 3.96 From this it can be deduced that the cleanliness of the bedroom is just satisfactory with room for improvement.
Question number 16 asked the guests about the comfort level of the bedroom. 10 (20%) of the guests gave 3 points for adequately satisfied, 29 (58%) gave 4 points for satisfied and 11 (22%) gave 5 points for very satisfied, coming up to a mean score of 4.02. From this it can be deduced that the comfort level of the bedroom is very good.
Question number 17 asked the guests about the bedroom facilities. 3 (6%) of the guests gave 2 points for inadequately satisfied, 11 (22%) gave 3 points for adequately satisfied, 33 (66%) gave 4 points for satisfied and 3 (6%) gave 5 points for very satisfied, coming up to a mean score of 3.72. From this it can be deduced that the bedroom facilities is not quite satisfactory with a lot of room for improvement.
Question number 18 asked the guests about their overall impression of the bedroom. 8 (6%) of the guests gave 3 points for adequately satisfied, 39 (56%) gave 4 points for satisfied and 3 (38%) gave 5 points for very satisfied, coming up to a mean score of 3.9 From this it can be deduced that the bedroom is nearly satisfactory.
50 Table 4.6. Questionnaire Answers Percentage
Question
Value
Total
Average Mark
1 2 3 4 5
1 0 0 0 38 12 50 4.24
% 0.00 0.00 0.00 76.00 24.00 100.00
2 0 0 3 28 19 50 4.32
% 0.00 0.00 6.00 56.00 38.00 100.00
3 0 0 6 28 16 50 4.20
% 0.00 0.00 12.00 56.00 32.00 100.00
4 0 0 6 35 9 50 4.06
% 0.00 0.00 12.00 70.00 18.00 100.00
5 0 0 8 37 5 50 3.94
% 0.00 0.00 16.00 74.00 10.00 100.00
6 0 0 11 29 10 50 3.98
% 0.00 0.00 22.00 58.00 20.00 100.00
7 0 0 8 37 5 50 3.94
% 0.00 0.00 16.00 74.00 10.00 100.00
8 0 0 8 34 8 50 4.00
% 0.00 0.00 16.00 68.00 16.00 100.00
9 0 0 12 32 6 50 3.88
% 0.00 0.00 24.00 64.00 12.00 100.00
10 0 0 11 23 16 50 4.10
% 0.00 0.00 22.00 46.00 32.00 100.00
11 0 0 2 40 8 50 4.12
% 0.00 0.00 4.00 80.00 16.00 100.00
12 0 0 12 28 10 50 3.96
% 0.00 0.00 24.00 56.00 20.00 100.00
13 0 0 8 29 13 50 4.10
% 0.00 0.00 16.00 58.00 26.00 100.00
14 0 0 8 27 15 50 4.14
51
% 0.00 0.00 16.00 54.00 30.00 100.00
15 0 0 8 36 6 50 3.96
% 0.00 0.00 16.00 72.00 12.00 100.00
16 0 0 10 29 11 50 4.02
% 0.00 0.00 20.00 58.00 22.00 100.00
17 0 3 11 33 3 50 3.72
% 0.00 6.00 22.00 66.00 6.00 100.00
18 0 0 8 39 3 50 3.9
% 0.00 0.00 16.00 78.00 6.00 100.00
Source: Primary Data 2012
Judging from the distribution of guest marks to the four indicators of doorwomen, lobby workers, lobby and room the highest satisfaction is derived from the doorwomen. The average mark given to the service of doorwomen by respondents is 4.21 which is more than satisfied (4). The second place is lobby at 4.07. The service of lobby workers and room is marked at 3.95.
Figure 4.1. Satisfaction Distribution
Source: Primary Data 2012 4.205
3.948
4.07
3.948
3.8 3.85 3.9 3.95 4 4.05 4.1 4.15 4.2 4.25
Doormen Lobby Workers Lobby Room
52
CHAPTER V
CONCLUSION AND RECOMMENDATIONS 5.1. Conclusion
Based on analysis results, descriptive analysis and correlation of the marks given by respondents of their satisfaction level towards the service of doormen, lobby workers, lobby atmosphere and setting and room comfort and setting the following conclusions can be drawn:
a. The majority of guests are male (70%).
b. The largest age group of guests is the 30-39 years age group (40%).
c. The most frequently rented room class is Deluxe (50%).
d. The average marks given by respondents towards the level of service places doormen (4.21) first, followed by lobby atmosphere and setting (4.07), room comfort and setting (3.95), and lobby workers (3.95). By this the conclusion can be drawn that all of the variables elicit a more than satisfied response.
5.2. Recommendation
The writer would like to give the following suggestion based on findings of the research and analysis of results. The response towards the four variables of service are very high, with doormen service getting (4,21), lobby atmosphere and setting getting (4,07), room atmosphere and setting getting (3,95) and lobby workers service getting (3,95). The Sunan Hotel should minimally maintain this excellent level of service and aim towards improvement so that guest responses can approach 5, or very satisfied.
53
REFERENCES
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Cortina, J.M., (1993). What Is Coefficient Alpha? An Examination of Theory and Applications. Journal of Applied Psychology, 78, 1, 98-104.
Dale, Ernest. 1967. Organization. New York: American Management Association.
Daniel G. Bieber, Ralf Meurer, Thomas Surmann, Nora Rassek,john
cousins,Dennis Lillicrap. (2011).
Frederick Emory Croxton, Dudley Johnstone Cowden and Sidney Klein. (1997).
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54 Giese, J.L. & Cote, J. A. (2000). Defining Customer Satisfaction. Academy of
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Gilbert, D. & Horsnell, S. (1998). Customer satisfaction measurement practice in United Kingdom hotels. Journal of Hospitality & Tourism Research, 22, 4, 450-464.
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Los Angeles Calif: Sage Publications.
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55 Sheela, A.M. (2002). Economics of Hotel Management. New Age International:
New Delhi.
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The Sunan Hotel Solo. (2012)
Thomas, R. (1997). Quantitative Methods for Business Statistics. London:
Prentice Hall.
Trip Advisor. (2012). “Top-Rated Hotel”. Retrieved February 15, 2012 from
Trochim, William M. K. (2006)
Valerie Zeithaml, A. Parasumaran, and Leonhard Berry (1990): Delivering Service Qualitys.
Wiley. (1995). Introductory Statistics, 2nd Edition.
56 APPENDIX 1
Validity Test
Doormen
Lobby
Workers Lobby Room
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 tot 1 4 4 3 4 4 3 4 4 4 4 4 4 4 4 4 4 3 4 69 2 5 5 5 5 3 3 3 3 3 3 3 3 3 3 3 3 3 3 62 3 4 4 4 4 4 3 3 4 4 4 4 3 4 4 5 4 4 4 70 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 72 5 4 4 4 3 5 4 4 5 4 3 4 4 3 4 4 3 4 4 70 6 4 5 4 4 4 4 4 5 3 4 4 4 5 4 4 4 4 4 74 7 4 4 4 4 4 5 4 4 4 5 4 4 4 4 4 5 4 4 75 8 4 5 3 3 4 3 4 4 3 3 4 3 3 5 4 5 3 4 67 9 4 4 4 4 4 4 4 4 4 4 5 5 5 5 4 4 4 4 76 10 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4 4 73 11 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 72 12 5 5 5 5 4 4 5 4 4 4 5 4 4 5 4 4 4 4 79 13 5 5 5 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 76 14 5 5 5 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 76 15 4 4 5 4 4 5 4 4 4 5 4 5 5 4 4 5 4 4 78 16 4 3 4 4 3 4 3 3 3 3 4 4 4 3 3 4 4 4 64 17 4 5 4 4 4 5 4 4 4 5 4 5 5 3 4 3 3 3 73 18 5 4 5 4 3 4 4 3 4 5 4 3 4 5 3 3 2 3 68 19 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 90 20 4 4 5 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4 74 21 4 5 4 4 4 4 4 5 3 4 4 4 5 4 4 4 4 4 74 22 4 4 4 4 4 5 4 4 4 5 4 4 4 4 4 5 4 4 75 23 4 5 3 3 4 3 4 4 3 3 4 3 3 5 4 5 3 4 67 24 4 4 4 4 4 4 4 4 4 4 5 5 5 5 4 4 4 4 76 25 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4 4 73
57 26 4 3 4 4 3 4 3 3 3 3 4 4 4 3 3 4 4 4 64 27 4 5 4 4 4 5 4 4 4 5 4 5 5 3 4 3 3 3 73 28 5 4 5 4 3 4 4 3 4 5 4 3 4 5 3 3 2 3 68 29 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 90 30 4 4 5 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4 74 31 4 4 3 4 4 3 4 4 4 4 4 4 4 4 4 4 3 4 69 32 5 5 5 5 3 3 3 3 3 3 3 3 3 3 3 3 3 3 62 33 4 4 4 4 4 3 3 4 4 4 4 3 4 4 5 4 4 4 70 34 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 72 35 4 4 4 3 5 4 4 5 4 3 4 4 3 4 4 3 4 4 70 36 4 5 3 3 4 3 4 4 3 3 4 3 3 5 4 5 3 4 67 37 4 4 4 4 4 4 4 4 4 4 5 5 5 5 4 4 4 4 76 38 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4 4 73 39 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 72 40 5 5 5 5 4 4 5 4 4 4 5 4 4 5 4 4 4 4 79 41 4 3 4 4 3 4 3 3 3 3 4 4 4 3 3 4 4 4 64 42 4 5 4 4 4 5 4 4 4 5 4 5 5 3 4 3 3 3 73 43 5 4 5 4 3 4 4 3 4 5 4 3 4 5 3 3 2 3 68 44 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 90 45 4 4 5 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4 74 46 4 5 4 4 4 4 4 5 3 4 4 4 5 4 4 4 4 4 74 47 4 4 4 4 4 5 4 4 4 5 4 4 4 4 4 5 4 4 75 48 4 5 3 3 4 3 4 4 3 3 4 3 3 5 4 5 3 4 67 49 4 4 4 4 4 3 3 4 4 4 4 3 4 4 5 4 4 4 70 50 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 72
Source: Primary Data 2012
1 = not satisfied 3 = quiet satisfied 5 = very satisfied 2 = little bit satisfied 4 = satisfied
58 Test of r Validity
No r α 5% No r α 5% No r α 5%
1 0.28876 0.279 7 0.78733 0.279 13 0.63489 0.279 2 0.34221 0.279 8 0.6592 0.279 14 0.42615 0.279 3 0.40114 0.279 9 0.67102 0.279 15 0.66358 0.279 4 0.4786 0.279 10 0.59957 0.279 16 0.41849 0.279 5 0.70842 0.279 11 0.74594 0.279 17 0.64693 0.279 6 0.64033 0.279 12 0.67463 0.279 18 0.62411 0.279
Source: Primary Data 2012
59 Reliability Test
Odd Question Even Question
1 3 5 7 9 11 13 15 17 Tot 2 4 6 8 10 12 14 16 18 Tot 1 4 3 4 4 4 4 4 4 3 34 4 4 3 4 4 4 4 4 4 35 2 5 5 3 3 3 3 3 3 3 31 5 5 3 3 3 3 3 3 3 31 3 4 4 4 3 4 4 4 5 4 36 4 4 3 4 4 3 4 4 4 34 4 4 4 4 4 4 4 4 4 4 36 4 4 4 4 4 4 4 4 4 36 5 4 4 5 4 4 4 3 4 4 36 4 3 4 5 3 4 4 3 4 34 6 4 4 4 4 3 4 5 4 4 36 5 4 4 5 4 4 4 4 4 38 7 4 4 4 4 4 4 4 4 4 36 4 4 5 4 5 4 4 5 4 39 8 4 3 4 4 3 4 3 4 3 32 5 3 3 4 3 3 5 5 4 35 9 4 4 4 4 4 5 5 4 4 38 4 4 4 4 4 5 5 4 4 38 10 4 4 4 4 5 4 4 4 4 37 4 4 4 4 4 4 4 4 4 36 11 4 4 4 4 4 4 4 4 4 36 4 4 4 4 4 4 4 4 4 36 12 5 5 4 5 4 5 4 4 4 40 5 5 4 4 4 4 5 4 4 39 13 5 5 4 4 4 4 4 4 4 38 5 5 4 4 4 4 4 4 4 38 14 5 5 4 4 4 4 4 4 4 38 5 5 4 4 4 4 4 4 4 38 15 4 5 4 4 4 4 5 4 4 38 4 4 5 4 5 5 4 5 4 40 16 4 4 3 3 3 4 4 3 4 32 3 4 4 3 3 4 3 4 4 32 17 4 4 4 4 4 4 5 4 3 36 5 4 5 4 5 5 3 3 3 37 18 5 5 3 4 4 4 4 3 2 34 4 4 4 3 5 3 5 3 3 34 19 5 5 5 5 5 5 5 5 5 45 5 5 5 5 5 5 5 5 5 45 20 4 5 4 4 4 4 4 4 4 37 4 4 4 4 5 4 4 4 4 37 21 4 4 4 4 3 4 5 4 4 36 5 4 4 5 4 4 4 4 4 38 22 4 4 4 4 4 4 4 4 4 36 4 4 5 4 5 4 4 5 4 39 23 4 3 4 4 3 4 3 4 3 32 5 3 3 4 3 3 5 5 4 35 24 4 4 4 4 4 5 5 4 4 38 4 4 4 4 4 5 5 4 4 38 25 4 4 4 4 5 4 4 4 4 37 4 4 4 4 4 4 4 4 4 36 26 4 4 3 3 3 4 4 3 4 32 3 4 4 3 3 4 3 4 4 32 27 4 4 4 4 4 4 5 4 3 36 5 4 5 4 5 5 3 3 3 37 28 5 5 3 4 4 4 4 3 2 34 4 4 4 3 5 3 5 3 3 34
60
29 5 5 5 5 5 5 5 5 5 45 5 5 5 5 5 5 5 5 5 45 30 4 5 4 4 4 4 4 4 4 37 4 4 4 4 5 4 4 4 4 37 31 4 3 4 4 4 4 4 4 3 34 4 4 3 4 4 4 4 4 4 35 32 5 5 3 3 3 3 3 3 3 31 5 5 3 3 3 3 3 3 3 31 33 4 4 4 3 4 4 4 5 4 36 4 4 3 4 4 3 4 4 4 34 34 4 4 4 4 4 4 4 4 4 36 4 4 4 4 4 4 4 4 4 36 35 4 4 5 4 4 4 3 4 4 36 4 3 4 5 3 4 4 3 4 34 36 4 3 4 4 3 4 3 4 3 32 5 3 3 4 3 3 5 5 4 35 37 4 4 4 4 4 5 5 4 4 38 4 4 4 4 4 5 5 4 4 38 38 4 4 4 4 5 4 4 4 4 37 4 4 4 4 4 4 4 4 4 36 39 4 4 4 4 4 4 4 4 4 36 4 4 4 4 4 4 4 4 4 36 40 5 5 4 5 4 5 4 4 4 40 5 5 4 4 4 4 5 4 4 39 41 4 4 3 3 3 4 4 3 4 32 3 4 4 3 3 4 3 4 4 32 42 4 4 4 4 4 4 5 4 3 36 5 4 5 4 5 5 3 3 3 37 43 5 5 3 4 4 4 4 3 2 34 4 4 4 3 5 3 5 3 3 34 44 5 5 5 5 5 5 5 5 5 45 5 5 5 5 5 5 5 5 5 45 45 4 5 4 4 4 4 4 4 4 37 4 4 4 4 5 4 4 4 4 37 46 4 4 4 4 3 4 5 4 4 36 5 4 4 5 4 4 4 4 4 38 47 4 4 4 4 4 4 4 4 4 36 4 4 5 4 5 4 4 5 4 39 48 4 3 4 4 3 4 3 4 3 32 5 3 3 4 3 3 5 5 4 35 49 4 4 4 3 4 4 4 5 4 36 4 4 3 4 4 3 4 4 4 34 50 4 4 4 4 4 4 4 4 4 36 4 4 4 4 4 4 4 4 4 36
Source: Primary Data 2012
1 = not satisfied 3 = quiet satisfied 5 = very satisfied 2 = little bit satisfied 4 = satisfied
𝑟𝑟= 𝑜𝑜𝑜𝑜𝑜𝑜 𝑜𝑜𝑑𝑑𝑑𝑑𝑑𝑑𝑑𝑑𝑑𝑑 𝑑𝑑𝑒𝑒𝑑𝑑𝑑𝑑
= 0.559254343824267
61 Average Level of Satisfaction
No Doormen *
Lobby
Workers * Lobby * Room *
Additional Facilities
(unit)
1 3.75 3.8 4 3.8 2
2 5 3 3 3 0
3 4 3.6 3.75 4.2 1
4 4 4 4 4 2
5 3.75 4.4 3.5 3.8 0
6 4.25 4 4.25 4 2
7 4 4.2 4.25 4.2 9
8 3.75 3.6 3.25 4.2 2
9 4 4 4.75 4.2 9
10 4 4.2 4 4 9
11 4 4 4 4 8
12 5 4.2 4.25 4.2 8
13 5 4 4 4 8
14 5 4 4 4 8
15 4.25 4.2 4.75 4.2 2
16 3.75 3.2 3.75 3.6 2
17 4.25 4.2 4.75 3.2 2
18 4.5 3.6 4 3.2 1
19 5 5 5 5 1
20 4.25 4 4.25 4 1
21 4.25 4 4.25 4 2
22 4 4.2 4.25 4.2 9
23 3.75 3.6 3.25 4.2 2
24 4 4 4.75 4.2 9
25 4 4.2 4 4 9
26 3.75 3.2 3.75 3.6 2
27 4.25 4.2 4.75 3.2 2
62
28 4.5 3.6 4 3.2 1
29 5 5 5 5 1
30 4.25 4 4.25 4 1
31 3.75 3.8 4 3.8 2
32 5 3 3 3 0
33 4 3.6 3.75 4.2 1
34 4 4 4 4 2
35 3.75 4.4 3.5 3.8 0
36 3.75 3.6 3.25 4.2 2
37 4 4 4.75 4.2 9
38 4 4.2 4 4 9
39 4 4 4 4 8
40 5 4.2 4.25 4.2 8
41 3.75 3.2 3.75 3.6 2
42 4.25 4.2 4.75 3.2 2
43 4.5 3.6 4 3.2 1
44 5 5 5 5 1
45 4.25 4 4.25 4 1
46 4.25 4 4.25 4 2
47 4 4.2 4.25 4.2 9
48 3.75 3.6 3.25 4.2 2
49 4 3.6 3.75 4.2 1
50 4 4 4 4 2
Source: Primary Data 2012
1 = not satisfied 3 = quiet satisfied 5 = very satisfied 2 = little bit satisfied 4 = satisfied
63
APPENDIX 2
Questioner
I. Respondent Identity 1. Gender ? ...
a. Male b. Female
2. hometown ? ...
3. Age ? ……….
a. < 20 years c. 30 – 39 years e. > 50 years b. 20 – 29 years d. 40 – 49 years
4. Room Type? ………..
a. President Suite c. Junior Suite Room e. Deluxe room b. Suite d. Executive Business Room
II. Hotel Sunan Solo’s Services
Please value (checking) from each of the existing information with conversion value as follows:
1 = not satisfied 3 = quiet satisfied 5 = very satisfied 2 = little bit satisfied 4 = satisfied
A. Hotel’s Doorwomen
No. Information Value
1 2 3 4 5 1 Attitude and behavior of the doormen when
responding to a visitor(s)
2 Politeness and friendliness of the doormen when responding to a visitor(s)
3 Quickness and skill of the doormen when responding to a visitor(s)
4 Impression with the doormen overall
64 B. Lobby Workers
No. Information Value
1 2 3 4 5 1 Attitude and behavior of lobby workers when
responding to a visitor(s)
2 Quickness and skill of lobby workers when responding to a visitor(s)
3 Ability and responsiveness of lobby workers when there is an attending visitor
4 Ability on baggage handling of lobby workers 5 Impression with the lobby workers overall
C. Hotel’s Lobby
No. Information Value
1 2 3 4 5 1 Setup and layout of the lobby
2 Cleanliness of the lobby 3 Orderliness of the lobby
4 Impression with the lobby overall
D. Bedroom
No. Information Value
1 2 3 4 5 1 Setup and layout of the bedroom
2 Cleanliness of the bedroom 3 Comfort in the bedroom area
4 Satisfaction in enjoying bedroom’s facilities 5 Impression with the bedroom overall
65 III. Additional Facilities
Check list what additional facilities which you are enjoying and using in the Hotel Sunan Solo!
If you have enjoyed and used of those additional facilities above, check of which underlying your reason to choose them!
No
. Reason Checking Mark
(√) 1 I used those additional facilities above because I had
been satisfied with the services since I came.
2 I used those additional facilities above because I needed entertainment
3 I used those additional facilities above because I really needed them
4 I was happy when using those additional facilities
No. Additional Facilities Checking Mark
(√) 1 Business Center
Internet Café Photocopy Faximile Printing Scanning Ticketing
2 Recreation and fun Fitness center Spa gallery
Pool bar and swimming pool 3 Music room
66 IV. Impression and Advices
Give impression and advices at services and the additional services in Hotel Sunan Solo by writing in blank space below!
A. Impression
………
………
………
………
………
………
B. Advices
………
………
………
………
………
………