This thesis entitled "An Analysis of the Dominant Factors of the Service Quality Dimension at the Ritz-Carlton Hotel Jakarta" was prepared and submitted by Dewi Nuraini Rafiastuti as partial fulfillment of the requirement for the Bachelor of Management with a concentration in International Business in the Faculty of Economics and has been reviewed and found to meet conditions for a diploma thesis, suitable for the exam. I declare that the thesis entitled "An Analysis of the Dominant Factors of the Service Quality Dimension in the Ritz-Carlton Hotel Jakarta" is, to the best of my knowledge and belief, an original work that has not been submitted either in whole or in part to another university for a degree. Service quality is a concept that has attracted much interest and debate in the research literature due to the difficulties in defining and measuring it, with no general agreement on either.
Service Quality is required to be measured first to improve quality in a service organization. The purpose of this study is to rank the dimensions of service quality that influence customer expectations at The Ritz-Carlton Hotel Jakarta. The measurements used are based on the widely accepted SERVQUAL model which is the most common method for measuring service quality.
This study also investigated the service quality gap by comparing customers' expectations and their actual perceptions. The results of the study indicated that all the service quality factors are important.
INTRODUCTION
- Background of the Study
- Company Profile
- The Logo
- Problem Identified
- Research Objectives
- Theoretical Framework
- Understanding Service Quality and Customer Satisfaction
- Consumer Expectations versus Management Perception
- Management Perceptions versus Service Quality Specifications
- Service Quality Specifications versus Service Delivery
- Service Delivery versus External Communication
Gronroos (1984) suggests that customers' perception of service quality can be divided into functional and technical quality. Functional quality is about evaluating the service delivery process, which reflects the customers' experience of service quality. Johnson et al., (1999) also consider the long-term benefits of good service quality, which customer satisfaction can help predict.
11 However, Boulding et al., (1993) found a positive relationship between service quality and repurchase intentions and willingness to recommend. Furthermore, Zeithmal et al., (1996) suggest a comprehensive, multidimensional framework of the relationship between service quality and customer loyalty. Thus, customer satisfaction is the result of the customer's perception of the value received in a relationship where service quality equates to values relative to customer acquisition costs and price (Blanchard and Galloway, 1994).
The importance of service quality necessitates the study of service quality in the context of strategic management of companies. The relationship between service quality and customer satisfaction has received considerable academic attention in recent years. However, the nature of the exact relationship between service quality and customer satisfaction (especially in the way the two constructs have been operationalized) is still shrouded in uncertainty.
Based on this approach, the relationship between service quality and customer satisfaction was investigated.
RESEARCH METHODOLOGY
- Primary Research
- Questionnaires
- Data Analysis
- Sampling Design
- Research Time and Place
- Research Instruments
- Data Collection
- Sampling Design
- Validity Testing
- Reliability Testing
22 The reasons why the researcher uses a quantitative research methodology as part of the research because it has several strengths according to http://http.southalabama.edu compared to others such as. The researcher may miss phenomena that occur because of the focus on theory or hypothesis testing rather than on theory or hypothesis generation. Veal (1997) points out that primary data is new data collected by the researcher specifically for new research projects.
Therefore, in obtaining, evaluating and interpreting quantitative data, the researcher can remain detached and objective. Often this is not possible with qualitative research, where the researcher can actually be involved in the research situation (Sugiyono, 2001). 25 Questionnaire can be sent to a large number of people and save the researcher time and money.
Questionnaires can get a large sample of respondents, as the researcher can send them by post and/or through some institutions or organizations. Second, the cost of using questionnaires is not expensive because the researcher does not need to send people to collect data. The reasons why the researcher used the questionnaire/survey as part of the tools to start the research was because according to http://writing.cilistate.edu it has many advantages compared to others such as
In this section, the researcher will try to explain the step of doing the research as seen in figure 3.1. 27 Using the theory on topic, the researcher constructs a questionnaire and begins collecting samples for validity and reliability testing. The researcher will select the only valid questions and eliminate all the invalid questions.
The Likert scale is an ordinal scale and the output that the researcher needs is interval data. Furthermore, non-probability sampling was chosen in this research because the researcher was particularly interested. When using this method, the researcher must be sure that the selected sample is truly representative of the entire population.
ANALYSIS OF DATA AND INTERPRETATION OF RESULTS
Data Collection
The first dimension is Tangible and describes the attractive physical facilities in the hotel. In addition, respondents are asked to give a score of 1-5. Based on the above table, it can be concluded that statement No. 4 (Technology in hotels uses modern-looking equipment) was ranked highest with an average mean of 3.7, while the lowest ranked was chosen by the respondents. a statement no.3 (written material such as brochures or statements that are easy to understand) with an average mean of 3.35. The service level is the same for all employees at all times of the day, with an average mean of 3.59.
When hotels promise to do something in a certain time, they will do it with an average score of 2.19. Furthermore, it can be concluded that in reliability dimension respondents choose a statement no.8 (exact specifications of customers followed) with a mean average of 3.76 and the lowest rank is a statement no.5 (when hotel promises to do something in a certain time, they will do it) with an average mean of 2.19. From the explanation above, it shows that in the responsiveness dimension, respondents agree with a statement no.11 (employees who are willing to answer customer questions) of respondents selected as the highest position with an average mean of 3.69.
From the evaluation, it can be concluded that the respondents agree with statement no. 16 (employees are constantly brave with customers) with an average of 3.92, while the lowest ranking is with statement no. 17 (employees have the knowledge to answer the question ) with an average of 2.94. Empathy is the last dimension that describes the courtesy, respect, consideration and friendliness of contact personnel. The following assessment will describe more specified in relation to the table above. Employees understand the specific needs of customers with an average of 3.76 It can be concluded that the highest ranking was chosen by the respondents with an average of 3.76 is statement no.18 (employees understand the specific needs of customers) and the questions with the lowest ranking is the statement no. 19 (employees always greet you by name) with an average of 3.57.
As a result, it can be concluded that dimension with an average value of a maximum result of all dimensions is Empathy dimension with a total mean of 3.662, while the lowest dimension is the Reliability dimension with a total mean of 3.318.
APPENDICES
Reliability
CONCLUSION AND RECOMMENDATION
Conclusions
Recommendation
Books
Internet
