Article Per Year (5 Year)
p-Index From 2019 - 2024
0
P-Index
This Author published in this journals
All Journal Jurnal Teknobisnis
Bobby Oedy P Soepangkat
Institut Teknologi Sepuluh Nopember
Decision Sciences, Operations Research & Management

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
ANALISA FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN KARYAWAN TERHADAP LINGKUP KERJANYA DAN KEPUASAN TAMU HOTEL XYZ Siska Ayu Kartika; Bobby Oedy P Soepangkat; Sony Sunaryo
Jurnal Teknobisnis Vol 1, No 1 (2005): Jurnal TEKNOBISNIS
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat- Institut Teknologi Sepuluh Nopember

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (2286.595 KB) | DOI: 10.12962/j24609463.v1i1.2419

Abstract

XYZ Hotel is a three stars hotel, which currently faces a problem with declining occupancy room and growth of total guest. These will become worse, if XYZ Hotel can not provide the best service as guest expectation. The ability of employee to provide service is influenced by employee’s satisfaction to their work scope which consists of character ambiguity, character conflict, competency conformity to employee’s work, technology conformity to employee’s work, control perception, control system and team work. On the other side, customer satisfaction is also influenced by service quality variables, such as tangible, reliability, responsibility, assurance and empathy.This research was done by distributing questionnaire using SERVQUAL Method (Parasuraman, et al. 1990), and only measure gap 3 and 5, using Likert scale. The result showed that factor which influenced employees satisfaction was control system. And the most important factor that influences customer satisfaction was assurance. Both of these important factor had to be a first improvement priority for management to reach customer satisfaction. Finally, based on this research, we learned that there was no significant correlation between employee and customer satisfaction in the XYZ Hotel.
Co-Authors Siska Ayu Kartika Sony Sunaryo