International Journal of Glocal Tourism
Vol. 1 No. 2 (2020): International Journal of Glocal Tourism - December 2020

Analysis of Guest Satisfaction towards the Quality of Bartender Services

Agus Martha Di Nugraha (Tourism Business Management, Politeknik Negeri Bali, Indonesia)
Ni Luh Eka Armoni (Tourism Business Management, Politeknik Negeri Bali, Indonesia)
I Nyoman Winia (Tourism Business Management, Politeknik Negeri Bali, Indonesia)
I Gede Mudana (Tourism Business Management, Politeknik Negeri Bali, Indonesia)



Article Info

Publish Date
06 Dec 2020

Abstract

Purpose: This research is to determine the level of guest satisfaction with bartender services and efforts to increase guest satisfaction at a 5 star hotel bar in Jimbaran tourist area, Badung, Bali, Indonesia. Research methods: Data are obtained by distributing questionnaires to 50 respondents. The data were then processed by SERVQUAL and Important-Performance Analysis techniques presented with Cartesian Diagrams. Findings: The guest satisfaction with bartender services at the hotel bar as a whole is high indicated by the act that a positive SERVQUAL score gap was more than the negative SERVQUAL score gap Implications: The hotel bar needs to improve the quality of its bartender services, such as coordination between the bartender and waiter/waitress so that there is no delay in the process of service to guests.

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Journal Info

Abbrev

injogt

Publisher

Subject

Arts Humanities Decision Sciences, Operations Research & Management Education Environmental Science Languange, Linguistic, Communication & Media Social Sciences Transportation

Description

International Journal of Glocal Tourism is a double-blind peer-reviewed electronic journal managed and published by Catuspata Press in March, June, September, and December. It was first published in September 2020. This interdisciplinary journal is intended to develop mutual understanding and ...