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

Concierge Excellent Service to Increase Customer Satisfaction

I Made Adi Dwi Cahyana Putra (Tourism Business Management, Politeknik Negeri Bali, Indonesia)
I Gusti Made Wendri (Tourism Business Management, Politeknik Negeri Bali, Indonesia)
I Putu Budiarta (Tourism Business Management, Politeknik Negeri Bali, Indonesia)

Article Info

Publish Date
06 Dec 2020

Abstract

Purpose: This research aims to improve the concierge's excellent service in increasing guest satisfaction at a 5 star hotel in Legian tourist area, Kuta, Badung, Bali, Indonesia. Research methods: Data are analyzed using the theory of Service Quality (SERVQUAL) and Importance Performance Analysis which is described in the Cartesian diagram. Findings: There are negative and positive gaps between guest perceptions and expectations. The attribute that has a negative gap is the X2 variable regarding the cleanliness of the concierge area. Implication: The hotel needs to improve cleanliness of the concierge area, the ability of the concierge to carry on the promised service on time, and suitability of information needed.

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Journal Info
International Journal of Glocal Tourism
Website

Abbrev

injogt

Publisher

Catuspata Press

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 ...