Analysis of room attendant service quality towards guests’ satisfaction during the Covid-19 pandemic
نویسندگان
چکیده
This research aims to analyse room attendant service quality towards guests’ satisfaction at a 3-star hotel in Yogyakarta, Indonesia, especially the moment of Covid-19 pandemic. The method used are and importance-performance analysis from January until first April 2021 with 80 guest staying hotel. It is by measuring five dimensions quality: tangible, reliability, responsiveness, assurance, empathy. results assessment show that average performance lower than expectation, so guests less satisfied attendant. Increasingly intense competition industry makes strive improve accordance customer demand present (short term), as well future (long term) customers feel continue use service.
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ژورنال
عنوان ژورنال: International Journal of Green Tourism Research and Applications
سال: 2022
ISSN: ['2721-463X']
DOI: https://doi.org/10.31940/ijogtra.v4i1.38-49