TA DIGITAL
Analisis kepuasan pelanggan terhadap pelayanan departemen logistik pada Patra Semarang Convention Hotel
Patra Semarang Convention Hotel is a four-star hotel. The facilities are various and different from the other four-star hotels. Patra Semarang Convention Hotel has a sub part of the Logistics Department which has a very important role to facilitate the operational and non operational hotel. The main task of the Department of Logistics Patra Semarang Convention Hotel as a provider of supply and demand of goods and services required other departments.
Data are collected trough distributing quesioner, interview, observation, and literature study. Those data are analyzed Importance Performance Analisys.
The result show that all customer are satisfied with twenty indicators from five dimensions SERVQUAL there are Tangible, Reliability, responsiveness, assurance, and empathy.
It is concluded that customers are satisfied with services given by Logistics Departement, but in Cartesius diagram look that five indicators in Quadrant A. Quadrant A in Cartesius diagram mean the importance of customers is high than the employes performance. It is recomended that indicators in Quadrant A should get attention to
improve employes performance to satisfy customers.
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