KUALITAS PELAYANAN DALAM UPAYA MENINGKATKAN KEPUASAN WISATAWAN THE LOSARI HOTEL KUTA DAN VILLAS

Abstract

This research aimed to know the level of tourist satisfaction showed by the
quality of hotel services and to know the average level of tourist satisfaction owned
by The Losari Hotel Kuta and Villas. This researched applied on a technique of
sample taking, such as purpose sampling to gain an accurate data from respondents.
Technique of collecting data was carried out through list of questionnaire or
structured written questions that had been passed on 54 respondents. Technique
of analyzing data applied was descriptive quantitative. The indicator used in this
research was the promptness of check-in service, room sanitation, bed comfort, room
serenity, conditions of furnitures, TV channels, knowledges of all staff in serving the
guests, accuracy in providing the guests’ needs, cleanliness of villa as in a whole,
villa security and Butler service. It was found that the average rate of all components
that had been surveyed by the guests appeared on the criterion very satisfied. As an
additional, in order to increase the services in The Losari Hotel and Villa, there are
some suggestions proposed in terms of increasing the promptness of services, room
sanitation, bed comfort, including to replace and fix furnitures, also adding more TV
channels on subscription.