IDENTIFICATION OF GAP 1 AND GAP 5 USING SERVICE QUALITY ANALYSIS AT BUSINESS HOTEL IN JABABEKA

Abstract

This study discusses how satisfied customers are at X Jababeka Hotel for the services provided. The purpose of this study is to improve the quality of existing services at X Jababeka Hotel by meet the expectations of customers. The framework used is to find out the gap between customer expectations and the service received, in the service quality model called gap 5, and to know the gap between customers expectation and management perceptions of customer expectations, called gap 1 using Service Quality Gaps Model. To find out both gaps, using sampling method questionnaires for customers and for hotel management staff with attributes of tangible, reliability, responsiveness, assurance, and empathy. The results of this study indicate that in the gap 5 has a high gaps, there are room cleanliness (-0.31), bathroom and toilet cleanliness (-0.13), food taste (-0.59), suitability of prices with hotel services (-0.03), responsiveness in resolving complaints (-0.43), responsiveness provides a variety of foods (-0.39), responsive when guests need help (-0.25), staff doing the check-in and check-out (-0.15), staff provide complete information (-0.06), accuracy staff when listening to customer complaints (-0.16), greet customers with friendly smiles (-0.10), used soft words when explain information (-0.06). And the gap 1, there are four (4) dimensions has a high gap, there are food variations (-0.50), suitability prices with hotel services (-0.13), interior nicely arrange (-0.03), and internet network speed (-0.02).