THE INFLUENCE OF SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION IN HOUSEKEEPING DEPARTMENT A CASE OF CLUB MED BALI, 2015

Abstract

The hospitality industry in Indonesia has gradually grown and become one of the promising businesses in the world. Hotel operators now focus more on the quality standards in order to meet the basic needs and expectations of the customers. This research is done to identify the relationship between service quality towards customer satisfaction in housekeeping department at Club Med Bali regarding the complaints that hotel got from tripadvisor.com. This research focuses on the complaints specifically in housekeeping department at Club Med Bali. There are 5 variables that are used in this research such as service quality (tangible, reliability, responsiveness, assurance, empathy) towards customer satisfaction in housekeeping department. For this purpose, the questionnaire as the tool of this researchis created to measure those aspects and ensure the quality of research that also bring valid outcome to public.Questionnaire was taken from previous studies and used as the tool to collect primary data from the hotel guests. The sample consisted of 150 respondents. The primary data were then analyzed using statistical software and mulitple regression analysis. From the results, there are 4 (four) variables from 5 (five) that significantly influence customer satisfaction which are tangible, reliability, assurance and empathy. When all variables measured altogether, it has value of 0.040 for tangible and 0.000 for reliability, assurance and empathy. The independent variables have strong correlation with the dependant variables that shown in the model summary where the R value is 0.952. The result of this research shows that service quality has 90.7% influence power towards customer satisfaction in housekeeping department at Club Med Bali with the conclusion that empathy variable has the most significant influence towards customer satisfaction in housekeeping department.