THE ANALYSIS OF IMPACT SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION AT PULLMAN HOTEL JAKARTA CENTRAL PARK

Abstract

Service quality is one important thing that need to provide in service sector, moreover in hospitality provide a good service has become a necessity. With giving best service to customer, it will affect to customer satisfaction. So, when customer feel satisfy, it will become to customer perception with the hotel and will give the loyalty to the hotel. Nowadays when researcher doing interenship in Pullman Hotel Jakarata Central Park, researcher found there are still several complaint from customer Pullman Hotel Jakarta Central Park. This research is focusing on “The Analysis of Impact Service Quality Towards Customer Satisfaction at Pullman Hotel Jakarta Central Park”, where there are two main reason encourage researcher to conduct this research. Firstly, when researcher internship at Pullman Hotel Jakarta Central Park researcher still found several complain from customer, and second, researcher want Pullman Hotel Jakarta Central Park be better in the future and can provide more service to the customer. This research is use five independent variable service quality that can impact customer satisfaction at Pullman Hotel Jakarta Central park, with variable : room service, restaurant service, sport center service, service excellent, interpersonal relation. This research using qualitative research to analysis the data, and use questionnaire to gathered sample. Where the questionnaire has already tested with reliability test and validity test to measure that the questionnaire reliable and valid to get data. The result of this research is, from five independent variable room service, restaurant service, sport center service, service excellent, interpersonal relation. From that variable there are only one variable which partially have significant affect towards customer satisfaction at Pullman Hotel Jakarta Central Park. That is interpersonal relation. So, Pullman Hotel Jakarta Central Park need to keep improving to provide interpersonal relation to customer, such as : give a greetings when meet guest, eliminate social distance with guest to make customer more satisfy and giving best service, always keep to make improvement to win the competition in the market and maintain existing service will make guest loyal with Pullman Hotel Jakarta Central Park, attrach more guest and become more successful in the future.