THE ANALYSIS OF DOMINANT FACTORS OF SERVICE QUALITY DIMENSION IN THE RITZ- CARLTON HOTEL JAKARTA

Abstract

Service Quality is a concept that has aroused considerable interest and debate in the research literature because of the difficulties in both defining and measuring it with no overall consensus emerging on either. Customer satisfaction and service quality are often treated together as function of customer’s perceptions and expectations and research has shown that high service quality contribute significantly to profitability. Service Quality is required to be first measured in order to improve the quality in a service organization. Practitioners and academics are eager on measuring service quality accurately in order to have better understanding of its indispensable antecedent and consequences, and eventually ascertain methods for improving and measuring service quality in search for competitive advantage. The aim of this study is to rank the dimensions of service quality that affect the customers’ expectation in The Ritz-Carlton Hotel Jakarta. The measurements used were based on the widely accepted SERVQUAL model which is the most common method for measuring service quality. This study also examined the service quality gap by comparing customers’ expectations and their actual perceptions. The results of the study indicated that all of the service quality factors are important. Empathy was rated as the most important dimension followed by Tangible, Assurance, Reliability, and Responsiveness.