Analisis Penilaian Kepuasan Pelayanan Hotel Pelanggan Traveloka (Studi Kasus Hotel di Area Malioboro Yogyakarta)

Wangsit Supeno

Abstract


Abstract - Rapid advances in information technology really help consumers in determining the best options including Transact quickly and easily on line. One of the agents of the service provider based on well-known line is Traveloka. Facilities provided by the Traveloka through the Traveloka site, one of which relates to service information three star hotel located in the area of Malioboro Yogyakarta. From the Traveloka website, and the image information can be acquired early on hotels that will be targeted, either from the side of the price or the quality of service in the form of reviews and rating the satisfaction experience hotel guests who had been staying there. In compiling this research, the author examines the factors of customer satisfaction Traveloka who have used the services of 10 three-star hotel located in the area of Malioboro Yogyakarta, based on data in the site Traveloka on 6 January 2018. Based on data from the site traveloka, it can be assessed that the average guest satisfaction rating out of 10 three-star hotel in the Malioboro Yogyakarta area overall is 8.5 with very good. Based on the share of service satisfaction, the hotel's guests were satisfied with the location of the hotel as much as 42.9%, 19%, hospitality room hygiene 17%, 19.2% food and the convenience of 2%. With the reviews of the hotel guest experience that is listed in the site Traveloka, then the next hotel, prospective users can easily learn the advantages and disadvantages a hotel that will be visited both in the service as well as price before determining a selection of the best.

 

Key word : Service Satisfaction, Customer

 

Pesatnya kemajuan teknologi informasi sangat membantu konsumen dalam menentukan pilihan yang terbaik termasuk melakukan transaksi dengan mudah dan cepat secara on line. Salah satu perusahaan agen penyedia layanan jasa berbasis on line yang cukup terkenal adalah Traveloka. Fasilitas yang disediakan oleh Traveloka melalui situs Traveloka, salah satunya berhubungan dengan informasi layanan hotel bintang tiga yang berlokasi di area Malioboro Yogyakarta. Dari situs Traveloka tersebut, dapat diperoleh informasi dan gambaran awal tentang hotel yang akan dituju, baik dari sisi harga maupun kualitas pelayanan dalam bentuk rating dan ulasan kepuasan pengalaman para tamu hotel yang telah menginap di sana. Dalam menyusun penelitian ini, penulis meneliti faktor kepuasan pelanggan Traveloka yang telah menggunakan jasa layanan 10 hotel bintang tiga yang berlokasi di area Malioboro Yogyakarta, berdasarkan data dalam situs Traveloka pada tanggal 6 Januari 2018. Berdasarkan data dari situs traveloka, dapat dinilai bahwa rata-rata rating kepuasan tamu dari 10 hotel bintang tiga di area Malioboro Yogyakarta secara keseluruhan adalah 8,5 dengan predikat Sangat Baik. Berdasarkan porsi kepuasan pelayanan, tamu hotel yang merasa puas dengan lokasi hotel sebanyak 42,9%, keramahan 19%, kebersihan kamar 17%, makanan 19,2% dan kenyamanan 2%. Dengan adanya ulasan pengalaman tamu hotel yang tercantum dalam situs Traveloka, maka calon pengguna hotel berikutnya, dapat dengan mudah mempelajari kelebihan dan kekurangan hotel yang akan dikunjungi baik dari sisi pelayanan maupun harga sebelum menentukan pilihan yang terbaik.

Kata Kunci : Kepuasan Pelayanan, Pelanggan

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References


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DOI: https://doi.org/10.31294/jp.v16i1.3050

 dipublikasikan oleh LPPM Universitas Bina Sarana Informatika Jakarta

Jl. Kramat Raya No.98, Kwitang, Kec. Senen, Kota Jakarta Pusat, DKI Jakarta 10450
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