Analisis Gap pada Service Quality dengan Menggunakan Analytical Network Process pada Hotel JW Marriott Surabaya
DOI:
https://doi.org/10.26740/jim.v10n2.p737-746Keywords:
analisis gap, analytical network process, service qualityAbstract
This paper discusses the gap analysis of service quality dimensions with the Analytical Network Process (ANP) to explain how the management of the JW Marriott Surabaya Hotel in providing services to customers. The evaluation process is carried out by providing a questionnaire of customer perceptions and expectations with a Likert scale and then using ANP to determine the priority of evaluating service quality dimensions that can be used to find service quality gaps. The results show that 1) the largest gap occurs in the Price dimension, the second largest gap is the competency dimension, and the third largest gap is the responsiveness dimension, 2) the results of the evaluation priority level weighting indicate that the access and approachability dimensions have priority for improvement and evaluation, the second priority is the dimension of flexibility, and the third priority is the dimension of politeness. There are gaps in suitability, and gaps in market research, that have led some customers to leave negative reviews on the Booking.com site. Thus, it is necessary for the management of the JW Marriott Hotel to improve the quality of services provided so that hotel customers give a positive assessment and can even increase the number of customers of the JW Marriott Hotel Surabaya. In this case, even though the customer rating is good, the hotel management must always be willing and able to improve the quality of services provided because service quality is the most important thing in the hotel business.
References
Bank Indonesia. 2016. Kajian Ekonomi dan Keuangan Regional Provinsi Jawa Timur. (Online)(http://www.bi.go.id/id/publikasi/kajian-ekonomiregional/jatim/Contents/ Kajian%20Ekonomi%20Keuangan%20Regional%20Jawa%20Timur%20Agustus%202 016.pdf, diakses 31 Mei 2017)
Bayazit, O., & Karpak, B. (2007). An analytical network process-based framework for successful total quality management (TQM): An assessment of Turkish manufacturing industry readiness. International Journal of Production Economics, 105(1), 79–96. https://doi.org/10.1016/j.ijpe.2005.12.009
Boateng, P., Chen, Z., & Ogunlana, S. O. (2015). An Analytical Network Process model for risk prioritisation in megaprojects. International Journal of Project Management, 33(8), 1795–1811. https://doi.org/10.1016/j.ijproman.2015.08.007
Dabestani, R., Shahin, A., & Saljoughian, M. (2017). Evaluation and prioritization of service quality dimensions based on gap analysis with analytic network process. International Journal of Quality & Reliability Management, 34(4), 530–548. https://doi.org/DOI 10.1108/IJQRM-04-2015-0050
Fatihudin, D., & Firmansyah, A. (2019). Pemasaran Jasa: (Strategi, Mengukur Kepuasan Dan Loyalitas Pelanggan). Yogyakarta: Deepublish.
Fitzsimmons, J. A., & Fitzsimmons, M. J. (2014). Service Mangement: Operations, Strategy, Information, Technology. Eighth Edition. New York: Mc Graw Hill Education.
Haksever, Cengiz, & Render, B. (2013). Service Management: An Integrated Approach to Supply Chain Management and Operation. New Jersey: Pearson Education, Inc.
Kementrian Perdagangan Republik Indonesia. 2017. Peningkatan Peran Sektor Jasa dalam Perekonomian, (Online), (http://isd-indonesia.org/wp-content/uploads/2017/03/ISD- Services-Week-2017-Herliza.pdf, diakses 31 Mei 2017)
Kheng, L. L., Mahamad, O., Ramayah, T., & Mosahab, R. (2010). The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia. International Journal of Marketing Studies, 2(2), 57–66. Retrieved from www.ccsenet.org/ijms
Köne, A. Ç., & Büke, T. (2007). An Analytical Network Process (ANP) evaluation of alternative fuels for electricity generation in Turkey. Energy Policy, 35(10), 5220–5228. https://doi.org/10.1016/j.enpol.2007.05.014
Saaty, T. L. (2008). Decision making with the analytic hierarchy process. International Journal Services Sciences, 1(1), 83–98.
Sevinç, A., Gür, Ş., & Eren, T. (2018). Analysis of the difficulties of SMEs in industry 4.0 applications by analytical hierarchy process and analytical network process. Processes, 6(12), 1–16. https://doi.org/doi:10.3390/pr6120264
Sugiyono. (2009). Metode Penelitian Bisnis (Pendekatan Kuantitatif, Kualitatif, dan R&D). Bandung: Alfabeta.
Sugiyono. (2017). Metode Penelitian Kebijakan: Pendekatan Kuantitatif, Kualitatif, Kombinasi, R&D dan Penelitian Evaluasi. Bandung: Alfabeta.
Vagias, W. M. (2006). Likert-type scale response anchors. Clemson International Institute for Tourism & Research Development, Department of Parks, Recreation and Tourism Management.
Wahyuni, D. (2012). The research design maze. Journal of Applied Management Accounting Research, 10(1), 69–80.
Widianingrum, R., Suranto, Hermanto, F. Y., & Sholikah, M. (2020). Office Communication Competencies for Vocational High School in Industri 4.0. Dinamika Pendidikan, 15(1), 77–86. https://doi.org/10.15294/dp.v15i1.24348
Yin, R. K. (2013). Validity and generalization in future case study evaluations. Evaluation, 19(3), 321–332. https://doi.org/10.1177/1356389013497081
Yüksel, I., & Daǧdeviren, M. (2007). Using the analytic network process (ANP) in a SWOT analysis - A case study for a textile firm. Information Sciences, 177(16), 3364–3382. https://doi.org/10.1016/j.ins.2007.01.001
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and Control Processes in the Delivery of Service Quality. Journal of Marketing, 52(2), 35–48. https://doi.org/doi.org/10.1177/002224298805200203
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons:Attribution-NonCommercial 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
Abstract views: 167
,
PDF Downloads: 747
