KLASIFIKASI ATRIBUT HOTEL PENENTU KEPUASAN DI MIDTOWN HOTEL SURABAYA

Liliany Prajogo, Ronny Kusnin, Monika Kristanti

Abstract


Penelitian ini dilakukan untuk mengetahui klasifikasi atribut kepuasan di Midtown Hotel Surabaya, yaitu hotel chain domestik yang berkembang di Indonesia. Data penelitian diambil dari komentar TripAdvisor sebanyak 132 komentar. Dengan melakukan teknik content analysis, penulis mengelompokan komentar menjadi 16 atribut hotel penentu kepuasan yang dapat dikategorikan menjadi enam kategori, yaitu location, physical hotel setting, value, food, service, dan room. Teknik analisa kuantitatif yang digunakan adalah uji Kruskal-Wallis dan uji Mann-Whitney U untuk dapat mengklasifikasi atribut hotel menjadi empat kategori: satisfier, dissatisfier, critical, dan neutral. Hasil penelitian menunjukan bahwa dari 16 atribut, satu atribut dikategorikan sebagai critical, enam atribut dikategorikan sebagai satisfier, satu atribut sebagai dissatisfier, dan delapan atribut sebagai neutral.

This study was conducted to determine the classification of satisfaction attributes at Midtown Hotel Surabaya, which is a developing chain hotel in Indonesia. The data was taken from TripAdvisor at total of 132 reviews. By applying content analysis technique, reviews were grouped into 16 satisfaction attributes and further classified into six categories: location, physical hotel setting, value, food, service, and room. Quantitative analysis technique used were Kruskal-Wallis test and Mann-Whitney U test to classify the attributes into four categories: satisfier, dissatisfier, critical, and neutral. The result showed that from 16 attributes, one attribute classified as critical, six attributes as satisfier, one attribute as dissatisfier, and eight attributes as neutral.


Keywords


Atribut penentu kepuasan, satisfier, dissatisfier, critical, dan neutral.

Full Text:

PDF

References


Dolnicar, S., & Otter, T. (2003). Which hotel attributes matter? A review of previous and a framework for future research. Paper presented at the The 9th Annual Conference of the Asia Pacific Tourism Association, Sydney, Australia.

Fahmi. (2015, March 16). Perkembangan hotel budget Surabaya semakin pesat. KeSurabaya. Retrieved September 19, 2016, from http://kesurabaya.com/perkembangan-hotel-budget-surabaya-semakin-pesat/

Khoirunisa, I. (2016, February 5). Meneropong prospek perhotelan di Surabaya. Liputan 6. Retrieved September 19,2016, from http://properti.liputan6.com/read/2428772/meneropong-prospek-perhotelan-di-surabaya

Lu, W., Stepchenkova, S. (2012). Ecotourism experiences reported online: Classification of satisfaction attributes. Tourism Management, 33, 702-712.

Sujarweni, V. W., & Endrayanto, P. (2012). Statistika untuk penelitian. Yogyakarta: Graha Ilmu.

Zhou, et al. (2014). Refreshing hotel satisfaction studies by reconfiguring customer review data. International Journal of Hospitality Management, 38, 1-10.


Refbacks

  • There are currently no refbacks.