DESKRIPSI KEPUASAN TAMU ATAS PENGALAMAN MENGINAP DENGAN PENDEKATAN ANALISA KONTEN ONLINE REVIEW : STUDI DI BUMI SURABAYA CITY RESORT

Robin Andersen, Lidya Sanjaya

Abstract


Abstrak: Penelitian ini dilakukan untuk mengetahui kepuasan tamu terkait pengalaman tamu menginap di Bumi Surabaya City Resort yang dituliskan dalam bentuk online review terkait kepuasan maupun ketidakpuasan tamu. Teknik analisis data dalam penelitian kualitatif ini adalah teknik analisa konten (content analysis). Penelitian ini meneliti 186 online review di TripAdvisor tentang hotel Bumi Surabaya City Resort. Hasil penelitian menunjukkan bahwa pada atribut hotel yang menujukkan kepuasan  tamu adalah variasi makanan, ukuran kamar, suasana, dekat dengan tengah kota, kolam renang dan adanya sarapan, keramahan staff, odor dan manajemen Sedangkan untuk atribut hotel yang menunjukkan ketidakpuasan tamu adalah fasilitas restoran, toilet, desain interior, fasilitas penunjang, perceived value, professional servis dan temperatur


Keywords


Atribut Hotel, Kepuasan, Pengalaman tamu, komentar online

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