ANALISIS PREFERENSI KONSUMEN HOTEL DENGAN METODE KANO BERDASARKAN DIMENSI SERVQUAL
DOI:
https://doi.org/10.22441/pasti.2021.v15i3.009Kata Kunci:
Metode KANO, dysfunctional, functional, one dimensional, attractiveAbstrak
Peneltian ini bertujuan untuk mengetahui preferensi konsumen terhadap layanan suatu Hotel di kawasan Malioboro Yogyakarta. Berawal dari permasalahan terjadinya penurunan tingkat hunian yang terjadi selama tiga tahun berturut-turut serta adanya beberapa keluhan konsumen yang diperoeleh dari kotak saran dan aplikasi pemesanan hotel maka penelitian ini perlu dilakukan. Adapun metode yang digunakan adalah Metode Kano. Pengumpulan data dengan menggunakan kuesioner Kano yang terdiri dari kuesioner Functional dan kuesioner Dysfunctional. Jumlah sampel dalam penelitian ini sebanyak 120 responden dan teknik sampling dengan Purposive Sampling. Berdasarkan hasil penelitian, atribut layanan yang termasuk kategori Must Be yaitu hotel memiliki Swimming Pool, CaféBar bersih dan nyaman, karyawan berpakaian rapi, mampu menjaga privasi, bersedia menanggapi kritik dan saran, proses reservasi mudah, petugas parkir selalu dapat membantu. Atribut yang termasuk kategori One Dimensional yaitu interior menarik dan instagrammble, kamar dilengkapi lemari es, kondisi kamar dan Bathroom bersih dan nyaman. Atribut kategori Attractive adalah hotel tersedia fasilitas gym.Unduhan
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