ANALISIS KUALITAS PELAYANAN ROOM ATTENDANT DI ROCKY PLAZA HOTEL PADANG

Abstract

The purpose of this research is to determine the quality of room attendant
service at Rocky Plaza Hotel in terms of 5 indicators of service quality, namely:
reliability, responsiveness, assurance, empathy and tangibles . The method which
was used in this research was descriptive quantitative. The population of this
study was guests staying at the Rocky Plaza Hotel Padang, with an average
number of guests as many as 5001 people. Sampling technique in this research is
purposive sampling counted 98 guests. The data were collected through a
questionnaire using likert scale which validity and reliability have been tested.
The result of the research demonstrates that overall service quality at Hotel Rocky
Plaza Padang was classified as a good category with the visitor percentageof 54%.
While for each indicator are: 1) tangibles as much as 54% of respondents stated
good, 2) empathy as much as 59% respondent stated enough, 3) reliability 48% of
respondents stated enough, 4) Responsiveness as many as 49% of respondents
stated enough, 5) assurance as much as 50% of respondents stated good.