#TITLE_ALTERNATIVE#

• Main Author: Raras Gitasmitha (NIM 190 04 041) , Anggun
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/5744
• Institution: Institut Teknologi Bandung

Abstract: <br /> <br /> <br /> <br /> <br /> <br /> The pioneer of boutique hotel in Bandung, Geulis, has a unique concept in providing service quality to their customer. While the service quality itself is consist of the quality of several dimensions such as Tangible, Reliability, Responsiveness, Assurance, and Empathy where each of which has its own detail attributes. <br /> <br /> <br /> <br /> <br /> This research is focusing in analyse the Customer Gap (Gap 5), means the discrepancy of the customer expectation and perceived service of each service dimension and It detailed attributes. The research will be essential as feedbacks to the hotel management in order to improve their service quality performance. The methods for designing the research questions are by using qualitative and quantitative research. Start with the interview, pre-observation, and service quality literature studies, resulting an adapted tool that is customized for the research. The step of gathering information data conducted by SERVQUAL research that were spread to 84 respondents who are the hotels customers that used the service in the certain period of 2006-2007. Since the Customer Gap are actually impacted either direct or indirect ly with other gaps, also necessary to dig information as additional information for the customer gap source. The other gaps are the Gap1, Knowledge Gap and Gap 2, the Service Quality Specifications Gap which are internal managerial gaps. Gap3, the Service Performance Gap and Gap 4, the External Communication Gap which are the gaps between service provider management with the customer. <br /> <br /> <br /> <br /> <br /> After the SERVQUAL result is measured, concluded that there is occurred Customer Gap in Geulis boutique hotel, eventough the level is very low (nearly zero). This could be occurred because the result of Gap 2, 3, and 4 shows a very good result. The factor that possibly influenced the gap of Gap 5 is Gap 1, because its high discrepancy result. The analysis of importance (expectation) & performance (perceived service) matrix and the level of customer service importance will become important factors in order to position the attributes gaps in the priority ordered. Therefore, the company could improve the service performance according to the priority and accustomed with their resource and capabilities. Finally the recommendation will become a very useful based-on-fact comments and suggestion for the service provider management to acquire their final objective, which is giving the excellent personalized service and satisfaction to the customer. <br /> <br />