#TITLE_ALTERNATIVE#

• Main Author: TJAHYANTI HADIPRATOLO (NIM 29106022), RIMA
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/9087
• Institution: Institut Teknologi Bandung

Rivalry on hotel business in Bandung is very high. Santika Hotel as one of third star hotel in Bandung have to maintain its existence in order to compete with other hotels. <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> Facing the competition between so many hotels in Bandung, Santika Hotel have to improve its service quality. By improving service quality, it can improve customer satisfaction. If customer satisfy, he/she will give good recommendation and will stay at Santika on his / her next visit. This will create customer loyalty. <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> At this moment the management find out there is decreasement on customer satisfaction because of the increasement of customer complain. It's because Santika Hotel can't clearly see what customer really wants and really needs. <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> Blueprint Customer Analytical Framework is one of the method which can improve service quality. This method mapping every service, transaction, and also Standard Operation Procedure (SOP) which happen at Santika Hotel from reservation until check-out. From the blueprint, the management can find out which service, transaction or SOP are less maximize, where is the fail points, and what should be done or should be added to improve service quality. <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> To improve service quality, the management can implement Quality Culture which needs total commitment from all Santika Hotel's employee, from the highest until the lowest management level. <br />