ANALISIS PENGARUH PELAYANAN PRIMA TERHADAP REPUTASI PERUSAHAAN ( STUDI EMPIRIS PADA HOTEL GRAHA SANTIKA SEMARANG )

Abstract

ABSTRACTS Excellence Service of a hotel is effective to escalate the satisfaction towards customers. A customer satisfaction portrays the liability of the service. Nevertheless, services to be facilitated must be more than in good-quality standard, but also in good service [excellence service], meaning that the service is placed beyond the expectation of the customers. Excellence service can be implemented through developing interpersonal relationship among customers and both hotel managers and service innovation. The more qualified the prime service is the better repute the hotel is. The purpose of the study is to examine [analyzed] an observation model concerning the causal relation among interpersonal relationship, service innovation, excellence service and repute. The study, using a Structural Equation Modeling analysis, was carried out at Hotel, Graha Santika Semarang. The result of the study derives a positive as well as significant relationship between interpersonal relationship and service innovation; and excellence service. The relationship between excellence service and hotel repute is significantly positive. When the hotel was wholly examined, it was shown that Graha Santika had a high level of goodness of fit model. The model was acceptable in connection with the fulfilled criteria required to the SEM. The study has serious effect to the development of excellence service. Thus, it is important to improve personal relationship through a service culture, which is applied to the hotel officers/employees. Service innovation plays its significant role in creating different service method from other hotels. The study allows the following research to be implemented as this has not been in a very complete form. ABSTRAKSI idak sekedar membutuhkan kualitas pelayanan standard, namun nakan pada pelayanan prima, yaitu pelayanan yang melampaui sumen. Adapun peningkatan pelayanan prima dapat dilakukan ngkatan hubungan interpersonal yang dibangun antara konsumen gelola hotel dan inovasi pelayanan. Dengan meningkatnya ng prima diharapkan akan mampu mendorong reputasi hotel. menguji sebuah model penelitian mengenai hubungan kausalitas ngan interpersonal, inovasi pelayanan, pelayanan prima dan akukan penelitian terhadap pelanggan hotel Graha Santika lat analisis yang digunakan adalah Structural Equation Modeling enelitian menunjukkan terdapat hubungan positif yang signifikan gan interpersonal dan inovasi pelayanan dengan pelayanan prima. ngan antara pelayanan prirrib dengan reputasi hotel, juga terbukti kan berhubungan positif. Pada pengujian model penelitian secara terbukti memiliki tingkat goodness of fit model yang baik, odel ditunjukkan dengan terpenuhinya beberapa kriteria yang ada SEM. si dari penelitian ini adalah dalam peningkatan pelayanan prima, itingkatkan hubungan interpersonal melalui penciptaan budaya hadap karyawan hotel. Peranan inovasi layanan dapat ditempuh than pelayanan yang berbeda dibandingkan dengan hotel lain. an ini juga ditampilkan keterbatasan dan agenda penelitian Pelayanan prima pada sebuah hotel akan mampu meningkatkan kepuasan konsumen, sebab kepuasan konsumen akan menunjukkan keberhasilan suatu pelayanan. Namun pelayanan yang diberikan kepada konsumen lebih dite harapan k melalui pen dengan pe pelayanan Untu antara hub reputasi, d Semarang. (SEM). Hasil antara hubu Adapun hub secara signi keseluruhan, penerimaan disyaratkan Implik maka perlu• pelayanan to melalui penci Akhir penelit mendatang.