THE IMPORTANCE OF CUSTOMER SATISFACTION AND SUPREME SERVICE PROVISION IN THE HOTEL INDUSTRY: A CASE STUDY OF SURABAYA PLAZA HOTEL

Authors

  • Yusak Anshori Doctorate Candidate Airlangga University Surabaya, General Manager Surabaya Plaza Hotel, Executive Director Surabaya Tourism Promotion Board
  • Viviane Langner School of Economics, INHOLLAND Hogeschool Haarlem, Netherlands

:

https://doi.org/10.9744/jmp.3.1.18-25

Keywords:

hospitality, services, customer satisfaction, improvement, competition, total quality management, Six Sigma.

Abstract

Surabaya Plaza Hotel (SPH) is very well accepted by its present clientele, but nonetheless the guests have a few factors of complaint. The overall image of SPH is highly positive. SPH also provides superior quality and services. Providing the guests with satisfactory services and experiences is a key to success in the hotel industry. In order to reach a supreme level of customer satisfaction, the guests' opinions and ideas should be employed on ongoing processes of total quality management.

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Published

2007-06-06

How to Cite

Anshori, Y., & Langner, V. (2007). THE IMPORTANCE OF CUSTOMER SATISFACTION AND SUPREME SERVICE PROVISION IN THE HOTEL INDUSTRY: A CASE STUDY OF SURABAYA PLAZA HOTEL. Jurnal Manajemen Perhotelan, 3(1), 18-25. https://doi.org/10.9744/jmp.3.1.18-25

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Articles