ANALISIS KUALITAS LAYANAN TRAINEE PROGRAM MANAJEMEN PERHOTELAN UNIVERSITAS KRISTEN PETRA PADA INDUSTRI HOTEL BERBINTANG LIMA DI SURABAYA

Abstract

Service quality is very important in hospitality industry. Therefore, service attributes have to be in accordance with every type of hospitality industry as different types of hospitality industry might have different characterictics of service attributes needed. Trainees of Hotel Management Program â Petra Christian University, as service providers of five-star-hotels in Surabaya, are evaluated based on the 13 service attributes (dependability, attendance, attitude, personality, initiative, quantity, adaptability, discipline, quality, job knowledge, grooming, leadership, organizing). The analysis shows that as a whole the service quality of the trainees has matched with the five-star-hotels needs and expectations so they are satisfied. Abstract in Bahasa Indonesia : Kualitas layanan sangat penting dalam industri jasa. Oleh karena itu atribut/elemen kualitas layanan harus sesuai dengan jenis industri layanan yang mempunyai karakteristik yang berbeda satu dengan yang lain. Trainee Program Manajemen Perhotelan Universitas Kristen Petra merupakan penyedia jasa yang menyampaikan layanan yang dinilai berdasarkan ke-13 aribut kualitas layanan (dependability, attendance, attitude, personality, initiative, quantity, adaptability, discipline, quality, job knowledge, grooming, leadership, organizing). Hasil penelitian menunjukkan secara keseluruhan kualitas layanan yang disampaikan oleh trainee sudah sesuai dengan apa yang diharapkan oleh industri hotel berbintang lima di Surabaya sehingga mampu memberikan kepuasan pada pihak industri. Kata kunci: kualitas layanan, trainee, harapan, kepuasan