KIAT CONCIERGE DALAM MENINGKATKAN PELAYANAN DI FRONT OFFICE DEPARTMEIdT
| Main Author: | N. Rosyid, A. |
|---|---|
| Format: | Article eJournal |
| Bahasa: | eng |
| Terbitan: |
Jurnal Ilmiah Dinamika Kepariwisataan
, 2013
|
| Online Access: |
http://www.unisbank.ac.id/ojs/index.php/pdk1/article/view/598 |
Daftar Isi:
- The customer's needs may be dffirent from what the hotel can offer. Inoffering the hotel setryices, the customer's needs should be put intoconsideration. User based is one of the tools to judge differenthinds of customers needs. Service quality is of crucial importance to bothcustomers and service providers. The needs and expectations of customersare critical factors in assessing service quality. The idea that qwality issubjective and will be strongly linked to the individual's needs andexpectations recognizes that consumers have different criteria for judgtngservice quality. This user-based approach equates quality with msximumlevels of satisfaction. In measuring quality in this way, however, adistinction needs to be drawn between quali4t of service delivery and theservice output, or benefit. The cufiomer in terms of their expectatians of theoutcome or benefit rnay judge thus impacting on the qwality of the servicethe customer may be involved in the service production.Keltwords: Service quulity, Customer needs & Expectation