ANALISIS PERBEDAAN PERSEPSI KUALITAS LAYANAN CHECK-IN DAN CHECK-OUT ANTARA PENYEDIA JASA DAN PELANGGAN DI HOTEL 1O1 URBAN JAKARTA PEMUDA MENGGUNAKAN IMPORTANCE-PERFORMANCE ANALYSIS (IPA)

FADILAH, MUHAMAD ARIEF FURQON (2025) ANALISIS PERBEDAAN PERSEPSI KUALITAS LAYANAN CHECK-IN DAN CHECK-OUT ANTARA PENYEDIA JASA DAN PELANGGAN DI HOTEL 1O1 URBAN JAKARTA PEMUDA MENGGUNAKAN IMPORTANCE-PERFORMANCE ANALYSIS (IPA). S1 thesis, Universitas Mercu Buana Jakarta - Menteng.

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Abstract

Penelitian ini bertujuan untuk menganalisis perbedaan persepsi kualitas layanan check-in dan check-out antara penyedia jasa dan pelanggan di Hotel 1O1 Urban Jakarta Pemuda. Populasi penelitian mencakup seluruh tamu dan karyawan Front Office Hotel 1O1 Urban Jakarta Pemuda dengan total populasi sebanyak 988 tamu selama periode Februari-Mei 2025. Teknik penentuan sampel menggunakan purposive sampling dengan total 91 responden yang terdiri atas pelanggan (tamu hotel) dan penyedia jasa (karyawan Front Office). Metode pengumpulan data dilakukan melalui kuesioner dan observasi langsung, sedangkan analisis data menggunakan metode Service Quality (Servqual) untuk mengukur gap antara harapan dan kinerja layanan serta Importance-Performance Analysis (IPA) untuk memetakan prioritas perbaikan pelayanan pada diagram kartesius. Hasil penelitian menunjukkan adanya perbedaan persepsi antara pelanggan dan penyedia jasa pada beberapa atribut pelayanan, khususnya dalam dimensi Responsiveness dan Empathy, di mana tingkat kinerja (performance) masih berada di bawah tingkat harapan (importance). Berdasarkan hasil pemetaan IPA, terdapat beberapa atribut yang masuk ke Kuadran A - Concentrate Here yang menjadi prioritas utama untuk ditingkatkan, seperti kecepatan pelayanan saat jam sibuk dan kejelasan informasi saat proses check-out. Secara keseluruhan, kualitas layanan check-in dan check-out dinilai cukup baik, namun masih memerlukan peningkatan pada aspek daya tanggap dan empati agar dapat meningkatkan kepuasan pelanggan secara optimal. This study aims to analyze differences in service quality perception between service providers and customers during the check-in and check-out processes at Hotel 1O1 Urban Jakarta Pemuda. The research population includes all guests and Front Office employees of the hotel, totaling 988 guests during the February to May 2025 period. The sampling technique used was purposive sampling, with 91 respondents consisting of both customers (hotel guests) and service providers (Front Office staff). Data were collected through questionnaires and direct observation, The data were then analysis using the Service Quality (Servqual) method to measure the gap between expectations and actual performance, as well as Importance-Performance Analysis (IPA) to identify priority areas for improvement using the Cartesian diagram. The results indicate a noticeable difference in perception between customers and service providers, particularly in the Responsiveness and Empathy dimensions. The performance level in these areas remains below expectations. Based on the IPA mapping, several service attributes fall into Quadrant A (Concentrate Here), indicationg the need for improvement in aspects such as service speed during peak hours and clarity of information during the check-out process. Overall, the quality of check-in and check-out services at Hotel 1O1 Urban Jakarta Pemuda is considered fairly good; however, improvements in responsiveness and empathy are still necessary to enhance customer satisfaction optimally.

Item Type: Thesis (S1)
NIM/NIDN Creators: 43121110185
Uncontrolled Keywords: Kualitas Layanan, Check-In, Check-Out, Servqual, Importance- Performance Analysis (IPA), Kepuasan Pelanggan Service Quality, Check-In, Check-Out, Servqual, Importance- Performance-Analysis (IPA), Customer Satisfaction.
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: ARDIFTA DWI AFRIANI
Date Deposited: 19 Nov 2025 01:25
Last Modified: 19 Nov 2025 01:25
URI: http://repository.mercubuana.ac.id/id/eprint/100167

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