Implementasi Pelayanan Prima Dalam Upaya Peningkatan Kepuasaan Customer Pada Hotel Walan Syariah Sidoarjo

Yurike Ari Susanti (1), Renny Oktafia (2)
(1) Universitas Muhammadiyah Sidoarjo, Indonesia,
(2) Universitas Muhammadiyah Sidoarjo
https://doi.org/10.30651/jms.v5i2.6015

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Vol. 5 No. 2 (2020)
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Abstract

Penelitian bertujuan untuk mengetahui implementasi pelayanan prima pada Hotel Walan Syariah Sidoarjo dan dampak dari implementasi dalam peningkatan kepuasan customer Hotel Walan Syariah. Metode penelitian adalah penelitian kualitatif dengan pendekatan studi kasus dan deskriptif. Teknik pengumpulan data menggunakan wawancara, observasi dan dokumentasi. Hasil penelitian pelayanan prima pada Hotel Walan Syariah dilihat dari enam indikator yaitu kemampuan, sikap, penampilan, perhatian, tindakan, dan tanggungjawab dikategorikan baik. Pelayanan prima di Hotel Walan Syariah berdampak positif dan baik. Customer merasa sangat puas dan customer Hotel Walan Syariah Sidoarjo mengalami kenaikan jumlah customer. Hal itu membuktikan bahwa kuailtas pelayanan prima yang diterapkan Hotel Walan Syariah sangat baik.

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Authors

Yurike Ari Susanti
Universitas Muhammadiyah Sidoarjo
YurikeUmsida64@gmail.com (Primary Contact)
Renny Oktafia
Universitas Muhammadiyah Sidoarjo
Susanti, Y. A., & Oktafia, R. (2020). Implementasi Pelayanan Prima Dalam Upaya Peningkatan Kepuasaan Customer Pada Hotel Walan Syariah Sidoarjo. Jurnal Masharif Al-Syariah: Jurnal Ekonomi Dan Perbankan Syariah, 5(2). https://doi.org/10.30651/jms.v5i2.6015
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