Measuring service quality in Hotel X Bandung

Abstract

Stars Hotel occupancy rate room in West Java are continue to grow especially in Bandung, capital of West Java Province. Hotel X as one of leading 5 star hotels in Bandung always strive to improves its service to satisfy customers. However, monthly occupancy rate data from July 2012 to April 2013 still not reach the company target which is 70%. This indicates that there is an issue to be solved. Purpose of this research is to measure the current quality condition before eventually finding the cause and solution. The method used in this research is servqual. This study is expected to help the Hotel X to provide an overview to hotel X what quality of service aspects that require attention to be improved to win the competition in the hospitality industry in Bandung.