Integrated Approach of QFD Matrix, Servqual and Kano Models For Human Resources Analysis in Non Star Hotel Service Quality

Eka Rakhmat Kabul, Marhalinda Marhalinda, Herminda Herminda, Nurina Nurina, Harry Ganda Wijaya
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Abstract

The hotel industry, especially non-star hotels, is experiencing the development of very tight competition where consumers prioritize service quality in addition to very low prices, which demands the readiness of their human resources. Identify and analyze matters that need to be considered by lodging managers regarding consumer perceptions of the quality of lodging services for service improvement and increasing the readiness of its human resources. This research uses an integrated approach from the QFD Matrix, Servqual and the Kano Model to find out what things (WHATs) are the main problems of consumer complaints and how (HOWs) overcome these consumer complain its focusing on the human resource aspect. There were 16 service attributes from the results of interviews with consumers and brainstorming with inn managers which were then analyzed using the Servqual and Kano Model, it turned out that 10 service attributes did not meet the level of customer expectations and became the WHATs submatrix in QFD. The largest Level of Interest and Percentage of Interest in the HOW sub-matrix (above 10%) is on human resource issues so that service quality improvements are focused on these matters. The research is limited to the case of one of the cheap lodgings as well as limitations on interviews with respondents and hotel managers who are determined randomly. Analysis of service quality was carried out on all service attributes from the results of interviews, but the discussion was only discussed on service attributes that had the highest interest percentage above 10% in the aspect of human resources. Research on human resource aspects of service quality in the hospitality industry by integrating the QFD Matrix, Servqual and Kano Models.
非星级酒店服务质量人力资源分析的QFD矩阵、Servqual和Kano模型集成方法
酒店业,尤其是非星级酒店,正经历着竞争非常激烈的发展,消费者除了非常低的价格外,还优先考虑服务质量,这就要求他们的人力资源做好准备。识别和分析住宿经理需要考虑的事项,包括消费者对住宿服务质量的看法,以改善服务并增加人力资源的准备。本研究采用了QFD矩阵、Servqual和Kano模型的综合方法来找出消费者投诉的主要问题是什么,以及如何克服这些消费者投诉,其重点是人力资源方面。通过对消费者的访谈和对酒店管理者的头脑风暴,得出16个服务属性,然后使用Servqual和Kano模型进行分析,结果发现有10个服务属性没有达到顾客期望的水平,并成为QFD中的what子矩阵。在“如何”子矩阵中,对人力资源问题的兴趣程度和兴趣百分比最高(超过10%),因此服务质素的改善会集中在这些问题上。该研究仅限于其中一个廉价住宿的案例,并且对随机确定的受访者和酒店经理的采访也有限制。根据访谈的结果,对所有的服务属性进行了服务质量分析,但在人力资源方面,只讨论了兴趣百分比最高的服务属性,超过10%。通过整合QFD矩阵、Servqual和Kano模型,研究酒店业服务质量的人力资源方面。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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