Menganalisis Tingkat Kepuasan Pelayanan Hotel Saulina Resort Pangururan Kabupaten Samosir dengan Menerapkan Metode Importance Performance Analysis

Abstract

The Importance Performance Analysis (IPA) method is a measurement method to determine the level of satisfaction, as well as ordinal logistic regression to find out what factors influence the level of satisfaction in a company or institution by using a multi-property model. Hotel is an accommodation service business in which there are elements of service, comfort, and lodging facilities needed for those who want accommodation facilities for family or vacation purposes. In connection with the use of free time for holidays, this business supports the tourism industry by providing various meeting facilities, banquets and so on. Because this business is related to people as customers, this business is related to service quality. The quality of service here is a factor that really determines the success of this business. The research was conducted to determine the level of satisfaction of the guests of the Hotel Saulina Resort Pangururan by distributing questionnaires to hotel visitors or who had stayed at the Hotel Saulina Resort Pangururan. The results of the study using the Importance Performance Analysis (IPA) method are visitor satisfaction obtained at 3.66 based on the average level of the flatness of reality, which means that visitors are quite satisfied with the services of the Hotel Saulina Resort Pangururan. It was also found that the visitor's expectation score was greater than the visitor's reality, which meant that the service had not completely satisfied the visitor