PENINGKATAN KUALITAS PELAYANAN PADA HOTEL BJ PERDANA PASURUAN

Hospitality currently increasing growth dramatically. It can be seen from the growing number of hotel rooms every year. In line with this growth, the hotel is required to be able to provide quality services that correspond with what is expected by visitors. One of which is a Hotel BJ Perdana Pasuruan. The study aims to determine the increase in quality of service at the Hotel BJ Perdana Pasuruan. This research was carried out by conducting a survey through questionnaires distributed to 100 visitors drawn at BJ Perdana Hotel. The data used in this study are primary data, the data taken directly from the respondents who do filling the questionnaire. Analysis using Quality Function Deployment (QFD) using processing equipment test validity and reliability, SPSS version 15 for Windows. The result showed that based on the validity of test result with critical value 0,195 at significancy level of 0,05 (5%) indicated that all valid variables, as well as the reliability test result with coefficient between 0-1 and alpha value above 0,6 which indicates that all variables are reliable, then prove that Hotel BJ Perdana still need to improve the quality in several attribute when based at three keys indicators, namely Importance to Customer, Customer Satisfaction Performance and Competitive Satisfaction Performance. One of the most importance attribute is the attitude does not discriminate in the provision of services between visitors. Nonetheless, based on the level of its services, Hotel BJ Perdana has shown significant improvement in the ability of employess to communicate well it can support the quality towards better