ANALISIS KUALITAS PELAYANAN PADA HOTEL PELANGI MALANG

In the era of the tourism services industry, today has a positive influence on economic growth in Indonesia. The region that is one of the potentials of the tourism industry is Malang. Hotel Pelangi Malang is a hotel services company that was poor. Pelangi Hotel is experiencing the problem of the rising sales data caused by the quality of Hotel Pelangi. This research aims to measure the results of quality service in the hotel Pelangi Malang and the Grand Palace Hotel as a comparison that is a competitor of the hotel Rainbow unfortunate. The dimensions of service quality used consist of 5 variables namely tangible (physical evidence), reliability, responsiveness (responsiveness), Assurance (assurance) and empathy (empathy) that will be divided into 22 the Kuisoner with Using 100 respondents. This research uses the QFD (Quality Function Deployment) method of analysis tools. QFD is a method used to translate customer needs in product characteristics to consider the company's capability to be applied. The result is based on quality improvement measures that need to be prioritized based on the priority of the technical response of Hotel Pelangi by conducting training. The human resources and the leaders of Hotel Pelangi must understand the existing terrain and seek experience in terms of serving or meeting the needs of consumers. Hotel Pelangi still needs to make improvements or improvements to meet the needs of the customer that lead to consumer satisfaction and can be Competitive with its competitors