ANALISIS KUALITAS LAYANAN UNTUK MENINGKATKAN KEPUASAN KONSUMEN PADA HOTEL KAPAL GARDEN MALANG

Kapal Garden Hotel Malang is a company engaged in the service sector, especially the hotel industry. This study aims to identify and analyze the services needed and desired by the customers of Kapal Garden Hotel Malang, priority repairs that must be done by Kapal Garden Hotel Malang, and technical responses that can be done to improve the quality of services at Kapal Garden Hotel Malang. The method used is Quality Function Deployment (QFD). The population in this study were all the customers of Kapal Garden Hotel Malang. The sample consisted of 30 respondents using simple random sampling technique. The data collection techniques in this study were interviews, questionnaires and documentation. In the research results it is known that there are 33 service attributes that are needed and desired by consumers. A total of 23 service attributes have met the needs and desires of consumers, so there is no need for repairs. Meanwhile, 10 other attributes need improvement because consumers think that the existing services have not fulfilled the needs and desires of the customers of Kapal Garden Hotel Malang. In this study also resulted in 5 technical responses with priority to establish communication with consumers related to the suitability of the facilities obtained