Focus on Important Factors

Oct 13, 2025 by wbrum.org 74 views

Analyzing the Level of Satisfaction of Hotel Saulina Resort Pangururan Samosir Regency by Applying the Importance Performance Analysis Method

Introduction

The tourism industry has become a significant contributor to the economy of many countries, including Indonesia. The success of the tourism industry depends on various factors, including the quality of services provided by hotels and resorts. One of the key factors that determine the success of a hotel is the level of customer satisfaction. In this study, we analyzed the level of customer satisfaction of Hotel Saulina Resort Pangururan in Samosir Regency using the Importance Performance Analysis (IPA) method.

Background of the Study

Hotel Saulina Resort Pangururan is a popular accommodation business in Samosir Regency, known for its beautiful scenery and rich cultural heritage. The hotel offers a variety of facilities and services, including meeting rooms, banquet rooms, and various other services, to support the tourism industry. The success of the hotel business is very dependent on the quality of the services provided, and therefore, it is essential to measure the level of customer satisfaction.

Methodology

This study used the Importance Performance Analysis (IPA) method to analyze the level of customer satisfaction of Hotel Saulina Resort Pangururan. The IPA method is an effective measuring instrument for determining the level of customer satisfaction, while identifying the factors that influence that satisfaction. The study was conducted by distributing questionnaires to visitors to the hotel, both those who were staying and those who had stayed at the hotel.

Results

The results of the analysis using the IPA method showed that the level of satisfaction of the visitors of Hotel Saulina Resort Pangururan was at 3.66, based on the average level of satisfaction. This shows that visitors feel quite satisfied with the services provided. However, the results also showed that the score of visitors' expectations was higher than the reality score. That is, the services provided have not fully met visitors' expectations.

Deeper Analysis

The results of this study provide a clearer picture of what is expected by the visitors of the Hotel Saulina Resort Pangururan and what they actually get. By knowing this, the management of Hotel Saulina Resort Pangururan can make efforts to improve services in the future. Here are some suggestions that can be applied:

Focus on Important Factors

The IPA method helps identify the factors that are considered very important by visitors. Hotel management can prioritize efforts to improve these factors to significantly increase visitor satisfaction.

Improving Service Quality

Based on the results of research, hotel management needs to identify service areas that need to be improved in order to meet visitors' expectations. This can be done by conducting a regular customer satisfaction survey and getting direct feedback from visitors.

Effective Communication

Hotel management needs to improve communication with visitors, both through social media, websites, and direct interactions. Effective communication can help build better relationships with visitors and build trust in hotels.

Conclusion

This study shows that the Saulina Resort Pangururan Hotel has provided quite satisfying services to visitors. However, the results of the study also show that there are still some areas that need to be improved in order to meet the expectations of visitors completely. By utilizing the results of science analysis and implementing appropriate service improvement strategies, Hotel Saulina Resort Pangururan can increase the level of visitor satisfaction and build a better reputation in the future.

Recommendations

Based on the results of this study, the following recommendations are made:

Hotel management should prioritize efforts to improve the factors that are considered very important by visitors.
Hotel management should conduct regular customer satisfaction surveys to identify areas that need to be improved.
Hotel management should improve communication with visitors through various channels, including social media, websites, and direct interactions.

Limitations of the Study

This study has some limitations that should be noted. Firstly, the study only analyzed the level of customer satisfaction of Hotel Saulina Resort Pangururan and did not compare it with other hotels in the same area. Secondly, the study only used the IPA method to analyze the level of customer satisfaction and did not use other methods, such as the SERVQUAL method.

Future Research Directions

Future research should focus on comparing the level of customer satisfaction of Hotel Saulina Resort Pangururan with other hotels in the same area. Additionally, future research should use other methods, such as the SERVQUAL method, to analyze the level of customer satisfaction.

References

[List of references cited in the study]

Appendix

[Appendix containing additional information, such as questionnaires and data analysis]

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Q&A: Importance Performance Analysis (IPA) Method for Hotel Satisfaction

Introduction

In our previous article, we discussed the Importance Performance Analysis (IPA) method for analyzing the level of customer satisfaction of Hotel Saulina Resort Pangururan in Samosir Regency. The IPA method is a powerful tool for measuring customer satisfaction and identifying areas for improvement. In this article, we will answer some frequently asked questions about the IPA method and its application in the hotel industry.

Q: What is the Importance Performance Analysis (IPA) method?

A: The Importance Performance Analysis (IPA) method is a tool used to measure customer satisfaction and identify areas for improvement. It helps to determine the level of importance that customers place on various factors and how well the hotel performs in meeting those expectations.

Q: How is the IPA method used in the hotel industry?

A: The IPA method is used in the hotel industry to measure customer satisfaction and identify areas for improvement. It helps hotel managers to understand what customers value most and how well the hotel is performing in meeting those expectations.

Q: What are the benefits of using the IPA method in the hotel industry?

A: The benefits of using the IPA method in the hotel industry include:

Improved customer satisfaction
Increased customer loyalty
Better decision-making
Improved service quality
Increased revenue

Q: How is the IPA method implemented in a hotel?

A: The IPA method is implemented in a hotel by:

Conducting a survey of customers to determine their level of satisfaction
Identifying the factors that are most important to customers
Analyzing the performance of the hotel in meeting those expectations
Identifying areas for improvement

Q: What are the limitations of the IPA method?

A: The limitations of the IPA method include:

It may not capture the full range of customer opinions and experiences
It may be influenced by biases and subjective opinions
It may not be applicable to all types of hotels and customers

Q: How can hotel managers use the IPA method to improve customer satisfaction?

A: Hotel managers can use the IPA method to improve customer satisfaction by:

Identifying areas for improvement
Prioritizing efforts to improve those areas
Monitoring progress and making adjustments as needed
Communicating with customers to understand their needs and expectations

Q: What are some common mistakes to avoid when using the IPA method?

A: Some common mistakes to avoid when using the IPA method include:

Not clearly defining the objectives and scope of the study
Not collecting sufficient data
Not analyzing the data correctly
Not communicating the results effectively to stakeholders

Q: How can hotel managers measure the effectiveness of the IPA method?

A: Hotel managers can measure the effectiveness of the IPA method by:

Tracking changes in customer satisfaction over time
Monitoring changes in customer loyalty and retention
Analyzing changes in revenue and profitability
Conducting regular surveys and focus groups to gather feedback from customers

Conclusion

The Importance Performance Analysis (IPA) method is a powerful tool for measuring customer satisfaction and identifying areas for improvement in the hotel industry. By understanding the benefits and limitations of the IPA method, hotel managers can use it to improve customer satisfaction, increase customer loyalty, and drive revenue growth.