INFORMATION SYSTEM DESIGN USING SERVQUAL METHOD IN MEASURING SATISFACTION LEVEL OF HOTEL SERVICES
HD Hutahaean, TTA Putri, RD Sari, R Rahmadani, MD Mendoza, S Sriadhi
PTIK-FT, Universitas Negeri Medan
Jalan Willem Iskandar/ Pasar V, Medan 20221, Indonesia
Abstract
Nowadays, the development of science and technology is quite fast. Where this also affect hotel facilities that are developing as well as those which are used daily for staying, meetings, wedding party or just visiting. The better services and facilities provided, the more people will come and stay and use the facilities at the hotel, whether it is room facilities, meeting room facilities, facilities for an event and many others are provided in each hotel. Each of this hotel wants to give satisfaction to guests who come to use the hotels facilities and services. Every hotel has a grade or class. Therefore opinions and complaints given by guests will be very useful to improve the hotel-s service quality. To find out about the level of service quality it is necessary to measure the satisfaction level of each guest. To measure the customer satisfaction level, an information system is required by applying the servqual method to measure the service quality from attributes of each dimensions, this information system will be used by the hotel management to analyze the satisfaction level of hotel guests and can be used to assist in decision making.
Keywords: Service, Facilities, Satisfaction Level, Servqual Method, Information System
Topic: Computer and Communication Engineering