Analisis Kepuasan Pelanggan Terhadap E-Parkir dan Peningkatan Kualitas Pelayanan Menggunakan Metode Servqual dan QFD di Hotel The Arista Palembang

Abstract

Improving service quality in parking management is an important aspect for the hospitality industry to maintain customer satisfaction. The Arista Hotel Palembang, as one of the leading hotels in Palembang, has implemented an e-parking system as a solution to provide convenience for hotel guests in accessing safe and convenient parking services. However, along with the development of customer needs, evaluation of e-parking user satisfaction is essential to ensure the quality of service provided is in accordance with user expectations. Based on this problem, this study aims to analyze customer satisfaction with e-parking and improve service quality using servqual and QFD methods at The Arista Hotel Palembang. This research uses a quantitative method with a descriptive approach, in collecting data on customer satisfaction with e-parking researchers use the servqual method and analyze the evaluation of service quality improvement using the QFD method. The results of this study indicate that the assurance dimension indicator shows the largest gap (-2.82), which reflects the level of customer dissatisfaction related to service guarantees, in the tangibles dimension (physical evidence) there is a negative gap (-1.54), which indicates that the physical facilities and service environment have not met customer expectations, in the empathy dimension (empathy) also recorded a negative gap (-1.02), which indicates that attention and understanding of the service quality are not met.