Strategi Optimalisasi Layanan Hotel Marcopolo Bandar Lampung Melalui Pendekatan Customer Satisfaction Index (CSI)

Abstract

The development of the hotel industry is very rapid, where currently developed and developing countries are following the hotel business. Business people use this as a business opportunity. The problem in this research is seen from the decreasing level of visitors to the Marcopolo Hotel every month. The aim of this research is to determine consumer satisfaction at the Marcopolo Hotel Bandar Lampung. The type of research used is quantitative. The population in this research is consumers of the Marcopolo Hotel Bandar Lampung using the formula for determining sample size stated by Slovin. The total sample was 150 respondents with a purposive sampling technique (sampling based on criteria) and using the CSI (Customer Satisfaction Index) method. The results of research on visitor satisfaction at the Marcopolo Hotel Bandar Lampung show that the CSI results obtained a CSI score of 76.02%. Thus it can be concluded that overall consumers are satisfied with the performance of the service attributes of the Hotel Marcopolo Bandar Lampung.