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INDONESIA
Jurnal Manajemen Perhotelan
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Core Subject : Science, Education,
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Articles 19 Documents
ANALISA PERBANDINGAN HARAPAN BUSINESSWOMEN DAN BUSINESSMEN DALAM PEMILIHAN SEBUAH HOTEL DITINJAU DARI SEGI ATRIBUT HOTEL DAN PENGGUNAAN AMENITIES HOTEL Lesmana, Ruly Naftali; Dionisius, Damian
Jurnal Manajemen Perhotelan Vol 3, No 1 (2007): MARCH 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (71.575 KB) | DOI: 10.9744/jmp.3.1.1-17

Abstract

As the number of women business travelers increases, lodging businesses start to provide facilities and services for this segment. This research attempts to compare businessmen and businesswomens expectation in selecting hotel based on hotel attributes and the use of hotel amenities. Results of factor analysis and multivariate analysis of variances show that there are significant differences in attribute convenient eating facilities, advertising and parking, amenities support appearance facilities and minibar. Abstract in Bahasa Indonesia : Seiring dengan makin banyaknya jumlah businesswomen yang melakukan perjalanan bisnis, maka penyedia jasa akomodasi perlu untuk menyediakan fasilitas dan layanan yang sesuai dengan kebutuhan segmen tersebut. Penelitian ini bertujuan untuk melihat apakah ada perbedaan harapan antara businessmen dan businesswomen dalam pemilihan sebuah hotel ditinjau dari segi atribut hotel dan penggunaan amenities hotel. Dari hasil analisa faktor dan multivariate analysis of variances menunjukkan terdapat perbedaan harapan yang signifikan atas atribut convenient eating facilities, advertising and parking dan amenities support appearance facilities and minibar. Kata kunci: harapan, businesswomen, businessmen, hotel, atribut hotel, amenities hotel.
THE IMPORTANCE OF CUSTOMER SATISFACTION AND SUPREME SERVICE PROVISION IN THE HOTEL INDUSTRY: A CASE STUDY OF SURABAYA PLAZA HOTEL Anshori, Yusak; Langner, Viviane
Jurnal Manajemen Perhotelan Vol 3, No 1 (2007): MARCH 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (71.575 KB) | DOI: 10.9744/jmp.3.1.18-25

Abstract

Surabaya Plaza Hotel (SPH) is very well accepted by its present clientele, but nonetheless the guests have a few factors of complaint. The overall image of SPH is highly positive. SPH also provides superior quality and services. Providing the guests with satisfactory services and experiences is a key to success in the hotel industry. In order to reach a supreme level of customer satisfaction, the guests opinions and ideas should be employed on ongoing processes of total quality management.
THE TYPES OF ORGANIZATIONAL CULTURE OF MIDDLE-SIZED RESTAURANTS IN THE NETHERLANDS SUITABLE FOR PLACING INDONESIAN STUDENT TRAINEES Widjaja, Deborah Christine; Eringa, Klaes; Gehrels, Sjoerd
Jurnal Manajemen Perhotelan Vol 3, No 1 (2007): MARCH 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (71.575 KB) | DOI: 10.9744/jmp.3.1.26-33

Abstract

Organizational culture plays a great influence in determining the success of ones performance in an organization. If someone fits with an organizations culture, it will be easier for him to adapt and perform at his best; but if not then he will experience lots of difficulties which will affect his performance. This study is intended to analyze the types of organizational culture of middle-sized restaurants in the Netherlands which is suitable for placing Indonesian student trainees to minimize problems appearing during their internship placement.
ANALISA KUALITAS LAYANAN SEBAGAI PENGUKUR LOYALITAS PELANGGAN HOTEL MAJAPAHIT SURABAYA DENGAN PEMASARAN RELASIONAL SEBAGAI VARIABEL INTERVENING Japarianto, Edwin; Laksmono, Poppy; Khomariyah, Nur Ainy
Jurnal Manajemen Perhotelan Vol 3, No 1 (2007): MARCH 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (71.575 KB) | DOI: 10.9744/jmp.3.1.34-42

Abstract

This research aims to investigate the influence of service quality on customer loyaty by using relationship marketing as an intervening variable. Service quality is measured by applying tangible, reliability, responsiveness, assurance and empathy. Relationship marketing is observed from harmony, acceptance dan participation simplicity, while customer loyalty is measured by indicators such as say positive things, recommend friend, and continue purchasing. Using two step regressions, the result indicate that service quality has a direct influence on customer loyalty and indirect effect on customer loyalty with relationship marketing as an invertening variable. Abstract in Bahasa Indonesia : Penelitian ini bertujuan untuk meneliti pengaruh kualitas layanan terhadap kesetiaan pelanggan Hotel Majapahit dengan menggunakan variabel pemasaran relasional sebagai variabel intervening. Kualitas layanan ditinjau dari: tangible; reliability, responsiveness, assurance dan empathy. Pemasaran relasional ditinjau dari harmony, acceptance dan participation simplicity. Sedangkan loyalitas pelanggan ditinjau dari say positive things, recommend friend, continue purchasing. Menggunakan regresi dua langkah, hasil penelitian menunjukkan adanya pengaruh langsung dari kualitas layanan terhadap kesetiaan pelanggan serta pengaruh tidak langsung dari kualitas layanan terhadap kesetiaan pelanggan dengan pemasaran relasional sebagai variabel intervening. Kata kunci: kualitas layanan, pemasaran relasional, kesetiaan konsumen
ANALISA HUBUNGAN BRAND STRATEGY YANG DILAKUKAN GOOTA JAPANESE CHARCOAL GRILL AND CAFE DAN BRAND EQUITY YANG SUDAH DITERIMA KONSUMEN Kusno, Fera; Radityani, Amanda; Kristanti, Monika
Jurnal Manajemen Perhotelan Vol 3, No 1 (2007): MARCH 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (71.575 KB) | DOI: 10.9744/jmp.3.1.43-56

Abstract

Goota Japanese charcoal grill and café as a new restaurant at PTC-Supermal Pakuwon Indah has done some brand strategies to acquaint its new brand that will create brand equity in the customers mind. In order to know the brand strategy, the Gootas manager is interviewed, and for knowing the brand equity, customers are chosen to fill in the questionnaire. The result shows there is positive causal relationship between brand strategy (brand positioning, brand identity, brand personality, and brand communication) and brand equity. Abstract in Bahasa Indonesia : Goota Japanese charcoal grill and café sebagai restoran baru di PTC-Supermal Pakuwon Indah melakukan brand strategy untuk mengenalkan brandnya, yang nantinya dapat menciptakan brand equity di benak konsumen. Untuk mengetahui brand strategy yang dilakukan Goota, dilakukan wawancara terhadap manager Goota, sedangkan untuk mengetahui brand equity yang sudah diterima konsumen, disebarkan kuisioner kepada para konsumen Goota. Didapatkan hasil bahwa hubungan kausal antara brand strategy (brand positioning, brand identity, brand personality, dan brand communication) dan brand equity adalah positif. Kata kunci: brand strategy, brand equity, brand positioning, brand identity, brand personality, brand communication
ANALISIS KUALITAS LAYANAN TRAINEE PROGRAM MANAJEMEN PERHOTELAN UNIVERSITAS KRISTEN PETRA PADA INDUSTRI HOTEL BERBINTANG LIMA DI SURABAYA Andreani, Fransisca
Jurnal Manajemen Perhotelan Vol 3, No 2 (2007): SEPTEMBER 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (71.575 KB) | DOI: 10.9744/jmp.3.2.57-69

Abstract

Service quality is very important in hospitality industry. Therefore, service attributes have to be in accordance with every type of hospitality industry as different types of hospitality industry might have different characterictics of service attributes needed. Trainees of Hotel Management Program – Petra Christian University, as service providers of five-star-hotels in Surabaya, are evaluated based on the 13 service attributes (dependability, attendance, attitude, personality, initiative, quantity, adaptability, discipline, quality, job knowledge, grooming, leadership, organizing). The analysis shows that as a whole the service quality of the trainees has matched with the five-star-hotels needs and expectations so they are satisfied. Abstract in Bahasa Indonesia : Kualitas layanan sangat penting dalam industri jasa. Oleh karena itu atribut/elemen kualitas layanan harus sesuai dengan jenis industri layanan yang mempunyai karakteristik yang berbeda satu dengan yang lain. Trainee Program Manajemen Perhotelan Universitas Kristen Petra merupakan penyedia jasa yang menyampaikan layanan yang dinilai berdasarkan ke-13 aribut kualitas layanan (dependability, attendance, attitude, personality, initiative, quantity, adaptability, discipline, quality, job knowledge, grooming, leadership, organizing). Hasil penelitian menunjukkan secara keseluruhan kualitas layanan yang disampaikan oleh trainee sudah sesuai dengan apa yang diharapkan oleh industri hotel berbintang lima di Surabaya sehingga mampu memberikan kepuasan pada pihak industri. Kata kunci: kualitas layanan, trainee, harapan, kepuasan
ANALISIS PERSEPSI PELANGGAN TERHADAP KUALITAS LAYANAN COFFEE SHOP ASING DAN COFFEE SHOP LOKAL Remiasa, Marcus; Lukman, Yenny
Jurnal Manajemen Perhotelan Vol 3, No 2 (2007): SEPTEMBER 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (71.575 KB) | DOI: 10.9744/jmp.3.2.70-79

Abstract

This research aims to analyze service quality which are classified into three types of quality: interaction quality, physical environment quality, and outcome quality in the foreign coffee shop and the local coffee shop based on the customer perception. Moreover, the writer would like to analyze the Mean differences between foreign coffee shop and local coffee shop. Result shows that service quality of the foreign coffee shop is better than the local one. Abstract in Bahasa Indonesia : Penelitian ini menganalisis kualitas layanan yang dibagi menjadi tiga jenis kualitas yaitu kualitas interaksi, kualitas lingkungan fisik, dan kualitas hasil di coffee shop asing dan coffee shop lokal berdasarkan persepsi pelanggan, lalu melihat perbedaan di antara keduanya. Hasil yang didapat adalah terdapat perbedaan rata-rata yang signifikan antara coffee shop asing dan coffee shop lokal, di mana coffee shop asing dipersepsikan memiliki kualitas layanan yang lebih baik daripada coffee shop lokal. Kata kunci: Persepsi kualitas layanan, persepsi pelanggan, coffee shop
PENGARUH KNOWLEDGE MANAGEMENT TERHADAP KINERJA KARYAWAN: STUDI KASUS DEPARTEMEN FRONT OFFICE SURABAYA PLAZA HOTEL Kosasih, Natalia; Budiani, Sri
Jurnal Manajemen Perhotelan Vol 3, No 2 (2007): SEPTEMBER 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (71.575 KB) | DOI: 10.9744/jmp.3.2.80-88

Abstract

At the era of the global competition, knowledge management hopefully could provide sufficiently significant contributions to human resources, particularly among the hospitality world. This research is aimed at measuring the influence of knowledge management on the performance of the employees using case studies on the front office department at the Surabaya Plaza Hotel. The outcome of this research reveals that knowledge management indirectly affects the employee’s performance, personal knowledge significantly affects job procedure, and the most dominant element of influencing the employee’s performance is technology. Abstract in Bahasa Indonesia : Pada era persaingan bebas saat ini diharapkan knowledge management dapat memberikan kontribusi yang baik bagi sumber daya manusia khususnya pada dunia hospitality. Penelitian ini bertujuan mengukur pengaruh dari knowledge management terhadap kinerja karyawan dengan studi kasus pada departemen front office di Surabaya Plaza Hotel. Hasil penelitian ini menunjukan bahwa knowledge management secara tidak langsung mempengaruhi kinerja karyawan, ada pengaruh yang signifikan antara personal knowledge terhadap job procedure, dan faktor yang paling dominan mempengaruhi kinerja karyawan adalah technology. Kata kunci: knowledge management, kinerja karyawan, Surabaya Plaza Hotel.
ANALISIS PENILAIAN KONSUMEN TERHADAP EKUITAS MEREK COFFEE SHOPS DI SURABAYA Widjaja, Maya; Wijaya, Serli; Jokom, Regina
Jurnal Manajemen Perhotelan Vol 3, No 2 (2007): SEPTEMBER 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (71.575 KB) | DOI: 10.9744/jmp.3.2.89-101

Abstract

This research aims to examine brand equity of four coffee shops in Surabaya, they are Excelso, DOME, Starbucks dan Coffee Bean & Tea Leaf. Brand equity is measured based on variables developed by Aaker, namely brand awareness, brand association, perceived quality and brand loyalty. The result shows that Starbucks achieves the highest top of mind of brand awareness, has the best brand association in consumers’ image, and has the strongest brand loyalty; while Excelso has the best perceived quality. Abstract in Bahasa Indonesia : Penelitian ini bertujuan untuk mengukur ekuitas merek empat coffee shops di Surabaya, yaitu Excelso, DOME, Starbucks dan Coffee Bean & Tea Leaf. Ekuitas merek diukur berdasarkan 4 variabel dari Aaker yaitu kesadaran merek, asosiasi merek, kesan kualitas dan loyalitas merek. Hasil penelitian terungkap bahwa Starbucks merupakan coffee shop yang kesadaran mereknya paling banyak diingat oleh responden, diasosiasikan paling positif dan loyalitas mereknya paling tinggi. Sedangkan Excelso merupakan coffee shop dengan kesan kualitas paling baik. Kata kunci: kesadaran merek, asosiasi merek, kesan kualitas, loyalitas merek, coffee shop
ANALISIS HARAPAN DAN PERSEPSI KONSUMEN TERHADAP DIMENSI WEBSITE HOTEL BINTANG LIMA DI SURABAYA Febrianti, Evi; Setyawan, Iwan Eko; Thio, Sienny
Jurnal Manajemen Perhotelan Vol 3, No 2 (2007): SEPTEMBER 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (71.575 KB) | DOI: 10.9744/jmp.3.2.102-114

Abstract

Internet and website is an important tool for business marketing without any geographical or time constraints. Therefore, hotel website providers have to be able to meet customers’ expectations. This research attempts to compare the expectation and perception of customers toward the dimension of website of five stars hotels in Surabaya, which are facilities information, reservation information, contact information, website management and surrounding area information. The result shows that there are a significant gap between the expectation and the perception of customers. Abstract in Bahasa Indonesia : Internet dan website merupakan sarana pemasaran tanpa batasan geografis dan waktu. Penyedia website hotel dituntut mampu menyediakan website dengan isi yang sesuai kebutuhan konsumen. Penelitian ini bertujuan mengukur perbedaan antara harapan dan persepsi konsumen terhadap dimensi website hotel bintang lima di Surabaya, yaitu informasi fasilitas, informasi customer contact, informasi reservasi, informasi area sekeliling hotel, dan manajemen website. Hasil penelitian menunjukkan bahwa terdapat gap antara harapan dan persepsi konsumen terhadap dimensi website hotel bintang lima di Surabaya. Kata kunci: harapan, persepsi, konsumen, website, hotel bintang lima.

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