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Penerapan the Service Profit Chain Pada Industri Perhotelan (The Application of the Service Profit Chain in the Hotel Industry)

46 Pages Posted: 25 Jul 2015  

Ida Ayu Eka Purnama Dewi

Universitas Dhyana Pura

I.G.B.R. Utama

Universitas Dhyana Pura; Universitas Dhyana Pura

Date Written: July 23, 2015

Abstract

Indonesian Abstract: Judul penelitian ini adalah penerpanan the service profit chain (SPC) pada Industri perhotelan. Hotel yang menjadi lokus penerapan SPC ini adalah anggota dari The Leading Small Hotel of The World yang diklasifikasikan pada hotel jenis butik berbintang lima. Lokasi hotel ini terletak di Seminyak Kuta Utara. Perumusan masalah dalam penelitian ini adalah bagaimana penerapan the service profit chain pada The Hotel Tangible Bali. Tujuan dari penelitian ini adalah untuk mengetahui bagaimana penerapan the service profit chain The Hotel Tangible Bali. Data yang diperoleh dengan survei dengan cara membagikan kuesioner kepada karyawan dan pelanggan The Hotel Tangible Bali. Sampling dilakukan untuk staf hotel dengan teknik proporsional stratified random sampling dengan menggunakan 25% dari staf keseluruhan berjumlah 81 orang. Responden dari pelanggan Hotel berjumlah 60 orang untuk menjawab 12 pertanyaan-yang menjelaskan kepuasan pelanggan. Untuk analisis data, digunakan teknik analisis statistik deskriptif, korelasi, dan uji-t. Berdasarkan analisis korelasi dan t-test disimpulkan bahwa terjadi korelasi yang signifikan antara internal Layanan dengan Kepuasan Karyawan, Kepuasan Karyawan dengan loyalitas karyawan, loyalitas karyawan dengan layanan eksternal, layanan Eksternali dengan Kepuasan Pelanggan, Kepuasan Pelanggan dengan Loyalitas Pelanggan, loyalitas pelanggan dengan Pertumbuhan Pendapatan, Loyalitas Pelanggan dengan Profitabilitas, Pertumbuhan Pendapatan dengan internal Service Quality, Profitabilitas dengan kualitas layanan internal Berdasarkan hasil penelitian ini, disarankan Bahwa Berwujud Hotel Tangible Bali untuk menerapkan strategi operasi berdasarkan prinsif dasar dari SPC sehingga hasil bisnis bisa mencapai maksimal.

English Abstract: The title of this research is application the Service Profit Chain in the Hotel Industry. This hotel is a member of The Leading Small Hotel of The World which is classified in five stars hotel boutique. It is is located in Seminyak-Kuta Utara. Problem formulation in this research is how the application of The Service Profit Chain in The Tangible Hotel Bali. The purpose of this research is to find out how the application of The Service Profit Chain in The Tangible Hotel Bali. Data obtained by distributing a questionnaire to staffs and customers The Tangible Hotel Bali. The method is carried out to hotel staffs is disproportional stratified random sampling by using 25% from total of staffs so it becomes 81 sample staffs. Sixty respondents from hotel customer is used with 12 question which explain customer satisfaction. To analysis data is used the analysis technique of descriptive statistic, correlation, and t-test. Based on correlation analysis and t-test is concluded that there is significant correlation between Internal Service Value with Employee Satisfaction, between Employee Satisfaction with Employee Loyalty, there is very significant correlation between Employee Loyalty with External Service Value, there is significant correlation between External Service Value with Customer Satisfaction, between Customer Satisfaction with Customer Loyalty, there is very significant correlation between Customer Loyalty with Revenue Growth, between Customer Loyalty with Profitability, there is sufficient correlation between Revenue Growth with Internal Service Quality, there is significant correlation between Profitability with Internal Service Quality. It is suggested that The Tangible Hotel Bali should improve more operating strategy and service delivery system through Internal Service Quality hopefully increase Revenue Growth and Profitability, so it will be business results can reach maximally.

Notes: Downloadable document is in Indonesian.

Keywords: service profit chain, internal service value, employee satisfaction, employee loyalty, external service value, customer satisfaction, customer loyalty, revenue growth, profitability

JEL Classification: service profit chain, SPC

Suggested Citation

Eka Purnama Dewi, Ida Ayu and Utama, I.G.B.R., Penerapan the Service Profit Chain Pada Industri Perhotelan (The Application of the Service Profit Chain in the Hotel Industry) (July 23, 2015). Available at SSRN: https://ssrn.com/abstract=2635227 or http://dx.doi.org/10.2139/ssrn.2635227

Ida Ayu Eka Purnama Dewi

Universitas Dhyana Pura ( email )

Br. Tegaljaya, Dalung, Kuta Utara
Badung, Bali
Denpasar, Bali 80351
Indonesia
062361426450 (Phone)
062361426452 (Fax)

HOME PAGE: http://www.undhirabali.ac.id

I.G.B.R. Utama (Contact Author)

Universitas Dhyana Pura ( email )

Br. Tegaljaya, Dalung, Kuta Utara
Badung, Bali
Denpasar, Bali 80351
Indonesia
+62361426450 (Phone)
+62361426452 (Fax)

HOME PAGE: http://www.undhirabali.ac.id

Universitas Dhyana Pura ( email )

Br. Tegaljaya, Dalung, Kuta Utara
Badung, Bali
Denpasar, Bali 80351
Indonesia
+62361426450 (Phone)
+62361426452 (Fax)

HOME PAGE: http://www.undhirabali.ac.id

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