The Analysis between Guest Comment Card Quality and Customer Perception of Four Star Hotels in Padang City

VINNY, MUTHIA SARI (2017) The Analysis between Guest Comment Card Quality and Customer Perception of Four Star Hotels in Padang City. Diploma thesis, Universitas Andalas.

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Abstract

This research has the purpose to analyze about guest comment card quality of four star hotels in Padang, the customers perception towards the guest comment card quality itself, and the comparison between guest comment card quality and customers perception. This research took place in Bumi Minang Hotel, Grand Inna Muara Hotel, and Pangeran Beach Hotel. The data obtained through a semi-structured interview by using open ended questionnaires. The samples were drawn from 5 customers from each hotel, with a total of 15 customers from three different hotel. The data analyzed by using a content analysis method. This research followed 8 guidelines from Bartkus et al (2009), which are return methods, introductory statement, contact information, number of questions, space for open comments, response categories for close ended questions, number of response for close ended questions, question wording, and 1 additional guideline from Wisner & Corney (1997), which is attachment of gift.

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