THE EVALUATION OF GUEST COMMENT CARD OF THREE-STAR HOTELS IN PADANG CITY

Intan, Permata Putri (2017) THE EVALUATION OF GUEST COMMENT CARD OF THREE-STAR HOTELS IN PADANG CITY. Diploma thesis, Universitas Andalas.

Preview	Text (Abstrak) ABSTRAK.pdf - Published Version Download (127kB) | Preview
Preview	Text (Chapter I) CHAPTER 1.pdf - Published Version Download (132kB) | Preview
Preview	Text (Chapter 5) G. CHAPTER 5.pdf - Published Version Download (121kB) | Preview
Preview	Text (References) H. REFERENCES.pdf - Published Version Download (153kB) | Preview
	Text (Thesis Fulltext) THESIS FULL TEXT.pdf - Published Version Restricted to Repository staff only Download (31MB)

Abstract

The research has the purpose to evaluated the guest comment card of three-star hotels in Padang city based on the previous research and respondents’ perception. The data obtained through semi-structured interview with form of an open-ended questionnaire. The samples were drawn from 20 people who ever stayed at 6 three-star hotels in Padang city. The data collected from primary data. The data analyzed by using content analysis. The results shows that most of three-star hotels’ guest comment cards are already fulfill some of the chosen assessment according to Wisner & Corney (1997), and Bartkus et al (2009). But, not all assessments are same with the respondents’ perception about guest comment card. From 18 assessment, the three-star hotels has met 13 out of it, which means that the majority of guest comment card quality of three-stars hotels in Padang city has met respondents’ perceptions. Keywords : Customer Loyalty, Customer Satisfaction, Customer Satisfaction Measurement, Customer Feedback, Guest Comment Card

Actions (login required)

View Item