Evaluating consumers satisfaction of Phoenix Hotel by using swot analysis
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Institusion
Sekolah Tinggi Manajemen Ipmi
Author
Nafisah, Evy
Subject
HB Economic Theory
Datestamp
2020-01-16 09:21:50
Abstract :
The growth of economy, and the rising need for business hotels in Jakarta, leads to a very competitive rivalry in the hospitality industry. In hotel industry customer satisfaction is largely hooked upon quality of service. Phoenix Group opened their new 4-star hotel in Jakarta called Phoenix Hotel in 2015. Located in the South Jakarta area, this hotel has 212 guestrooms including Deluxe, Grand Deluxe, Executive Deluxe, Executive Grand Deluxe and Executive Suite. Phoenix Hotel has not been opened for more than one year, and still has a long way to go in order to solidify its presence in the hotel industry in Jakarta. To be able to survive the competition, Phoenix Hotel need to recognize its competitive advantage that would differentiate it from the other business hotels. By several tools and theory such as SWOT analysis and fishbone analysis, this research was commissioned to evaluate the customer satisfaction elements. There are 10 customer satisfaction elements at Phoenix Hotel that need to be analyzed. Based on finding, several recommendation are given to Phoenix Hotel in order to improve their customer satisfaction such as improving the quality of room accommodation, improving hotel facilities, maintaining cleanliness and friendliness, and giving more entertainment at the hotel.
The growth of economy, and the rising need for business hotels in Jakarta, leads to a very competitive rivalry in the hospitality industry. In hotel industry customer satisfaction is largely hooked upon quality of service. Phoenix Group opened their new 4-star hotel in Jakarta called Phoenix Hotel in 2015. Located in the South Jakarta area, this hotel has 212 guestrooms including Deluxe, Grand Deluxe, Executive Deluxe, Executive Grand Deluxe and Executive Suite. Phoenix Hotel has not been opened for more than one year, and still has a long way to go in order to solidify its presence in the hotel industry in Jakarta. To be able to survive the competition, Phoenix Hotel need to recognize its competitive advantage that would differentiate it from the other business hotels. By several tools and theory such as SWOT analysis and fishbone analysis, this research was commissioned to evaluate the customer satisfaction elements. There are 10 customer satisfaction elements at Phoenix Hotel that need to be analyzed. Based on finding, several recommendation are given to Phoenix Hotel in order to improve their customer satisfaction such as improving the quality of room accommodation, improving hotel facilities, maintaining cleanliness and friendliness, and giving more entertainment at the hotel.
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