JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 94 ANALYSIS OF CUSTOMER SATISFACTION TO ROOM SERVICE QUALITY ON LITTLE NAN YANG RESTAURANT IN LE GRANDE BALI ULUWATU I Kade Bagus Dwi Wikrama1, I Gusti Agung Mas Krisna Komala Sari2, Lien Darlina3 123Tourism Business Management, Politeknik Negeri Bali email: 1wikrama.dwi44@gmail.com, 2gungmaskrisna88@pnb.ac.id, 3darlina@pnb.ac.id ABSTRACT The increasing of suporting tourism accomodation in bali, makes competition to get customers more difficult. That caused by the diferent services provided by the each of service provide. One of type of service that often provide to costumers is Room Service, which is room service increasingly increasing caused by customers requestition that basicly want to get and enjoy fast and practicaly without having wait in a long time. Relating of that cased, it makes one of challenge by accomodation provider likes hotel Le Grande Bali Uluwatu to keep compete with others providers. One othe strategy taken by this hotel is to keep the Quality of Service that provide to customers. With optimal service, hope service provider can complete customers expectation, then customers will be back and enjoy the services that given from service provider. The purpose this study is to find out how room service quality by the customers satisfaction at hotel Le Grande Bali Uluwatu and to know which indicators are classified in 4 kuadran diagram kartesius This reserach was conducted in hotel Le Grande Bali Uluwatu with customers who used room service as respondent during stay on hotel Le Grande Bali Uluwatu. Data collected by the questionnaires and analysis by importance performance analisys. The result from the reserach indication that room service in hotel Le Grande Bali Uluwatu provided was quietly satisfactory. It can be seen an the average of the assessement of the implementation of the company reach 4,56%, greater than the rating of impotance which is 4,59%, which mean that quality of service given by hotel Le Grande Bali Uluwatu is quitely satisfactory. In the placement of Cartesian diagram have three indicator that go into quadrant A (main priority) and there are also two indicator that go into the quadrant D (Excessive) so it becomes an important task for the company to pay more attention to the tourists need to complete future customer expectations. Keywords: tourism satisfaction, service quality, Cartesian diagram. INTRODUCTION The development of tourism in Bali is increasing; this is evidenced by the increasing number of tourists who want to enjoy the beauty of exotic panorama of Bali, and see the stunning Bali culture. The increase in tourist arrivals is also followed by the increase of tourism supporting facilities and infrastructures. One of the components that can support the development of tourism is in the form of increasing the provision of accommodation such as: hotels and villas with services that include: mailto:wikrama.dwi44@gmail.com mailto:2gungmaskrisna88@pnb.ac.id mailto:3darlina@pnb.ac.id JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 95 services/accommodation, bell boy, housekeeping, front office, and food and beverage services. Food and Beverage Department is a special department that provides food and beverage service in the form of food processing and serving of food. One form of food and beverage presentation is through room service. Le Grande Bali Uluwatu is one of five star hotels located in pecatu dreamland area with 190 rooms available for tourists who will vacation, honeymoon, business or long term stay in Bali (long stay). Le Grande Bali Uluwatu provides facilities such as; four four-story building units, one unit of D'Bar and one restaurant named Little Nan Yang. Little Nan Yang restaurant besides serving breakfast, lunch, and dinner, also serve the ordering of food and beverages through room service service. In providing room service service, it is expected that tourists can feel satisfied with the services provided by meeting the needs and desires of customers and provide good service for the creation of customer satisfaction and loyalty. LITERATURE REVIEW Room service according to Graham Brown and Karon Herner in his book The Waiter's Handbook is a food or beverage service booked by guests and enjoyed in the rooms both in hotels and other lodgings such as villas or apartments. The function of Room Service in general, actually the same and in line with restaurants and bars. If a restaurant and bar sells food and beverages in a restaurant or bar-room, the room service has a special duty of serving food or drinks in hotel rooms or villas Kotler (2012: 499-500) determines that there are five determinants of quality/quality of services/services that are summarized with five dimensions of service quality. That is tangible, emphaty, reability, responsiveness, assurance. Giese & Ciote (2000), as cited by Tjiptono & Chandra (2011: 292), define customer satisfaction as a response (emotional or cognitive) in which the response involves a particular focus (expectations, products, consumption experiences, etc.) within a certain period of time (after consuming, after selection of products/services, based on accumulated experience, etc.). JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 96 RESEARCH METHODS After the calculation, the number of samples required is as many as 100 samples, and from the results of validity and reliability tests then the data declared valid and reliable, which will be continued by using the method of importance performance analysis (IPA). In this research, company performance level that can give satisfaction represented by letter "X" and level of consumer interest represented by letter "Y". The formula used to measure the level of conformity is Tki = Information : Tki: The level of suitability of respondents. Xi: Score of the company's performance appraisal. Yi: Scores of consumer interest ratings. If performance below expectations or conformity levels below 100% means that consumers are disappointed or dissatisfied. However, if performance is in accordance with expectations or the level of conformity equal to 100% it means that consumers are satisfied. Whereas if performance exceeds expectations or conformity levels above 100% it means that consumers are very satisfied. Further horizontal axis (X) will be filled performance score score. And the upright axis (Y) will be filled by the importance level score. In simplifying the formula, then for each factor that influences the consumer's decision with the formula: Information : 𝑋 ̅ = Average score of implementation/performance level (room service quality). �̅� = Average score of consumer interest rate. n = Number of respondents. Cartesian diagram is a building divided into four sections bounded by two lines intersecting perpendicular to the point (𝑋 ̅, �̅̅̅�). Information : 𝑋 ̅ = Represents the average of the average performance/performance level score of all JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 97 attribute factors. �̅� = Represents the average of interest rate scores. All factors that affect consumer satisfaction. Altogether there are 15 factors or attributes. Next formula: X = Y = Information : K = Number that can affect consumer satisfaction. Cartesian Diagram 1 Importance: �̅� �̅� �̅� 𝑋 ̅ Implementation (Performance/Satisfaction) (Source: Supranto (2001; 242)). In this case, the use of a five-level scale (likert) that is used for (perfomance) consists of very good, good, good enough, not good, and not very good. The five proposals are given as follows: 1. Excellent answer given weight 5. 2. A good answer is given a weight of 4. 3. A good answer is given weight 3. 4. The unfavorable answer is given weight 2. 5. An unfavorable answer is given weight 1. For the degree of importance of each attribute (importance) given the 5 ratings with the following weights: Main priority Maintain Achievement A B Low Priority Overrated C D JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 98 1. An important answer is given weight 5. 2. An important answer is given weight 4. 3. An important answer is given weight 3. 4. Unnecessary answers are given weight 2. 5. An unimportant answer is given weight 1. RESULTS AND DISCUSSION At this stage the processing of data that has been collected. The data processing is done to know the level of customer satisfaction on the quality of room service with Importance Performance Analysis (IPA) method used to know the things that become priority improvement to the factors that influence the level of customer satisfaction. Importance Performance Analysis (IPA) Importance Performance Analysis is done by calculating the total score of service performance and consumer interest. Next is calculated the value of X (average performance score) and Y (average score of interest). Conformity Level In the method of Importance Performance Analysis (IPA) there is also a calculation to determine the order of priority services, as measured by the level of conformance to determine the priority of the best service improvements to achieve customer satisfaction. 1. Calculate the performance score and importance Examples of performance score calculations and expectations are taken from the timely delivery of orders into the room. Performance (X) = 39x5 + 58x4 + 3x3 + 0x2 + 0x1 = 195 + 232 + 9 = 436 Interests (Y) = 78x5 + 22x4 + 0x3 + 0x2 + 0x1 = 390 + 88 = 478. 2. Calculating the level of conformity (%) = (436: 478) x 100% = 91.21% JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 99 Table 1 Average Calculation of Implementation and Assessment Assessment The Importance of Factors Affecting Travelers in Using Room Service Services at Le Grande Bali Uluwatu Hotel No. Which Factors Affect Satisfaction Tourists When Using Room Service Assessment Implementation Assessment Interests 𝑋 ̅ �̅� 1 Timely delivery of orders into the room 436 478 4,36 4,78 2 Friendly, courteous, and helpful attitude 462 454 4,62 4,54 3 Quick response in understanding and completing requests of tourists by staff room service 454 462 4,54 4,62 4 Quick response to tourist complaints related to services provided by staff room service 452 464 4,52 4,64 5 The knowledge and skill of the room service staff when it comes to the tourists 452 442 4,52 4,42 6 The ability of staff room service in mastering a foreign language related to the smooth communication with tourists 472 468 4,72 4,68 7 Attention is given by staff room service to tourists 464 456 4,64 4,56 8 Responsible for services provided to tourists 466 462 4,66 4,62 9 Cleanliness and neatness of staff room service appearance when dealing directly with tourists. 454 450 4,54 4,5 Average (𝑋 ̿ and �̿�) 4,56 4,59 𝑋 ̿ and �̿� = The average of 50 respondents (Source = Results of Questionnaire Calculation). From the results of each indicator of each variable, the authors obtain a level of conformity of 99,34% ( 4,56 4,59 𝑥 100% ) which states that the level of compliance almost JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 100 reaches 100% so that the service room service quality provided by Le Grande Bali Uluwatu hotel to tourists is quite satisfactory. Cartesian Diagram 2 1. Quadrant A (Main Priority) In this quadrant, it appears that the indicators or attributes that affect the satisfaction of tourists associated with the quality of room service needs diperioritaskan by the company. Because this indicator is considered very important by tourists, and the level of implementation has been done by the company. It can be seen from the result of data processing in this research, there are some indicators that included in quadrant A (Main Priority) that is: a. Timely delivery of orders to the room (number 1). b. Quick response in understanding and completing requests of tourists by staff room service (number 3). c. Quick response to tourist complaints related to the service provided by staff room service (number 4). 2. Quadrant B (Maintain Achievement) In this quadrant, the factors or indicators that affect the satisfaction of tourists related to the quality of room service is very necessary to maintain, in this case seen from Main priority A Maintain Achievement B Low Priority C Overrated D JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 101 the data processing in this study, there are several indicators included in quadrant B (Maintain Achievement). a. The ability of staff room service in mastering a foreign language related to the smooth communication with tourists (number 6) b. Responsible for services provided to tourists (number 8). 3. Quadrant C (Low Priority) In this quadrant, indicates that the factors or indicators that affect the satisfaction of tourists are still considered less important by tourists, but already done by the company. This can be seen from the data processing on Cartesian diagram 2 which indicates that there are indicators that are considered less important by tourists, but already done by the company. Indicators included into Quadrant C (Low Priority), are a. Knowledge and skill of staff room service when communicating with tourists (number 5) b. Cleanliness and tidiness of staff room service appearance when dealing directly with tourists (number 9). 4. Quadrant D (Excessive) In this awareness, indicates that factors or indicators that affect the satisfaction of tourists associated with the quality of room service provided, considered very excessive but often done by the company. So this assessment is beyond the expectations of tourists. This can be seen from the results of data processing in Cartesian diagram 2, where, there are several indicators that belong to the D quadrant (Excessive), as follows. a. Friendly, courteous, and ready to help (number 2). b. Attention given by staff room service to tourists (number 7). CONCLUSIONS AND SUGGESTIONS Attributes contained in quadrant A are attributes that must be considered by the company or hotel to keep customers loyar in buying food and drinks. The hotel should make the factors contained in this A quadrant as a strategy that needs to be improved in order to compete with other hotels. JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 102 BIBLIOGRAPHY Bambang, MD; Budi, KS; Iwan, S. 2008. “Factor Analysis Affect Buying Buy Interest Products and its Impact on Customer Loyalty”. Ginting, R. 2010. Product Design. Yogyakarta: Graha Ilmu Publisher. Harun, H. 2009. 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