ANALISIS TINGKAT KEPUASAN WISATAWAN TERHADAP KUALITAS PELAYANAN HOUSEKEEPING DI THE RANI HOTEL & SPA KUTA KABUPATEN BADUNG

ABSTRAK
ANALISIS TINGKAT KEPUASAN WISATAWAN TERHADAP KUALITAS PELAYANAN HOUSEKEEPING di THE RANI HOTEL & SPA KUTA KABUPATEN BADUNG
The Rani Hotel & SPA Kuta Kabupaten Badung merupakan pemekaran dari Bali Rani Hotel yang terletak di Jalan Kartika Plaza - Kuta, Kabupaten Badung, Bali yang didirikan dan resmi dioperasikan tanggal 9 Januari 1985. Pada tahun 2006 seiring dirasa perlu ada peningkatan untuk Hotel Bali Rani, maka dibukalah properti baru yang berjarak kurang lebih 200 meter dari Bali Rani Hotel dan diberi nama The Rani Hotel & Spa, kepemilikan Bali Rani & The Rani berada dalam satu pemilik dan satu manajemen. The Rani Hotel & SPA memiliki kualitas pelayanan yang baik, namun masih sering kali mengalami permasalahan dari segi pelayanan pada department housekeeping dilihat dari guest comment di www.tripadvisor.co.id. Sebagian wisatawan belum merasa puas dengan pelayanan yang di berikan khususnya di bidang housekeeping.
Adapun rumusan masalah dalam penelitian ini adalah : 1) Apa sajakah jenis pelayanan housekeeping yang memuaskan wisatawan The Rani Hotel & Spa Kuta Kabupaten Badung 2) Seberapa besar tingkat kepuasan wisatawan dalam pelayanan housekeeping di The Rani Hotel & Spa Kuta Kbupaten Badung. 3) Apakah dampak kepuasan wisatawan terhadap karyawan housekeeping The Rani Hotel & Spa Kuta Kabupaten Badung. Pengumpulan data dalam penelitian ini dilakukan dengan cara observasi, wawancara, kuesioner, dan kepustakaan. Jumlah responden yang digunakan adalah 30 responden menggunakan metode purposive sampling dan accidental sampling serta menggunakan teknik analisis data yang digunakan adalah analisis deskriptif kualitatif dan Importance Performance Analysis yang disajikan dalam diagram Kartesius, adapun teori yang dipakai dalam penelitian ini yaitu teori kualitas pelayanan dan teori interaksionalisme simbolik, konsep yang di gunakan yaitu konsep kepuasan wisatawan, konsep kualitas pelayanan,dan yang terakhir yaitu konsep housekeeping.
Dari hasil penelitian ini diketahui bahwa 1. Jenis pelayanan yang memuaskan wisatawan pada departemen housekeeping di The Rani Hotel & SPA yaitu keamanan barang –barang wisatawan yang terjamin, kebersihan di area kamar, reputasi yang baik dan housekeeping memiliki keterampilan yang baik, sopan terhadap wisatawan dan kelengkapan fasilitas kamar. 2.Tingkat kepuasan wisatawan dalam pelayanan housekeeping adalah 93,0% termasuk kedalam kategori puas yang diperoleh melalui hasil perhitungan kuesioner. 3. Dampak kepuasan wisatawan terhadap karyawan housekeeping mendapatkan kepercayaan dari wisatawan yang menginap, mendapat hadiah berupa uang untuk jasa pelayanan yang diberikan, mendapat pelatihan untuk meningkatkan kinerja kualitas pelayanan bagi setiap karyawan.
Kata kunci : kepuasan wisatawan, kualitas pelayanan, housekeeping

ABSTRACT
ANALYSIS OF TOURIST SATISFACTION LEVEL ON THE QUALITY OF HOUSEKEEPING SERVICES AT THE RANI HOTEL & SPA KUTA BADUNG REGENCY
The Rani Hotel& SPA is an expansion of Bali Rani Hotel whitc is located on Kartika Plaza Street, Kuta Badung Regency in Bali. It was established and officially operatead on January 9, 1985. In 2006, a new property was opened which is approximately 200 meters from Bali Rani Hotel. It was named The Rani Hotel & SPA. in addition, the ownership of Bali Rani and The Rani Hotel& SPA was as one owner and one manajement. The Rani Hotel & SPA has a high quality of service. However, it still had a problem in department housekeeping. it can see from the guest comment at www.tripadvisor.co.id. A half of tourist have not statisfied with the services that had given in housekeeping field.
The formulation of the problem in this study are: 1) What are the types of housekeeping services which can satisfy the tourists at The Rani Hotel & Spa Kuta Kata Badung Regency, 2) How big is the level of tourists satisfaction in housekeeping services at The Rani Hotel & Spa Kuta Badung Regency 3) What is the impact of tourist satisfaction to housekeeping employees of The Rani Hotel Kuta Badung Regency? The Data Collection was done of observation, interviews, questionnaires, and literature. The number of respondents were 30 respondents by using purposive sampling and accidental sampling methods. The Data analysis techniques were Descriptive Qualitative Analysis and Importance Performance Analysis presented in the Cartesian diagram. In addition, the theories in this study were service quality theory, and the theory of symbolic interactionism. The concept that used were tourist satisfaction, service quality, and housekeeping.
The results of this study were 1. The type of service that satisfied tourists in housekeeping department at The Rani Hotel & SPA was guaranteed safety of tourist goods, cleanliness in the room area, good reputation and housekeeping has good skills, politeness to tourists and completeness of room facilities. 2. The level of tourist satisfaction in housekeeping services is 93.0% included in the satisfied category obtained through the results of the questionnaire calculation. 3. The impact of tourist satisfaction on housekeeping employees gained the trust of tourists to stay, they would give the prizes of money and could train the quality of services performance for each employee.
Keywords: tourist satisfaction, service quality, housekeeping