Kualitas Pelayanan Butler Pada Masa Pandemi Di The Ritz - Carlton Bali

Authors

  • I Gede Darmawijaya Politeknik Pariwisata Bali
  • Gede Edwin Permana Manajemen Divisi Kamar, Politeknik Pariwisata Bali
  • Ida Ayu Sri Puspa Adi Manajemen Divisi Kamar, Politeknik Pariwisata Bali

DOI:

https://doi.org/10.52352/jham.v1i1.708

Keywords:

butler service, service quality, CHSE

Abstract

This study aims to reveal the quality of Butler service during the pandemic of Covid-19 at The Ritz-Carlton Bali. Data were collected through interview, documents, and observation techniques. The informant was Chief Butler who knew the day to day of Butler services. Qualitative data analysis was used in this research by referring to Parasuraman’s theory on service quality gap. The results of the analysis indicated that the quality of Butler's service during the pandemic at The Ritz-Carlton Bali was very good with the conformance rate of 97%. This finding showed that the butler services conformed to service standard and were able to follow all measures of CHSE.

Published

2022-02-22

How to Cite

Darmawijaya, I. G., Permana, G. E., & Adi, I. A. S. P. (2022). Kualitas Pelayanan Butler Pada Masa Pandemi Di The Ritz - Carlton Bali. Journal of Hospitality Accommodation Management (JHAM), 1(1), 43–49. https://doi.org/10.52352/jham.v1i1.708

Most read articles by the same author(s)