Puput Yulianingrum, Indah (2012) STRATEGI CUSTOMER RELATIONS HOTEL PURI ASRI MAGELANG DALAM MENINGKATKAN SERVICE OF EXCELLENCE. Other thesis, UPN ''VETERAN'' YOGYAKARTA.
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Abstract
Hotel Puri Asri merupakan salah satu perusahaan yang bergerak dalam bidang jasa pelayanan penginapan di Magelang. Kompetisi jasa perhotelan yang semakin pesat mengacu Hotel Puri Asri untuk lebih meningkatkan kualitas pelayanan dan penyediaan fasilitas jasanya, sehingga dapat meningkatkan loyalitas pelanggan dan menciptakan citra positif perusahaan. Berdasarkan hal tersebut didapatkan rumusan masalah bagaimana strategi customer relations Hotel Puri Asri Magelang dalam meningkatkan service of excellence. Tujuan dari penelitian ini adalah untuk mengidentifikasi dan mengetahui pelaksanaan strategi customer relations Hotel Puri Asri untuk meningkatkan service of excellence. Metode penelitian ini deskriptif kualitatif. Konsep utama yang digunakan Hotel Puri Asri Magelang dalam meningkatkan service of excellence yaitu dengan strategi customer relations. Implementasi dari pelaksanaan strategi customer relations dilaksanakan cukup berhasil membuat pelayanan prima dan membuat pelanggan menanamkan kepercayaannya kepada Hotel Puri Asri Magelang. Hal utama yang menjadi keunggulan dalam pelaksanaan strategi customer relations untuk meningkatkan service of excellence adalah kedekatan langsung antara pihak perusahaan dengan pelanggan. Kata kunci: Hotel Puri Asri, customer relations, service of excellence, pelanggan Puri Asri Hotel is one of a company who running in inn service sector at Magelang city. The tighten competition of hotel service has leading Puri Asri Hotel to improving the service quality and supplied its service facility, so that can increasing the consumer’s loyalty and creating a positive image of company. Based on this background, so it is gained a problem formulation is how the customer relations strategy of Puri Asri Magelang Hotel in order improving service of excellence. The objective of this research is to identifying and understanding the implementation customer relations strategy of Puri Asri Hotel in order to improving the service of excellence. The method of this research is descriptive qualitative. The main concept that used by Puri Asri Magelang Hotel in order to improving the service of excellence is by customer relations strategy. The implementation of customer relations that conducted is accounted success in order to creating excellence service and creating a trust for customer to Puri Asri Magelang Hotel. The main factor that is being advantage in the implementation of customer relations strategy in order to improving the service of excellence is direct closeness between company and customer. Keyword: Puri Asri Hotel, Customer Relations, Service of Excellence, Customer
| Item Type: | Thesis (Other) |
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| Subjects: | G Geography. Anthropology. Recreation > GV Recreation Leisure |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Social Sciences |
| Depositing User: | Erny Azyanti |
| Date Deposited: | 18 Nov 2016 06:14 |
| Last Modified: | 18 Nov 2016 06:14 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/9072 |
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