Analisis Penerapan Kualitas Pelayanan dengan Menggunakan Indikator SERVQUAL untuk Meningkatkan Kepuasan Tamu pada Front Office Department di Hotel Benteng Bukittinggi Analysis of Service Quality Implementation Using SERVQUAL Indicators to Increase Guest Satisfaction in the Front Office Department at Hotel Benteng Bukittinggi

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Page Numbers: 5889-5911
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Published: Aug 28, 2026
Digital Object Identifier: 10.58578/arzusin.v6i5.11917
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Authors:
Amirsan Wahyudi1*, Cahya Agung Mulyana2
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Amirsan Wahyudi
UIN Sjech M. Djamil Djambek Bukittinggi
Cahya Agung Mulyana
UIN Sjech M. Djamil Djambek Bukittinggi

Abstract

Front Office Department service quality is an important factor in shaping guests’ perceptions of hotel services. However, studies specifically analyzing the implementation of the five SERVQUAL dimensions and their relationship with service efficiency and guest perceptions at Hotel Benteng Bukittinggi remain limited. This study aimed to analyze service quality based on the dimensions of tangibles, reliability, responsiveness, assurance, and empathy; examine efforts to improve the efficiency of check-in and check-out processes; and describe guests’ perceptions of Front Office services. This study employed a qualitative approach with a descriptive design. The participants comprised hotel representatives, Front Office staff, and guests who were purposively selected. Data were collected through interviews, observation, and documentation and subsequently analyzed through data reduction, data presentation, and conclusion drawing. The results showed that the overall implementation of the five SERVQUAL dimensions was good. Nevertheless, limitations remained in physical facilities, service timeliness, and response speed when hotel occupancy increased. Guests’ perceptions of the services were generally positive, particularly regarding the staff’s friendliness, courtesy, professionalism, and personal attention. These findings emphasize that the quality of staff–guest interactions constitutes the principal strength of the service, whereas the facilities and efficiency of operational processes still require improvement. This study provides a practical contribution to improving Front Office service quality through more effective staff management, facility improvements, standardized procedures, and the utilization of technology. Future research should employ a mixed-methods approach and involve a broader range of research settings to obtain more comprehensive results.

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How to Cite
Wahyudi, A., & Mulyana, C. A. (2026). Analisis Penerapan Kualitas Pelayanan dengan Menggunakan Indikator SERVQUAL untuk Meningkatkan Kepuasan Tamu pada Front Office Department di Hotel Benteng Bukittinggi. ARZUSIN, 6(5), 5889-5911. https://doi.org/10.58578/arzusin.v6i5.11917

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