Analysis of Service Quality at the Truntum Padang Hotel

Abstract

This research aims to analyze the quality of service at the Truntum Padang Hotel, based on room occupancy
data from November 2022 to February 2023. The room occupancy rate at the Truntum Padang Hotel has decreased, even
in January it did not reach 50%. From February to April 2023, the Truntum Padang Hotel's room occupancy rate is unstable
and still has not reached 90% according to management's target. Even though the Truntum Padang Hotel is the only hotel
managed by a State-Owned Enterprise (BUMN) in Padang City. The main objective analysis in this research is to look at
the quality of service at the Truntum Padang Hotel. This type of research is a quantitative descriptive research type of data
source used for both primary and secondary data. Purposive sampling was used as a sampling technique in this research,
with a total sample of 100 respondents. Based on the results of a questionnaire using a Likert scale, it shows that the analysis
of service quality at the Truntum Padang Hotel, seen from service quality indicators, has a percentage of 52%, namely at
the interval limit of 3, 26-4.00 in the satisfied category.