Service Quality Analysis of Food and Beverage Service for In-House Guest at Renaissance Bali Uluwatu Resort & Spa

Abstract

The purposes of this research are to analyze whether or not there is a gap between the perceived with expectations of In-house guest who gets food and beverage service at Renaissance Bali Uluwatu Resort & Spa and to observe which indicators are the main indicators that need to be improved in food and beverage service quality. In this research, there were 60 visitors as respondents and the sample was taken using incidental random sampling. The data analysis technique use ServQual and Importance Performance Analysis (IPA). The results of this research show that there is a gap of negative and positive value between the perceived and expectations with the average value of the gap sequentially in accordance with the attribute number from attribute number 1 until number 12, are: 0.02; -0,05; 0,58; 0,23; 0,15; -0,15; -0,03; -0,02; 0,03; 0,07; 0,32; 0,28. While in the analysis of indicators that are the main indicators in food and beverage service, attribute 6 is food and beverage staff serving guest orders quickly and precisely in quadrant A. The overall food and beverage service provided to In-house Guest is considered good and guests are satisfied, but the level of service must be maintained continuously to improve the quality which is still considered lacking that serves guest orders quickly and precisely this by Renaissance Bali Uluwatu Resort & Spa.