HOTEL SERVICE STRATEGY: IMPROVING HOTEL SERVICE PERFORMANCE IN INDONESIA

Kuwat Riyanto

Abstract


Purpose – The goal of this research is to test and to develop service strategy model on the hotel industry and tourism in Indonesia. Design / methodology / approach –This research is based on quantitative approach using proportional sampling method to test service model on the Indonesian hotel industry. This study was conducted in Indonesian major cities such as: Jakarta, Denpasar, Yogyakarta, Surabaya, Medan, and Makassar. Certain criteria were used in choosing hotelsbased on the 5- star service standards. Research limitations / implications –This study can only be generalized to a predefined 5-star hotel service model. Because the study only tested the model of hotel industry service strategy in Indonesia, and the research sample is strictly based on that context. Novelty – - This research will add more information to strategic management literature on the model of hotel services strategy in Indonesiafor 5-star hotels. Indonesia is a tourism destination country that hasrelatively high tourist traffic, so it is necessary to do tourism promotion to further more increase tourist visits every year.

Keywords


hotel service strategy; hotel service performance.

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