(untitled) (Jurnal Manajemen dan Kewirausahaan, 2008)
Senior market is one of the most prospective segments to be targeted for hospitality industry, including hotel business in Indonesia. This research aims to examine senior guest satisfaction toward service quality of four and five star hotels in Surabaya. Employing derived satisfaction method, guest satisfaction is measured by comparing guests’ expectation with the perception. Five variables of service quality are used to measure the service provided, namely reliability, responsiveness, assurance, empathy and tangibles. The result shows that there is a gap between senior market’s expectation and perception, in which the expectation is above the perception. Thus, it can be concluded that respondents have not satisfied yet with the quality of service delivered. Abstract in Bahasa Indonesia : Senior market merupakan salah satu pasar yang cukup menjanjikan bagi bisnis jasa, termasuk bagi bisnis jasa hotel di Indonesia. Penelitian ini bertujuan mengukur kepuasan tamu lanjut usia yang menginap di hotel bintang 4 dan 5 di Surabaya. Kepuasan diukur menggunakan metode derived satisfaction dengan cara membandingkan harapan dan persepsi senior market terhadap kualitas layanan. Kualitas layanan didasarkan pada lima variabel, yaitu keterandalan, kecepatanggapan, jaminan, empati, dan fasilitas fisik. Hasil penelitian menunjukkan bahwa terdapat gap antara harapan dan persepsi, dimana harapan lebih besar daripada persepsi, sehingga dapat disimpulkan bahwa responden belum puas dengan seluruh atribut layanan yang disediakan. Kata kunci: harapan, persepsi, kepuasan, senior market, kualitas layanan, hotel, Surabaya.