Questionnaire

This questionnaire is a part of a study for a Bacelor Degree (Tourism Faculty) at Udayana University. The objective of the research is to evaluate customer expectation and perception levels towards service quality of Room Boy/Maid at the Puri Santrian Ressort Sanur. Part I: Personal Data 1. Name: 2. Gender Male Female 3. Age Below 25 years old 36-45 years old Over 55 years old 4. Nationality Asian UK Scandinavian 5. Occupation Government official Owner / Private business Others (please specify) 6. Purpose of trip Vacation Seminar 25-35 years old 46-55 years old

European American Others (please specify) Employee Student

Honeymoon Business

Others (please specify) 7. How many times have you previously stayed at the Puri Santrian Ressort Sanur? 1 time 2 times 3 times more than 4 times 4 times

Part II: Survey of your expectations and perceptions towards service quality of room boy/maid Based on your experiences as a customer of the Puri Santrian Resort Sanur, please put a check () in a box, which mostly explains your attitudes. a) Degree of Performance towards quality of room boy/ room maid. b) Degree of Importance towards quality of room boy/room maid. The score level for Degree of Performance are described as 5 = excellence, 4 = good, 3 = fair, 2 = poor and 1 = bad. The score level for Degree of Importance: are described as as 5 = very important, 4 = important, 3 = normal, 2 = less important and 1 = not important.

Degree Of Performance No. Dimensions 1 2 3 4 5

Degree Of Importance 1 2 3 4 5

a.

Kemampuan (Reriability) Room boy / Room Maid at Puri Santrian Resort able to prepare the guest rooms occupy the deft, thorough, clean, neat, beautiful and comfortable. Room boy / Room Maid at Puri Santrian Resort able to provide excellent housekeeping services for any needs that guests need. Room boy / Room Maid at Puri Santrian Resort has rooms reliability in addressing the problems that arise Room boy / Room Maid at Puri Santrian Resort able to communicate well and effectively when serving guests Emphaty

1.

2.

3.

4.

b.

1. 2.

Relationship between room boy/ room maid and guests. Room Boy attention to the guests Room Boy/ Room Maid understanding of needed of the guests. Room boy/ Room maid assistance if the guests is having difficulty. Tangibles Room boy / Room Maid at Puri Santrian Resort always wear shoes, uniform (uniforms) are neat, clean and harmonious, and do not wear excessive jewelry or accessories while performing duties. Room boy / Room Maid at Puri Santrian Resort hairs always neat, clean, odorless body and mouth for performing the task. Room boy / Room Maid at Puri Santrian Resort always greeted with a friendly attitude, polite and courteous when meet whit the guests. Responsivenes Room boy / Room maid at Puri Santrian Resort, always be patient in preparing rooms and provide housekeeping services for any purpose that guests need during their stay at the hotel

3.

4. c.

1.

2.

3.

d.

1.

2.

3.

4.

Room boy / Room Maid at Puri Santrian Resort always respond to every need and desire of housekeeping services that guests want, during their stay at the hotel. Room boy / Room Maid at Puri Santrian Resort fast in following every need and desire of the guests, during their stay at the hotel Room boy / Room Maid at Puri Santrian Resort is very concerned about the complaints, criticism and suggestions of guests Assurance Guest can feel assured about the security of its own luggage placed in the room during the stay at the Puri Santrian Resort. Guests feel safe and comfortable using the equipment and apparatus of the rooms during the stay at the Puri Santrian Resort. Rooms occupied by hotel guests during their stay at the Puri Santrian Resort is clean, neat, beautiful, comfortable and fun. All equipment and fixtures rooms occupied by guests during their stay at Puri Santrian Resort to function in good condition. Guests feel safe, comfortable and fun to be in the room, so assured of all the risks during the stay at the Puri Santrian Resort.

e.

1.

2.

3.

4.

5.

Part III. Satisfaction

No.

Dimensions
Guests truly feel satisfied with the quality of the rooms and housekeeping services are provided by Puri Santrian Resort, so that guests will be coming back to stay at the hotel on occasion in the future. Guests truly feel satisfied with the quality of the rooms and housekeeping services are provided by Puri Santrian Resort, so that guests will always be to cultivate good relationships with hotel guests as a form of loyalty (customer ). Guests truly felt the quality of the rooms and housekeeping services are provided by Puri Santrian Resort in accordance with the room rates offered, so that guests will tell to others as a form of word of mouth recommendations.

Degree of Satisfaction 1 2 3 4 5

1.

2.

3.