PENERAPAN METODE WEIGHTED AVERAGE PADA SISTEM KEPUASAN PENGUNJUNG TERHADAP KUALITAS PELAYANAN DI PENGINAPAN RUMAH NAKATA
Abstract
The visitor satisfaction information system for service quality is an innovative solution to measure and
improve service quality in a public service. One of them is at the Nakata house inn, which provides
lodging facilities for its visitors. However, with adequate facilities, Nakata's house still has one of its
shortcomings in the service system that makes communication between employees and visitors miss and
the limitations of promotions that are carried out so that it affects the satisfaction and interest of visitors.
This research uses the weighted average method which aims to develop an information system in
analyzing and evaluating the level of visitor satisfaction with the quality of service. The weighted average
method is used to give weight to various aspects of the service that are assessed by visitors. So that the
evaluation becomes accurate and detailed. This research involves collecting data from visitors through
questionnaires and interviews, as well as data management using the weighted average method analysis.
The results of this study show that the response from the response to the quality of Nakata house lodging
services is included in a good category, because they get a score of 78 and the specification of the highest
service type in the employee responsibility category with a value of 3.5, while with the lowest value
specification is found in the snack category with a value of 2.1. it is expected to provide concrete
recommendations for lodging service providers in improving the quality of service based on the priority
determined by visitors. The visitor satisfaction information system for service quality using the weighted
average method is expected to be able to make strategic decisions to increase visitor satisfaction and
service quality well and efficiently.
Keywords: visitor satisfaction survey, lodging, service, weighted average