Surabaya Plaza Hotel (SPH) is very well accepted by its present clientele, but nonetheless the
guests have a few factors of complaint. The overall image of SPH is highly positive. SPH also provides
superior quality and services. Providing the guests with satisfactory services and experiences is a key to
success in the hotel industry. In order to reach a supreme level of customer satisfaction, the guests' opinions
and ideas should be employed on ongoing processes of total quality management.

Creator(s)

• VIVIANE LANGNER
• YUSAK ANSHORI

Contributor(s)

-

Publisher

Universitas Kristen Petra; 2007

Language

Indonesian

Category

jou – Journal

Sub Category

-

Source

Jurnal Manajemen Perhotelan , Vol. 3, No. 1, Maret 2007: 18-25; Yusak Anshori (), Viviane Langner ()

Subject(s)

• TOTAL QUALITY MANAGEMENT
• CONSUMER SATISFACTION.

File(s)

• jiunkpe-ns-jou-2007-na00000710-14131-plaza_hotel-resource1.pdf