Kualitas Pelayanan Hotel Mambruk Anyer Saat Program Incentive Travel MICE (Studi Kasus Mahasiswa MICE PNJ)

Abstract

For incentive travel participants, such as those carried out by MICE PNJ 2023 students, the quality of service when staying at a hotel is important. So when problems arise, the quality of a hotel decreases. "On that basis, we intend to conduct research with the title Quality of Accommodation Services During the MICE Travel Incentive Program (Case Study of the Mambruk Anyer Hotel)." The aim of this research is to explain the quality of service at the Mambruk Anyer Hotel and explain the satisfaction of travel incentive participants during their stay at the Mambruk Anyer Hotel. Using qualitative methods, the results obtained were that the service quality of the Mambruk Anyer Hotel during incentive travel activities for MICE PNJ 2023 students did not meet the positive impression. These include inadequate toilet facilities, cleanliness such as dirty bed sheets due to blood stains, and a lack of human resources. Meanwhile, the satisfaction of the incentive travel participants, while students stayed at the Mambruk Anyer Hotel, was not fulfilled and was not commensurate with the costs spent to experience the stay.