摘要：The development of 4-star hotels in Jayapura, Papua City is growing very rapidly so that
every hotel competes to improve its quality. The best service quality is given to customers to
increase customer satisfaction. Service quality has five dimensions which include direct
evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance
(assurance), and empathy (empathy). The formulation of the problem in this study is how the
quality of service (service quality) is seen from the five dimensions of tangibles, reliability,
responsiveness, assurance, and empathy to increase customer satisfaction. This research was
conducted at a 4-star hotel in the city of Jayapura, Papua, Indonesia, and a description of the
quality of services provided by a 4-star hotel in the city of Jayapura, Papua to guests. The
author uses research methods with data collection tools such as interviews, questionnaires,
and literature studies. The sampling technique uses accidental sampling, then the results of
data processing using descriptive statistical analysis. The results showed that the quality of
service that received the highest value was the tangibles dimension of 78.9% and the lowest
value was the responsiveness dimension which was worth 73.8%. Based on the results of the
responses of respondents the researchers gave recommendations on the lowest aspects if the
company can provide motivation or reward to employees so that they can provide services
quickly and accurately. This study aims to improve service quality and customer satisfaction
at 4-star hotels in Jayapura, Papua, Indonesia.
关键词：Start Hotel; Service Quality; Customer Satisfaction;
