Service Quality Analysis of Room Attendant Services at Aryaduta Manado Based on Guest Comment From Tripadvisor, Agoda and Booking.Com

Abstract

The competitive hospitality industry demands excellent service, particularly from room attendants as the frontline of hotel service. This research analyzes room quality and room attendant service at Aryaduta Manado based on guest comments from online review platforms. Using qualitative methods with content analysis of 122 reviews from Tripadvisor, Agoda, and Booking.com from 2022-2024, data were analyzed using SERVQUAL dimensions. Results show 63% positive and 37% negative reviews. Empathy aspect received the highest rating (78% positive), while tangibles require attention with 37% complaints, particularly furniture condition (33%) and electronic facilities (22%). Main strengths are staff friendliness (36%) and responsiveness (23), while weaknesses include cleanliness inconsistency (38%). Recommendations include standardizing cleanliness procedures, continuous training, and performance monitoring systems.