Designing Service Standardization For Small Accommodation Businesses In Greater Bandung As An Effort To Enhance Service Quality
DOI:
https://doi.org/10.36276/mws.v23i2.914Keywords:
Service Standardization, Small Accommodation Business, Hospitality Management, Guesthouse, HomestayAbstract
The majority of small accommodation businesses in Indonesia are small-scale operations that lack standardized service guidelines, in contrast to hotels which are regulated by government-issued standards and supported by international frameworks. This condition leads to inconsistent service quality and unclear service delivery procedures. This study aims to design a service standard framework for small accommodation businesses, particularly in Greater Bandung. A qualitative descriptive approach was used, involving field observations and structured interviews with five small accommodation businesses. The design process was guided by the SERVQUAL framework (tangibles, reliability, responsiveness, assurance, empathy) and adapted from existing regulatory and international standards, including the Indonesian Ministry of Tourism Regulation No. 4 of 2021, ISO 22483:2020, and Scotland’s small serviced accommodation quality assurance’s minimum requirement. The findings reveal that service delivery practices among small accommodation businesses are highly inconsistent and depend heavily on individual owner’s background and management style. Based on these findings, a practical and context-adjusted service standard and its implementation strategies were proposed to serve as a reference for improving service quality in small accommodation businesses. The resulting design aims to enhance operational consistency, support service credibility, and align service delivery with guest expectations, contributing to a better overall guest experience.
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