The influence of mice employee service quality on customer satisfaction at Pullman Bali Legian Beach

Service quality and customer satisfaction is one of the main topics in tourism and hospitality research that has received a lot of attention from researchers. Service quality plays an important role in providing the best experience to guests. MICE is one of an industry which provide service to satisfied their customers. MICE is also a very profitable industry which shown in statistics that the average MICE traveler will spend two times money than other travelers. The opportunities that the MICE sector has made bring out many hotels compete to develop MICE facilities to attract as many guests as possible. This research was conducted at Pullman Bali Legian Beach. Pullman Bali Legian Beach already has the right SOP for each MICE employee but there are still negative comments from customers. The results of this research that related to the variables of MICE Employee Service Quality and Customer Satisfaction that conducted at Pullman Bali Legian Beach are mostly very satisfied with MICE waiters who are friendly in providing services to guests. While the assessment of the interior of the room is still in the good category but gets the lowest score compared to other statements, so this point needs attention to be improved. It can be concluded in this study that the MICE Employee Service Quality (X) variable has a positive and significant effect on Customer Satisfaction with a tcount> ttable value of 12.046> 1.662.