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1
Julita, Julita, Rachelle Rachelle, and Rachel Quinella. "ANALISIS PENGARUH SERVICE QUALITY TERHADAP BRAND LOYALTY DAN IMPLIKASINYA TERHADAP REPURCHASE INTENTION PADA HOTEL BINTANG 5 DI JAKARTA PUSAT." Jurnal Bangun Manajemen 1, no. 2 (2022): 46–52. http://dx.doi.org/10.56854/jbm.v1i2.66.
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There are more 5-star hotels in Central Jakarta compared to other areas in DKI Jakarta, therefore the purpose of this study is to determine the effect of service quality on brand loyalty and its implications for repurchase intention at five-star hotels in Central Jakarta. This study uses a survey method and data collection is carried out on every respondent who has stayed at a 5-star hotel in Central Jakarta. The sample used in this study amounted to 260 respondents using convenience sampling technique. The data analysis technique was carried out using Partial Least Square (PLS) with the Structural Equation Modeling (SEM) equation model with the aim of testing the collected data. Then the findings from this study are in 5-star hotels in Central Jakarta, service quality has an influence on brand loyalty which is the tendency of hotel guests to use and will continue to buy products or use services from the same 5-star hotel for a certain period of time because of the strong relationship. nurtured. And from the influence of service quality on brand loyalty in 5-star hotels, it has implications for repurchase intention as a form of hotel guest behavior who gives a positive response to 5-star hotels where hotel guests stay and intends to revisit or consume services received from the hotel. the 5 star.
 
 Keywords: 5-star hotels, service quality, brand loyalty, repurchase intention
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Rajaguru, Rajesh, and Najmeh Hassanli. "The role of trip purpose and hotel star rating on guests’ satisfaction and WOM." International Journal of Contemporary Hospitality Management 30, no. 5 (2018): 2268–86. http://dx.doi.org/10.1108/ijchm-01-2017-0044.
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PurposeThis paper aims to understand how guests’ trip purpose and hotel star rating influence the effects of the value for money perceived at hotels and service quality on guest satisfaction and word of mouth (WOM) recommendation.Design/methodology/approachUsing TripAdvisor, 25 Singaporean hotels were randomly selected for the study, which yielded hotel reviews from 2,040 respondents. Hierarchical and logistic regression analysis was conducted to investigate the relationships proposed in the study.FindingsResults indicate significant differences between leisure and business guests’ perception of value for money and service quality at hotels with various star ratings. While perceived value for money and service quality were found as significant predictors for both leisure and business guests’ satisfaction and WOM, the effects were moderated by the hotel star rating. Despite the significant effect of hotel star rating on guest satisfaction, the study found no significant relationships between hotel star rating and WOM for leisure and business guests.Practical implicationsThe findings suggest that managers in the hotel industry should understand the purpose of guests’ trip and offer services based on their expectations. As the star rating of a hotel creates certain expectations for both leisure and business guests, providing an appropriate level of services and assuring value for money in accordance with the hotel rating contributes to guest satisfaction and WOM recommendation.Originality/valueThis study contributes to the hospitality literature by investigating how hotel star rating moderates the relationship of value for money and service quality on leisure and business guests’ satisfaction and WOM recommendation.
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Pandiangan, Saut Maruli Tua, Penny Chariti Lumbanraja, Pretty Luci Lumbanraja, Josua Alexander Gultom, and Mohammad Anwar LC. "Effect of Service Quality on Hotel Guest Loyalty with Hotel Guest Satisfaction as an Intervening Variable in Five-Star Hotel." April-May 2024, no. 43 (May 29, 2024): 33–41. http://dx.doi.org/10.55529/jsrth.43.33.41.
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The tourism sector is one of the sectors that supports regional and national income. The tourism sector includes hotels, tourist attractions, and other sectors that support the tourism sector. Tourism has an important role in increasing the country's foreign exchange by increasing the number of tourists. The hotel becomes a company managed by the owner by providing services and facilities and is paid according to the services received without special approval. Hotels are used as an alternative accommodation that is sought after by immigrants, therefore hotel prices are very influential in attracting tourists. The purpose of this research is to analyze effect of service quality on hotel guest loyalty with hotel guest satisfaction as an intervening variable in Five-Star Hotel. The approach in this research is a quantitative approach. Population in the study were guests at Five-Star Hotel in Medan City. Sampling technique in this research carried out through purposive sampling. Sample in this study were guests who had stayed at least twice at Five-Star Hotel in Medan City. The number of samples in this study based on the Slovin formula was 100 respondents. Hypothesis testing in this research uses path analysis. The research results show that service quality has a significant effect on hotel guest satisfaction in Five-Star Hotel. Service quality has a significant effect on hotel guest loyalty in Five-Star Hotel. Hotel guest satisfaction has a significant effect on hotel guest loyalty in Five-Star Hotel. Service quality has a significant effect on hotel guest loyalty through hotel guest satisfaction in Five-Star Hotel.
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Saputra, Panji, Ruth Sama Dortina Hutabarat, and Feri Ferdian. "Guest Satisfaction to Stay in The Hotel Industry: The Antecedent Factors Investigation." Jurnal Manajemen Pelayanan Hotel 7, no. 1 (2023): 462. http://dx.doi.org/10.37484/jmph.070124.
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Customer satisfaction is the level of customer satisfaction, desire, or positive perception of the product, service, or experience they receive. This reflects the extent to which customers are satisfied with the product or service they purchased. The purpose of this study was to examine the effect of service quality on customer satisfaction in the hotel non-star Padang mediated by ambient conditions. This study used quantitative research with a causal associative approach. Data was obtained by distributing questionnaires directly to guests staying in the hotel non-star Padang so that a total sample of 112 respondents from a population of 7 in the hotel non-star Padang were obtained with a Likert scale. The data analysis technique uses Partial Least Square Structural Equation Modeling. Most of the respondents are between 21-30 years old. with 60.71% of respondents. This study found that service quality is an important factor in increasing ambient conditions and customer satisfaction in the hotel non-star Padang. Meanwhile, ambient conditions did not affect customer satisfaction in the hotel non-star Padang. Although service quality is an important factor in customer satisfaction, the results of the analysis show that ambient conditions as mediated factors do not have an effect on service quality and customer satisfaction in the hotel non-star Padang. Keywords: Service Quality, Ambient Condition, Customer Satisfaction
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Lkhamtseden, Badarch, Baljinnyam Enkhtuya, Ulziibayar Zulbayar, and Mijiddorj Altanshagai. "CUSTOMER SATISFACTION OF HOTEL SERVICES \Case study Mongolian 4,5 star hotels\." ISIR Journal of Business and Management Studies (ISIRJBMS) 2, no. 3 (2025): 28–35. https://doi.org/10.5281/zenodo.15553899.
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<em>Mongolia’s tourism industry has fully recovered after the COVID-19 pandemic, with an increase in foreign tourists. New international hotel chains are also opening and providing services. Mongolia has started to classify hotels by star system according to the new standard adopted in 1998. The Mongolian Standard “Hotel Service Quality Rating and Basic Requirements” MNS 5927:2008, which regulates hotel business activities in the laws, regulations, programs, plans, resolutions and orders in force in the Mongolian Tourism Industry, is the only legal document and national rating system for determining service quality. This study covered 4 and 5-star hotels that meet the Mongolian Standard “Hotel Service Quality Rating and Basic Requirements” MNS 5927:2008. This research assessed the expectations and perceptions of service quality in Mongolia’s four and five stars hotels by applying a modified version of the SERVQUAL model. A convenient sample of 270 guests drawn from six 4, 5 star hotels was used in the analytical stage. It also examined the relationship between overall satisfaction levels and the five service quality dimensions reliability, responsiveness, assurance, empathy end tangibility. The findings indicated, as a whole that the hotel customers’ perceptions of service quality provided by the hotel industry were lower than their expectations and the gap between customers’ expectations and perceptions were significant.</em>
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Rismanto, Malik. "Analysis Influence Management Quality Service to Satisfaction Guests at Star Hotels." Hospitality Management and Operations Journal 1, no. 1 (2024): 1–9. https://doi.org/10.59261/hmoj.v1i1.1.
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In industry very good hospitality competitive , satisfaction visitor become factor the main thing that determines success and sustainability star hotel business . Quality the services provided by the hotel are very play a role in to form perception guests and, ultimately , determine level satisfaction they . Research This aiming For analyze influence various dimensions quality services , including reliability , assurance , responsiveness , empathy , and cleanliness , towards satisfaction guest at a star hotel post- COVID-19 pandemic. Research This use approach quantitative with design descriptive-analytic . Data collected through questionnaire distributed? to guests who have stay at several star hotels , with criteria sample use purposive sampling method . Data analysis was carried out use multiple linear regression For identify contribution of each dimension quality service to satisfaction guest . Research results show that all dimensions quality service own influence significant to satisfaction guest , with cleanliness as the most dominant factor post-pandemic , followed by reliability and responsiveness . Dimensions empathy and reassurance also contribute , but with more value? low compared to factor cleanliness . This result indicates importance improvement quality services in the area of cleanliness and speed response in management strategy hotel services for fulfil expectation more and more guests high . Research This give guide for star hotels in strengthen Power competition through management quality optimal service .
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Park, Hyun Jung. "The Structural Relationship among Service Quality, Customer Satisfaction and Continuance Intention for Hotel Self Service Technology(SST)." Convergence Tourism Contents Society 8, no. 3 (2022): 21–36. http://dx.doi.org/10.22556/jctc.2022.8.3.21.
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Purpose: The self-service technology of Hotel has been expanded.This study attempted to provide theoretical & practical implications for improving the service quality for self service technology of hotel by empirically, and analyzing the structural relationship of hotel customer’s service quality for self service technology with customer satisfaction and continuance intention. Methods: For an empirical research, an online survey was conducted on customers who have visited & stayed 3-star or 4-star hotels in Seoul for the past two years. A total of 213 questionnaires were used for empirical analysis. For analysis, SPSS 20.0 and AMOS 22.0 programs were used. Results: Reliability, convenience, joyfulness, and information quality of SST service quality had a significant positive(+) effect on customer satisfaction. And control, information quality of SST service quality had a significant positive(+) effect on continuance intention. Customer satisfaction plays a mediating role on the relationship between the reliability, convenience, joyfulness, information quality and continuance intention.. Conclusion: In order to increase customer satisfaction with the self service technology(SST) provided by the hotel and to ensure that hotel customers continue to use SST, reliability, convenience, joyfulness, and information quality of the hotel SST should be strengthened. In addition, it is necessary to develop the related technologies so that hoel customers can use the self service technology of hotels more conveniently and stably.
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Wong, Elise, S. Mostafa Rasoolimanesh, and Saeed Pahlevan Sharif. "Using online travel agent platforms to determine factors influencing hotel guest satisfaction." Journal of Hospitality and Tourism Technology 11, no. 3 (2020): 425–45. http://dx.doi.org/10.1108/jhtt-07-2019-0099.
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Purpose This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship between service quality and satisfaction, as well as the moderating role of hotel star ratings on all direct and indirect relationships. Design/methodology/approach Data for this study were collected via Web scraping from August–October 2018. Data were collected from 192 three- to five star-rated hotels in Kuala Lumpur, Malaysia. Partial least squares – structural equation modeling was used for data analysis. Furthermore, importance-performance map analysis (IPMA) was performed to identify the most important items of service quality and perceived value in improving customer satisfaction. Findings The findings of this study provide support for all direct and indirect relationships for three-star and four- and five-star hotels. Moreover, the results indicate that perceived value mediates the relationship between service quality and customer satisfaction. These results support the moderating role of hotel star ratings for the relationship between service quality and perceived value. The results also show that after perceived value, three-star hotels looking to improve customer satisfaction should prioritize improving the quality of their services, sleep quality, cleanliness and rooms. Four- and five-star hotels, on the other hand, should prioritize service, cleanliness, room and sleep quality. Originality/value OTA platforms collect a wealth of data pertaining to large number of hotels; nevertheless, few studies to date have drawn on this data to examine a pre-determined conceptual framework developed based on the literature. As such, this study makes a valuable methodological contribution to the tourism and hospitality literature. In terms of theoretical contributions, this study examines the mediating role of perceived value between service quality and satisfaction using OTA data. In addition, this study assesses the moderating role of hotel star ratings for the direct and indirect effects of service quality on satisfaction. Using IPMA, this study compares the importance and performance of service quality indicators to generate satisfaction between three-star and four- and five-star hotels.
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Chikosha, Felix, and Clever Vutete. "The Relationship between Hotel Rating and Customer Outcomes: Customer Perceived Service Quality and Customer Satisfaction." Greener Journal of Business and Management Studies 4, no. 4 (2014): 146–52. https://doi.org/10.15580/GJBMS.2014.4.062614282.
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In this present milieu, the need to improve service quality and customer satisfaction is considered substantial due to stiff competition between businesses. Service quality and customer satisfaction can easily define organisational success. The study scrutinises the relationship between hotel rating and the customer outcomes; service quality and customer satisfaction. In this research paper, the quantitative research approach was used. A total of 60 hotel guests were taken as respondents for each of the selected hotels. The data was collected through questionnaires with structured questions. Perceived service quality and customer satisfaction levels were recorded highest for Rainbow Hotel (5 star), followed by Holiday Inn Hotel (4 star) and then Crown Plaza Hotel (3 star). This implies a positive relationship between hotel ratings the customer outcomes. It is judicious to believe that upgrading service quality increase customer satisfaction and ultimately results in improved hotel ratings.
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Lkhamtseden, Badarch Ph.D, Ulziibayar Zulbayar, and Baljinnyam Enkhtuya. "SERVICE QUALITY IN 5 STAR HOTEL A case study hotel in Mongolia." ISIR Journal of Business and Management Studies (ISIRJBMS) 2, no. 1 (2025): 01–07. https://doi.org/10.5281/zenodo.14620614.
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<em>During the Covid years, the number of foreign tourists visiting Mongolia decreased and the tourism and hotel service industry stagnated. However, the number of foreign tourists is increasing due to the Mongolian government's policy to develop tourism, flexible visa solutions, international marketing, and the addition of direct flight routes. Previous research in the Hospitality Industry of Mongolia especially at accommodation service facilities was mainly focused on human resources aspects such as psychological problems, work conditions, incentives and career development, job satisfaction, job stress, and turnover intention. There is insufficient research related to the quality of hotel services and foreign guest satisfaction. Since 2017, large international hotel chains have started operating in Mongolia. The purpose of this exploratory study was to investigate and assess guest perceptions of service quality in 5-star hotels in Mongolia. A convenient sample of 285 guests drawn from four 5 star hotels was used in the analytical stage. This indicates significant differences between hotel guests’ expectations and their actual experiences, thus highlighting managerial implications. The findings indicated that the hotel customers' perceptions of service quality provided by the hotel industry were lower than their expectations and the gaps between customers’ expectations and perceptions were significant.</em>
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Khairunnisa, Khairunnisa, and Nila Krisnawati. "The Emergence of Service Quality and Brand Awareness Toward Strategic Competitiveness and Its Impact on Hotel Performance." Journal of Business on Hospitality and Tourism 1, no. 1 (2015): 16. http://dx.doi.org/10.22334/jbhost.v1i1.22.
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Five-star hotels are known by their immense competitiveness, first-class portrayal and are superior in level of extravagance, eccentricity, representation, sophistication and amenities. Slow growth of five-star hotels aggravates strong competition, thus forcing hotel businesses to be competitive. This study attempts to analyze service quality and brand awareness toward strategic competitiveness and its impact on the performance of XYZ Hotel. The study applies both quantitative and qualitative research, which were obtained from questionnaire distribution to 100 respondents who have stayed at the hotel, in-depth interview with the PR and Front Office managers, and Focus Group Discussion with managers and hotel experts from Jakarta and Tangerang. The finding suggests that service quality has no correlation with strategic competitiveness and no significant impact on performance. Thus, brand awareness was found to be the most influential factor on strategic competitiveness. However, it is necessitated that five-star hotel continuously improve the quality of its service and the factors associated with service quality.
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Zhang, Jingwen. "Research on Hotel Rating and Development of Star Rating in China." Frontiers in Business, Economics and Management 14, no. 1 (2024): 329–33. http://dx.doi.org/10.54097/2e07ne61.
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The hotel industry plays an important role in promoting economic growth, creating employment opportunities and providing high-quality services. Hotel rating helps to improve the service quality and market image of the tourism industry. Hotels in China use star rating methods. Since 1988, when the star rating standards were formulated, they have undergone many explorations and practices according to the development of the hotel industry. This study focuses on the development history of China's star rating as well as the current situation. It also finds that there are problems in China's hotel star rating standards, such as lack of adaptability, insufficient fairness, limitations, lack of legal regulation, and homogenized competition. Therefore, it is proposed to put forward corresponding countermeasures in terms of adaptability, transparency, professional quality, laws and regulations of hotel star rating standards, hoping to have a certain reference value for hotel star rating, and at the same time promote the overall development of the hotel industry.
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Lemy, Diena, Edmund Goh, and Jie Ferry. "Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels." Journal of Vacation Marketing 25, no. 4 (2019): 462–79. http://dx.doi.org/10.1177/1356766718819658.
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This study developed and empirically tested a model to explore the relationships between contact personnel, physical environment, service quality, relationship quality, service innovation, and customer loyalty in Indonesia five-star hotels. Structural equation modeling was conducted on data collected from 596 hotel guests staying at five-star hotels in Jakarta, Indonesia. Results indicated significant relationships between contact personnel and service quality, service quality and customer loyalty, and the moderating effect of service innovation on the interaction of service quality and customer loyalty. It is important for hotel management to focus on service excellence, as it will transpire into guest satisfaction, trust, and commitment from the customer, thus, enhancing the relationship quality between the customer and the hotel. This study demonstrated that service innovation can allow the hotel industry to see beyond the silo mentality of good service and focus on greater value proposition in the business model to increase customer loyalty.
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J.K., Bharath. "A Study On Customers' Perception On Service Of Star Hotels In Coimbatore City." International Journal of Management, IT & Engineering 9, no. 5(1) (2019): 245–52. https://doi.org/10.5281/zenodo.4301202.
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Hotel industries are provide best service to their customers which is come under service sector. Service sectors are different from manufacturing sectors, all customers are important to this service sectors. Travel unavoidable to the families, business and professionals, hotels are very important to the travelers. Reasons for travel are different, according to that the travelers perception different. The hotel industries have to fulfill their customers’ requirements, with in the available facilities. The following are the objectives of the study : (i) To present the socio economic profile of the study (ii) To formulate the impact variables of the hotel service and to find the impact variables of star hotels in the study area and (iii) To give suggestions to the hotel management and customers. the hotel management fails to identify the impact variables, this study help find the impact variables which influence the customers. There are twenty five 4 star hotels and forty eight 3 star hotels are available in Coimbatore, out of it ten leading 3 star and 4 star hotels were selected for this study. Seventy five questionnaires each were issued and collected back by the researcher, so total samples were 150 based on convenient sampling method. researcher concluded that the management should appoint more workers and staff to take care of their health. Customers are expecting good food, the star hotels providing quality and taste food, the customers felt the price are high but they are satisfied about the quality.
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Kyule, Allan Kariuki. "Influence of Hotel Ambience and Performance of Hotels in Uganda. A Critical Literature Review." Journal of Modern Hospitality 1, no. 1 (2022): 40–53. http://dx.doi.org/10.47941/jmh.1096.
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Purpose: Globally, there are over 160,000 star rated hotels with more than 14 million accommodation (rooms) available to millions of customers across low, middle and upmarket hotels. The overall objective of this study was to examine influence of hotel ambience and performance of hotels in upmarket areas.
 Methodology: The paper used a desk study review methodology where relevant empirical literature was reviewed to identify main themes and to extract knowledge gaps.
 Findings: The study concluded that upmarket hotel managers should improve and maintain consistency in service quality to enhance accommodation performance of their hotels. Upmarket hotel managers should place considerable importance on improving the levels of service reliability/trustworthiness, service reputation/credibility, and service recovery when something goes wrong, service accessibility/flexibility, service professionalism/skills and service behaviour/attitude in their daily operations. Upmarket hotel managers pay more attention to service quality delivery for better room efficiency and customer satisfaction.
 Unique Contribution to Theory, Policy and Practice: This study recommended that that the hotel regulatory authorities should improve on regulations and control of accommodation facilities to facilitate better accommodation performance of upmarket hotels. Upmarket hotel managers should consistently improve the quality of room facilities and service quality as well as support regulatory control to cause positive and significant changes in accommodation performance of upmarket hotels. The customers should use hotel star rating status as guide in comparing and making decisions on choice of accommodation facilities of upmarket hotels.
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Fernández-Barcala, Marta, Manuel González-Díaz, and Juan Prieto-Rodriguezb. "Factors influencing guests’ hotel quality appraisals." European Journal of Tourism Research 2, no. 1 (2009): 25–40. http://dx.doi.org/10.54055/ejtr.v2i1.26.
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The aim of this paper is to analyse the factors influencing the service quality appraisals left by hotel guests on Tripadvisor website. First we hypothesise that price and hotel-star category are the main determinants of ex ante expectations, and that they negatively affect the ex post quality appraisal. This is because the higher the expectations are, the lower the probability is that the hotel achieved the expected quality. Second we measure other determinants of objective quality, such as the age of facilities and offered services. Third we study the island effect, i.e., whether the hotels located in the Balearic and Canary Islands obtain higher evaluations than hotels on continental Europe. The results confirm that the price and the hotel star category negatively affect quality assessments. Furthermore, the age of facilities affects the assessments negatively Finally there appears to be no island effect in terms of quality assessment. The findings suggests that ex ante expectations are essential factors in the ex post evaluation.
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Talukder, Mohammad Badruddoza, and Sanjeev Kumar. "Revisiting intention in food service outlet of five-star hotels: A quantitative approach based on food service quality." Sport i Turystyka. Środkowoeuropejskie Czasopismo Naukowe 7, no. 1 (2024): 137–56. http://dx.doi.org/10.16926/sit.2024.01.08.
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This research looked at how food service quality impacts guest satisfaction and revisited the intention of a hotel’s food service outlet. We have collected 260 responses from restaurant patrons of 17 five-star hotels, and the proposed correlations were carried out using PLS-SEM. A questionnaire was administered to the restaurant guest of five-star hotels, resulting in evidence confirming two of the three presented hypotheses and the five-dimensional nature of DINESERV. This study examines the DINESERV application in restaurants to advance knowledge of food service quality. The research provides empirical insights regarding food service quality and guest satisfaction, being simultaneously linked with a revisiting intention. The DINESERV analysis of this study broadens knowledge within and beyond hotel management research. The output of the study has enhanced understanding of learning and thinking of the best practice in the hotel industry’s food service quality. The study assesses food service quality and answers some fundamental questions concerning the importance of guest satisfaction, its practical implications, and understanding why guests are likely to return to a five-star hotel in Bangladesh. The hotel’s food and beverage manager can apply the study findings to create a valuable experience for their hotel guests so that they would like to return, and ensure revenue.
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Ghiţă, Simona-Ioana, Rodica-Manuela Gogonea, and Simona-Andreea Săseanu. "Possibilities of statistical analysis of hotel activity performance in a competitive environment." Proceedings of the International Conference on Applied Statistics 1, no. 1 (2019): 264–74. http://dx.doi.org/10.2478/icas-2019-0024.
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Abstract The hotel industry is an important driver in tourism development of a region, with positive effects on economic growth, concentrating to a large extent the regional tourism services. The quality of services in this sector is decisive for improving the hotel activity performance, especially in terms of a competitive environment increasingly well defined. The service quality is directly proportional to the hotel comfort category. In 2018 Romania had 34 five-star hotels and 359 four-star hotels, representing less than a quarter of all hotels (24.32%). They owned just over 30% of the total number of hotel bed-places. This paper provides a statistical analysis of activity in the hotel industry in Romania, focusing on main elements of its performance, in terms of a competitive environment. As a result of a case-study on the employees of high comfort category hotels in Bucharest, the key elements of a performing activity are revealed, in order to obtain a competitive advantage.
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Chang, Tsen-Yao, and Yu-Chieh Chiu. "Exploiting Service Design in Service Quality: Escorting the Customer’s Experiential Value in the Journey of a Star-Rated Hotel." Systems 11, no. 4 (2023): 206. http://dx.doi.org/10.3390/systems11040206.
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The present research presented a novel model for incorporating service design to create guest experiential value. Taking a star hotel in Taiwan as an example, this study used the KJ method to classify online reviews about hotel services and then created a customer journey map (CJM) through participant observation of the entire service process. By deconstructing the service process and identifying key service touchpoints, service design ideas were incorporated into the CJM. A Kano questionnaire was then adopted to accommodate 38 service scape attributes in 4 segments: 1 attribute in the maintenance area, 10 of the high-priority area, 11 of the low-priority area, and 16 of differentiation. The overall research results propose experience design strategies for the hotel industry in terms of the service content and operation processes of star-rated hotels, which can then be adjusted according to their operating conditions to construct their unique service experience content. This is expected to be the basis for subsequent research and serve as a basis and reference for improving hotel service design strategies and competitiveness in the future.
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Gultom, Dedek Kurniawan, Nadia Ika Purnama, and Muhammad Arif. "Structural Models of Customer Loyalty on Star Hotel in Medan, Indonesia." Jurnal Bisnis dan Manajemen 8, no. 2 (2021): 233–45. http://dx.doi.org/10.26905/jbm.v8i2.5862.
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This study aims to analyze directly and indirectly the service quality and hotel image on consumer satisfaction and customer loyalty. The location of this study is in several star hotels in Medan such as Graha Serela, Santika Premier Dyandra, Polonia, Grand Swiss-Bell, JW Marriot, Garuda Plaza, and Grand Aston City Hall Hotel. Populations in this study are guests who staying at a Starred Hotel in Medan in 2019, while the sample is determined as many as 215 consumers (hotel guests). Data answering techniques used are interviews, questionnaires and documentation studies. The data analysis method used in this study is Structural Equation Modelling (SEM). The results of research show directly, the quality of service provided to Consumer Satisfaction, Service Quality affect on Customer Loyalty, Hotel Image against Consumer Satisfaction, Hotel Image affect Customer Loyalty and Consumer Satisfaction against Customer Loyalty. Directly, the service quality and hotel image of customer loyalty through customer satisfaction.
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OGONU, Gibson Chituru, and Elvis C. IHUNWO. "Quality Service Initiatives and Customer Retention of Four-Star Hotels in Port Harcourt." IIARD International Journal of Economics and Business Management 9, no. 4 (2024): 33–45. http://dx.doi.org/10.56201/ijebm.v9.no4.2023.pg33.45.
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This study examined the requirements of quality service initiatives and customer retention of four-star hotels in Port Harcourt, Nigeria. The study adopted descriptive research design to establish a relationship between quality service initiatives and customer retention. Both primary and secondary methods of data collection were used to obtain relevant data for analysis. The instrument of data collection employed was the questionnaire. The study population comprised of The population of the study consists of four (4) star hotels in Port Harcourt. The study focused attention on officers with job titles such as hotel managers, operations managers, heads of departments, unit heads and duty managers or supervisor as respondents for the study hence a total of fifteen (15) respondents per four-star hotel, giving a total of sixty (60) respondents as sample for this study. The data was analyzed using the Spearman Rank Order Correlation Coefficient statistic through the aid of statistical packages for social science version 23.0. The result of the findings revealed the existence of significant and positive relationship between quality service initiatives and customer retention of four-star hotels in Port Harcourt. The researchers conclude that quality service initiatives affect customer retention of four-star hotels in Port Harcourt and therefore recommended that management of four-star hotels in Port Harcourt should pay attention to quality service initiatives and other factors which may lead to customer retention.
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Spio-Kwofie, Adelaide, Peace Ankor, and Christiana Adu. "An Assessment of Guest Satisfaction of Service Quality in Selected 2-Star Hotels in Takoradi." Asian Research Journal of Arts & Social Sciences 22, no. 4 (2024): 36–52. http://dx.doi.org/10.9734/arjass/2024/v22i4528.
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In today’s economic environment, client expectations are continually increasing and both small and large hotel businesses are required to become more efficient to participate in a competitive global market. In this new reality, quality is critical for success. The main purpose of this study was to assess guest satisfaction with service quality in selected 2-star hotels in Takoradi. The objectives of the study were to find out whether guests are satisfied with services provided in the hotels, ascertain the main dimensions of service quality that lead to guest satisfaction and evaluate measures that can be put in place to help implement quality service in hotels. This study followed a non-experimental research approach and specifically used a descriptive survey. The targeted populations for this study were employees, guests and managers of nine 2-star hotels in Takoradi with a sample size of ninety (90). It consisted of ten (10) respondents from each hotel, thus, four (4) operational staff (one from housekeeping, front office, restaurant and kitchen department), five (5) guests and a manager (1) from each of the selected hotels.
 Convenience and purposive sampling techniques were used for the study to select respondents and questionnaires were used to collect data from respondents. The data obtained was analyzed and presented using descriptive statistics namely frequencies, percentages, and charts with the aid of Microsoft Excel 2021. The study found out that though some aspect of service quality needs a step up, customers are satisfied with the services provided in the hotels. The study concluded that more customers become more satisfied with what they see or touch during the service.
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Putranti, Clara Sapphira, and Agung Budiatmo. "PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUTUSAN MENGINAP (STUDI PADA PELANGGAN STAR HOTEL SEMARANG)." Jurnal Ilmu Administrasi Bisnis 9, no. 1 (2020): 267–74. http://dx.doi.org/10.14710/jiab.2020.26358.
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The service industry sector, such as hospitality, is a fast growing business in Indonesia.These business opportunities lead to competition between hospitality services in providing the best services to attract and retain consumers. One of the hospitality services with a good rating is Star Hotel Semarang. As a company engaged in the service sector, it must prioritize good service to its customers at prices according to what has been provided by Star Hotel Semarang in order to create a purchasing decision.This study aims to determine the effect of service quality and price on decision to stay (studies on consumers Star Hotel Semarang). This type of research is explanatory research. The sampling techniques used are incidental sampling and purposive sampling. The number of samples taken is 100 respondents, who are consumers of Star Hotel Semarang. The research that is used to determine the effect of service quality and price on decision to stay will present statistics with the help of IBM SPSS version 21.0.
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Bhowmik, Debasree, Shahariar Hasan, and Shohel Md Nafi. "Guest Insight Regarding Service Quality in Hotels: An Empirical Study from Bangladesh." Journal of Digital Marketing and Communication 4, no. 1 (2024): 46–61. http://dx.doi.org/10.53623/jdmc.v4i1.454.
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The tourism industry is one of the major service sectors expanding rapidly. Hotels play a prime role in delivering service to guests and creating satisfaction. This study aims to measure the guest insight regarding the service quality of star-ranking hotels in Bangladesh. Thus, a quantitative approach was used to conduct the study, and a well-structured, close-ended questionnaire was developed. This study used a five-point Likert scale for collecting data. Statistical tool SPSS 24 was used for data analysis. The analysis of guest insight towards the service quality of star-ranking hotels in Bangladesh shows a positive picture. Key areas such as service quality, food quality, location, and modern facilities receive high satisfaction scores, indicating the hotel's strengths. Safety and security measures are also well-regarded, although in-room security features need enhancement. Employee behavior shows a favorable view, particularly in complaint resolution, though overall service and interaction could improve. Green environment practices are recognized but have growth opportunities, especially in promoting energy-saving initiatives. This study will help to reshape the hotel services in Bangladesh and give direction for more extensive research to identify the segmentation-based hotel service.
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Majuarsa, I. Wayan, Widji Astuti, and Grahita Chandrarin. "Analisis Kualitas Layanan Dalam Memediasi Pengaruh Harga, Produk, Pemasaran Relasional, Dan Mcsq Terhadap Kepuasan Pelanggan Hotel Bintang Empat Di Kabupaten Badung, Bali." Jurnal Ilmiah Cakrawarti 3, no. 2 (2020): 94–108. http://dx.doi.org/10.47532/jic.v3i2.206.
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Hotel business competition in Badung regency Bali Province is increasing. Efforts to be taken by hotel management is to determine the right offer to stay afloat in the midst of competition and can increase profitability. However, companies will experience a failure if un- supported by both internal company and external parties in this company are the customers who always demand satisfaction for the performance of the hotel company. Customer satisfaction as the level of one’s feelings as a result of the comparison between reality and expectations received from a product or service. This study aims to prove and analyze the influence of price, product, relational marketing and management commitment on service quality and customer satisfaction of four star hotel in Badung regency of Bali province. The population in this study is hotel guest both domestic and international staying in four star hotel in Badung regency of Bali Province and the sample is 154 people. The data analysis technique using Structural Equation Modeling with SPSS 23 and AMOS 18. The result of the discussion can be concluded that the Price is formed by the tariff as expected, the tariff according to benefit and followed by the competitive tariff, the Product is formed by the Core product and followed by additional Product, Relational Marketing is formed by Attracting, Developed, and followed by Retaining and Management Commitment on Quality Services are formed by empowerment and followed by rewards. Price, product, re- lational marketing and management commitment on service quality significantly influence the quality of service of four star hotel in Badung regency of Bali Province. Price, product, relational marketing and management commitment on service quality have an effect on significant to cus- tomer satisfaction of four star hotel in Badung regency of Bali Province. Service quality signif- icantly affects the customer satisfaction of four star hotel in Badung regency of Bali province. Price, product, relational marketing and management commitment on service quality signifi- cantly influence the satisfaction customer of four star hotel in Badung regency of Bali Province with service quality variable as intervening variable.
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HABINEZA, Edson, Edwin Odhuno, and Abuto Benson. "Quality Performance and Delivery of Services in the Four- And Five-Star Hotel Industry in Rwanda." Journal of Hospitality & Tourism Management 5, no. 1 (2022): 14–24. http://dx.doi.org/10.53819/81018102t4033.
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The current attitude towards quality performance, which affects guest satisfaction in the hospitality industry, has important implications for business competitiveness and business development. Not only has the Africa continent been a priority because of its service delivery-based challenges, but population is also determined by culture believed basically in market demand where most of individual intention to purchase goods or services mostly depends on individual judgment related to quality performance (Osotimehin, Hassan & Abass, 2015). Rwanda is a small country, which is developing in different domains including economic, political, and social. Even if the development is increasing in an appreciated trend line, problems still exist in production, selling, and distribution service, more specifically in the hospitality industry. Some of these include poor quality of product or service due to limited capital, poor capabilities due to limited technical skills, and lack of both working experience and appropriate trainings of employees working in the hospitality industry. In addition, in Rwanda the hotel industry fails to be competitive due to poor planning and in some instance, they do not even have sufficient stock of raw materials of production to facilitate the delivery of quality service more efficiently. The product design and implementation are still needed in the Rwanda hotel industry to meet guest satisfaction. Therefore, the researcher intended to assess the performance of quality and delivery of service in the hotel industry in Rwanda. The specific objectives were to establish the relationship between guest expectations and delivery of service in the four- and five-star hotel industry in Rwanda; to establish the relationship between guest satisfaction and responsiveness on delivery of service in the four- and five-star hotel industry in Rwanda; to establish the relationship between product or service and delivery of service in the four- and five-star hotel industry in Rwanda; to establish the relationship between government policies, rules, or regulations, product or service design, and delivery of service in the four- and five-star hotel industry in Rwanda; and to establish the relationship between quality performance and delivery of services in the four- and five-star hotel industry in Rwanda. This research used descriptive research design in nature and involved both quantitative and qualitative approaches. The target population in this research covers guests of Marriott, Serena, and Park Inn by Radisson hotels in Kigali, their management teams, and the hotels’ service providers. In total they were 1410 from whom the sample of 312 were selected as representative. The determination of the sample was normally done by use of formula determined by Yamane (1967). Therefore, a simple random sampling technique was used to select representatives, and data were collected using questionnaires, interview guides, documents, and records. The analysis of data was done through statistical package for social science version 21. The study findings showed that average rating of quality-of-service delivery was 8.991 across a variety of areas including: expectations, satisfaction, responsiveness, and product or service delivery. An increase in unit of expectation led to a decrease in delivery of service by 0.066, a decrease in unit of satisfaction led to a decrease in delivery of service by 0.065, an increase in unit of responsiveness led to a decrease in delivery of service by 0.016 while an increase in unit of product or service led to an increase in delivery of service by 0.227. The recommendation of the study is that four-and five-star hotels should strive to maintain guests’ satisfaction through promotions, price reduction and proper product awareness through all Rwandan markets. Strengthening branding, design of products or services, and establishing proper plans may bring about strong positive associations between the quality of performance and the delivery of service. Keywords: Guest expectations, Guest satisfaction, Government policies, Quality performance, Performance, Delivery, Hospitality industry.
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Yudhyani, Eka. "SERVICE QUALITY MEDIATION EFFECT OF ENTREPRENEURIAL ORIENTATION, AND LEARNING ORIENTATION, ON THE PERFORMANCE OF STARS HOTELS IN EAST KALIMANTAN." Archives of Business Research 8, no. 4 (2020): 105–15. http://dx.doi.org/10.14738/abr.84.8111.
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This study aims to prove and analyze service quality as a mediating variable of the influence of entrepreneurial orientation, and learning orientation on the performance of star hotels in East Kalimantan.
 The results of research and testing using PLS with the SmartPLS v.3 program show (1) Entrepreneurial orientation has no signifikan effect on service quality.(2) Learning orientation has a positive and significant effect on service quality.(3) Entrepreneurial orientation has a positive and significant effect on hotel performance. (4) Learning orientation has no significant effect on hotel performance.(5)Sevice quality has a positive and significant effect on hotel performance
 This study was conducted to test the model of the effect of entrepreneurial orientation, and learning orientation on service quality and hotel performance and the result show that the model developed in this study is acceptable, meaning that the model in this study can be used as a model to improve performance star hotel in East Kalimantan.
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Rauch, Dennis A., Michael Dwain Collins, Robert D. Nale, and Peter B. Barr. "Measuring service quality in mid-scale hotels." International Journal of Contemporary Hospitality Management 27, no. 1 (2015): 87–106. http://dx.doi.org/10.1108/ijchm-06-2013-0254.
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Purpose – The purpose of this study is to identify an appropriate factor structure that may be utilized to effectively measure a hotel’s performance relative to service quality in a mid-scale setting. Customer perceptions of service quality in mid-scale hotels have largely been ignored; the focus of researchers has been the upscale (4-star) and luxury (5-star) segments. Design/methodology/approach – A 27-item questionnaire is utilized to measure service quality with an initial sample size of over 2,500 respondents. Principle component analysis is utilized to determine the factor structure and regression analysis to determine which factors may serve as predictors of a hotel’s ability to meet customers’ expectations and to provide value. Findings – A three-dimensional model emerged from the data, consistent with the theorizing of Rust and Oliver (1994), which includes the service product, service delivery and service environment. The service environment is the strongest predictor of a hotel’s ability to meet guests’ expectations and to provide guests with value within this context, which is inconsistent with findings in upscale and luxury hotels. Research limitations/implications – The generalizability of this research may be challenged, as the study was conducted within the context of an oceanfront resort destination dominated by leisure travelers; however, the study may be replicated in additional settings to determine if a similar bundling of service quality attributes occurs in other mid-scale settings including business hotels, as well as economy hotels. Practical implications – A three-factor model may be more appropriate for assessing service quality in a mid-scale (3-star) environment. In this setting, the service environment and service product may be more important measures of service quality than service delivery. This is an important finding, as many mid-scale and select-service, as well as new mid-scale, lifestyle hotel concepts, attempt to drive profitability by deemphasizing service delivery or by utilizing technology to facilitate service delivery. These findings may also assist operators of mid-scale hotels in improving guests’ perceptions of quality, which has been found to increase perceived value and may positively influence purchase or revisit intentions (Kashyap and Bojanic, 2000). Originality/value – Service quality research has been conducted, almost exclusively, in first-class (4-star) and luxury (5-star) hotels, while the majority of hotels do not fall into these categories. Although guest expectations relative to service quality may be lower in more moderately priced, mid-scale hotels, service quality remains a critical variable that influences a guest’s decision to return or recommend a hotel to others. Many travelers now utilize online reviews to minimize purchase risk by seeking information relative to service quality when selecting a hotel. Consequently, it is more important than ever that service quality is understood in hotels at all service levels. The present research contributes to filling this gap in the literature.
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Rezeki, Syailendra Reza Irwansyah, Donny Dharmawan, Sri Endah Yuwantiningrum, Uli Wildan Nuryanto, and Revi Sesario. "Analysis of Consumer Satisfaction at a Five-Star Hotel." April-May 2024, no. 43 (April 11, 2024): 1–7. http://dx.doi.org/10.55529/jsrth.43.1.7.
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The development of the number of hotels in Medan City is also very rapid and this has led to very tight hotel competition in Medan City. Hotels are often found in urban areas. Especially in places near airports, terminals, large stations, and busy centers in cities, where such places are often used as traffic by people who are on a trip, traveling, and those who don't. have relationships at the destination. Hotel classification can be differentiated based on building quality, facilities, and service quality. The purpose of this research is to analyze consumer satisfaction at a Five-Star Hotel. This type of research is associative. Population in this study are consumers who have used the services of a Five-Star Hotel. The sample in this study used the slovin method. The formula used in the slovin method, so the total sample is 100. Testing this hypothesis uses the partial (t) test. The research results show that responsiveness has a positive and significant effect on consumer satisfaction at a Five-Star Hotel. Empathy has a positive and significant effect on consumer satisfaction at a Five-Star Hotel.
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AL-Hazmi, Dr\Nabil. "Impact of Service Specifications and Personal and Social Factors of Customer on Loyalty to the Brand of hotels services: A Field Study on Users of Hotel Services in Five Start Hotels in Riyadh City." مجلة جامعة السعيد للعلوم الانسانية و التطبيقية 1, no. 2 (2018): 14. http://dx.doi.org/10.59325/sjhas.v1i2.41.
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This study aimed to know the impact of service specifications and personal as well as social factors of customer on loyalty to the trade mark for the customers of hotel services in “Five Star Hotels” located in Riyadh City as 1100 questionnaire were distributed to the study sample. The study concluded several results, the most important of which is: there is correlation between personal and social factors of customers of hotel services in “Five Star Hotels” in Riyadh City. The study presented a number of recommendations related to the quality Marketing Mix and the kind of information which offer to the customers through their promotional campaign and what they are providing actually and that is in order to make sure the level of quality of hotel service on one hand and customer’s satisfaction from the hotel product on the other hand. Thus, the mental image about the Saudi tourism product will be improved which will help to achieve maximum degree of tourism attraction and tourism development – in the sense of activating the monitoring systems.
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Tuan Ismail, Tuan Ahmad, Rosmaliza Muhammad, Norhayati Muhammad Yusoff, and Mohd Shazali Md Shariff. "Hotel Brand and Food Quality in Malaysia." Asian Journal of Quality of Life 3, no. 10 (2018): 51. http://dx.doi.org/10.21834/ajqol.v3i10.98.
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This study is to investigate the relationship between hotel brand and food quality using the Brand Identity Prism (BIP) model in the context of food service industry that has never been directly tested before. The attributes (physical, relationship and reflection) of BIP in food service industry which focusing on the food quality served at hotel restaurants are validated. A quantitative approach using questionnaire survey was conducted with a total of 129 hotel restaurants guests from four of five star rated hotels in Kuala Lumpur, Malaysia. The result indicated that there was a significant relationship between hotel brand identity and food quality. Keywords: Hotel Brand Attributes; Food Quality; Brand Identity Prism Model; Hotel Restaurants
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Mardhotillah, Rachma Rizqina, Denis Fidita Karya, and Laila Alfi Sahrin. "Service quality analysis as sustainable marketing strategy at Hotel X in Surabaya." Bali Medical Journal 12, no. 3 (2023): 3294–97. http://dx.doi.org/10.15562/bmj.v12i3.4469.
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Introduction: Hotel X in Surabaya is one of the hotels located in the city center. Over time, many competitors have star equivalent to hotel x. The services provided by hotel x are felt to be decreasing as evidenced by the many negative reviews obtained by Hotel X. This study analyzes the quality of service on customer satisfaction at Hotel X Surabaya. Methods: The method used to identify and prioritize customer satisfaction is the SERVQUAL (Service Quality) method using five dimensions, namely tangible, reliability, responsiveness, assurance, and empathy. The analytical method used is descriptive analysis and Importance Performance Analysis (IPA) which uses a Cartesian diagram to determine the ranking of importance and performance. The number of samples is 100 people using the Slovin formula, sampling by simple random sampling method. Results: The results showed that most of the hotel customers were satisfied with the service performance provided by Hotel X Surabaya. With the IPA method, there are no attributes that must be improved by Hotel X Surabaya. Then there are 8 attributes whose service quality is following what consumers expect, there are 9 attributes that do not have any influence on consumers, and there are 3 service quality attributes that exist or not. Conclusion: Consumers are satisfied with the services provided by Hotel X Surabaya.
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Mohd Shahril, Aslinda, and Yuhanis Abdul Aziz. "CUSTOMER COMPLAINTS AND THE EFFECTIVENESS OF SERVICE GUARANTEES IN THE HOTEL INDUSTRY." Tourism and hospitality management 28, no. 2 (2022): 397–418. http://dx.doi.org/10.20867/thm.28.2.9.
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Purpose – This study examines the relationship between service guarantee and service quality in four and five star hotels in Malaysia. It also examines the role of empowerment as a mediating variable between service quality and service guarantee, and between service guarantee and service recovery. Finally, this study examines the effectiveness of service recovery on customer satisfaction after unpleasant service experiences with the hotel. Design – The paper presents an exploratory analysis to examine the implementation of service guarantees in Malaysian hotels and the effect of empowerment on service guarantees and service quality from the customers' perspective. Methodology – This study focuses on the four and five star hotels in Malaysia. A survey through questionnaires distributed to the respondents who stayed at the hotel. To examine the relationship, the analysis is done using SPSS and AMOS for empirical analysis. Findings – The study found a significant relationship between service guarantee and service quality; service guarantee and empowerment and confirmed that empowerment mediates the relationship between service guarantee and service recovery. Originality of the research – The study is novel in its application of signalling theory to the study of service guarantee and service quality from the customer's perspective and with employee empowerment in the Malaysian hotel scenario.
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Dakael, Jupiter Dakael, and Fransiska N. Ralahallo. "ANALISIS KENDALA-KENDALA POTENSIAL DALAM PENERAPAN TOTAL QUALITY SERVICE PADA HOTEL-HOTEL DI KOTA AMBON." Manis: Jurnal Manajemen dan Bisnis 1, no. 1 (2017): 9–18. http://dx.doi.org/10.30598/manis.1.1.9-18.
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The success of the competent hospitality is very dependent on how the hotelcan provide satisfaction to customers through the creation of quality services.Many companies have gained success because of applying the principles ofquality management. Total Quality Services (TQS) the principles of qualitymanagement services that can be used as strategic tools for the hospitality in orderto improve the quality of services. TQS application in order to obtain success,hospitality should be able to identify the constraints that exist.This study aimed to determine the potential constraints in theimplementation of TQS in hospitality. The study also examined potentialdifferences in the application of the constraints TQS between star hotels inAmbon. The instrument used in this study is a research instrument used inprevious research by Ngai and Cheng. Respondents are managers and supervisorswithin the scope of hospitality in Ambon.From the research results can be seen that out of the 17 indicators used inthis study there are four indicators expressed not as a potential obstacle to theapplication of TQS hotels in the city of Ambon. For an indicator to-1 that is aboutcultural change (variable labor and culture), the indicator for-5 on the knowledgeand understanding of the quality management system, the indicator for-7 ontraining and education quality, and indicators for-9 on the development of qualitymeasurement, The third indicator is part of the variable infrastructure factors.There are differences in potential constraints faced by each hotel in the city ofAmbon. In the first five-star hotel there are 15 potential obstacle is encountered,the 2-star hotel are 5 known obstacles, this 3-star hotel is only one obstacle courseand for the 4 and 5 star hotels do not have a potential obstacle to implementingTQS.
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Rinayanthi, Ni Made. "Impact of Hotel Reservation Site Reviews on The Decision to Visit Andaz Bali." Jurnal Manajemen Pelayanan Hotel 7, no. 2 (2023): 972. http://dx.doi.org/10.37484/jmph.070218.
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5-star hotels are the choice of tourists to stay because of the luxury and completeness of facilities and the quality of service is very satisfying. Andaz Bali is one of the largest and most luxurious 5-star hotels in the Sanur area. This study aims to compare guest reviews against the quality of service and facilities of Andaz Bali hotels. The study was conducted from February 2023 to July 2023. This type of research is comparative research. The data analysis technique used in this study is the Kruskal-Wallis Test to compare reviews (Y) against service quality (X1) and facilities (X2). If the results of the Kruskal-Wallis Test show a significant difference, then proceed with the Mann-Whitney Test. The sample in the study amounted to 60 online reviews taken from 3 (three) online travel agents, namely Agoda, Booking.com, and Traveloka. Sampling using non-probability sampling with purposive sampling techniques. Hypothesis testing using SPSS (Statistica Program and Service Solution) version 25.00 for windows. The results of this study showed that there was no significant difference (P > 0.05) from reviews on hotel reservation sites on the quality of service (X1) and facilities (X2). Guest reviews of the service quality are excellent. This can be seen from the many comments that state the hotel staff is very friendly and professional. Many guests found it very helpful during their stay at Andaz Bali. On the contrary, the guest's perception of the facility is bad. The cause is the lack of maintenance of buildings and facilities in the hotel area. In addition, cleanliness in the public areas around the hotel is not well maintained, especially in the beach area.
 Keywords: Reviews, Service Quality, Facilities, Visiting Decisions
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Rinu, Fatema. "Evaluating customer perceptions of service quality in bangladesh's hotel sector: An empirical investigation." i-manager's Journal on Economics & Commerce 4, no. 3 (2024): 12. https://doi.org/10.26634/jecom.4.3.21213.
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Bangladesh's economy is dependent on the service sector, especially the hotel industry. In order to better understand customer satisfaction and boost business performance, hotel industry service quality must be measured. Given this significance, this study's objective is to measure the service quality of the hotel sector and customer satisfaction. This study used random sampling in the case of choosing tourist destination hotel customers. Customers of Bangladesh's one- to five-star hotels provided data for the study, which uses a quantitative methodology. This study used the SERVQUAL model, which has five dimensions: tangibility, reliability, assurance, responsiveness, and empathy. By reviewing various literature, it also added four more dimensions: prices, location, access, and service recovery. Reliability tests of items, frequency analysis, and a gap analysis between perceptions and expectations were carried out based on a questionnaire survey of 400 hotel patrons. This study's findings show that sample hotels' overall service quality is rated at -1.09. In every SERVQUAL dimension, visitors' perceptions of the quality of the services received fell short of their expectations. The expectations of the guests have not been met by the hotels in the sample. According to this study's findings, the management of a few chosen hotels should be aware of what visitors expect from them, standardize pertinent services in line with those expectations, establish appropriate guidelines, and provide the necessary resources to help them close the gaps between perception and expectation and improve customer satisfaction.
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Choi, Kyuwan, and Jinkwon Kim. "Measuring Hotel Service Productivity Using Two-Stage Network DEA." Sustainability 16, no. 20 (2024): 8995. http://dx.doi.org/10.3390/su16208995.
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For the sustainable development of the service industry, the industry’s resources must be allocated efficiently so that productivity can be steadily improved. Accurate measurement of productivity is very important for the sustainable growth of the industry because it can be used as basic information for optimizing resource allocation, but in the service industry, it is difficult to accurately reflect consumer feedback due to simultaneity of service. This study aims to overcome these limitations and present a new service productivity measurement model. To this end, we set service quality as an intermediate and used two-stage network DEA, which can better reveal the impact of service quality in productivity than existing DEA models. The subjects of the study were 57 hotels, and they were analyzed according to service level. The analysis revealed that 2- and 3-star hotels with relatively low service levels were efficiently using the given resources to create service quality but were unable to effectively generate sales due to low unit prices. However, 4- and 5-star hotels with relatively high service levels received low service quality evaluations compared to the given resources and effectively generated sales through high per-guest prices. This study has academic significance in that it empirically demonstrated that including service quality as an intermediate is a more effective method for measuring productivity in the hotel industry. In addition, this study suggests practical implications in that high-star hotels need to allocate appropriate resources to improve service quality, and low-star hotels need an appropriate price strategy that is in line with service quality.
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Ojeyemi, S., and O. Egbuta. "Employee Retention Strategies and Service Quality of Selected Five-Star Hotels in Lagos State, Nigeria." International Journal of Operational Research in Management, Social Sciences & Education 10, no. 1 (2024): 1–23. http://dx.doi.org/10.48028/iiprds/ijormsse.v10.i1.01.
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Service quality in the hotel industry involves all facets of a guest's stay, from staff interactions to the smooth running of operations, leading to their overall satisfaction. The committed efforts of hotel employees towards delivering excellent service not only improve guest experiences but also have positive economic effects, fostering hospitality growth, job creation, and destination development. Despite this, research suggests a decline in service quality within the industry. Implementing employee retention tactics, including career advancement, working conditions, support from the organization, and compensation, is presumed to address this issue of poor service quality. Hence, this study examined the effect of employee retention strategies on service quality in selected ve-star hotels in Lagos, Nigeria. This study adopted survey research design. The population comprised of 2,548 employees of ve selected ve-star hotels in Lagos, Nigeria. The sample size of 434 was determined using Cochran's formula. Simple random sampling techniques was adopted in selecting respondents. A structured, adapted and validated questionnaire was administered. Cronbach's alpha reliability coefcients for the constructs ranged from 0.797 to 0.952. The response rate was 87.6%. Data were analysed using descriptive and inferential (Multiple regression) statistics at 5% condence level. Findings revealed that employee retention strategies have statistically signicant effect on the service quality of 2 the selected ve-star hotels in Lagos, Nigeria (Adj.R = 0.180; F (4,375) = 21.828, p < 0.05). This study concluded that employee retention strategies improved the service quality of the selected ve-star hotels in Lagos, Nigeria. The study recommended that the ve-star hotels management should enhance their employee retention strategies to boost their overall service quality
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Rihayana, I. Gede, Putu Pradiva Putra Salain, and Putu Agus Eka Rismawan. "Internal Marketing as a Basic in Building Job Satisfaction and Service Quality in Non-Star Hotel in Denpasar." International Journal of Applied Business and International Management 6, no. 2 (2021): 13–24. http://dx.doi.org/10.32535/ijabim.v6i2.1146.
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This study aims to analyze the phenomenon of competition in the field of providing hotel lodging services, where the growing development of tourism causes the growth rate of tourism accommodation such as hotels to also increase. This causes non-star hotels as one of the providers of hospitality services to also improve to face this competition by changing the system they have in order to still have an advantage over their competitors. In this study using respondents as many as 91 people with quantitative analysis and testing the research path test was carried out using the Partial Least Square (Smart PLS) 2.0 analysis tool. Based on the results of the research analysis, it was found that internal marketing had a significant positive effect on job satisfaction, job satisfaction had an insignificant positive effect on service quality, and internal marketing had a significant positive effect on service quality. The implementation of this research is to maintain and improve internal marketing by rewarding work performance, to increase job satisfaction by listening more to the suggestions given by employees, and to maintain and improve service quality by always giving personal/special attention to guests who stay and understand the special needs of staying guests. In addition, the results of this study also create a gap for further research, where the relationship between internal marketing and service quality has no significant positive effect.
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Rakhmat Kabul, Eka, Marhalinda Marhalinda, Herminda Herminda, Nurina Nurina, and Harry Ganda Wijaya. "Integrated Approach of QFD Matrix, Servqual and Kano Models For Human Resources Analysis in Non Star Hotel Service Quality." Return : Study of Management, Economic and Bussines 2, no. 5 (2023): 472–82. http://dx.doi.org/10.57096/return.v2i05.103.
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The hotel industry, especially non-star hotels, is experiencing the development of very tight competition where consumers prioritize service quality in addition to very low prices, which demands the readiness of their human resources. Identify and analyze matters that need to be considered by lodging managers regarding consumer perceptions of the quality of lodging services for service improvement and increasing the readiness of its human resources. This research uses an integrated approach from the QFD Matrix, Servqual and the Kano Model to find out what things (WHATs) are the main problems of consumer complaints and how (HOWs) overcome these consumer complain its focusing on the human resource aspect. There were 16 service attributes from the results of interviews with consumers and brainstorming with inn managers which were then analyzed using the Servqual and Kano Model, it turned out that 10 service attributes did not meet the level of customer expectations and became the WHATs submatrix in QFD. The largest Level of Interest and Percentage of Interest in the HOW sub-matrix (above 10%) is on human resource issues so that service quality improvements are focused on these matters. The research is limited to the case of one of the cheap lodgings as well as limitations on interviews with respondents and hotel managers who are determined randomly. Analysis of service quality was carried out on all service attributes from the results of interviews, but the discussion was only discussed on service attributes that had the highest interest percentage above 10% in the aspect of human resources. Research on human resource aspects of service quality in the hospitality industry by integrating the QFD Matrix, Servqual and Kano Models.
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Ni, Jiaze. "The Hotel Industry in China: Overview, Observations, and Future Prospects of 5-Star properties within the Chinese hotel industry." Highlights in Business, Economics and Management 41 (October 15, 2024): 579–83. http://dx.doi.org/10.54097/8n1z8k86.
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This paper examines the evolution of 5-star hotels in China, focusing on the shifting trends in design, services, and customer preferences. The study explores the impact of cultural and generational changes on luxury hotel standards, alongside the effects of the COVID-19 pandemic on hotel operations and recovery. Using industry data, personal observations, and an analysis of market trends, this research critically discusses the challenges faced by 5-star properties in maintaining uniqueness and high-quality service. The purpose of this study is to assess the status quo of luxury hotels and propose strategies for sustaining innovation and excellence in a rapidly changing hospitality landscape.
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Suhaeni, Tintin, and Adila Sosianika. "Sustainability in Accommodation Service Industry: The Role of Quality and Value." MATEC Web of Conferences 218 (2018): 04007. http://dx.doi.org/10.1051/matecconf/201821804007.
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Hotel industry as a provider of tourist accommodation is an essential pillar of the tourism industry. This study is designed to identify how non-star budget accommodation industry sustain its business, through providing service that enables to satisfy and make loyal their customers. Referring to the existing literature, three predictors included in the model of developing guest loyalty, i.e. service quality, service value, and customer satisfaction. Data were collected from 298 domestic tourists in five tourism destinations in West Java; there are Cianjur, Cirebon, Bandung, Sukabumi, and Ciamis. The findings indicate that tourists tend not loyal to budget accommodation because of the service quality that they received does not meet their expectations. Similarly, tourists’ perception on the perceived value and level of satisfaction are not as customer expected. In terms of how domestic tourist develop loyalty, the result confirms that service quality and perceived value are important determinants of tourist satisfaction and loyalty. Thus, it is suggested that creating a high service quality and value are imperative for the non-star hotel industry to develop its sustainable business.
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Martin-Fuentes, Eva, Carles Mateu, and César Fernández. "Are users’ ratings on Tripadvisor similar to hotel categories in Europe?" Cuadernos de Turismo, no. 42 (December 10, 2018): 305–16. http://dx.doi.org/10.6018/turismo.42.13.
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European countries do not have the same hotel classification system. Therefore, the criteria and requirements used to assign star ratings to hotels do not concur among the different countries. There have been some criticisms about the way hotel stars are assigned, because the requirements do not necessarily match the quality of service offered. Technical criteria such as infrastructure and room dimensions are taken into account, but users do not perceive them although these have nothing to do with the satisfaction. This study aims to determine whether the hotel category of about 80,000 hotels in 9 different European countries on TripAdvisor is related to customer satisfaction, measured from the point of view of the user ratings on this site. The one-way ANOVA test shows that there are significant differences between the average ratings of the hotel category, except in the classification of 1-star and 2-star hotels from most countries analysed that behave similarly, and 1-star and 3-star hotels from Austria, Greece, Portugal, Spain and UK that are ranked similarly.
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Wahyudi, Agung Deni, Sumanto Sumanto, Setiawansyah Setiawansyah, and Aditia Yudhistira. "Sistem Pendukung Keputusan Rekomendasi Hotel Bintang Tiga Menggunakan Kombinasi Entropy dan Combine Compromise Solution." Bulletin of Artificial Intelligence 3, no. 1 (2024): 16–25. http://dx.doi.org/10.62866/buai.v3i1.142.
Full textAbstract:
Three Star Hotels are lodging places that offer the perfect balance between comfort, adequate facilities, and affordable prices. With a friendly atmosphere and professional service, the hotel welcomes guests from various backgrounds warmly. One of the problems in choosing a Three Star Hotel is confusion due to variations in quality and facilities among hotels that have similar ratings. Although they share the same categories, the standards and services offered can vary greatly. This can make potential guests find it difficult to choose the right hotel that suits their preferences and needs. In addition, some hotels may not meet guest expectations due to issues such as poor cleanliness or facilities that do not function properly, which can generate dissatisfaction. The combination of Entropy weighting and the Combine Compromise Solution method can be a powerful approach in providing three-star hotel recommendations to potential guests. By combining these two methods, it can produce more informed and objective three-star hotel recommendations. Entropy weighting helps in assessing the relative importance of each criterion, while the Combine Compromise Solution allows us to reach a compromise solution that blends different preferences and criteria. The result is recommendations that are more accurate and tailored to potential guests' needs and preferences. The recommendation results showed that AN Hotel with a value of 1,782 got 1st place, AL Hotel with 1.271 got 2nd place, and YN Hotel with 1,145 got 3rd rank.
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Mohd Taib, Nursyuhada, Mira Susanti Amirrudin, and Nooraslinda Abdul Aris. "Hotel Quality Ratings and Financially Sustainable Performance in Malaysia." International Journal of Research and Innovation in Social Science VIII, no. X (2024): 2819–34. http://dx.doi.org/10.47772/ijriss.2024.8100237.
Full textAbstract:
Background and Purpose: The hotel industry is essential in the wider tourism sector by providing various services. This study investigates the relationship between specific quality ratings and financial sustainable performance among hotels in Malaysia, focusing on Return on Assets (ROA) and Liquidity. The non-financial hotel quality evaluations studied include customer evaluations of hotel cleanliness, location, value for money, sleep quality, hotel service, and room quality. Methodology: A total of 56 hotels registered with the Malaysian Hotel Association (MAH) were selected based on the annual report from 2020 to 2022. Secondary data was obtained through hotel websites and Datastream, while non-financial performance-related information was obtained from TripAdvisor. Findings: This study shows that hotel quality ratings based on customer evaluation of hotel services, sleep quality, and location are the main factors influencing the sustainable financial performance of Malaysian hotels. Customer satisfaction is the key determinant of hotel success; focusing on quality service and competitive pricing is essential. Hotels must invest in technology, provide a pleasant atmosphere, and encourage customer feedback. Regular performance evaluations and strategy adjustments are needed to maintain sustainable performance. Contributions: The findings have significant implications for the hotel and tourism industry, offering valuable insights that can guide strategic marketing and operational planning initiatives to enhance overall performance. Hotels and tourism operators should leverage this information to develop tailored strategies to capitalize on current trends. These findings can shape the development of marketing campaigns aimed at effectively reaching and engaging customers.
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Dr., Seema Zagade, and Tyagi Honey. "Impact of Outsourced Housekeeping Services on Guest Satisfaction with Respect to Star Hotels." International Journal of Trend in Scientific Research and Development 2, no. 1 (2017): 1076–80. https://doi.org/10.31142/ijtsrd7187.
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The main goal of Hotel industry business is to meet guests' needs while achieving profit targets. The Guest satisfaction is the very important factor for the Hotel industry. It enhances Hotels' reputation, increases room sales as satisfied guests are more frequent visitor and increases profitability. Major Star Hotels Outsource Housekeeping services to sustain cost effectiveness, saves time, improves service quality and improves efficiency of department. This study focuses on the impact of outsourced Housekeeping services on guest satisfaction keeping in view the Hotels which are outsourcing Housekeeping services. This study considered the few attributes of Housekeeping staff and Cleanliness of outsourced areas impact on Guest Satisfaction. The data was collected from Guests who stayed in Star category Hotels of Pune. Dr. Seema Zagade | Honey Tyagi "Impact of Outsourced Housekeeping Services on Guest Satisfaction with Respect to Star Hotels" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-1 , December 2017, URL: https://www.ijtsrd.com/papers/ijtsrd7187.pdf
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Fransisca, Angeline, Ria Thalia, Fitri Abdillah, and Felix Oktarianto. "Studi Tingkat Loyalitas Konsumen Hotel XX di Jakarta Barat." Abiwara : Jurnal Vokasi Administrasi Bisnis 5, no. 2 (2024): 107–16. http://dx.doi.org/10.31334/abiwara.v5i2.3995.
Full textAbstract:
Hotel XX Jakarta is four-star hotels offering a variety of luxuries and conveniences for guests. Problems that occur in hotels that are the number of hotels that have been built that causes guests have many options to stay. That's where we want to examine the level of customer loyalty Hotel XX Jakarta. Due to the many hotels that become rivals, how Hotel XX Jakarta can still stand up to this time. In this research, we distributed questionnaires online. The results we get from the responses of consumers in the questionnaire, states that the services provided is good enough. The implication of this high service quality is that the respondent's loyalty is also high. In order to maintain this performance, more varied services are needed.
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Musembi, Nancy Kaseki, Louise Ngugi, and Methuselah Bichage. "Service tangibility on repeat visits in two-five star rated hotels in Nairobi County." International Journal of Research in Business and Social Science (2147- 4478) 9, no. 5 (2020): 333–40. http://dx.doi.org/10.20525/ijrbs.v9i5.881.
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This study evaluated the influence of service tangibility on repeat visits in two-five star rated Hotels in Nairobi County. The significance of service quality cannot be overemphasized it is generally accepted that the interplay of service quality, customer satisfaction, and repeat visitation represents an attractive, cost-effective approach to gain a competitive advantage for most companies though the hotel industry is a very important sector in Kenya as it has many contributions to the economy. The tourism industry in Kenya is currently facing slow progress and the hotels are losing a lot of revenue due to poor services. The main objective of the study was to determine the influence of service tangibility on repeat visits in two-five star-rated hotels in Nairobi County. The specific objectives were to examine Quality and Cleanliness, the influence of Good Menu, and the impact of Comfortable Beds on repeat visits in two-five star-rated hotels in Nairobi. Mixed methods research design was applied based on a cross-sectional survey. The target population comprised of customers in 2-5 star rated hotels in Nairobi County. A questionnaire was used to collect primary data and the researcher conducted a pre-test of the research instruments to establish their validity. The study showed that there is a positive effect of quality attributes on customer satisfaction and customers’ repeat visits to hotels. The study concluded that majorly, the individual service quality attributes and the level of customer satisfaction influence repeat visits in star-rated hotels in Nairobi County
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SofiantiSofianti. "PENGARUH PRODUK, PELAYANAN, HARGA DAN LOKASI." Ocean Engineering : Jurnal Ilmu Teknik dan Teknologi Maritim 1, no. 3 (2022): 1–9. http://dx.doi.org/10.58192/ocean.v1i3.110.
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Hotel is one of commercial accommodation, it’s provide services rooms, foods and beverages for need customers. The competitors is one of hotel owner can be see any other plus facilities to provide customer. The hotel wants to give added value is difference product and service to customer. It’s to do owner hotel because reality that customer not satisfaction product and service, than customer look for other hotel to be customer satisfaction. JW Marriott hotel Surabaya is one five star hotel to give product and quality service excellence to customer. The price is to give JW Marriot hotel Surabaya suitable product and service customer
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Sirna, I. Ketut. "Mapping the Embarkation Haji dormitory model equivalent to a star rating hotel to empower local communities and improve the national economy." Edelweiss Applied Science and Technology 8, no. 6 (2024): 870–85. http://dx.doi.org/10.55214/25768484.v8i6.2176.
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The aim of this research is to map a model for utilizing Hajj dormitories in terms of products, services, management and relevant policies, towards utilizing Hajj dormitories equivalent to star hotels through Hajj dormitory accommodation services to empower local communities and improve the national economy. Specific objective: To realize the management of Hajj dormitories equivalent to star hotels in Indonesia. Research stages: in 2024 research will be carried out on the Medan Hajj embarkation dormitory. Method: This research was carried out descriptively, qualitatively, quantitatively, with a star hotel study approach, as well as community base tourism, as a model for using Hajj dormitories on a par with star hotels. The data was analyzed using the theory of hotel and tourism quality standards, and relevant theories according to the data found at the research site. The research results show a significant value, and equivalently the star hotel rating according to the Ministry of Tourism and Creative Economy no. 53/2013 shows the results, namely: 1). Product with a score of 429, out of 118 elements assessed, 2). Service with a score of 83 out of 31 elements assessed. , 3). Management with a score of 79 out of 20 elements assessed. Fulfillment just needs to improve 9 elements of the standard target score of 600 according to the business requirements for star hotel ratings. The suggestions are: fulfillment of the annual budget needs to be increased to improve product standards, services, training, competency tests, and direct employee involvement, as well as local community empowerment needs to be maximized.