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Journal articles on the topic 'Quality service of non-star hotel'

Author: Grafiati

Published: 4 June 2025

Last updated: 1 August 2025

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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 Struc

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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

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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 attr

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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 s

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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 ratin

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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 descript

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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 empir

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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 Ku

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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. P

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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,

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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 th

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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 s

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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 custom

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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 profil

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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

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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

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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 provide

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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 tota

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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 mainten

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Spio-Kwofie, Adelaide, Janet Deh, and Hannah Amoah. "The Influence of Waiting Staff on Customer Retention in Two-Star Hotels in Takoradi Metropolis." Eximia 14, no. 1 (2025): 300–315. https://doi.org/10.47577/eximia.v14i1.555.

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The study's primary objective was to examine the impact of waitstaff on customer retention in two-star hotels in the Takoradi Metropolis. The study’s goals were to identify the role of the hotel waiting staff in service delivery, to determine the factors affecting customer retention, and to examine measures employed to promote customer retention in two-star hotels in Takoradi. A survey research design was employed for the study. The study population was five (5) waiting staff from twelve (12) two-star hotels in Takoradi, which was made up of sixty (60) respondents. A random sampling technique

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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

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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 jo

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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

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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 (

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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 Ba

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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 a

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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 d

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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 hote

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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

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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.

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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 off

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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 re

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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 descrip

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Talukder, Mohammad Badruddoza, Dil Afrin Swarna, and Sanjeev Kumar. "Impact of Food Service Quality on Guest Satisfaction in Five-Star Hotels: an Exploratory Study." Sport i Turystyka. Środkowoeuropejskie Czasopismo Naukowe 8, no. 2 (2025): 137–61. https://doi.org/10.16926/sit.2025.02.08.

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We have conducted an exploratory study and looked at the relationship between food service quality and guest satisfaction to determine the DINESERV tools of food service quality that contribute to guest satisfaction in the hotel industry. This research applies qualitative methods and comprises a focus group of eight people and in-depth interviews of 32 restaurant guests from 11 hotels in Bangladesh. This study aims to shed light on DINESERV tools in the hotel industry and contribute to future research initiatives while examining the relationship between food service quality and guest satisfact

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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

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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 theimplement

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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

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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, wh

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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

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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 organi

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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

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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 o

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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 pro

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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 Ciami

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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

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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.

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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

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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.

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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 annu

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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 outso

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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.

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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 t

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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

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