The Impact of Service Quality on Customer Satisfaction at 5-Star Hotels in Central Jakarta
Journal Title: Journal of Economics, Finance and Management Studies - Year 2024, Vol 7, Issue 01
Abstract
The challenges faced by the hospitality industry differ from those encountered by organizations producing tangible products, primarily due to the distinct nature of services compared to products. In the service industry, the risk of failure is higher than in product sales, and service quality has emerged as a critical factor in the pursuit of sustainable competitive advantage. Ensuring customer satisfaction and retention is recognized as pivotal within the hospitality sector, where meeting evolving consumer demands is an ongoing challenge. In the hospitality industry, consumers not only participate in the consumption process but often come with predetermined service and quality expectations. Today's hospitality industry customers are more discerning, and exhibit higher expectations. The primary objective of this study is to elucidate the impact of service quality on customer satisfaction, specifically within the context of hotels, we conduct a comprehensive analysis of the data to identify which service quality dimensions have the greatest and least impact, as well as to understand the nature of their influence. This research uses a quantitative method for analysis, with a non-probability sampling approach to collect and gather data from 190 participants. This research findings reveal a positive correlation between five service quality dimensions (empathy, reliability, responsiveness, assurance, and tangibility) and customer satisfaction. The analysis of respondent feedback reveals that the service quality dimension in 5-Star Hotels in Central Jakarta exerting the most significant impact on customer satisfaction is empathy. Data collection in this research utilized a Likert scale questionnaire, and analysis was conducted using SmartPLS 4.0.
Authors and Affiliations
Theodosia C. Nathalia, Kezhia Elizabeth Soegandi, Shannonlie
Keywords
Related Articles
- EP ID EP730239
- DOI 10.47191/jefms/v7-i1-63
- Views 62
- Downloads 1
Interaction between the Financial Market and Economic Policies: An Approach Based on the Crisis Caused by the COVID-19 in Brazil
The COVID-19 has social and economic impacts, especially in emerging countries like Brazil. The Brazilian’s context was different from the rest of the world, because while the other countries have to manage social and e...
Effect of Economic Growth, Industrialization, Population Growth, and Renewable Energy on CO2 Emissions in the Long and Short Term in ASEAN 5
This study aims to see the dynamic pattern of the relationship between CO2 emissions and economic growth, industrialization, population growth, and renewable energy in the long and short term in ASEAN 5 countries, namely...
The Influence of Economic Freedom, Macroeconomic Variables, and the Covid-19 Pandemic on Economic Growth
The aim of APEC cooperation is to promote sustainable and inclusive economic growth, as well as enhance cooperation and economic integration among its members. This study aims to analyze the influence of economic freedom...
Impact of Board Size, Media Exposure & Green Investment on Post- COVID-19 Carbon Emission Disclosure in Indonesia
This study examines carbon emission disclosure in Indonesian companies that publish annual reports and sustainability reports and are listed on the Indonesia Stock Exchange (BEI) for the period 2021-2022. The research da...
Effect of Earning Per Share, Debt to Equity Ratio and Cash Ratio to the Dividend Payout Ratio
Investors in investing certainly expect benefits in the form of dividends. To find out how much the amount of dividends that can be distributed to investors, the company must know percentage of the dividend payout ratio....