The Impact of Service Quality, Facilities, and Room Cleanliness Toward Customer Satisfaction in Banyan Tree Resort Bintan
DOI:
https://doi.org/10.59890/ijebma.v3i1.226Keywords:
Customer Satisfaction, Service Quality, FacilitiesAbstract
This study examines the critical determinants of customer satisfaction in the context of Banyan Tree Resort Bintan, a luxury resort destination. Drawing on a mixed-method approach combining quantitative surveys and qualitative interviews with guests, our research sheds light on the pivotal role of service quality, facilities, and room cleanliness in shaping overall guest satisfaction. Preliminary findings underscore that superior service quality, encompassing attributes such as responsiveness, reliability, assurance, empathy, and tangible aspects, significantly influences guest satisfaction levels. Furthermore, the quality and diversity of resort facilities, coupled with the cleanliness of guest rooms, emerged as key factors closely linked to guest contentment. These insights provide valuable guidance for resort management in their pursuit of enhancing guest experiences and fostering customer loyalty, ultimately reinforcing the resort's position in the competitive hospitality industry
References
Alaine T. (2023, June 2). What is the Hotel Industry? (with pictures). WiseTour. Retrieved July 18, 2023, from https://www.wisetour.com/what-is-the-hotel-industry.htm
Aghamirian, B., Dorr, B., & Aghamirian, B. (2015). Customer knowledge management application in gaining organization’s competitive advantage in electronic commerce. Journal of Theoretical and Applied Electronic Commerce Research, 10(1), 63–78. doi:10.4067/S0718-18762015000100006
Banyan Tree Group. (2023). Banyan Tree Our Brand Story. Banyan Tree. Retrieved July 20, 2023, from https://www.banyantree.com/our-brand-story
Cuemath. (n.d.). Expert Maths Tutoring in the UK - Boost Your Scores with Cuemath. Cuemath. Retrieved July 20, 2023, from https://www.cuemath.com/data/hypothesis-testing/
Duy, V. N. K. (2021, March 23). Service Quality And Its Impact On Customer Satisfaction. file:///C:/Users/User/Downloads/Dissertation-TravisVUNguyenKhanhDuy.pdf
Fah, L. K., & Kandasamy, S. (2011). AN INVESTIGATION OF SERVICE QUALITY AND CUSTOMER SATISFACTION AMONG HOTELS IN LANGKAWI.https://citeseerx.ist.psu.edu/document?repid=rep1&type=pdf&doi=6318f66dbfd9ca3a8c7 ad885a48314c2b816e631
Hagrave, M. (2023, May 11). Standard Deviation Formula and Uses vs. Variance. Investopedia. Retrieved July 20, 2023, from https://www.investopedia.com/terms/s/standarddeviation.asp
Josie, Crestella (2022) The influence of product diversity, product design, and store atmosphere on buying decision of coffee at Me& Coffee Works - Kalingga Branch, Medan. Bachelor thesis, Universitas Pelita Harapan. From: http://repository.uph.edu/54345/
Li, T. (2023, April 29). Multiple Linear Regression (MLR) Definition, Formula, and Example. Investopedia. Retrieved July 20, 2023, from https://www.investopedia.com/terms/m/mlr.asp
Logan, M. (2023, March 21). Descriptive Statistics: Definition, Overview, Types, Example. Investopedia. Retrieved July 20, 2023, from https://www.investopedia.com/terms/d/descriptive_statistics.asp
Middleton, F. (2019, July 3). Reliability vs. Validity in Research | Difference, Types and Examples. Scribbr. Retrieved July 20, 2023, from https://www.scribbr.com/methodology/reliability-vs-validity/
Muhammad, S. (2018, June 25). (PDF) METHODS OF DATA COLLECTION. ResearchGate. Retrieved July 18, 2023, from https://www.researchgate.net/publication/325846997_METHODS_OF_DATA_COLLEC TION
Nawing, A. Y., & Widyarto, E. A. (2022, September 2). PENERAPAN STANDARD OPERATIONAL PROCEDURE OLEH ROOM ATTENDANT DALAM MENJAGA HYGIENE DAN SANITASI KAMAR DI HOTEL INDAH PALACE YOGYAKARTA DI MASA PANDEMI COVID-19, Vol.5 No.2. https://jurnal.akparda.ac.id/index.php/nusantara/article/view/30/36
Nevil, S. (2023, April 13). Coefficient of Determination: How to Calculate It and Interpret the Result. Investopedia. Retrieved July 20, 2023, from https://www.investopedia.com/terms/c/coefficient-of-determination.asp
Niowski, A. et al. (2020) Integrating probability and nonprobability samples for survey https://academic.oup.com/jssam/article/8/1/120/5716393 (Accessed: 18 July 2023)
Nurchayo, R., Fitriyani, A., & Hudda, I. N. (2017). The Influence of Facility and Service Quality towards Customer Satisfaction and Its Impact on Customer Loyalty in Borobudur Hotel in Jakarta. https://media.neliti.com/media/publications/167995-EN-the-influence-of-facility-and-ser vice-qu.pdf
Siswanto, Windy Amanda (2023) The influence of customer loyalty through procedural justice, interactional justice, distributive justice, customer effort, and quality of service solutions by mediating customer satisfaction at PT. Dutaraya Sejati Medan. Bachelor thesis, Universitas Pelita Harapan. From: http://repository.uph.edu/54488/
Susepti, Amalia, et al. (2017, September) "Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Tamu Hotel (Studi Tentang Persepsi Tamu Hotel Mahkota Plengkung Kabupaten Banyuwangi)." Jurnal Administrasi Bisnis S1 Universitas Brawijaya, vol. 50, no. 5, Sep. 2017, pp. 27-36. From: Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Tamu Hotel (Studi Tentang Persepsi Tamu Hotel Mahkota Plengkung Kabupaten Banyuwangi) – Neliti
Wallstreetmojo Team. (n.d.). T-Test - Meaning, Types, Examples, Formula, Calculation. WallStreetMojo. Retrieved July 20, 2023, from https://www.wallstreetmojo.com/t-test/
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Andrea Michael Oei, Angel Violeta Prationo, Christopher Lionggodinata, Felix Pangsawira, Natasya Valentine, Viona Rosalina
This work is licensed under a Creative Commons Attribution 4.0 International License.
