Effectiveness of structural equation modeling to measure hotel customer satisfaction
Article Sidebar
Main Article Content
Abstract
Although some studies on gauging hotel guests' levels of satisfaction have been published in several research findings, structural equation modeling's efficacy in Indonesia is still rarely investigated. The study's objective is to assess hotel patron satisfaction utilizing an electronic system for guest reviews that is centered on online and Internet technology. The research's data came from 500 hotel guests staying at two five-star full-service hotels in Medan, North Sumatra. To accomplish this goal, the study used structural equation modeling to uncover the inherent link between consumer assessments of hotel services and amenities on one side and perceived usefulness, contentment, and their intention to return and refer customers on the other side. The findings demonstrate the clear correlations between value, contentment, desire to return and suggest as well as customer ratings of employee quality of service, guest bedroom quality, safety, and service disruption. Additionally, it should be highlighted that major mediating influences had an impact on how well-liked the hotel's amenities and employees provided service to guests. Through the use of web-based technologies, the research offered several recommendations for improving guest satisfaction with hotel operations. The results of this study could contribute to hotel management concentrating on the elements of the experiences of their guests that are the most important factors for boosting the level of satisfaction.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who submit a manuscript understand that if the manuscript is accepted for publication, the copyright of the article shall be assigned to Jurnal Ekonomi Modernisasi (JEM).
References
Berezan, O., Millar, M., & Raab, C. (2014). Sustainable Hotel Practices and Guest Satisfaction Levels. International Journal of Hospitality and Tourism Administration, 15(1), 1–18. https://doi.org/10.1080/15256480.2014.872884
del RÃo-Rama, M. de la C., Ãlvarez-GarcÃa, J., & Oliveira, C. (2019). Quality practices and their influence on customer results: an empirical study. Current Issues in Tourism, 22(7), 806–826. https://doi.org/10.1080/13683500.2017.1320361
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007
Foroudi, P. (2019). Influence of brand signature, brand awareness, brand attitude, brand reputation on hotel industry’s brand performance. International Journal of Hospitality Management, 76(2), 271–285. https://doi.org/10.1016/j.ijhm.2018.05.016
González, M. E. A., Comesaña, L. R., & Brea, J. A. F. (2007). Assessing tourist behavioral intentions through perceived service quality and customer satisfaction. Journal of Business Research, 60(2), 153–160. https://doi.org/10.1016/j.jbusres.2006.10.014
Hussain, R., Al Nasser, A., & Hussain, Y. K. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42, 167–175. https://doi.org/10.1016/j.jairtraman.2014.10.001
Hwang, S. Y., Lai, C. Y., Jiang, J. J., & Chang, S. (2014). The identification of noteworthy hotel reviews for hotel management. Proceedings - Pacific Asia Conference on Information Systems, PACIS 2014. https://doi.org/10.17705/1pais.06402
Ibrahim, R., Boerhannoeddin, A., & Bakare, K. K. (2017). The effect of soft skills and training methodology on employee performance. European Journal of Training and Development, 41(4), 388–406. https://doi.org/10.1108/EJTD-08-2016-0066
Jalil, N. A. A., Fikry, A., & Zainuddin, A. (2016). The Impact of Store Atmospherics, Perceived Value, and Customer Satisfaction on Behavioural Intention. Procedia Economics and Finance, 37, 538–544. https://doi.org/10.1016/s2212-5671(16)30162-9
Kang, D., & Park, Y. (2014). Review-based measurement of customer satisfaction in mobile service: Sentiment analysis and VIKOR approach. Expert Systems with Applications, 41(4), 1041–1050. https://doi.org/10.1016/j.eswa.2013.07.101
Khan, I., Garg, R. J., & Rahman, Z. (2015). Customer Service Experience in Hotel Operations: An Empirical Analysis. Procedia - Social and Behavioral Sciences, 189, 266–274. https://doi.org/10.1016/j.sbspro.2015.03.222
Liat, C. B., Mansori, S., Chuan, G. C., & Imrie, B. C. (2017). Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty. Journal of Global Marketing, 30(1), 42–51. https://doi.org/10.1080/08911762.2016.1262932
Liat, C. B., Mansori, S., & Huei, C. T. (2014). The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry. Journal of Hospitality Marketing and Management, 23(3), 314–326. https://doi.org/10.1080/19368623.2013.796867
Loureiro, S. M. C., & Kaufmann, H. R. (2018). The role of online brand community engagement on positive or negative self-expression word-of-mouth. Cogent Business and Management, 5(1), 1–24. https://doi.org/10.1080/23311975.2018.1508543
O’Neill, J. W., & Mattila, A. S. (2004). Hotel Branding Strategy: Its Relationship to Guest Satisfaction and Room Revenue. Journal of Hospitality & Tourism Research, 28(2), 156–165. https://doi.org/10.1177/1096348004264081
Pandey, M. M. (2016). Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method. Journal of Air Transport Management, 57, 241–249. https://doi.org/10.1016/j.jairtraman.2016.08.014
Park, S., Kwun, D. J., Park, J. Y., & Bufquin, D. (2021). Service Quality Dimensions in Hotel Service Delivery Options: Comparison between Human Interaction Service and Self-Service Technology. International Journal of Hospitality and Tourism Administration, 23(5), 1–28. https://doi.org/10.1080/15256480.2021.1935392
Prayag, G., Hosany, S., Muskat, B., & Del Chiappa, G. (2017). Understanding the Relationships between Tourists’ Emotional Experiences, Perceived Overall Image, Satisfaction, and Intention to Recommend. Journal of Travel Research, 56(1), 41–54. https://doi.org/10.1177/0047287515620567
Rather, R. A., Tehseen, S., Itoo, M. H., & Parrey, S. H. (2019). Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality sector. Journal of Global Scholars of Marketing Science, 29(2), 196–217. https://doi.org/10.1080/21639159.2019.1577694
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), 1–14. https://doi.org/https://doi.org/10.1016/j.heliyon.2019.e02690
Santouridis, I., & Veraki, A. (2017). Customer relationship management and customer satisfaction: the mediating role of relationship quality. Total Quality Management and Business Excellence, 28(9–10), 1122–1133. https://doi.org/10.1080/14783363.2017.1303889
Sim, J., Mak, B., & Jones, D. (2006). A model of customer satisfaction and retention for hotels. Journal of Quality Assurance in Hospitality and Tourism, 7(3), 1–23. https://doi.org/10.1300/J162v07n03_01
Srivastava, M., & Kaul, D. (2014). Social interaction, convenience and customer satisfaction: The mediating effect of customer experience. Journal of Retailing and Consumer Services, 21(6), 1028–1037. https://doi.org/10.1016/j.jretconser.2014.04.007
Stefano, N. M., Casarotto Filho, N., Barichello, R., & Sohn, A. P. (2015). A fuzzy SERVQUAL based method for evaluated of service quality in the hotel industry. Procedia CIRP, 30, 433–438. https://doi.org/10.1016/j.procir.2015.02.140
Sutabri, T., Suryatno, A., Setiadi, D., & Negara, E. S. (2018). Improving naïve bayes in sentiment analysis for hotel industry in Indonesia. Proceedings of the 3rd International Conference on Informatics and Computing, ICIC 2018, March, 1–6. https://doi.org/10.1109/IAC.2018.8780444
Truong, N. T., Dang-Pham, D., McClelland, R. J., & Nkhoma, M. (2020). Service innovation, customer satisfaction and behavioural intentions: a conceptual framework. Journal of Hospitality and Tourism Technology, 11(3), 529–542. https://doi.org/10.1108/JHTT-02-2019-0030
Xu, F., La, L., Zhen, F., Lobsang, T., & Huang, C. (2019). A data-driven approach to guest experiences and satisfaction in sharing. Journal of Travel and Tourism Marketing, 36(4), 484–496. https://doi.org/10.1080/10548408.2019.1570420
Zhu, L., Lin, Y., & Cheng, M. (2020). Sentiment and guest satisfaction with peer-to-peer accommodation: When are online ratings more trustworthy? International Journal of Hospitality Management, 86, 102369. https://doi.org/10.1016/j.ijhm.2019.102369