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The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu City, Indonesia

Author

Listed:
  • Ludfi Djajanto

    (State Polytechnic of Malang, Indonesia.)

Abstract

"Objective � The number of hotels in both urban or in tourism areas has increased quite rapidly. The success and sustainability of hotel businesses is largely determined by their marketing strategy and the quality of services they provide to their customers. In choosing a hotel, customers consider both the physical appearance of the hotel as well as the quality of service provided. The rapid increase in hotels in Indonesia necessarily increases competition in the hotel industry and the rules surrounding market competition become quite strict. The aim of this research is to determine the influence of the dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) on customer satisfaction and to identify the most dominant dimension in terms of customer satisfaction. Methodology/Technique � The research studied 110 respondents who have stayed in several hotels located in Batu, Indonesia. The data was collected using purposive sampling techniques using questionnaires. The data analysis technique used in this research was multiple linear regression analysis. Findings � Based on the results of this research, it is concluded that the dimensions of service quality (tangibility, reliability, responsiveness, assurance, empathy) have a significant influence on customer satisfaction. In addition, the service quality dimension that has the most dominant influence on customer satisfaction is assurance. Novelty � The research supported by original data and contribute to the literature in the context of Indonesia."

Suggested Citation

  • Ludfi Djajanto, 2017. "The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu City, Indonesia," GATR Journals jmmr153, Global Academy of Training and Research (GATR) Enterprise.
    • Handle: RePEc:gtr:gatrjs:jmmr153
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    More about this item

    Keywords

    Service Quality; Tangibility; Reliability; Responsiveness; Assurance; Empathy; Customer Satisfaction.;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General

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