Perceived Facility Quality and Service Quality as Predictors of Guest Loyalty: The Mediating Role of Guest Satisfaction at Madani Hotel Medan

Paddila; Azmen Kahar

doi:10.63076/jomm.v3i2.121

Authors

Paddila Universitas Negeri Padang
Azmen Kahar Universitas Negeri Padang

DOI:

https://doi.org/10.63076/jomm.v3i2.121

Keywords:

Perceived Facility Quality, Perceived Service Quality, guest satisfaction, Guest Loyalty, Hotel Management, PLS-SEM

Abstract

This study examines whether guests’ perceptions of facility and service quality are associated with loyalty directly or through satisfaction at Madani Hotel Medan. Data were obtained from 160 hotel Privilege Card members through a questionnaire distributed via WhatsApp and analysed using descriptive statistics and partial least squares structural equation modelling (PLS-SEM). Mean ratings were high for facility quality (4.50), service quality (4.46), satisfaction (4.44), and loyalty (4.41) on a five-point scale. The structural model, however, revealed differences in how these assessments relate to loyalty. Perceived facility quality was positively associated with both satisfaction (β = 0.352, p < 0.001) and loyalty (β = 0.469, p < 0.001). Perceived service quality was associated with satisfaction (β = 0.348, p = 0.002), but its direct association with loyalty was not statistically significant (β = 0.103, p = 0.335). Satisfaction was positively associated with loyalty (β = 0.233, p = 0.003) and mediated the relationships between facility quality and loyalty (β = 0.082, p = 0.023) and between service quality and loyalty (β = 0.081, p = 0.042). These findings suggest that improvements in service quality may strengthen loyalty chiefly when they translate into greater guest satisfaction, whereas perceived facility quality is associated with loyalty through both direct and satisfaction-mediated pathways.

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