The Effect of Service Quality, Facilities, and Location on Guest Satisfaction at Truntum Hotel Padang

Al Hambra; Azmen Kahar

doi:10.63076/jomm.v2i2.36

Authors

Al Hambra Universitas Negeri Padang
Azmen Kahar Universitas Negeri Padang

DOI:

https://doi.org/10.63076/jomm.v2i2.36

Keywords:

Service Quality, Facilities, Location, Guest Satisfaction, Hospitality Management

Abstract

This study examines the impact of service quality, facilities, and location on guest satisfaction at Truntum Padang Hotel, a four-star property in West Sumatra, Indonesia. Using a quantitative, causal-associative design, data were collected from 370 guests through a structured questionnaire employing validated SERVQUAL-based indicators and analyzed using multiple linear regression in SPSS 26.0. The results reveal that, collectively, the three independent variables significantly influence guest satisfaction (F = 94.530, p < 0.001). However, partial tests indicate that only facilities (β = 0.194, p < 0.001) and location (β = 0.233, p < 0.001) have significant positive effects, while service quality shows a positive but statistically insignificant relationship (β = 0.034, p = 0.223). These findings suggest that in this context, tangible attributes such as well-maintained amenities and strategic accessibility play a more decisive role in shaping guest perceptions than service interactions, particularly when baseline service standards are already met. The study offers practical implications for hotel managers to prioritize continuous facility upgrades and maximize location.

References

M. Kandampully, T. Zhang, and A. Bilgihan, “Customer loyalty: A review and future directions with a special focus on the hospitality industry,” Int. J. Contemp. Hosp. Manag., vol. 27, no. 3, pp. 379–414, 2015, doi: 10.1108/IJCHM-03-2014-0151.

R. K. A. Rahman, S. N. Ahmad, and N. A. Aziz, “Customer satisfaction in the hospitality industry: A case study of a luxury resort in Malaysia,” Tour. Manag. Perspect., vol. 38, p. 100841, 2021, doi: 10.1016/j.tmp.2021.100841.

O. A. Ali, S. G. Kim, and Y. S. Ryu, “Impact of service quality on customer satisfaction and loyalty in the hotel industry,” Sustainability, vol. 13, no. 22, p. 12537, 2021, doi: 10.3390/su132212537.

C. M. Wu and J. H. Ko, “The influence of facilities and service quality on guest satisfaction in the hospitality industry,” J. Qual. Assur. Hosp. Tour., vol. 22, no. 5, pp. 528–549, 2021, doi: 10.1080/1528008X.2020.1814879.

A. Parasuraman, V. A. Zeithaml, and L. L. Berry, “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality,” J. Retail., vol. 64, no. 1, pp. 12–40, 1988.

I. P. G. G. Dewangga, S. J. Saharjo, and P. G. P. Putra, “The effect of service quality and facilities on guest satisfaction: Evidence from Mercure Bali Legian Hotel,” J. Mosaic Hosp., vol. 6, no. 1, pp. 11–19, 2024.

Y. A. Alsharari, “Service quality of hotels serving Saudi tourism industry,” Int. J. Qual. Res., vol. 14, no. 4, pp. 1003–1018, 2020, doi: 10.24874/IJQR14.04-16.

S. A. Mohd et al., “Hotel facilities and guest satisfaction: Evidence from Malaysia,” Asia Pac. J. Tour. Res., vol. 25, no. 8, pp. 803–819, 2020, doi: 10.1080/10941665.2020.1787018.

M. A. Namin, “Revisiting customers’ perception of service quality in fast food restaurants,” J. Retail. Consum. Serv., vol. 34, pp. 70–81, 2017, doi: 10.1016/j.jretconser.2016.09.008.

S. C. Chen and C. P. Lin, “Understanding the effect of social media marketing activities: The mediation of customer relationship quality,” Tour. Manag. Perspect., vol. 17, pp. 188–196, 2016, doi: 10.1016/j.tmp.2015.12.011.

K. Kim and C. Kim, “The influence of location on hotel performance: Evidence from the hotel industry,” Tour. Econ., vol. 25, no. 5, pp. 747–761, 2019, doi: 10.1177/1354816618814331.

L. N. Hakim and S. Paludi, “The effect of service quality, price perception, and location on customer satisfaction in the hotel industry,” Hum. Cap. Dev., vol. 10, no. 1, pp. 12–21, 2023.

E. I. Gian, I. B. A. K. Putra, and R. M. R. M. Nurochman, “The effect of service quality, price, and location on customer satisfaction at a city hotel,” Sci. J. Masters Admin. Sci., vol. 17, no. 1, pp. 45–54, 2023.

U. Sekaran and R. Bougie, Research Methods for Business: A Skill-Building Approach, 8th ed. Hoboken, NJ, USA: Wiley, 2019.

I. Etikan, S. A. Musa, and R. S. Alkassim, “Comparison of convenience sampling and purposive sampling,” American Journal of Theoretical and Applied Statistics, vol. 5, no. 1, pp. 1–4, 2016, doi: 10.11648/j.ajtas.20160501.11.

J. Cohen, Statistical Power Analysis for the Behavioral Sciences, 2nd ed. New York, NY, USA: Routledge, 1988, doi: 10.4324/9780203771587.

A. Ghasemi and S. Zahediasl, “Normality tests for statistical analysis: A guide for non-statisticians,” International Journal of Endocrinology and Metabolism, vol. 10, no. 2, pp. 486–489, 2012, doi: 10.5812/ijem.3505.

J. F. Hair Jr., W. C. Black, B. J. Babin, and R. E. Anderson, Multivariate Data Analysis, 8th ed. Andover, U.K.: Cengage, 2019.

H. Glejser, “A new test for heteroscedasticity,” Journal of the American Statistical Association, vol. 64, no. 325, pp. 316–323, 1969, doi: 10.1080/01621459.1969.10500976.

D. N. Gujarati and D. C. Porter, Basic Econometrics, 5th ed. New York, NY, USA: McGraw-Hill, 2009.

J. Kandampully, T. Zhang, and A. Bilgihan, “Customer loyalty: A review and future directions with a special focus on the hospitality industry,” International Journal of Contemporary Hospitality Management, vol. 27, no. 3, pp. 379–414, 2015, doi: 10.1108/IJCHM-03-2014-0151.

R. K. A. Rahman, S. N. Ahmad, and N. A. Aziz, “Customer satisfaction in the hospitality industry: A case study of a luxury resort in Malaysia,” Tourism Management Perspectives, vol. 38, p. 100841, 2021, doi: 10.1016/j.tmp.2021.100841.

A. Parasuraman, V. A. Zeithaml, and L. L. Berry, “A conceptual model of service quality and its implications for future research,” Journal of Marketing, vol. 49, no. 4, pp. 41–50, 1985, doi: 10.1177/002224298504900403.

A. Akbaba, “Measuring service quality in the hotel industry: A study in a business hotel in Turkey,” International Journal of Hospitality Management, vol. 25, no. 2, pp. 170–192, 2006, doi: 10.1016/j.ijhm.2005.08.006.

H.-C. Wu and Y. J. Ko, “Assessment of service quality in the hotel industry,” Journal of Quality Assurance in Hospitality & Tourism, vol. 14, no. 3, pp. 218–244, 2013, doi: 10.1080/1528008X.2013.802557.

J. J. Cronin Jr., M. K. Brady, and G. T. M. Hult, “Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments,” Journal of Retailing, vol. 76, no. 2, pp. 193–218, 2000, doi: 10.1016/S0022-4359(00)00028-2.

Y. Yang, Z. Mao, and J. Tang, “Understanding guest satisfaction with urban hotel location,” Journal of Travel Research, vol. 58, no. 8, pp. 1284–1299, 2019 (online 2017), doi: 10.1177/0047287517691153.

C.-F. Chen and D. Tsai, “How destination image and evaluative factors affect behavioral intentions?,” Tourism Management, vol. 28, no. 4, pp. 1115–1122, 2007, doi: 10.1016/j.tourman.2006.07.007.