Journal of Multidimensional Management

The Influence of Product Quality and Price Perception on Repurchase Intention at Favehotel Olo Padang

2026-01-26T19:52:21+07:00

The Indonesian hospitality industry is experiencing rapid growth, intensifying competition among hotels. This study examines the influence of product quality and price perception on repurchase intention at Favehotel Olo Padang. Using a quantitative associative approach, data were collected from 100 guests through questionnaires measured on a Likert scale. The analysis employed multiple linear regression using SPSS version 26.00. Results indicate that product quality and price perception together significantly influence repurchase intention (F = 6.323, p = 0.003). Individually, price perception shows a significant positive effect (t = 2.178, p = 0.032), while product quality does not demonstrate significant influence (t = 1.967, p = 0.052). The coefficient of determination reveals that both variables explain 11.5% of repurchase intention variation, with the remaining 88.5% influenced by other factors. These findings suggest hotel management should prioritize competitive pricing strategies while maintaining product quality standards to enhance guest retention and loyalty.

The Effect of Paradoxical leadership on Employee well-being : Mediating Role of Harmonious work passion at Hotel Pangeran Beach Padang

2026-02-02T12:15:15+07:00

This study examines the role of paradoxical leadership in shaping employee well-being by considering harmonious work passion as a mediating variable among employees of Hotel Pangeran Beach Padang. The hospitality industry is characterized by intense job demands, making adaptive leadership and attention to employees’ psychological conditions essential for maintaining service quality and organizational sustainability. Using a quantitative approach with a causal relationship design, this study involved all hotel employees as research participants, resulting in 111 valid responses collected through a five-point Likert scale questionnaire. The data were analyzed using Partial Least Squares–based Structural Equation Modeling (PLS-SEM) with the support of SmartPLS version 4.0. The findings indicate that paradoxical leadership has a direct positive and significant effect on employee well-being and also plays a strong role in enhancing harmonious work passion. However, harmonious work passion does not show a significant influence on employee well-being and does not function as a mediating variable in the relationship between paradoxical leadership and employee well-being. The R-square results further reveal that paradoxical leadership has a very strong explanatory power for harmonious work passion, whereas its contribution to employee well-being remains relatively limited. Overall, this study highlights that employee well-being is more strongly influenced by direct leadership practices than by psychological mechanisms such as work passion. These findings are expected to enrich the literature on leadership and employee well-being and provide practical insights for hotel management in implementing adaptive leadership approaches that prioritize employee welfare.

Work Motivation, Competence, and Employee Performance in a Four-Star Hotel: Evidence from Bedrock Hotel Kuta Bali

2026-05-11T21:55:07+07:00

The intensifying competition in Bali's four-star hotel segment requires sustained human-resource performance to maintain international service standards. This study examines the partial and simultaneous effects of work motivation and competence on employee performance at Bedrock Hotel Kuta Bali, where an internal appraisal indicated that the overall performance score rose from 10.6 (2024) to 11.9 (2025) while the competence sub-score remained stagnant at 3.0. A quantitative causal-associative design was employed using a saturated sample of 60 permanent employees. Data were collected through a five-point Likert questionnaire (29 items) adapted from established instruments and analysed using multiple linear regression in IBM SPSS Statistics 29. The instrument satisfied validity (r-count > 0.254) and reliability (Cronbach's α = 0.872–0.911), and all classical-assumption tests were met. The regression results show that work motivation (β = 0.390, t = 3.739, p < 0.001) and competence (β = 0.330, t = 3.247, p = 0.002) have positive and significant partial effects on employee performance, and jointly explain 31.9% of its variance (Adjusted R² = 0.295; F(2, 57) = 13.32, p < 0.001). Work motivation emerged as the more dominant predictor. The findings suggest that hotel management should implement department-specific competence-development programmes and motivation-enhancing practices—such as structured on-the-job training, supervisor coaching, and performance-based recognition—to sustain service quality during high-occupancy periods.

The Influence of Price, Place, and Promotion on Guests' Repurchase Intention at Pangeran City Hotel

2026-05-11T21:55:50+07:00

This study aims to analyze the influence of price, place, and promotion on guests' repurchase intention at Pangeran City Hotel, Padang. The research was motivated by occupancy-rate fluctuations and guest complaints concerning the mismatch between room rates and facilities, limited parking availability, and underperforming promotional activities. A quantitative causal-associative design was employed. Data were collected through a structured questionnaire distributed to 100 respondents who had checked out from Pangeran City Hotel, selected using purposive sampling. The instrument was measured using a five-point Likert scale and tested for validity and reliability prior to data collection. Data were analyzed using multiple linear regression in IBM SPSS Statistics version 26 after fulfilling the classical assumption tests of normality, heteroscedasticity, and multicollinearity. The results show that price (β = 0.363; p = 0.011) and place (β = 0.422; p = 0.001) have positive and significant effects on repurchase intention, while promotion (β = 0.245; p = 0.119) has a positive but insignificant effect. Place is the most dominant predictor. Simultaneously, the three variables explain 63.3% of the variance in repurchase intention. The findings imply that hotel management should align room prices with delivered facilities, sustain location-based service advantages, and redesign promotional strategies to be more relevant and attractive to repeat guests.

The Influence of Online Promotion, Customer Trust, and Perceived Value on Repurchase Intention at Harper Premier Nagoya Batam

2026-07-21T22:35:09+07:00

This study aims to analyze the influence of online promotion, customer trust, and perceived value on guest repurchase intention at the Harper Premier Nagoya Hotel, Batam. The study employed a quantitative approach with a survey method. A sample of 150 respondents was selected using purposive sampling. The results show that consumer trust, perceived value, internet promotion, and repurchase intention are all generally in the good range. Perceived value has a significant negative impact on repurchase intention (β = −0.131; p = 0.039), but online promotion (β = 0.335; p < 0.001) and customer trust (β = 0.348; p < 0.001) have positive and significant effects. This negative correlation could mean that visitors' perceptions of the advantages have fallen short of their expectations in terms of cost, level of service, or overall experience. The measurement items, including any potential reverse-coded items, should be reexamined, and this result should be regarded cautiously. Online promotion, customer trust, and perceived value all had a substantial simultaneous impact on repurchase intention (F = 37.290; p < 0.001). The three factors account for 42.2% of the variance in repurchase intention, according to an Adjusted R² of 0.422. These results imply that improving customer trust and digital marketing tactics is crucial to boosting visitors' desire to return to the Harper Premier Nagoya Batam Hotel.

The Influence of Service Quality and Hotel Facilities on Repurchase Intention at Novotel Jakarta Gajah Mada

2026-07-19T17:31:59+07:00

This study examines the effects of service quality and hotel facilities on repurchase intention among guests of Novotel Jakarta Gajah Mada. A quantitative causal-associative design was applied to 100 guests who had previously stayed at the hotel. Data were collected through a five-point Likert-scale questionnaire and analyzed using descriptive statistics, classical-assumption tests, and multiple linear regression in SPSS. The regression model was significant (F = 128.389, p < 0.001) and explained 72.6% of the variance in repurchase intention (R² = 0.726). Service quality had a positive and significant effect (B = 0.511, β = 0.608, t = 6.235, p < 0.001), as did hotel facilities (B = 0.250, β = 0.275, t = 2.816, p = 0.006). The larger standardized coefficient for service quality indicates that it was the more dominant predictor. The findings suggest that management should prioritize consistent, responsive, and friendly service while maintaining reliable Wi-Fi, water pressure, and parking arrangements to strengthen guests’ intention to return.

The Effect of Career Interest on Hospitality Career Choice among Diploma IV Hotel Management Students at Universitas Negeri Padang

2026-07-23T14:22:19+07:00

This study investigates how career interest shapes hospitality career choice among students in the 2022 cohort of the Diploma IV Hotel Management Program at Universitas Negeri Padang. A quantitative causal-associative design was applied, involving 100 respondents selected through simple random sampling from a population of 133 students. Data were collected using a five-point Likert-scale questionnaire and analyzed through simple linear regression with SPSS 27. The results show that students reported a strong level of career interest, with a mean score of 4.26 and a respondent achievement rate (TCR) of 85.19%, while hospitality career choice was also rated highly, with a mean score of 4.27 and a TCR of 85.44%. Regression analysis indicated that career interest had a positive and significant influence on hospitality career choice, as reflected in the equation Y = 5.373 + 1.119X, with t = 33.382 and p < 0.001. Career interest explained 91.9% of the variance in career choice (R² = 0.919), although this strong explanatory value should be interpreted carefully because both constructs are closely related and the respondents came from a relatively homogeneous vocational education background. The findings support the relevance of Social Cognitive Career Theory in explaining students’ career direction in hospitality education and suggest that career interest needs to be strengthened through practice-based learning, internship experience, industry exposure, and structured career guidance so that students can translate their interest into realistic and informed career choices in the hospitality sector.

The Mediating Role of Work-Life Balance in the Relationship Between Employee Engagement and Job Satisfaction Among Hotel Employees

2026-07-28T07:21:55+07:00

This study examines the mediating role of work-life balance in the relationship between employee engagement and job satisfaction among employees of Four Points by Sheraton Jakarta, Thamrin. A quantitative causal-associative survey design was employed, involving 49 employees who had worked at the hotel for at least one year. Data were analyzed using partial least squares structural equation modeling (PLS-SEM) with SmartPLS 4. Internal consistency reliability and convergent validity were satisfactory; however, the Fornell-Larcker criterion was not fully met, suggesting possible overlap among the constructs and requiring cautious interpretation of the structural relationships. Employee engagement had positive effects on job satisfaction (β = 0.747, t = 6.462, p < 0.001) and work-life balance (β = 0.645, t = 5.853, p < 0.001). Work-life balance also had a positive effect on job satisfaction (β = 0.445, t = 3.584, p < 0.001). The indirect effect of employee engagement on job satisfaction through work-life balance was significant (β = 0.287, t = 2.933, p = 0.003). Because both the direct and indirect effects were significant, work-life balance was interpreted as a partial mediator. The findings suggest that hotel management should strengthen employee engagement while implementing work arrangements that help employees manage their work and personal responsibilities.

Tacit and Explicit Knowledge Management among Operational Employees at Kyriad Hotel Bumiminang Padang

2026-07-28T07:23:07+07:00

This study maps the implementation of knowledge management among operational employees at Kyriad Hotel Bumiminang Padang, with particular attention to tacit and explicit knowledge. The study used a quantitative descriptive survey designed to describe implementation levels rather than test causal relationships. Saturated sampling covered all 41 operational employees. Data were collected through a five-point Likert questionnaire and summarized using item means and the respondent achievement level (TCR). Tacit knowledge recorded a mean of 3.12 (TCR 62.4%) and was classified as fairly good, whereas explicit knowledge reached 3.63 (TCR 72.6%) and was classified as good. The pattern indicates that formal procedures, documentation, and digital tools are more established than the systematic transfer of experience-based knowledge. The lowest scores point to limited learning from operational problems and difficulties in using some systems. Management should institutionalize mentoring, short after-action reviews, regular operational briefings, accessible digital documentation, and a clear process for translating lessons learned into updated work standards.

Accommodation Infrastructure and Employee Behavior Influence Guest Satisfaction at Kyriad Hotel Bumiminang Padang

2026-07-28T07:24:09+07:00

Preliminary researcher observations at Kyriad Hotel Bumiminang Padang indicated concerns involving facility condition and frontline service interactions, making it important to assess how both operational dimensions relate to guest satisfaction. This study examines the effects of accommodation infrastructure and employee behavior on guest satisfaction. A quantitative causal-associative survey design was applied to a reported population of 1,673 hotel guests, with 323 respondents selected through non-probability purposive sampling. Data were collected using a five-point Likert-scale questionnaire and analyzed with descriptive statistics and multiple linear regression in SPSS 26. Accommodation infrastructure (mean = 40.99), employee behavior (mean = 27.83), and guest satisfaction (mean = 31.16) were all classified as good. Accommodation infrastructure had a positive and significant effect on guest satisfaction (B = 0.422, t = 11.224, p < 0.001), and employee behavior also had a positive and significant effect (B = 0.362, t = 6.941, p < 0.001). Together, both predictors were significant (F = 314.988, p < 0.001) and explained 66.1% of the variance in guest satisfaction (adjusted R² = 0.661). Accommodation infrastructure was the stronger predictor, indicating that facility maintenance should be prioritized while employee-service development is strengthened in parallel.

Above-the-Line Promotion and Hotel Guests' Stay Decisions at Pangeran City Hotel Padang

2026-07-28T07:25:20+07:00

Pangeran City Hotel Padang used a mix of broad-reach and digital promotional channels but experienced difficulty maintaining guest volume during periods when stronger demand was expected, creating a need to assess whether promotional communication was associated with hotel selection. This study examines the relationship between above-the-line promotion and guests' decisions to stay. A quantitative cross-sectional causal-associative survey was conducted during April-May 2023 with 100 hotel guests selected through purposive sampling. Data were collected using a five-point Likert-scale questionnaire and analyzed with partial least squares structural equation modeling (PLS-SEM) in SmartPLS 4. The final measurement model retained 19 promotion indicators and 27 stay-decision indicators. Outer loadings ranged from 0.721 to 0.849 and from 0.683 to 0.880, respectively; Cronbach's alpha values were 0.967 and 0.981, composite reliability values were 0.970 and 0.982, and HTMT was 0.731. Above-the-line promotion accounted for 51.8% of the variance in stay decision (R² = 0.518). The structural path was positive and significant (β = 0.729, t = 9.952, p < 0.001). The findings indicate that visible, credible, and decision-relevant promotion is positively associated with guests' hotel choice, while the distinction between traditional mass-media promotion and digital channels should be made more explicit in future measurement.

Waitstaff Service Quality and Guest Satisfaction at Mentawai Restaurant, Pangeran Beach Hotel Padang

2026-07-28T07:26:07+07:00

This study examines the relationship between waitstaff service quality and guest satisfaction at Mentawai Restaurant, Pangeran Beach Hotel Padang. A quantitative cross-sectional survey was conducted with 370 guests selected through purposive sampling from a population record of 29,337 guest visits during September 2022 to March 2023. Eligible respondents were guests who had experienced dining service at Mentawai Restaurant and were able to evaluate direct interaction with the waitstaff. Data were collected using a five-point Likert-scale questionnaire and analyzed in SPSS 26 using descriptive statistics, assumption testing, and simple linear regression. Waitstaff service quality achieved 65.75% of the ideal score and guest satisfaction reached 62.72%, both classified as sufficient under the study's scoring convention. Responsiveness was the lowest service-quality dimension (64.28%), while revisit intention was the lowest satisfaction indicator (62.27%). The residuals met the reported normality criterion (p = 0.200), the archived homogeneity test was non-significant (p = 0.211), and deviation from linearity was non-significant (p = 0.641). Service quality was positively associated with guest satisfaction (B = 0.453, beta = 0.827, t = 28.256, p < 0.001), and the model explained 68.4% of the observed variance. The results indicate that management should prioritize response speed, order accuracy, menu knowledge, complaint handling, and individualized attention while maintaining professional appearance.

UTAUT Determinants of E-Commerce Hotel Booking Behavior at The ZHM Premiere Hotel Padang

2026-07-31T07:12:20+07:00

This study examines the determinants of self-reported e-commerce hotel booking behavior at The ZHM Premiere Hotel Padang. Platform-based room reservations fluctuated between August 2022 and January 2023, indicating that channel availability alone did not ensure stable digital booking activity. A quantitative cross-sectional survey was conducted among 273 guests who had used an e-commerce platform to reserve a room at the hotel. The model applied four determinants from the Unified Theory of Acceptance and Use of Technology (UTAUT): performance expectancy, effort expectancy, social influence, and facilitating conditions. Use behavior was measured through questionnaire responses and therefore represents guests' self-reported booking use rather than transaction-log behavior. Data were analyzed with SPSS 26 and PLS-SEM in SmartPLS 3. The measurement model demonstrated acceptable reliability, convergent validity, and Fornell-Larcker discriminant validity. The structural model explained 61.1% of the variance in use behavior. Performance expectancy (beta = 0.372, p = 0.008) and effort expectancy (beta = 0.362, p = 0.007) were the strongest predictors, followed by social influence (beta = 0.154, p = 0.035) and facilitating conditions (beta = 0.098, p = 0.045). The findings indicate that hotel managers should prioritize practical booking value and simplicity, while maintaining social credibility and adequate transaction support.

The Effect of Visitor Satisfaction on Revisit Intention at Embun Waterpark Pasaman

2026-07-31T07:13:08+07:00

This study examines the effect of visitor satisfaction on revisit intention at Embun Waterpark in Pasaman Regency, Indonesia. The research was motivated by increasing visitation alongside complaints about the visitor experience and indications that some visitors were reluctant to return. A quantitative cross-sectional causal-associative survey was conducted between October and November 2022 among 241 visitors who had visited the attraction at least twice. Respondents were selected through purposive sampling and completed a five-point Likert-scale questionnaire. Satisfaction was measured through fulfillment of expectations, needs, and desires, while revisit intention was represented by intention to revisit, recommendation, and destination preference. Simple linear regression showed that satisfaction was positively associated with revisit intention (B = 0.247, beta = 0.376, t = 6.264, p < 0.001). The model explained 14.1% of the variance in revisit intention. The findings indicate that satisfaction is a meaningful but limited predictor of return intention, so destination management should improve the visitor experience while also addressing other determinants of loyalty.

Brand Image and Store Atmosphere as Predictors of Customer Satisfaction at One Sky Coffee & Lounge Payakumbuh

2026-07-31T07:14:20+07:00

This study examines the effects of brand image and store atmosphere on customer satisfaction at One Sky Coffee & Lounge Payakumbuh, Indonesia. The research was motivated by preliminary customer concerns regarding product distinctiveness, access, and interior layout. A quantitative cross-sectional survey was conducted with 204 customers selected through purposive sampling from a population of 14,175 visitors. Data were collected using a five-point Likert-scale questionnaire and analyzed with multiple linear regression in SPSS 29. Brand image (70.4%), store atmosphere (67.4%), and customer satisfaction (73.8%) were categorized as good. The regression model was statistically significant, F(2, 201) = 9.063, p < 0.001. Brand image positively predicted customer satisfaction (B = 0.286, beta = 0.208, t = 3.076, p = 0.002), while store atmosphere also showed a positive effect (B = 0.181, beta = 0.192, t = 2.847, p = 0.005). However, the model explained only 8.3% of satisfaction variance (adjusted R-squared = 0.074), indicating that branding and atmosphere make statistically meaningful but limited contributions. Management should prioritize a distinctive signature-product identity and improve access, circulation, flooring, and interior comfort while also addressing food quality, service quality, price fairness, and waiting time.

Residents' Perceptions of Bagot Tourism Village Development in Samosir Regency

2026-07-31T07:15:35+07:00

This study explores residents' perceptions of Bagot Tourism Village development in Samosir Regency through cognitive, affective, and conative dimensions. Bagot Tourism Village emerged from a community-based initiative and has developed around local palm-sap culinary products, rural scenery, and community-managed visitor activities, but coordination and shared management remain uneven. A descriptive qualitative design was used. Eight informants were selected through purposive and snowball sampling: one Samosir Regency Tourism Office representative, the Bagot Village head, the tourism awareness group leader, and five residents living near the tourism area. Fieldwork was conducted from 26 December 2022 to 15 January 2023 using semi-structured interviews, direct observation, and documentation. Data were reduced, displayed, coded into cognitive, affective, and conative categories, compared across informant groups, and triangulated across data sources. Cognitively, informants recognized the village's tourism potential, but knowledge of tourism-village governance, benefit distribution, and visitor management remained uneven. Affectively, most informants supported tourism development, although land-use and fairness concerns created points of tension. Conatively, residents participated in collective activities, but some actions remained oriented toward individual interests rather than shared programs. These findings represent the perspectives of the eight informants in the Bagot context and are not intended for statistical generalization. The study indicates that a resident forum, transparent benefit-sharing arrangements, clear land-use and participation rules, and continuous practical tourism education should be prioritized.

Social Media Marketing Activity and Cafe Atmosphere as Predictors of Revisit Intention at Northeast Coffee Padang

2026-07-31T07:16:33+07:00

This study examines whether social media marketing activity and cafe atmosphere predict consumers' revisit intention at Northeast Coffee Padang. A quantitative cross-sectional survey was conducted with 337 consumers selected through purposive sampling. Eligible respondents were at least 18 years old, had previously visited the cafe, had been exposed to Northeast Coffee's Instagram content, and were able to evaluate the cafe atmosphere. Data were collected using a five-point Likert-scale questionnaire and analyzed using multiple linear regression in SPSS 26. The overall model was significant (F = 33.823, p < 0.001) and explained 16.8% of the variance in revisit intention (adjusted R2 = 0.163). Social media marketing activity had a positive but modest effect (B = 0.094, beta = 0.120, p = 0.027), whereas cafe atmosphere was the stronger predictor (B = 0.243, beta = 0.348, p < 0.001). The findings indicate that Northeast Coffee should prioritize improvements to the physical cafe environment while strengthening the consistency, interaction, accessibility, and credibility of its Instagram communication. The relatively low R2 also indicates that revisit intention is substantially influenced by factors outside the present model.

Facilities and Service Quality as Predictors of Visitor Satisfaction at Belibis Island Tourism Attraction, Solok City

2026-08-04T10:14:01+07:00

This study examines facilities and service quality as predictors of visitor satisfaction at Belibis Island Tourism Attraction in Solok City. A quantitative cross-sectional survey was conducted with 264 visitors selected through purposive screening after a Slovin-based sample target was established. Eligible respondents had direct experience with the attraction's facilities and visitor services. Data were collected using a five-point Likert-scale questionnaire and analyzed with descriptive statistics, regression diagnostics, and multiple linear regression in SPSS 20. Facilities (mean = 2.34), service quality (mean = 2.25), and visitor satisfaction (mean = 2.27) were all classified as poor. The overall model was significant (F = 756.355, p < 0.001) and explained 85.3% of the variance in visitor satisfaction. Facilities were a positive predictor (B = 0.546, beta = 0.356, p < 0.001), while service quality showed the stronger relative coefficient (B = 0.723, beta = 0.585, p < 0.001). The high R2 should be interpreted cautiously because all constructs were measured in the same cross-sectional questionnaire. The findings support short-term priorities in safety-critical facility repair, staffing, and basic service standards, followed by preventive maintenance and continuous visitor-feedback monitoring.

Employee Engagement and Performance among Sales and Marketing Employees at The Ritz-Carlton Jakarta Pacific Place

2026-08-04T10:15:27+07:00

This study examines the relationship between employee engagement and self-reported performance among sales and marketing employees at The Ritz-Carlton Jakarta Pacific Place. A quantitative cross-sectional causal-associative survey used a census of all 34 employees. Employee engagement was measured through vigor, dedication, and absorption, while employee performance covered work quality, quantity, timeliness, and independence. Employee engagement achieved 81.23% of the ideal score and employee performance 91.94%. Dedication and absorption were rated more strongly than vigor, while performance dimensions were consistently high. A mathematical consistency check of the archived regression values indicates a positive but statistically non-significant relationship (B = 0.483, SE = 0.304, t = 1.589, F = 2.525, p approximately 0.122, R approximately 0.270, R-squared approximately 0.073). These reconciled values are consistent with the reported ANOVA sums of squares but should be confirmed against the original SPSS output before final publication. The findings suggest that management should prioritize employee energy and recovery, particularly the vigor dimension, while maintaining dedication and concentration through supportive leadership, realistic targets, recognition, and adequate job resources.

Tacit and Explicit Knowledge Management at Daima Hotel Padang: A Descriptive Employee Assessment

2026-08-04T10:14:46+07:00

This study descriptively assesses employee perceptions of tacit and explicit knowledge management practices at Daima Hotel Padang. A descriptive quantitative survey used a census of all 59 employees and a twelve-item Guttman-scale questionnaire with yes/no responses. Five items addressed tacit knowledge through experience, learning from others, problem solving, and professional practice, while seven items addressed explicit knowledge through standard operating procedures, work systems, and technology use. Tacit-knowledge items generated a 92.9% affirmative-response rate, and explicit-knowledge items generated 92.3%. The overall affirmative-response rate was 92.5%. These percentages represent employee agreement with the questionnaire statements and should not be interpreted as direct measures of the organizational effectiveness of the hotel's knowledge-management system. The weakest tacit item concerned learning from work-related problems (89.8%), while the weakest explicit item concerned the contribution of standard operating procedures to productivity and time efficiency (89.8%). The findings suggest that Daima Hotel Padang has a favorable employee-perception foundation for knowledge sharing and documentation, but management should formalize post-incident learning, mentoring, periodic SOP review, and a centralized digital repository.