Journal of Multidimensional Management

The Effect of Trust and Service Quality on Customer Satisfaction at Emersia Hotel & Resort Batusangkar

Sahda Safhira — 2025-08-18

The hospitality industry plays a pivotal role in driving tourism development and regional economic growth, where trust and service quality are widely recognized as fundamental determinants of customer satisfaction. In the face of intensifying global competition and the proliferation of digital booking platforms, hotels are required to ensure not only adequate physical facilities but also consistent, responsive, and reliable service delivery to sustain guest loyalty. This study aims to examine the effect of trust and service quality on customer satisfaction at Emersia Hotel & Resort Batusangkar. A quantitative research design with a causal-associative approach was employed, involving 110 respondents selected through purposive sampling. Data were collected using a structured questionnaire with constructs of trust, service quality, and customer satisfaction, and analyzed using SPSS version 25 through validity and reliability testing, classical assumption testing, and multiple linear regression analysis. The findings indicate that both trust and service quality have a positive and significant effect on customer satisfaction, with an adjusted R² of 0.510, showing that these two variables jointly explain 51% of the variance in satisfaction. The results highlight that improvements in staff competence, responsiveness, and assurance are critical strategies for strengthening guest trust and ensuring sustained competitiveness. This study contributes to the hospitality management literature by providing empirical insights into the determinants of customer satisfaction in a regional hotel context, while offering practical implications for hotel managers seeking to enhance service excellence and long-term customer loyalty.

The Influence of Perceived Service Quality on Service Quality

Sabri Yunus — 2025-08-19

The hospitality industry places service quality as a central determinant of guest satisfaction and competitiveness. This study aims to examine the influence of perceived service quality on overall service quality at Aston Batam Hotel & Residence, Indonesia. A quantitative causal–associative research design was employed, with a total of 100 valid responses collected through purposive sampling of hotel guests. Perceived service quality was measured through three indicators—staff performance, service processes, and service availability—while service quality was assessed using the SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using SPSS 26.0, including assumption testing, linear regression, and coefficient of determination analysis. The results revealed that perceived service quality has a positive and significant effect on service quality (β = 1.531; t = 21.480; p < 0.001), with an R² value of 0.825, indicating that 82.5% of the variance in service quality is explained by perceived service quality. Staff performance and service processes emerged as the strongest perceived indicators, while responsiveness and assurance were the dominant service quality dimensions. The findings confirm the theoretical role of perceived service quality as a critical antecedent of service quality in the hospitality sector and provide managerial implications for hotel operators to strengthen employee training, streamline service processes, improve supporting facilities, and integrate service quality management with online reputation monitoring to sustain competitiveness and customer loyalty.

The Influence of Servicescape on Repurchase Intention at Salejourn Cafe and Space Padang

Abdul Hamid — 2025-08-19

This study investigates the influence of servicescape on repurchase intention at Salejourn Café and Space Padang, motivated by fluctuating transaction volumes and customer complaints regarding ambient conditions, layout, and noise levels that may hinder customer loyalty. Employing a quantitative approach with a causal associative design, data were collected through a structured questionnaire administered to 105 respondents who had visited the café within the past three months. The instrument consisted of 24 items measured on a five-point Likert scale and was tested for validity and reliability, confirming strong construct validity and internal consistency. Data analysis was performed using SPSS 26.0, including descriptive statistics, assumption testing, and simple linear regression. The findings reveal that the servicescape was generally rated good (mean score 68.3%), while repurchase intention was categorized as fairly good (mean score 63.9%). Regression results indicate that servicescape has a positive and significant effect on repurchase intention, with a regression coefficient of 0.725 (p < 0.05) and an R² value of 0.465, meaning that servicescape explains 46.5% of the variance in repurchase intention. These results demonstrate that well-designed physical environments, particularly spatial layout and symbolic elements, enhance customer satisfaction and loyalty, while highlighting the need for improvements in ambient conditions. Theoretically, this study contributes to the literature on consumer behavior in hospitality, and practically, it provides insights for café managers to optimize servicescape design to sustain competitiveness and strengthen repurchase intentions.

The Influence of Work-Life Balance and Job Satisfaction on Turnover Intention Among Generation Z Employees at Four Points by Sheraton Jakarta, Thamrin

Renu Fara Dea — 2025-08-19

The hospitality industry plays a crucial role in tourism competitiveness, yet high turnover intention, particularly among Generation Z employees, remains a major challenge that threatens operational stability and increases recruitment costs. This study investigates the effect of work-life balance and job satisfaction on turnover intention among Generation Z employees at Four Points by Sheraton Jakarta, Thamrin. Using a quantitative design, data were collected from 43 respondents through structured questionnaires and analyzed with SPSS 25.0 using validity and reliability testing, classical assumption testing, and multiple linear regression. The findings show that work-life balance (β = –0.586, p < 0.001) and job satisfaction (β = –0.518, p < 0.001) both have significant negative effects on turnover intention. The model explains 81.6% of the variance (Adjusted R² = 0.816), highlighting that enhancing work-life balance and job satisfaction can substantially reduce turnover intention. These results provide theoretical contributions to employee retention studies and practical implications for human resource strategies in the hospitality industry.

The Influence of Servant Leadership on Employee Satisfaction at Pangeran Beach Hotel Padang

Dimas Rasyihan — 2025-08-19

This study investigates the influence of servant leadership on employee satisfaction within the hospitality industry by examining key leadership dimensions such as compassion, empowerment, vision, humility, and trust. Using a quantitative approach, data were collected from 88 respondents through structured questionnaires and analyzed with SPSS version 26. The analysis included descriptive statistics, validity and reliability testing, classical assumption testing, and hypothesis testing through regression analysis. Results show that servant leadership has a significant positive effect on employee satisfaction, with all leadership indicators demonstrating strong contributions to fostering a supportive and motivating work environment. Employee satisfaction was found to be in the very good category, reflecting positive perceptions toward job involvement, morale, discipline, and performance. These findings highlight that servant leadership not only enhances employee satisfaction but also supports organizational effectiveness by reducing turnover intention and improving overall service quality. The study provides valuable managerial implications for hospitality organizations, emphasizing the need for leaders to adopt servant leadership practices as a strategic approach to strengthen employee engagement and satisfaction.

The Influence of Compensation and Benefits on Employee Performance at Aston Batam Hotel and Residence

Yogi dirvana putra Yogi — 2025-08-19

This study investigates the influence of compensation and benefits on employee performance in the hospitality industry, with a case study at Aston Batam Hotel and Residence, Indonesia. A quantitative approach with a causal-associative design was employed, involving 82 employees selected using convenience sampling. Data were collected through a structured questionnaire measured on a five-point Likert scale and analyzed using multiple linear regression with SPSS 26.0, including validity, reliability, and classical assumption tests. The results reveal that compensation and benefits, both individually and simultaneously, do not have a significant effect on employee performance, with a coefficient of determination (R²) of only 0.030. This finding suggests that compensation and benefits explain merely 3% of performance variance, while 97% is influenced by other factors such as motivation, leadership, organizational culture, and workplace environment. The study highlights the need for hotel management to adopt a more comprehensive human resource strategy that integrates financial and non-financial rewards with leadership development and organizational support to enhance employee performance and sustain competitiveness in the hospitality industry.

The Influence of Online Customer Reviews on the Purchase Decision of Room Services at Turi Beach Resort Batam

Rahmat Riski — 2025-08-19

In the digital era, online customer reviews have become a critical factor influencing consumer behavior, particularly in the hospitality industry where service quality and trust are decisive. This study aims to analyze the influence of online customer reviews on purchase decisions for room services at Turi Beach Resort Batam, one of the leading resorts in Indonesia’s border tourism area. Employing a quantitative approach, data were collected from 100 guests who made reservations through online travel agents (OTAs) and digital platforms. The data were analyzed using regression analysis to test the significance of the relationship between online customer reviews and purchase decisions. The results indicate that online customer reviews have a strong and significant positive effect on the purchase decision of room services, with an R² value of 0.646 and a p-value < 0.001. These findings highlight that potential customers perceive online reviews as a reliable source of information that reduces uncertainty and enhances confidence in their booking decisions. The study underscores the importance for hospitality managers to actively monitor, manage, and respond to online reviews as part of their digital marketing and reputation management strategies. This research contributes to the growing literature on electronic word-of-mouth (e-WOM) and consumer decision-making in the hospitality sector, while also offering practical implications for resort operators seeking to strengthen competitiveness through digital engagement.

Standardization of Virgin Mojito Mocktail Beverages in Sebungkus Indonesia

Alfito Dimas Cahyadi Kang — 2025-08-19

The food and beverage industry increasingly emphasizes innovation and consistency to ensure consumer satisfaction and operational efficiency. Within this context, mocktails such as the Virgin Mojito are gaining popularity due to their refreshing sensory attributes and health-related benefits, yet inconsistent preparation often reduces customer satisfaction. This study aimed to develop a standardized Virgin Mojito recipe at Sebungkus Indonesia to ensure uniform quality across different preparations. The research employed an experimental design by comparing two formulations—one currently used at Sebungkus Indonesia and one adapted from literature—followed by refinement into a gram-based standardized recipe. Sensory evaluation was conducted by three expert panelists using a hedonic scale across six indicators: acidity, sweetness, aroma, colour, balance, and presentation. The results showed that the Sebungkus Indonesia recipe performed better than the literature-based version, and after refinement, the standardized recipe achieved an overall mean score of 3.66 (“highly liked”), representing a significant improvement from the initial 2.83 (“liked”). The highest increase was recorded in aroma (4.00), while presentation and colour also contributed substantially to acceptance. These findings highlight that precise measurement and process standardization enhance beverage quality, reduce variability, and strengthen consumer satisfaction. The study contributes practically by providing Sebungkus Indonesia with a reliable recipe for consistent service, and theoretically by demonstrating the strategic role of recipe standardization in quality management and competitiveness within the hospitality sector.

The Influence of Organizational Support and Job Satisfaction on Employee Performance at Truntum Hotel Padang

Ela Ardiva — 2025-08-19

This study examines the influence of organizational support and job satisfaction on employee performance at Truntum Hotel Padang. Using a quantitative causal-associative approach, data were collected from 75 employees through a saturated sampling technique. Structured questionnaires were distributed, and the data were analyzed using multiple linear regression with SPSS version 25. The findings indicate that organizational support does not have a significant direct effect on employee performance, while job satisfaction exerts a positive and significant influence. Furthermore, the simultaneous test results reveal that organizational support and job satisfaction together significantly affect employee performance, with an Adjusted R² value of 0.291. This implies that 29.1% of the variation in employee performance can be explained by these two variables, while the remaining 70.9% is influenced by other factors outside the scope of this study. These results highlight the critical role of job satisfaction in enhancing employee performance in the hospitality sector and suggest that hotel management should strengthen organizational policies and practices that foster employee satisfaction and well-being to ensure sustainable service quality and competitiveness.

The Influence of Job Performance on Employee Career Development at Truntum Hotel Padang

Saniyyah Fitri — 2025-08-20

This study aims to analyze the influence of job performance on employee career development in the hospitality sector, with a specific focus on Truntum Hotel Padang. A quantitative research design with a causal associative approach was employed, involving a total sample of 76 permanent employees. Data were collected through a structured questionnaire and analyzed using simple linear regression with SPSS version 25. The findings reveal that job performance has a positive and significant effect on career development, with a regression coefficient (β = 0.303, p < 0.05) and an R² value of 0.064. This indicates that 6.4% of the variance in career development can be explained by job performance, while the remaining proportion is influenced by other factors. Theoretically, this study contributes to career development literature by providing empirical evidence from the Indonesian hospitality industry, which remains underexplored. Practically, the findings suggest that hotel managers should design fair appraisal systems, transparent promotion pathways, and inclusive human resource policies to enhance employee motivation and retention. The study also highlights the importance of integrating performance management with organizational support practices.

The Influence of Reservation Agent Service Quality on Guest Room Booking Decisions at Jumeirah

Angel Vita Triana — 2025-08-20

This study investigates the influence of reservation agents’ service quality on guests’ booking decisions at Jumeirah Bali, a five-star luxury hotel facing increasing competition from online travel agencies (OTAs). Using a quantitative descriptive approach with a causal-associative design, data were collected from 100 respondents selected through purposive sampling, and analyzed using simple linear regression supported by validity, reliability, and classical assumption tests. The results reveal that service quality significantly affects booking decisions, with a regression coefficient of 0.618 and R² of 0.485, indicating that nearly half of the variance in guest decisions is explained by service quality. Politeness, professionalism, and product knowledge were identified as the strongest dimensions, while responsiveness and attentiveness, though satisfactory, require further improvement. These findings underscore the strategic role of reservation agents as the first service encounter that shapes guest perceptions, enhances direct booking performance, and strengthens long-term loyalty in a competitive hospitality market.

The Influence of Compensation and Work Motivation on Employee Job Satisfaction at Montigo Resorts Nongsa Batam

Rezka Makhfirah — 2025-08-20

This study aims to analyze the effect of compensation and work motivation on employee job satisfaction at Montigo Resorts Nongsa Batam. A quantitative research method with a causal associative approach was employed, involving 130 permanent employees as respondents selected through a survey. Data were collected using an online questionnaire and analyzed using multiple linear regression with the assistance of SPSS version 25. The findings reveal that job satisfaction was categorized as very good (mean score = 4.21), compensation was also in the very good category (4.25), and work motivation was in the very good category as well (4.28). Partial tests indicate that compensation has a significant effect on job satisfaction, and work motivation also has a significant effect. Simultaneous testing demonstrates that compensation and work motivation jointly exert a significant effect on job satisfaction, with an F- value of 12.710 exceeding the critical value of 3.07 and a significance level of 0.000 (<0.05). The Adjusted R² value of 0.154 indicates that 15,4% of the variance in job satisfaction is explained by compensation and work motivation, while the remaining 84,6% is influenced by other factors beyond the scope of this study.

The Influence of Price and Online Promotions on Guest Loyalty at Aston Batam Hotel and Residence

Haura sonia Listi — 2025-08-20

This study investigates the influence of price and online promotion on guest loyalty at Aston Batam Hotel and Residence, addressing the growing competition in the hospitality industry where pricing strategies and digital marketing have become critical determinants of success. Using a quantitative research design with a causal associative approach, data were collected from 130 hotel guests selected through purposive sampling, employing structured questionnaires that were tested for validity and reliability. The data were analyzed using multiple linear regression with SPSS 25, supported by classical assumption tests. The findings reveal that both price and online promotion significantly and positively affect guest loyalty, both individually and simultaneously, with an adjusted R² value of 0.883. This indicates that 88.3% of the variation in guest loyalty is explained by the two variables, while the remainder is influenced by other factors. The study contributes to the hospitality marketing literature by highlighting the synergistic role of competitive pricing and consistent digital promotion in sustaining guest loyalty, and it provides practical implications for hotel managers to enhance customer retention in increasingly competitive markets

The Influence of E-Service Quality on Customer Engagement at Pangeran Beach Hotel

Figo Armando Sufli — 2025-08-20

Digital transformation in the hospitality industry has enhanced the role of Online Travel Agent (OTA) platforms in reservation processes and customer interactions. This study aims to examine the influence of e-service quality on customer engagement at Pangeran Beach Hotel Padang. E-service quality is measured across seven key dimensions: efficiency, fulfillment, reliability, privacy, responsiveness, compensation, and contact. Meanwhile, customer engagement is assessed through four indicators: learning, sharing, advocating, and socializing. Employing a quantitative causal-associative approach, data were collected through questionnaires distributed to 90 guests who made reservations via OTA. The data were analyzed using simple linear regression with SPSS version 31. The findings indicate that e-service quality has a positive and significant effect on customer engagement (R² = 0.308; p < 0.05), implying that the better the electronic service quality provided by the hotel, the higher the level of customer engagement. These results underscore the importance of improving digital services to enhance customer loyalty and foster sustainable interactions in the era of technology-driven hospitality.

The influence of location and ambient conditions on repurchase intention at Dendivila Coffee Saniangbaka Solok

Vina Yuniar — 2025-11-07

This study examines how location and ambient conditions, treated as core servicescape cues, shape repurchase intention at a lakeside coffee shop in Solok, Indonesia. Using a quantitative, causal-associative design, we surveyed customers with five-point Likert measures and analyzed the data with multiple linear regression (n = 118; purposive sampling). Measurement quality checks covered normality, heteroscedasticity, and multicollinearity diagnostics, and model adequacy was assessed with F-tests and adjusted R². Both predictors were significant: location (β = 0.389, p < .001) and ambient conditions (β = 0.330, p < .001). The model explains 41.4% of the variance in repurchase intention (adjusted R² = 0.414; F(2,115) = 42.40, p < .001), indicating medium practical effects. The contribution is the contextualization of servicescape effects in a peri-urban, view-centric setting where access, visibility, thermal comfort, and music audibility can fluctuate with weather and visitor density. From a managerial perspective, prioritizing clear access and parking, improving pedestrian visibility, regulating temperature and airflow, and calibrating music by time of day are actionable levers to stabilize repeat patronage. Future research should incorporate additional servicescape dimensions (for example, layout and signage), test mediation by satisfaction or perceived value, and validate the measurement model using confirmatory factor analysis.

The Influence of Education Level and Work Experience on Employee Performance at Taman Nongsa Indah Village Batam

Agnesti Novela — 2025-11-07

This study examines whether education level and work experience shape employee performance at Taman Nongsa Indah Village, Batam. Using a quantitative, associative cross-sectional design, all 60 permanent employees were surveyed (total sampling). Education level (13 indicators) and work experience (12 indicators) were measured via structured questionnaires; performance used company evaluation data. After meeting classical assumptions, multiple linear regression showed: education level had no significant effect on performance (t = 1.077, p = 0.286); work experience had a negative, significant effect (t = −2.948, p = 0.005; β = −0.432); jointly, both predictors were significant (F = 4.537, p = 0.015) with R² = 0.137. Descriptively, performance averaged 81.63—below the company target of 85. The counter-intuitive negative effect of experience is discussed through burnout, complacency, technology-adaptation gaps, appraisal bias, and career-plateau issues. Managerial implications include anti-burnout initiatives, revitalized training (including digital upskilling), appraisal redesign to capture mentoring/complex problem-solving, clearer career paths, and performance-linked rewards. Future research should incorporate additional determinants (e.g., motivation, leadership, culture) and longitudinal designs to probe non-linear experience–performance dynamics.

The Influence of Internal Communication On Employee Productivity At The Axana Hotel Padang

Arda Dian Nugraha Arda — 2025-11-07

This study aims to analyze the effect of internal communication on employee productivity at The Axana Hotel Padang. The research employs an associative quantitative approach with a population of 61 employees, using a total sampling technique. Data were collected through a Likert-scale questionnaire that had been tested for validity and reliability. The results of multiple linear regression analysis show that internal communication (regression coefficient = 0.401; t = 3.892; p = 0.000) has a positive and significant effect on employee productivity. Path analysis indicates that the direct influence of internal communication on employee productivity is 0.605, while the indirect effect through other variables is 0.088, resulting in a total effect of 0.693. These findings demonstrate that effective internal communication can significantly enhance employee productivity. The results of this research are expected to serve as a reference for hotel management in formulating more effective and productive human resource policies

The Effect of Job Satisfaction on Employee Performance at Daima Hotel Padang

Rini Deswita — 2025-11-07

This study aims to determine the effect of job satisfaction on employee performance at Daima Hotel Padang. The research method used was quantitative research using the causal associative method. The population in this study was all 62 Daima Hotel Padang employees, who were selected as respondents using a saturated sampling technique. Data were collected through questionnaires and analyzed using SPSS version 29.00, using validity and reliability tests, and simple linear regression analysis. The results showed that employee job satisfaction was classified as good, with a score of 84.86%, while employee performance was also classified as good, with a score of 80.87%. Based on the results of the hypothesis test, the t-value was 5.953 with a significance level of 0.001 (<0.05), indicating that job satisfaction has a positive and significant effect on employee performance at Daima Hotel Padang. These results indicate that increased job satisfaction can directly impact employee performance and overall hotel service quality.

Customer Experience Analysis for Students Visiting Cafes in Padang City

Pipi Agustina — 2025-11-07

Cafes have become one of the favorite places for students in Padang. Nowadays, cafes are not just places to eat and drink but have developed into multifunctional spaces. For students, cafes become places to study, discuss, relax, and express themselves. This study aims to analyze the experience of student customers in cafes based on five customer experiences indicators: Sense, Feel, Think, Act, and Related Experience. The method used is qualitative with a phenomenological approach with data collection through interviews, observations, and documentation. The analysis technique in this study includes four stages: data collection, data reduction, data presentation, and drawing conclusions. The results show that Sense Experience is influenced by interior design, cleanliness, and the appearance of employees and visitors. Feel Experience is related to comfort, tranquility, and social interactions that create a relaxed atmosphere. Think Experience arises from a different atmosphere, adequate facilities, and a combination of coffee aroma and music that encourages creative ideas. Act Experience supports learning activities, relaxation, and social interaction, while Relate Experience emphasizes social relationships and identity through cafe facilities, menus, and aesthetics. These findings confirm that comprehensive customer experience management can increase satisfaction, loyalty, and memorability experiences for students

Analysis Factors Which Influence Students Make a Visit to Cafe in City Padang

Dinda Jumaisha — 2025-11-07

This research is motivated by the phenomenon of the proliferation of cafes in Padang City, which has led to an increase in the culture of hanging out and visiting cafes among students in Padang City. Cafes no longer provide consumption needs but have become useful social spaces. The purpose of this study is to determine the factors that influence students to visit cafes in Padang City. This study uses a qualitative method with a phenomenological approach. Data were collected through observation, documentation, and interviews. Data analysis techniques in this study include four stages: data collection, data reduction, data presentation, and drawing conclusions. The results of this study indicate that there are cultural, social, personal and psychological factors that influence students in visiting cafes in Padang City. The dominant factors are psychological and social factors because students visit cafes to create emotional comfort and fulfill social interactions.