Journal of Multidimensional Management

The Influence of Social Media on the Decision to Visit Gulamo Tourist Attractions in Kampar Regency

M. Firdaus Alfarizi — 2025-08-03

This study examines the influence of social media on tourists’ decisions to visit the Gulamo Tourist Attraction in Kampar Regency, Indonesia. Using a quantitative, causal-associative approach, data were collected from 100 respondents through structured questionnaires. Descriptive analysis revealed high perceptions of social media’s role in shaping travel behavior, particularly across five dimensions: ease of use, interactivity, entertainment, communication effectiveness, and content credibility. Inferential analysis through simple linear regression confirmed a statistically significant relationship (β = 0.682, p < 0.001), with social media explaining 65.2% of the variance in visit decisions (R² = 0.652). The findings underscore the strategic role of user-generated content and digital engagement in influencing destination choice, especially in under-promoted ecotourism sites. The study contributes to tourism marketing literature by highlighting how social media acts as an effective tool in behavioral persuasion and travel decision-making processes

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

Al Hambra — 2025-08-11

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.

The Influence of Awareness and Communication on Occupational Safety and Health at Pangeran Beach Hotel Padang

Amara Revayani — 2025-08-11

This study investigates the influence of awareness and communication on occupational safety and health (OSH) among employees at Pangeran Beach Hotel Padang. Using a quantitative approach, data were collected through questionnaires distributed to 108 employees and analyzed using multiple linear regression with SPSS version 26.0. The results reveal that both awareness and communication have a positive and significant effect on OSH, both individually and simultaneously. Awareness positively contributes to employees’ adherence to safety procedures, while effective communication enhances the dissemination and understanding of safety information across organizational levels. Together, these variables explain 29.2% of the variance in OSH, indicating that other factors such as work environment, safety culture, and personal protective equipment usage may also play substantial roles. These findings highlight the importance of integrating awareness-building initiatives with effective communication strategies to foster a sustainable safety culture in the hospitality industry

Analysis of Front Office's Role in Managing Guest Voice to Increase Guest Satisfaction at Natra Bintan a, Tribute Portfolio Resort

Andres Ferdana Putra — 2025-08-11

This study investigates the role of the Front Office in managing guest voice to enhance guest satisfaction at Natra Bintan, a Tribute Portfolio Resort. Using a descriptive qualitative approach, data were collected through semi-structured interviews with Front Office staff, direct observations, and documentation review, and validated using methodological triangulation. The findings reveal that the Front Office plays a central role in facilitating communication between guests and management, addressing complaints promptly, and implementing service improvements based on guest feedback. Key functions identified include guest reception, complaint resolution, service personalization, and follow-up actions, which collectively contribute to positive guest experiences. The study highlights that effective guest voice management not only increases satisfaction but also strengthens guest loyalty and brand image in the competitive hospitality sector. Theoretically, this research extends role theory by demonstrating how frontline staff can function as mediators of service quality perception through systematic feedback handling. Practically, it provides actionable insights for hotel managers to integrate structured guest voice management systems into service operations. This integrated approach can serve as a strategic tool to enhance service excellence and maintain competitiveness in the hospitality industry.

The Influence of Career Development and Work Motivation on Employee Loyalty at Hotel Pangeran

Orlen Dani Natsepa — 2025-08-12

This study investigates the influence of career development and job motivation on employee loyalty in the hospitality sector, focusing on Pangeran Beach Hotel Padang, Indonesia. A quantitative research design with a causal-associative approach was employed, using purposive sampling to collect data from 85 hotel employees. Data were obtained through a structured questionnaire measured on a five-point Likert scale and analyzed using multiple linear regression via IBM SPSS Statistics version 26.0. Instrument validity was confirmed through Pearson’s correlation, while reliability was assessed using Cronbach’s alpha, with all variables exceeding the 0.70 threshold. The results revealed that job motivation had a positive and significant effect on employee loyalty, whereas career development, although positively correlated, did not show a statistically significant independent effect. However, both variables jointly had a significant impact on loyalty, highlighting the synergy between long-term career planning and immediate motivational factors in strengthening workforce retention. These findings contribute to the theoretical development of employee loyalty models in emerging hospitality markets and provide practical guidance for hotel managers to prioritize motivation-enhancing strategies alongside structured career development programs

The Influence of Work-Life Balance and Work Discipline on Employee Performance at Aston Batam Hotel and Residence

Fajri Adrizal — 2025-08-12

This study examines the effects of work-life balance and work discipline on employee performance at a four-star hotel in Batam, Indonesia, using a quantitative causal-associative design with purposive sampling of 112 employees from a population of 156. Data were collected through a structured questionnaire adapted from validated hospitality and organizational behavior measures, analyzed using IBM SPSS Statistics 26.0 with validity testing via Pearson’s correlation, reliability via Cronbach’s alpha (≥ 0.70), and classical assumption tests including Kolmogorov–Smirnov, Variance Inflation Factor, and Glejser methods, followed by multiple linear regression analysis. Results show that both work-life balance (β = 0.657, p < 0.001) and work discipline (β = 0.309, p = 0.002) have positive and significant effects on performance, jointly explaining 53.3% of its variance (Adjusted R² = 0.533, F = 62.835, p < 0.001), with work-life balance exerting a stronger influence. These findings highlight the importance for hospitality managers in emerging tourism destinations to integrate employee well-being initiatives, such as flexible scheduling and wellness programs, with strict adherence to service standards and operational discipline, thereby contributing to the hospitality human resource management literature by providing empirical evidence from a rapidly developing tourism hub in Indonesia.

The Relationship Between Price and Location with the Interest of the Academic Community of FPP Laundry at Unp Hospitality Laundry

M. Abdul Rahman — 2025-08-13

This study investigates the influence of price and location on purchase intention in the context of UNP Hospitality Laundry, Indonesia. Using a quantitative approach, data were collected from 150 respondents through purposive sampling and analyzed using descriptive statistics, classical assumption tests, and multiple regression analysis. Results reveal that both price and location have positive and significant effects on purchase intention, with price showing a slightly stronger standardized coefficient. These findings support the Price–Value Theory and Location Theory, emphasizing that competitive pricing aligned with perceived quality, along with strategic and accessible location, are critical determinants of consumer decision-making in service industries. Theoretically, this research extends the application of these theories to the hospitality laundry sector, a relatively underexplored service niche in emerging markets. Practically, the results suggest that service providers should maintain price–quality alignment, improve price accessibility, and enhance location visibility beyond regular operational hours to attract more customers. For hospitality managers, integrating competitive pricing strategies with location-based service improvements may increase customer purchase intention and strengthen market competitiveness. Future studies could incorporate additional variables such as service quality, customer satisfaction, and brand image to provide a more comprehensive understanding of purchase behavior in hospitality services.

The Effect of the Accor Live Limitless (ALL) Loyalty Program on Repurchase Intention Mediated by Guest Satisfaction at Peppers Seminyak Bali

Valentino Yuda Agustin — 2025-08-13

This study investigates the direct and indirect effects of the Accor Live Limitless (ALL) loyalty program on repurchase intention at Peppers Seminyak Bali, Indonesia, with guest satisfaction as a mediating variable. A quantitative research design with an associative–causal approach was employed, involving 100 respondents who were ALL members and had stayed at the hotel within the past year, selected using the Slovin formula (10% margin of error) and simple random sampling. Data were collected through validated self-administered questionnaires on a five-point Likert scale and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) in SmartPLS 4.0. Results revealed that the loyalty program had a positive and significant effect on both repurchase intention (β = 0.239, t = 2.923, p = 0.003) and guest satisfaction (β = 0.373, t = 3.631, p < 0.001). Guest satisfaction also exhibited a strong and significant influence on repurchase intention (β = 0.574, t = 6.513, p < 0.001) and partially mediated the loyalty program–repurchase intention relationship (β = 0.214, t = 2.987, p = 0.003). Theoretically, this research extends loyalty and satisfaction models in luxury hospitality, while practically, it offers insights for hotel managers to optimize loyalty program benefits through personalized rewards, streamlined redemption processes, and consistent service excellence to strengthen guest retention.

The Influence of Instagram Social Media Promotion and Religiosity on the Decision to Stay

M Rasyid Alghifary — 2025-08-14

The rapid expansion of the global halal tourism sector, projected to reach USD 300 billion by 2026, underscores the growing demand for sharia-compliant hospitality services. This study investigates the influence of Instagram-based promotion and religiosity on guests’ decision to stay at Hotel Syariah Rangkayo Basa Padang, Indonesia. A quantitative causal–associative approach was employed, involving 150 purposively selected respondents who had prior exposure to the hotel’s Instagram promotions and had stayed at least one night. Data were collected via a structured questionnaire, validated through expert judgment and pilot testing, and analyzed using SPSS 25. Classical assumption tests confirmed normality, homoscedasticity, and absence of multicollinearity. Multiple regression analysis revealed that both Instagram-based promotion (β = 0.254, p < 0.05) and religiosity (β = 0.220, p < 0.05) significantly and positively affect guests’ decision to stay, jointly explaining 38% of its variance. These findings highlight the strategic importance of integrating visually engaging digital marketing with strong adherence to Islamic service values to enhance brand trust and meet the experiential and spiritual needs of Muslim travelers. The study contributes to halal tourism literature by bridging digital engagement strategies and religiosity-based brand positioning, offering practical insights for sharia-compliant hotel managers.

The Influence of Soft Skills and Discipline on Employee Work Productivity at Bedrock Hotel Kuta Bali

Febri Rahmad Agung — 2025-08-14

The hospitality sector is central to Bali’s tourism industry, where employee productivity directly impacts service quality and competitiveness. This study examines the influence of soft skills and work discipline on employee productivity at Bedrock Hotel Kuta Bali. Using a quantitative causal-associative approach, data were collected from all 55 employees through a validated Likert-scale questionnaire. Soft skills were assessed via communication, teamwork, and initiative indicators, while work discipline included punctuality, adherence to rules, and task consistency. Multiple linear regression analysis, preceded by classical assumption tests, revealed that both soft skills (β = 0.518, p < 0.05) and work discipline (β = 0.577, p < 0.05) significantly and positively affect productivity, jointly explaining 86.6% of its variance. These results highlight that non-technical competencies and behavioral discipline are equally critical for enhancing operational performance in hospitality. Practically, the findings recommend implementing structured training to improve problem-solving, conflict resolution, and teamwork, alongside clear policies that strengthen punctuality and procedural compliance. Theoretically, the study extends human capital perspectives by confirming the complementary role of soft skills and discipline in driving productivity in service-oriented contexts. Future research should incorporate leadership style, organizational culture, and technology adoption to enrich the productivity framework in hospitality operations.

The Influence of Internal Communication and Teamwork on Employee Performance at Natra Bintan A Tribute Portfolio Resort

Akmal Irsan — 2025-08-14

The hospitality industry plays a vital role in tourism by providing accommodation and high-quality service experiences that influence guest satisfaction. This study examines the influence of internal communication and teamwork on employee performance at Natra Bintan, a Tribute Portfolio Resort. Using a quantitative descriptive design with a causal–associative approach, the research involved all 90 employees across various departments, applying a total sampling method. Data were collected via a structured questionnaire tested for validity and reliability, and analyzed with SPSS version 26.0 using descriptive statistics, classical assumption tests, and multiple linear regression. The results show that internal communication (mean = 4.30) and teamwork (mean = 4.38) were rated “very good,” while employee performance achieved an “excellent” rating (mean = 4.53). Regression analysis revealed that teamwork had a strong positive and significant effect (β = 0.868, p < 0.05), whereas internal communication, despite its high score, had no statistically significant effect (β = 0.140, p > 0.05). The model explained 76.6% of the variance in employee performance. These findings highlight teamwork as the primary driver of performance in the hospitality sector, suggesting that management should strengthen collaboration, trust, and psychological safety, while sustaining structured and inclusive communication systems

The Influence of Service Quality and Location on Repurchase Intention at Natra Bintan, A Tribute Portfolio Resort

Rabby Dwi Yendri — 2025-08-14

This study investigates the influence of service quality and location on repurchase intention among guests at Natra Bintan, a Tribute Portfolio Resort, in the Riau Islands, Indonesia—a region experiencing rapid tourism growth and intensifying hospitality competition. Employing a quantitative research design with a causal-associative approach, data were collected through a purposive sampling technique from 175 respondents using a structured, closed-ended questionnaire measured on a five-point Likert scale. Validity and reliability tests confirmed that all measurement items were valid and internally consistent, while classical assumption tests verified that the regression model met normality, heteroscedasticity, and multicollinearity requirements. Multiple linear regression analysis revealed that service quality (β = 0.450, p < 0.001) and location (β = 0.108, p = 0.002) both have positive and statistically significant effects on repurchase intention, with service quality identified as the stronger predictor. Simultaneously, both variables explain 32.7% of the variance in repurchase intention, indicating the importance of enhancing service excellence and leveraging strategic location to sustain guest loyalty. The findings contribute to hospitality literature by reinforcing the dual role of service performance and locational attributes in shaping behavioral intentions and offer practical implications for resort managers to integrate operational service improvement with destination accessibility strategies to maintain competitive advantage.

The Effect of Emotional Exhaustion on Employee Turnover Intention at Pangeran Beach Hotel Padang

Azizah — 2025-08-15

Emotional exhaustion, a central dimension of burnout, is widely recognized as a critical antecedent of employee turnover intention, particularly in high-pressure service sectors such as hospitality. This study investigates the effect of emotional exhaustion on turnover intention among employees of Pangeran Beach Hotel Padang, Indonesia. Adopting a quantitative research design with total sampling, data were collected from 65 employees using a structured questionnaire and analyzed through Partial Least Squares Structural Equation Modeling (PLS-SEM). The results reveal that emotional exhaustion has a positive and significant impact on turnover intention, indicating that higher levels of emotional depletion substantially increase employees’ propensity to leave the organization. Theoretically, the findings extend burnout and turnover literature by providing empirical evidence from the underexplored Indonesian hospitality context. Practically, this study offers insights for hotel managers to implement targeted interventions—such as workload optimization, emotional support programs, and employee engagement initiatives—to reduce burnout and enhance retention. Limitations include the single-hotel focus and cross-sectional design, suggesting that future research should employ longitudinal and multi-site approaches to improve generalizability.

The Influence of Service Quality and Price Perception on Repurchase Intention at Salejourn Cafe and Space Padang

Rahmat Kurniadi Saputra — 2025-08-15

The growth of the coffee shop industry in Indonesia has intensified competition, making customer retention essential for business sustainability. This study examines the influence of service quality and price perception on repurchase intention at Salejourn Cafe and Space Padang. A quantitative, causal–associative approach was applied, involving 130 purposively selected respondents aged at least 17 years who had visited the café within the last three months. Data were collected via a structured five-point Likert scale questionnaire and analyzed using multiple linear regression with SPSS version 26.0. The results show that both service quality (β = 0.145, p < 0.05) and price perception (β = 0.446, p < 0.05) significantly and positively affect repurchase intention, with price perception demonstrating a stronger impact. Together, these variables explain 78.7% of the variance in repurchase intention. The findings suggest that café managers should maintain high service standards while implementing competitive, value-driven pricing to enhance loyalty. Future research should consider additional factors such as brand image and promotional strategies.

The Influence of Corporate Culture on Employee Performance at Daima Hotel Padang

Yulia Asnella — 2025-08-15

This study aims to evaluate the effect of corporate culture on employee performance at Daima Hotel Padang. Employing a quantitative causal-associative design, data were collected from all 60 hotel employees using a saturated sampling technique and analyzed through simple linear regression with SPSS version 26.0. The results reveal a regression coefficient of 0.286 with a significance value of 0.001 (p < 0.05), indicating that corporate culture has a positive and statistically significant influence on employee performance. The coefficient of determination (R²) of 0.182 suggests that corporate culture accounts for 18.2% of the variance in employee performance, while the remaining 81.8% is explained by other factors not examined in this study. These findings underscore the strategic importance of cultivating a strong organizational culture—characterized by shared values, adherence to Standard Operating Procedures (SOPs), effective communication, and supportive leadership—in enhancing service quality, operational efficiency, and interdepartmental collaboration. The study provides both theoretical contributions, by reinforcing the relevance of organizational culture theory in the hospitality sector, and practical implications, by offering actionable insights for hotel managers to strengthen corporate culture as a means of improving employee performance. Future research is recommended to incorporate additional variables such as job satisfaction, leadership style, and employee engagement, as well as to adopt longitudinal or multi-site designs for broader applicability.

The Effect of Workload on Burnout Among Employees at The Balcone Suites and Resort Bukittinggi

Vanessa Anjelita — 2025-08-15

This study investigates the effect of workload on employee burnout in the hospitality industry, using The Balcone Suites and Resort Bukittinggi as a case study. The research is motivated by the high operational intensity in hotels, which may contribute to physical, emotional, and mental exhaustion among employees. A quantitative causal-associative approach was applied, involving a total sampling of 88 permanent employees. Data were collected using a structured Likert-scale questionnaire and analyzed through simple linear regression with SPSS version 25.0, following normality, homogeneity, and linearity assumption tests. The results reveal that workload has a significant positive effect on burnout (p < 0.05), with an Adjusted R2 value of 0.340, indicating that workload explains 34% of the variance in burnout. These findings suggest that as workload increases, burnout levels also rise, underscoring the importance of workload management in reducing employee fatigue and sustaining service quality. This study contributes to the limited empirical literature on workload–burnout relationships in the hotel sector, offering practical implications for managers to implement balanced task allocation, flexible scheduling, and stress management training

Comparative Study: The Effect of Dry Shake and Wet Shake on Residual Taste in Pussyfoot Beverages

Farhan Saputra — 2025-08-15

The beverage industry has experienced increasing diversification in non-alcoholic product offerings, with mocktails gaining popularity due to evolving consumer preferences for healthier alternatives. Among the sensory attributes that influence consumer acceptance, aftertaste plays a critical role in shaping the final perception of beverage quality. This study aimed to compare the effects of dry shake and wet shake techniques on the aftertaste characteristics of the Pussyfoot mocktail. A quantitative experimental approach was employed, involving descriptive organoleptic testing with three trained panelists evaluating five aftertaste indicators—duration, type, intensity, balance, and comfort—across beverages prepared using each shaking method. The results revealed that the dry shake technique produced a longer aftertaste duration and greater intensity, whereas the wet shake method yielded higher balance and comfort ratings, with both techniques generating similar flavor types dominated by sweet and sour notes. These findings highlight that preparation methods significantly affect certain sensory dimensions of mocktails, providing practical implications for beverage practitioners to tailor shaking techniques according to desired flavor outcomes. Future studies should incorporate larger sample sizes and advanced sensory profiling methods to enhance generalizability and deepen understanding of technique–flavor interactions.

The Influence of Job Training and Work Experience on the Quality of Waiters in Padang City

Wahyu Rahmat Rizal — 2025-08-18

The rapid expansion of coffee shops in Padang City has intensified competition, requiring firms to enhance service quality through human capital development. This study investigates the effects of job training and work experience on waiter quality in Padang coffee shops. Using a quantitative causal–associative design, data were collected from 150 respondents selected through purposive sampling, with eligibility criteria including a minimum six-month tenure and direct customer service involvement. A structured questionnaire employing a five-point Likert scale measured job training, work experience, and waiter quality, with validity and reliability confirmed using Pearson correlation and Cronbach’s alpha. Data analysis using multiple linear regression, supported by diagnostic tests for normality, heteroscedasticity, and multicollinearity, revealed that both job training and work experience have positive and significant effects on waiter quality, with work experience exerting a stronger influence. The adjusted R² value of 0.421 indicates that these variables jointly explain 42.1% of the variance in waiter quality, while other factors account for the remaining variance. The findings support human capital theory by demonstrating that structured training improves technical and interpersonal skills, while accumulated experience enhances adaptability, professionalism, and consistency in service delivery. Theoretically, this research contributes to hospitality human resource management literature, and practically, it suggests that managers should prioritize continuous training and provide diverse work exposure to strengthen service quality, improve customer satisfaction, and sustain competitiveness in the coffee shop industry.

The Influence of Work Environment on Employee Job Satisfaction at Turi Beach Resort Batam

Muhammad Arya Farraz Editra — 2025-08-18

The hospitality industry is a central pillar of global tourism growth, where service excellence and employee performance determine customer satisfaction and loyalty. In Indonesia, Batam has emerged as a strategic tourism hub due to its proximity to Singapore and Malaysia, driving rapid expansion of resort-based accommodations such as Turi Beach Resort Batam. Within this context, employee performance is strongly influenced by the work environment, encompassing both physical and non-physical factors that shape satisfaction, motivation, and productivity. This study investigates the effect of the work environment on job satisfaction among 150 employees selected from a population of 239 using Slovin’s formula with a 5% margin of error. Data were collected through a structured Likert-scale questionnaire, and instrument validity and reliability were confirmed through Pearson’s correlation and Cronbach’s alpha tests, with coefficients exceeding the 0.70 threshold. Classical assumption tests indicated that the data met normality, homogeneity, and linearity criteria. Regression analysis results showed a significant positive effect of the work environment on job satisfaction (F = 3.666; p = 0.031 < 0.05), with a determination coefficient (R²) of 0.063, meaning that 6.3% of job satisfaction variance was explained by the work environment, while the remaining 93.7% was influenced by other factors. The findings highlight that safe and supportive workplaces, combined with effective supervision and strong coworker relationships, are critical in fostering employee satisfaction. From a managerial perspective, this study underscores the importance of balancing physical conditions with broader human resource strategies, including compensation, promotion opportunities, and organizational culture, to sustain employee motivation and service quality in hospitality operations.

The Influence of Online Customer Reviews on Hotel Room Purchase Decisions Through Online Travel Agents at Hotel Truntum Padang

Agda Treusna Pamungkas Agda — 2025-08-18

The rapid development of information technology has significantly transformed the hospitality industry, where online customer reviews (OCRs) have become a crucial determinant of consumer behavior in hotel booking decisions through Online Travel Agents (OTAs). This study aims to examine the effect of OCRs on hotel room purchase decisions at Hotel Truntum Padang. Employing a quantitative causal approach, data were collected from 100 respondents using purposive sampling and analyzed through simple linear regression with SPSS version 26. The results revealed that OCRs have a positive and significant impact on purchase decisions, explaining 35.9% of the variance, while the remaining 64.1% is influenced by other factors. These findings confirm the essential role of OCRs in shaping customer trust, credibility, and intention to book, where positive reviews encourage bookings and recommendations, while negative reviews may reduce consumer trust. From a managerial perspective, the study emphasizes the importance of actively managing OCRs by encouraging feedback, responding to negative comments, and utilizing customer reviews as a strategic tool to enhance competitiveness in the hospitality market.