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All Journal Jurnal Computech & Bisnis (e-Journal) Majalah Bisnis & IPTEK
Annita Jannah
Universitas 17 Agustus 1945 Cirebon
Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education Library & Information Science

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Improving the Quality of Hotel Visitor Services at three- to five-star hotels in Bandung Annita Jannah
Majalah Bisnis & IPTEK Vol. 19 No. 1 (2026): Majalah Bisnis & IPTEK
Publisher : Pusat Penelitian dan Pengabdian Pada Masyarakat (P3M) STIE Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55208/bistek.v19i1.04

Abstract

This research addresses the critical issue of suboptimal service quality in three- to five-star hotels in Bandung. The study aims to investigate the relationship between service quality and visitor loyalty among these hotels. Data collected from a survey of 210 visitors, all of whom have visited at least three times, is employed to test the research hypotheses. The analysis utilizes Structural Equation Modeling with Partial Least Squares (PLS SEM) to evaluate the data. The findings reveal that interaction quality, physical environment quality, and outcome quality significantly impact visitor satisfaction and loyalty. This study is novel in highlighting specific aspects of service quality that directly enhance customer satisfaction in the hotel sector. The implications of this research suggest that hotel management should focus on improving these service quality dimensions to foster greater customer loyalty and satisfaction, ultimately leading to better business performance.
Examining the Relationship Between Marketing Efforts and Visitor Satisfaction Annita Jannah
JURNAL COMPUTECH & BISNIS Vol. 19 No. 2 (2025): Jurnal Computech & Bisnis (e-Journal)
Publisher : LPPM STMIK Mardira Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56447/jcb.v19i2.10

Abstract

This research addresses the critical issue of understanding the determinants of marketing's impact on visitor satisfaction. The study aims to explore how various relationship marketing dimensions influence guest satisfaction in the context of hostels in Bandung. To achieve this goal, the authors employed a survey approach, collecting data from 100 hostel visitors who had made at least two visits. The researchers utilized predictive testing through Partial Least Squares Structural Equation Modeling (PLS-SEM), a methodology commonly applied in marketing and management studies. The findings reveal that relationship marketing, encompassing financial bonds, social bonds, and structural bonds, has a positive and significant effect on visitor satisfaction. This study offers novelty by linking distinct dimensions of relationship marketing directly to visitor satisfaction in an under-researched area. The implications of these results suggest that hostel managers should focus on enhancing relationship marketing strategies to improve visitor experiences and ensure customer loyalty.
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