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All Journal Jurnal Ilmiah Pariwisata Kesatuan
Nazwa Aulia Adhani
Institut Bisnis dan Informatika Kesatuan

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Pengaruh Kualitas Pelayanan Dan Fasilitas Hotel Terhadap Online Guest Review Pada Swiss-Belhotel Bogor Nazwa Aulia Adhani; Sri Endah Yuwanitiningrum; Danti Astrini
Jurnal Ilmiah Pariwisata Kesatuan Vol. 7 No. 1 (2026): JIPKES Edisi Januari 2026
Publisher : Prodi Pariwisata dan LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jipkes.v7i1.5564

Abstract

The hospitality industry in the digital era faces competition, guest experiences are not only felt during their stay but are also reflected in the reviews they share across various online platforms. Online guest reviews have become a crucial factor in building brand image and influencing prospective guests’ decisions when choosing a hotel. This study aims to analyze the influence of service quality and hotel facilities on online guest reviews at Swiss-Belhotel Bogor. This study applied a quantitative approach involving 100 respondents selected using the Slovin formula and purposive sampling. Data were gathered through questionnaires distributed to guests who had previously stayed at the hotel and were then analyzed using the SEM-PLS method. The results indicate that service quality has a positive and significant effect on online guest reviews, with a coefficient of 0.303 and a p-value of 0.010. Furthermore, hotel facilities have a positive and significant effect, with a coefficient of 0.441 and a p-value of 0.000, demonstrating a more dominant influence compared to service quality. Both variables contribute meaningfully to increasing guests’ intention to write online reviews. These findings improving service quality and effectively managing hotel facilities are essential strategies for maintaining reputation amid the increasingly competitive hospitality industry
Co-Authors Danti Astrini Sri Endah Yuwanitiningrum