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All Journal Formosa Journal of Multidisciplinary Research (FJMR)
Levana Syarifah Ananto
Universitas Udayana
Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Education Social Sciences

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The Influence of Hospitality Service Quality on Hotel Customer Satisfaction in the Hotel Industry: The Moderating Role of Income Levana Syarifah Ananto; Ni Made Purnami
Formosa Journal of Multidisciplinary Research Vol. 4 No. 7 (2025): July 2025
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/fjmr.v4i7.352

Abstract

This study aims to analyze the effect of hospitality service quality on hotel customer satisfaction in Badung Regency by considering the role of income as a moderating variable. The community engagement process was carried out through a survey of 150 hotel customers. The method used is a quantitative approach with an associative design, and data analysis was conducted using path analysis and moderation testing through SmartPLS. The results indicate that hospitality service quality has a positive and significant effect on customer satisfaction, with income strengthening this relationship. The practical implication is that hotels need to adjust their service strategies based on customer income segments to optimally enhance satisfaction.
Co-Authors Ni Made Purnami