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All Journal JURNAL MANAJEMEN DAN AKUNTANSI CAKRAWARTI
Maria Ivelin Nehe
Universitas Bina Sarana Informatika

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Pengaruh Fasilitas dan Kualitas Pelayanan terhadap Kepuasan Pelanggan di Aqilah Vila Bali: The Influence of Facilities and Service Quality on Customer Satisfaction in Aqilah Villa Bali Maria Ivelin Nehe; Wiwin Wianti; Yosie Noverha
Jurnal Manajemen dan Akuntansi Cakrawarti Vol. 1 No. 4
Publisher : PT Cakrawarti Empat Proksi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.67183/jmac.v1i4.219

Abstract

Competition in Bali’s accommodation industry requires villa managers to provide adequate facilities and high-quality services to maintain customer satisfaction. This study aims to analyze the effect of facilities and service quality on customer satisfaction at Aqilah Vila Bali. A quantitative approach was employed with a population of 260 customers during January–March 2026. A sample of 72 respondents was determined using the Slovin formula with a 10% margin of error and selected through probability sampling using simple random sampling. Data were collected through a Google Form questionnaire distributed via WhatsApp and analyzed using SPSS version 27 through multiple linear regression. The resulting regression equation was Y = 13.154 + 0.181X1 + 0.490X2. Facilities had a positive and significant effect on customer satisfaction, with a t-value of 3.681 and a significance level of 0.000, while service quality also had a positive and significant effect, with a t-value of 8.750 and a significance level of 0.000. The simultaneous test produced an F-value of 89.632 with a significance level of 0.000. The R² value of 72.2% indicates that facilities and service quality jointly explain 72.2% of the variation in customer satisfaction.
Co-Authors Wiwin Wianti, Wiwin Yosie Noverha