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All Journal Cakrawala : Management Science Journal
Yuliani Krisharyati
Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia
Economics, Econometrics & Finance

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Service Quality and Hotel Facilities in Shaping Guest Revisit Decisions Sapto Supriyanto; Yuniarto R. Satato; Bayu Prabowo; Yuliani Krisharyati; Oni Almuchlisun
CAKRAWALA : Management Science Journal Vol. 3 No. 2 (2026): Cakrawala Management Science Journal - September
Publisher : Yayasan Edukasi Cakrawala Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63541/4zfa0f67

Abstract

This study examines the effect of service quality and hotel facilities on guest revisit decisions at Hotel Aston Inn Pandanaran Semarang, a three-star hotel serving business and leisure travelers in Central Java, Indonesia. A quantitative survey design was employed, involving 100 hotel guests selected through purposive sampling. Data were collected using a structured Likert-scale questionnaire covering the five SERVQUAL dimensions, four dimensions of hotel facilities, and indicators of revisit decision. Data were analyzed using multiple linear regression with the assistance of SPSS, following validity, reliability, and classical assumption tests. The results indicate that service quality has a positive and significant effect on guest revisit decisions, hotel facilities also have a positive and significant effect, and both variables jointly explain a substantial proportion of variance in revisit decisions. Service quality emerged as the more dominant predictor compared to hotel facilities. These findings confirm that consistent service delivery and well-maintained facilities are essential levers for guest retention in a highly competitive urban hotel market, and offer practical implications for hotel management seeking to strengthen guest loyalty through service and facility improvement strategies.
Co-Authors Bayu Prabowo Oni Almuchlisun Sapto Supriyanto Yuniarto R. Satato