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All Journal Jurnal Kawistara : Jurnal Ilmiah Sosial dan Humaniora Trikonomika: Jurnal Ekonomi Asia-Pacific Management and Business Application Jurnal Manajemen Indonesia Syntax Literate: Jurnal Ilmiah Indonesia INTERACTION: Jurnal Pendidikan Bahasa JIIP (Jurnal Ilmiah Ilmu Pendidikan) Jurnal Inovasi Penelitian Akrab Juara : Jurnal Ilmu-ilmu Sosial Prosiding Konferensi Nasional PKM-CSR Media Bina Ilmiah eProceedings of Applied Science Jurnal Indonesia Sosial Teknologi Community Service Seminar and Community Engagement (COSECANT) Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Jurnal Kawistara
Riza Taufiq
Telkom University
Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Journal : Jurnal Manajemen Indonesia

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Hotel Post Covid-19: How Preparedness Affects Guest Satisfaction In A Mid-Scales Hotel Ersy Ervina; Riza Taufiq; Ratu Ratna
Jurnal Manajemen Indonesia Vol 23 No 1 (2023): Jurnal Manajemen Indonesia
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jmi.v23i1.4610

Abstract

Post-pandemic health strategies will be critical to hotel success. Guests' expectations regarding sanitation, cleanliness, safety, and health continue to rise. As a mitigation plan, hotel preparedness is essential to ensure guest satisfaction. Still, few studies examine the relationship between preparedness and guest satisfaction during the COVID-19 pandemic. This study aims to determine the effect of preparedness on guest satisfaction and assess the preparedness’s importance and performance on guest satisfaction in Bandung. The mid-scale hotel category was chosen as the unit of study since it contains the majority of hotels in Bandung. This quantitative cross-sectional study was undertaken. The data was gathered using a questionnaire survey of respondents who had stayed in the mid-scale hotel in Bandung during the pandemic. The data was analyzed using Structural Equation Modeling (SEM) PLS and Importance-Performance Map Analysis (IPMA). According to the research findings, hotel preparedness has a synergic effect on guest satisfaction. Preparedness is a process, not a product, and each practice cannot be attained separately but must be integrated to ensure guest satisfaction. This research contributes that implementing crisis management through preparedness has an essential role in guest satisfaction; practically, hotels are expected to focus on cleanliness quality and strengthen human resources by enhancing employee competencies since they have the highest level of importance in reducing the risk of COVID-19. Keywords— COVID-19, Guest Satisfaction, Mid-Scale Hotel, Preparedness
Co-Authors Anwari Masatip Asep Mulyana Asep Saepulloh Astri Wulandari Axl, Mochamad Azzahra, Fatimah Nur Baharta, Edwin Barus, Kanna Salina Dendi Gusnadi Dwi Andi Numantris Ersy Ervina Fanni Husnul Hanifa Gabriela L Silalahi Ihsan, Muhammad Faridh Insany, Maulani Fauzul Marcelino, Dandy Musadad Musadad Nurlena Nurlena Ratna Wardani Ratu Ratna Rhandy Rhomadhony Rustandi Risma Puspita Dewi Saan, Daffirell Mursad Sanjaya , Afiyanti Putri K. Surya Nurhadi Tito Pandu Raharjo Unang Sunarya Wahyudin, Sadrina Malva Widya Sastika