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Creating Memorable Wedding Experiences: The Effect of Wedding Service Quality on Customer Satisfaction at a Luxury Resort in Bali Luh Komang Ayu Adiriyani; Ni Desak Made Santi Diwyarthi; Ni Kade Juli Rastititi
West Science Interdisciplinary Studies Vol. 4 No. 08 (2026): West Science Interdisciplinary Studies
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsis.v4i08.3006

Abstract

The wedding service industry has become one of the strategic business segments in Bali's hospitality sector, requiring hotels to consistently deliver excellent service quality to create customer satisfaction. This study aims to analyze the effect of wedding service quality on customer satisfaction at Kakanda, Bali. The research employed a quantitative approach using a simple linear regression analysis. The population consisted of 385 domestic and international customers who had previously held wedding events at Kakanda, Bali and submitted service complaints during the 2020–2025 period. Using purposive sampling and the Slovin formula with a 10% margin of error, 79 respondents were selected as the research sample. Primary data were collected through questionnaires using a five-point Likert scale and analyzed using IBM SPSS Statistics Version 26. Instrument testing indicated that all questionnaire items were valid and reliable. The results of the classical assumption tests confirmed that the regression model met the assumptions of normality and homoscedasticity. The regression analysis revealed that wedding service quality has a positive and significant effect on customer satisfaction, with a significance value of 0.000 (<0.05) and a regression coefficient of 0.124. Furthermore, the coefficient of determination (R² = 0.572) indicates that service quality explains 57.2% of the variation in customer satisfaction, while the remaining 42.8% is influenced by other factors outside the research model. Descriptive analysis also showed that wedding service quality received a Very Good rating (mean = 4.28), whereas customer satisfaction was categorized as Good (mean = 3.95). These findings demonstrate that improving service quality, particularly in the dimensions of tangibles, reliability, responsiveness, assurance, and empathy, is essential for enhancing customer satisfaction and strengthening Kakanda, Bali’s competitive position as a premium wedding destination in Bali.
The Effect of Work Motivation on Employee Performance at ABC Hotel Virelion Zachary Rambing; Ni Luh Ketut Sri Sulistyawati; Ni Desak Made Santi Diwyarthi
West Science Interdisciplinary Studies Vol. 4 No. 08 (2026): West Science Interdisciplinary Studies
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsis.v4i08.3003

Abstract

The hospitality industry is highly dependent on human resources because service quality is directly influenced by employee performance. In luxury hotels, employee performance becomes a critical factor in ensuring guest satisfaction, operational excellence, and brand reputation. This study aims to analyze the effect of work motivation on employee performance at ABC Hotel, a five-star hospitality property in Bali with 465 employees across various operational and administrative departments. The research was motivated by customer feedback data from 2023–2025, which indicated that the most frequent guest complaints were related to service speed and service quality, suggesting the importance of improving employee performance. This study employs a quantitative approach using a survey method. The population consists of all employees of ABC Hotel, while the sample of 82 respondents was determined using the Slovin formula with a 10% margin of error. Data were collected through questionnaires using a five-point Likert scale and supported by interviews with the Learning and Development Manager. The independent variable is work motivation, measured through five dimensions: physiological needs, safety needs, social needs, esteem needs, and self-actualization needs. The dependent variable is employee performance, measured through five dimensions: job, career, innovator, team, and organization. Data analysis includes instrument testing, descriptive statistics, and simple linear regression analysis. The study hypothesizes that work motivation has a positive and significant effect on employee performance. The findings are expected to contribute both theoretically to human resource management literature in hospitality and practically to management strategies for enhancing employee motivation and service quality in five-star hotel operations.
Creating Memorable Wedding Experiences: The Effect of Wedding Service Quality on Customer Satisfaction at a Luxury Resort in Bali Luh Komang Ayu Adiriyani; Ni Desak Made Santi Diwyarthi; Ni Kade Juli Rastititi
West Science Interdisciplinary Studies Vol. 4 No. 08 (2026): West Science Interdisciplinary Studies
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsis.v4i08.3006

Abstract

The wedding service industry has become one of the strategic business segments in Bali's hospitality sector, requiring hotels to consistently deliver excellent service quality to create customer satisfaction. This study aims to analyze the effect of wedding service quality on customer satisfaction at Kakanda, Bali. The research employed a quantitative approach using a simple linear regression analysis. The population consisted of 385 domestic and international customers who had previously held wedding events at Kakanda, Bali and submitted service complaints during the 2020–2025 period. Using purposive sampling and the Slovin formula with a 10% margin of error, 79 respondents were selected as the research sample. Primary data were collected through questionnaires using a five-point Likert scale and analyzed using IBM SPSS Statistics Version 26. Instrument testing indicated that all questionnaire items were valid and reliable. The results of the classical assumption tests confirmed that the regression model met the assumptions of normality and homoscedasticity. The regression analysis revealed that wedding service quality has a positive and significant effect on customer satisfaction, with a significance value of 0.000 (<0.05) and a regression coefficient of 0.124. Furthermore, the coefficient of determination (R² = 0.572) indicates that service quality explains 57.2% of the variation in customer satisfaction, while the remaining 42.8% is influenced by other factors outside the research model. Descriptive analysis also showed that wedding service quality received a Very Good rating (mean = 4.28), whereas customer satisfaction was categorized as Good (mean = 3.95). These findings demonstrate that improving service quality, particularly in the dimensions of tangibles, reliability, responsiveness, assurance, and empathy, is essential for enhancing customer satisfaction and strengthening Kakanda, Bali’s competitive position as a premium wedding destination in Bali.
Pengaruh Lingkungan Kerja terhadap Kinerja Karyawan di Pullman Bali Legian Beach Hotel Ni Made Devi Nirmala Damayanti; Ni Desak Made Santi Diwyarthi; Ni Kade Juli Rastitiati
TOBA: Journal of Tourism, Hospitality, and Destination Vol. 5 No. 3 (2026): Agustus 2026
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/toba.v5i3.8828

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh lingkungan kerja terhadap kinerja karyawan di Pullman Bali Legian Beach Hotel. Penelitian menggunakan pendekatan kuantitatif dengan desain deskriptif asosiatif. Sampel penelitian berjumlah 69 karyawan level staf yang dipilih menggunakan teknik stratified random sampling. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan uji validitas, uji reliabilitas, uji asumsi klasik, analisis regresi linier sederhana, uji t, serta koefisien determinasi dengan bantuan SPSS. Hasil penelitian menunjukkan bahwa lingkungan kerja berada pada kategori baik dengan nilai rata-rata 3,56, sedangkan kinerja karyawan berada pada kategori cukup baik dengan nilai rata-rata 3,37. Hasil uji hipotesis menunjukkan bahwa lingkungan kerja berpengaruh positif dan signifikan terhadap kinerja karyawan dengan nilai t hitung 9,451 > t tabel 1,667 dan nilai signifikansi 0,000 < 0,05. Nilai koefisien determinasi (R² = 0,571) menunjukkan bahwa lingkungan kerja memberikan kontribusi sebesar 57,1% terhadap kinerja karyawan, sedangkan 42,9% dipengaruhi oleh faktor lain di luar penelitian. Temuan ini menunjukkan bahwa lingkungan kerja yang nyaman, aman, didukung fasilitas yang memadai, serta hubungan kerja yang harmonis berperan penting dalam meningkatkan kinerja karyawan. Oleh karena itu, manajemen hotel perlu terus meningkatkan kualitas lingkungan kerja, terutama pada aspek fisik yang masih memerlukan perbaikan, guna mendukung produktivitas karyawan dan kualitas pelayanan kepada tamu.
Co-Authors Adinda Prasetya Yulianti Afen Prana Utama Sembiring Ai Rainaya Cahyani Anak Agung Ayu Sri Maharani Anak Agung Gede Rama Kusuma Ningrat Anak Agung Made Restu Adi Wiguna Annisa Larasati Anggreni Ardhana Reswari Masykuri Arnes Yuli Vandika Ayu Irmma Trisania Pramesti Ayu Ulan Permatasari Bambang Suharto Bekti Setiadi Benediktha Aprilliani Midun Cahyo Purnomo Loanata Citrawati, Luh Putu Claudia Claudia Darmawan Listya Cahya Delviola Stefani Paschalia Karnoto Diky Wardhani Dito Anurogo Efa Irdhayanti Eri Mardiani Fachrurazi Fakhri Fakhrur Rozy Felicita Maya Anggita Fitri Rezeki Gusti Agung Ayu Novanda Prabawa Putri Habibi Habibi Harlina, Sitti Hartutik Hartutik Hendri Khuan I Gede Made Indra Guna Saputra I Gusti Agung Gede Witarsana I Made Sucipta Adnyana I Nyoman Sukana Sabudi I Nyoman Triana Putra I Putu Adi Suantara I Putu Aditya Widyanata I Putu Ari Wijaya I Putu Arya Agastya I Putu Arya Dharma Putra Pradyasta I Putu Dharma Arya Pratama I Putu Dipta Surya Surya Advika I Putu Raka Kamista Putra I Putu Sila Smara Lingga Buana I Wayan Adi Pratama I Wayan Adi Pratama I Wayan Jata I Wayan Reyvas Octa Pramesta I Wayan Witranatha Ida Bagus Ade Pradnyana Ida Bagus Yoga Saputra Irfan Maulana Irvan Syahputra Iswanto Iswanto Ivon Arisanti Iwan Harsono Jata, I Wayan Johnatan Christian Emmanuel Juli Rastitiati, Ni Kade Julio Marvel Giri Kadek Andita Dwi Pratiwi Kadek Liana Tejawati Kadek Rian Permana Kadek Rivaldo Grey Kalpikawati, Ida Ayu Ketut Dinda Pebriyanti Ketut Nia Natasha Wira Komang Indah Cahaya Dewi Kosasih Kristiurman Jaya Mendrofa Kusumarini, Indah Loso Judijanto Luh Komang Ayu Adiriyani Made Darmiati Made Kartika Candra Dewi Made Yudhawijaya Maswiartha, Nyoman Gede Muchlis Daroini Muhammad Ade Kurnia Harahap MUHAMMAD YUSUF AR Naufal Rafi Dziaulhaq Nekky Rahmiyati Ni Gusti Ayu Made Yuliana Dewi Ni Kade Juli Rastititi Ni Kadek Ayu Maharani Ni Komang Carrissa Ayu Putri Ni Komang Yuni Pratiwi Ni Luh Gde Sri Sadjuni Ni Luh Putu Dela Pramesti Putri Ni Made Devi Nirmala Damayanti Ni Made Dinda Amara Laksmi Ni Made Riani Puspasari Ni Made Sherly Antari Putri Ni Made Suastini Ni Made Yuna Sugiantari Ni Putu Ayu Gita Sintya Dewi Ni Putu Putri Padma Wulandari Ni Wayan Amelia Pratiwi Ni Wayan Ari Astiti Putri Ni Wayan Chintia Pinaria Ni Wayan Diah Satya Upayanti Odelia Valda Ichwan pinaria, ni wayan chintia Prastha Adyatma Priscilla Patricia Budi Darma Putu Divyanti Permata Devi Rahmi Setiawati Reni Ariasri, Nyoman Robertus Adi Nugroho Sastri Pitanatri, Putu Diah Satria Yudha Arya Wiraraja Septin Maisharah K Sulistyawati, Ni Luh Ketut Sri Virelion Zachary Rambing Wiartha, Nyoman Gede Mas Yanti Setianti Yusda, Desi Derina Zunan Setiawan