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Martin Elliott-White
University of Lincoln, United Kingdom
Economics, Econometrics & Finance Social Sciences

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The Effect of Hotel Service Satisfaction on Loyalty: The Role of Gender Adila Sosianika; Lina Setiawati; Nono Wibisono; Lusianus Kusdibyo; Dwi Suhartanto; Agustinus Februadi; Martin Elliott-White
Journal of Marketing Innovation (JMI) Vol. 1 No. 1 (2021)
Publisher : Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (338.536 KB) | DOI: 10.35313/jmi.v1i01.11

Abstract

This study aims to analyze the effects of hotel services satisfaction on three aspects: service product, service delivery, and service environment as well as on the loyalty. There are 210 respondents employed as the sample who visited the hotel in the past month. The analysis technique used is the Structural Equation Model with Partial Least Square. The results showed that all satisfaction variables for hotel services significantly influenced loyalty in both groups of genders.  Based on gender difference, it shows that male groups are more interested in service environment satisfaction and service delivery satisfaction towards loyalty, while female groups are more interested in service environment satisfaction and service product satisfaction towards loyalty.
An Investigation of the Physical Environment and Employee Performance toward Customer Satisfaction in the Luxury Hotel: A Study in Bandung, Indonesia Nono Wibisono; Widi Senalasari; Martin Elliott-White
Journal of Marketing Innovation (JMI) Vol. 2 No. 1 (2022)
Publisher : Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (250.133 KB) | DOI: 10.35313/jmi.v2i1.31

Abstract

This study aims to investigate the relationships between physical environment and employee toward customer satisfaction in luxury-hotels (four-star) and enrich the hoteliers with insight on which attributes of physical environment and employee that are most crucial to increase the satisfaction. Using quantitative approach with a large-scale survey to explore customer satisfaction, data were collected through 300 questionnaires and distributed to guests of luxury hotels around Bandung with 260 questionnaires returned. To analyze the data, a simple regression analysis was run. The main finding showed that customer satisfaction could be explained by physical environment dimension, with the highest contribution came from hotel décor. However, the result also showed that the employee dimension could also explain customer satisfaction. In fact, employee has the strongest impact towards customer satisfaction compared to physical environment. As a conclusion, it can be said that while service constitutes tangible and intangible aspects, this research shows that the intangible aspect seems to play the more vital role in delivering service in the hospitality industry. This paper will help hoteliers of luxury-hotel to decide which factors they should consider the most to increase the satisfaction of their guests.
Co-Authors Agustinus Februadi DWI SUHARTANTO Lina Setiawati Lusianus Kusdibyo Nono Wibisono Sosianika, Adila Widi Senalasari