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All Journal Journal of Business on Hospitality and Tourism
Chianata, Finny
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Social Sciences

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Examining The Moderating Factor of Perceived Price in Between Employee Performance and Consumer Satisfaction at Grand Inna Hotel Medan Shu, Efin; Chianata, Finny
Journal of Business on Hospitality and Tourism Vol 10, No 1 (2024): June 2024
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jbhost.v10i1.493

Abstract

Consumer satisfaction is one key determinant of the success of a business. The ratings and feedback given by guests about employees at Grand Inna Hotel Medan mostly indicate that employee performance have not met guest expectations, and guests are dissatisfied. This study aims to evaluate the moderating factor of price perception in between employee performance and consumer satisfaction. This research uses the quantitative method. Data collection was done by distributing  questionnaires. The population is all customers of Grand Inna Hotel Medan, with total sample of 96 people that were determined using the Lemeshow formula. The data is analyzed using SPSS statistical software. The findings indicate that employee performance has a significant influence on consumer satisfaction, and price perception negatively moderates the variables. To enhance the perception of appropriate pricing among customers, Grand Inna Hotel Medan needs to consider more transparent pricing strategies and provide value commensurate with the services offered.
Examining The Moderating Factor of Perceived Price in Between Employee Performance and Consumer Satisfaction at Grand Inna Hotel Medan Shu, Efin; Chianata, Finny
Journal of Business on Hospitality and Tourism Vol. 10 No. 1 (2024): June 2024
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jbhost.v10i1.493

Abstract

Consumer satisfaction is one key determinant of the success of a business. The ratings and feedback given by guests about employees at Grand Inna Hotel Medan mostly indicate that employee performance have not met guest expectations, and guests are dissatisfied. This study aims to evaluate the moderating factor of price perception in between employee performance and consumer satisfaction. This research uses the quantitative method. Data collection was done by distributing  questionnaires. The population is all customers of Grand Inna Hotel Medan, with total sample of 96 people that were determined using the Lemeshow formula. The data is analyzed using SPSS statistical software. The findings indicate that employee performance has a significant influence on consumer satisfaction, and price perception negatively moderates the variables. To enhance the perception of appropriate pricing among customers, Grand Inna Hotel Medan needs to consider more transparent pricing strategies and provide value commensurate with the services offered.
Co-Authors Shu, Efin