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All Journal Formosa Journal of Applied Sciences (FJAS)
Suryadi, Sherin Natasha Suryadi
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Control & Systems Engineering Decision Sciences, Operations Research & Management Education Engineering Social Sciences

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The Effect of Service Quality on Customer Satisfaction at the Laguna, a Luxury Collection Resort & Spa, Nusa Dua, Bali Suryadi, Sherin Natasha Suryadi; Sulistyawati, Ni Luh Ketut Sri; Sabudi, I Nyoman Sukana
Formosa Journal of Applied Sciences Vol. 3 No. 8 (2024): August 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/fjas.v3i8.10777

Abstract

Hotels to increase competitiveness need to prioritize customer satisfaction with the quality of service that affects. The study aims to determine the effect of service quality on customer satisfaction of The Laguna, a Luxury Collection Resort & Spa, Nusa Dua, Bali. The data used includes quantitative data in the form of questionnaires and qualitative data in the form of customer complaints and interviews with Human Resources Staff. The sampling technique method used in this research is purposive sampling.  Analysis was carried out using simple linear regression and SPSS version 29 for Windows. This study gives results if Customer Quality (X) has a significant effect on Customer Satisfaction (Y) with a tcount> ttable = 16.010> 1.661 and a significance number < α = 0.000 < 0.05. This study concludes that service quality has a significant effect on customer satisfaction.
Co-Authors Sabudi, I Nyoman Sukana Sulistyawati, Ni Luh Ketut Sri