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All Journal Formosa Journal of Multidisciplinary Research (FJMR)
Adrianto, Nathanael Abel
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Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Education Social Sciences

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Factors Influencing Customer Satisfaction in the Hospitality Industry: A Case Study of Hotel Morina Malang Adrianto, Nathanael Abel; Pasla, Peter Remy Yosy; Widyaningrum, Santi
Formosa Journal of Multidisciplinary Research 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/fjmr.v3i8.10662

Abstract

The tourism industry in Indonesia has shown significant growth over the years, with Malang being one of the popular destinations. Hotel Morina Malang strives to provide the best service to its guests. This study aims to analyze the influence of service quality, hotel facilities, and pricing on customer satisfaction at Hotel Morina Malang. By understanding these factors, the hotel's management can formulate effective strategies to enhance customer satisfaction and competitive positioning. A quantitative approach was used, collecting data through questionnaires from hotel guests. The results indicate that all three factors significantly impact customer satisfaction.
Co-Authors Peter Remy Yosy Pasla Widyaningrum, Santi