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Marcus Remiasa
Sekolah Bisnis dan Manajemen, Universitas Kristen Petra, Indonesia
Aerospace Engineering Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics

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Analisa Pengaruh Guest Experience terhadap Guest Satisfaction pada Hotel Majapahit Surabaya Managed by Accorhotels Marcus Remiasa; Laurensia Giovanni Chandra; Deska Andriani Koentjoro
Jurnal Syntax Admiration Vol. 6 No. 1 (2025): Jurnal Syntax Admiration
Publisher : Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/jsa.v6i1.2066

Abstract

This study was conducted to obtain empirical evidence of the influence of guest experience on guest satisfaction at Hotel Majapahit Surabaya Managed by AccorHotels. The research sample consisted of 105 respondents who were drawn using the purposive sampling technique. The respondents were guests who had stayed at Hotel Majapahit Surabaya Managed by AccorHotels. The research hypothesis was tested using multiple linear regression analysis techniques with the help of SPSS version 23. In this study, the dependent variable is guest experience, consisting of 3 components, namely Service product, Servicescape and Service Delivery System, and the independent variable is guest satisfaction which is measured by a likert scale of 1 to 5. The results of this study prove that: 1) overall guest experience has an effect on guest satisfaction, 2) Servicescape has a positive and significant effect on guest satisfaction and. 3) Service products and Service Delivery System have no effect on guest satisfaction.
Co-Authors Deska Andriani Koentjoro Laurensia Giovanni Chandra