Article Per Year (5 Year)
p-Index From 2020 - 2025
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All Journal Jurnal Ilmu Sosial dan Humaniora International Journal of Economics, Business Management and Accounting
Joselyn Chandrigo
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Dari Lokasi ke Layanan: Dampak Lokasi dan Kualitas Layanan pada Loyalitas Tamu di Mediasi oleh Pengalaman Tamu Danny Philipe Bukidz; Joselyn Chandrigo
SOSMANIORA: Jurnal Ilmu Sosial dan Humaniora Vol. 4 No. 2 (2025): Juni 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/sosmaniora.v4i2.4994

Abstract

This study analyzes the impact of location and service quality on guest loyalty at Aryaduta Hotel Medan, with guest experience as a mediating variable. Using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method, this research involved 100 respondents who had stayed at the hotel. The results show that location does not have a direct significant effect on guest loyalty (coefficient 0.087; p=0.1410), but it significantly enhances guest experience (coefficient 0.386; p=0.0000). Conversely, service quality has a direct significant effect on guest loyalty (coefficient 0.412; p=0.0010) and also improves guest experience (coefficient 0.401; p=0.0000). Guest experience is a significant mediator in the relationship between location and guest loyalty (coefficient 0.182; p=0.0010) as well as between service quality and guest loyalty (coefficient 0.189; p=0.0000). These findings confirmed the importance of guest experience in building customer loyalty. Strategic recommendations include enhancing service quality, optimizing location, and developing more personalized guest experience programs. This study provides insights for the hospitality industry more effective and sustainable customer retention.
The Impact of Customer Reviews, Hotel Location, and Hotel Price Towards Potential Guests’ Intent to Stay at the Ritz- Carlton, Bali Annarica Tisna; Finny Chianata; Joselyn Chandrigo; Michelle Christy; Valerie
International Journal of Economics, Business Management and Accounting (IJEBMA) Vol. 1 No. 2 (2019): July 2019
Publisher : MultiTech Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59890/ijebma.v1i2.228

Abstract

This study examines the influence of customer reviews, hotel location, and hotel price on the intent of potential guests to stay at The Ritz-Carlton, Bali. Through a mixed-methods approach involving surveys, online reviews, and interviews, the research reveals that positive customer reviews significantly contribute to the likelihood of intent to stay, emphasizing the role of online word-of-mouth. Additionally, favorable hotel location emerges as a key driver for guest intent, while the relationship between hotel price and intent proves more complex, indicating a willingness to pay premium prices for positive reviews and desirable locations. These findings provide insights for strategic decision-making in hospitality marketing and management
Co-Authors Annarica Tisna Danny Philipe Bukidz Finny Chianata Michelle Christy Valerie