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All Journal Jurnal Digitalisasi Administrasi Bisnis International Journal of Mathematics, Statistics, and Computing
Mukhlis, Ervie Nur Afifah
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Computer Science & IT Economics, Econometrics & Finance Mathematics

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The Influence of Service Quality on Customer Loyalty at Ibis Hotel Bandung Mukhlis, Ervie Nur Afifah; Nurarifian, Muhammad Chairully; Agustian, Deryl; Syafrilyudin, Rafli; Hidayatullah, Tubagus; Sugiana, Neng Susi Susilawati
International Journal of Mathematics, Statistics, and Computing Vol. 3 No. 4 (2025): International Journal of Mathematics, Statistics, and Computing
Publisher : Communication In Research And Publications

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46336/ijmsc.v3i4.270

Abstract

This study aims to analyze the influence of service quality on customer loyalty at Ibis Hotel Bandung. The hospitality industry is highly competitive, and maintaining customer loyalty is crucial for business sustainability. Service quality is considered a key factor influencing customer decisions to repurchase and recommend hotel services to others. This research uses a quantitative method with a survey approach, involving 100 customers who have stayed at Ibis Hotel Bandung. Data were collected through questionnaires measuring five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The data were analyzed using multiple linear regression to determine the significance of each dimension’s effect on customer loyalty.The results show that service quality significantly influences customer loyalty at Ibis Hotel Bandung. Among the dimensions, reliability and assurance have the highest positive impact, indicating that customers value consistent service performance and the confidence provided by hotel staff. Tangibles, such as cleanliness and room facilities, also contribute to loyalty, though to a lesser extent. Responsiveness and empathy were found to positively affect loyalty by creating comfort and trust in customers during their stay. These findings imply that Ibis Hotel Bandung must continuously maintain and improve its service quality, especially in ensuring reliable and assured services to increase customer retention and recommendations. This study contributes to the hotel management literature by reaffirming that excellent service quality is a strategic asset in building and sustaining customer loyalty in the hospitality industry.
PELAYANAN PUBLIK PENYERAHAN SERTIFIKAT TANAH PADA LOKET PELAYANAN PENYERAHAN DI BADAN PERTANAHAN NASIONAL KOTA BANDUNG Hendriana, Tengku Ine; Sulastri, Tuti; Ratnaningsih, Rini; Liong, Tjang Kian; Mukhlis, Ervie Nur Afifah; Lestari, Annisa Melia
Jurnal Digitalisasi Administrasi Bisnis Vol 2 No 1 (2024): Jurnal Digitalisasi Administrasi Bisnis
Publisher : INSTITUT DIGITAL EKONOMI LPKIA

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Abstract

Badan Pertanahan Nasional (BPN) Kota Bandung adalah instansi yang bertanggung jawab dan berada di bawah naungan dari Kementrian Agraria dan Tata Ruang, melalui Kantor Wilayah BPN Provinsi Jawa Barat yang bergerak dalam Bidang pelayanan dengan tugas penerbitan sertifikat tanah. Bagian yang menjadi tolak ukur kualitas pelayanan adalah Bagian Loket Pelayanan Penyerahan Sertifikat tanah yang memiliki tugas untuk menyerahkan sertifikat tanah kepada Pemilik tanah. Penulis menggunakan metode pengumpulan data kualitatif dengan jenis penelitian menggunakan jenis Deskriptif analisis. Metode tersebut merupakan salah satu metode yang dalam penelitiannya menggunakan data yang telah dikumpulkan dalam bentuk uraian. Hasil yang diperoleh pada kegiatan penyerahan sertifikat bidang tanah ialah terdapatnya penambahan waktu pengerjaan sertifikat tanah yang berdampak pada keterlambatan penyerahan sertifikat bidang tanah dan berdampak pada kepuasan masyarakat mengenai pelayanan publik yang diberikan kepada Pemohon atau masyarakat oleh BPN Kota Bandung. Hasil analisis diusulkan untuk menunjang pelayanan publik dalam penerbitan sertifikat bidang tanah dengan kegiatan Splitcing bidang tanah ialah mengkonfirmasi nomor telepon pemohon oleh petugas pada saat pemohon pertama kali mengisi formulir agar dapat meminimalisir faktor pemohon tidak dapat dihubungi pada saat kegiatan pengukuran bidang tanah dan dapat membantu mempercepat proses pengerjaan sertifikat bidang tanah serta adanya sosialisasi mengenai aplikasi Sentuh Tanahku kepada Pemohon.
Co-Authors Agustian, Deryl Hendriana, Tengku Ine Hidayatullah, Tubagus Lestari, Annisa Melia Nurarifian, Muhammad Chairully Ratnaningsih, Rini Sugiana, Neng Susi Susilawati Syafrilyudin, Rafli Tjang Kian Liong