Journal of Artificial Intelligence and Digital Business
Vol. 4 No. 4 (2026): November - January

The Effect of Customer Satisfaction on the Average Length of Stay of Foreign Guests in Indonesian Hotels

Sopyan, Adi (Unknown)



Article Info

Publish Date
03 Dec 2025

Abstract

The hospitality industry in Indonesia faces challenges in increasing the length of stay (LoS) of foreign guests as a strategy to optimize revenue per guest. Customer satisfaction, as reflected in online reviews, is an important factor in influencing tourists' decisions to choose and extend their stay at a hotel. This study aims to analyze the effect of customer satisfaction based on online reviews on the average LoS of foreign guests in Indonesian hotels. The study uses a quantitative method with a multiple regression approach, utilizing secondary data obtained from online review platforms such as TripAdvisor and Booking.com, as well as hospitality statistics from BPS for the period 2022–2024. The results show that customer satisfaction has a positive and significant effect on the LoS of foreign guests (p < 0.05), with the dimensions of cleanliness, service quality, and location being the main predictors that determine tourists' decisions to extend their stay. These findings indicate that improving customer satisfaction by strengthening these key aspects has the potential to increase the length of stay of foreign tourists and support hotel revenue growth in Indonesia.

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Journal Info

Abbrev

RIGGS

Publisher

Subject

Computer Science & IT Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering

Description

Journal of Artificial Intelligence and Digital Business (RIGGS) is published by the Department of Digital Business, Universitas Pahlawan Tuanku Tambusai in helping academics, researchers, and practitioners to disseminate their research results. RIGGS is a blind peer-reviewed journal dedicated to ...