Bogor Hospitality Journal
Vol 9 No 2 (2025): Bogor Hospitality Journal

Peran Servicescape dalam Meningkatkan Kualitas Pelayanan Hotel Mewah: Studi Kasus di Four Seasons Resort Bali

Ni Komang Tia Anggreni (Politeknik Pariwisata Bali)
Irene Hanna H. Sihombing (POLITEKNIK PARIWISATA BALI)
Ni Made Suastini (Politeknik Pariwisata Bali)



Article Info

Publish Date
01 Dec 2025

Abstract

This study examines the impact of servicescape on service quality at Four Seasons Resort Bali at Jimbaran Bay. A quantitative approach was employed, utilizing primary data collected from 100 guests who completed questionnaires. The analysis was conducted using simple linear regression with SPSS version 23. The results reveal a significant positive influence of servicescape on service quality, with a significance value of 0.000 (<0.05) and a coefficient of determination (R²) of 0.458, indicating that 45.8% of the variation in service quality is explained by servicescape. Elements such as lighting, scent, and temperature were rated highest for atmospheric comfort, while physical facilities such as room condition and completeness received the lowest scores. The study concludes that servicescape significantly influences service quality and provides recommendations for management to enhance the physical environment to better meet guest expectations.

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Journal Info

Abbrev

bhj

Publisher

Subject

Description

Nature-based Tourism Cultural Tourism Culinary TourismSustainable Tourism Development Community-based Tourism Ecotourism Creative Tourism Social Media for Tourism Marketing Smart Tourism Gastronomy Herbs, Spices, &Traditional Food Cultural Food Studies Food Product & Pastry Food Packaging & Product ...