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INDONESIA
Jurnal Bisnis Hospitaliti
Published by Politeknik Pariwisata Bali
ISSN : 23028343     EISSN : 25812122     DOI : https://doi.org/10.52352/jbh
Core Subject : Science,
Decision Sciences, Operations Research & Management
This journal is dedicated to the dissemination of research on the exploration and optimization of the hospitality business. Firstly published in 2012, this journal invites contribution from scholars around the world for the following interdisciplinary scope: Hospitality management Marketing management in the hospitality industry Human resources management in the hospitality industry Hotel finance management Information and telecommunication technology in the hospitality industry Education and trend in the hospitality industry
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 166 Documents
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PENGARUH INFLUENCER MARKETING TIKTOK DAN CUSTOMER EXPERIENCE TERHADAP REVISIT INTENTION PADA KIDS FRIENDLY HOTEL DI KOTA BANDUNG Agas Maulana Ahyar; Gita Siswhara
JURNAL BISNIS HOSPITALITI Vol 15 No 1 (2026): Jurnal Bisnis Hospitaliti
Publisher : Pusat Penelitian & Pengabdian kepada Masyarakat, Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jbh.v15i1.2418

Abstract

This study aimed to analyze the effects of TikTok influencer marketing and customer experience on revisit intention in kids-friendly hotels in Bandung City. The problem addressed was how influencer content and customer experience contributed to guests’ intention to revisit and recommend the hotel. A quantitative approach was employed using a survey method involving 200 respondents who had stayed at kids-friendly hotels and had been exposed to hotel influencer content on TikTok. Data were collected through structured questionnaires using a five-point Likert scale and were analyzed using Structural Equation Modeling with AMOS. Influencer marketing was measured through credibility, attractiveness, and content quality, while customer experience comprised functional, emotional, and relational dimensions. Revisit intention was reflected by guests’ intentions to return and to recommend the hotel to others. The results indicated that TikTok influencer marketing and customer experience had positive and significant effects on revisit intention. These findings suggested that effective influencer content management and the creation of positive customer experiences played a crucial role in enhancing guests’ intention to revisit and in fostering long-term loyalty.
PERKEMBANGAN PENELITIAN PENGELOLAAN HOTEL BERBASIS SMART TECHNOLOGY: ANALISIS BIBLIOMETRIK DENGAN PENDEKATAN CO-OCCURRENCE, CO-CITATION, DAN BIBLIOGRAPHIC COUPLING I Made Bayu Wisnawa
JURNAL BISNIS HOSPITALITI Vol 15 No 1 (2026): Jurnal Bisnis Hospitaliti
Publisher : Pusat Penelitian & Pengabdian kepada Masyarakat, Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jbh.v15i1.2459

Abstract

The development of smart technology has driven a significant transformation in the management of the hospitality industry. Studies on smart technology in hotel management continue to grow, but comprehensive mapping of the structure, development, and direction of research is still limited. This study aims to analyze the development of smart technology-based hotel management research through a bibliometric approach. Research data was obtained from the Scopus database with a publication range of 2010–2025, which resulted in 68 scientific papers. The analysis was carried out using VOSviewer software by applying keyword co-occurrence techniques, overlay visualization, co-citation analysis, and bibliographic coupling. The results of the study show that the thematic structure of hotel management research is still dominated by the context of the hospitality industry in general, with smart technology playing a role as a supporting instrument for operational management. However, in recent years, the focus of research has shifted towards the use of smart technology as a driver of innovation and sustainability in the hospitality industry. The co-citation analysis reveals that the intellectual foundation of this research rests on the hospitality management literature and qualitative methodological approaches, while bibliographic couplings show that the current research direction is moving towards integration between technological innovation, sustainability, and hotel performance. This research provides an academic contribution by mapping the development and direction of smart technology research in hotel management, as well as practical implications for industry players in designing innovation- and sustainability-oriented digital transformation strategies.
MENJEMBATANI KESENJANGAN KETERAMPILAN AI: KERANGKA PELATIHAN DAN ASSESSMENT BAGI EVENT PROFESSIONAL DI INDONESIA I Wayan Adi Pratama; Jery Christianto
JURNAL BISNIS HOSPITALITI Vol 15 No 1 (2026): Jurnal Bisnis Hospitaliti
Publisher : Pusat Penelitian & Pengabdian kepada Masyarakat, Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jbh.v15i1.2477

Abstract

This study examined the Artificial Intelligence (AI) skills gap among event professionals in Indonesia and developed a contextual training framework to address this issue. A qualitative descriptive approach was employed through in-depth interviews and focus group discussions with event professionals in Bali and Jakarta. The findings indicated that although AI was widely perceived as useful for improving efficiency, significant skill gaps remained at both operational (e.g., prompt engineering, content creation) and strategic levels (e.g., data analytics, AI integration). These gaps were primarily influenced by limited time, high workload, and resistance to technological change. Furthermore, the study identified that existing training programs were often too generic and lacked practical relevance. Therefore, an effective AI training framework should be context-specific, flexible, and application-oriented, incorporating micro-learning formats, case-based learning, and industry practitioner involvement. The study contributed theoretically to AI skills gap literature and practically offered a structured training model to enhance workforce readiness in the event industry.
DARI PAPARAN MENUJU PENGALAMAN: PENENTU KEPUASAN PELANGGAN DAN NIAT PEMBELIAN ULANG DALAM KONSUMSI TEH SUSU ARTISAN Kevin Gustian Yulius; Vasco Adato Haholongan Goeltom; Yosep Dudedes Timba
JURNAL BISNIS HOSPITALITI Vol 15 No 1 (2026): Jurnal Bisnis Hospitaliti
Publisher : Pusat Penelitian & Pengabdian kepada Masyarakat, Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jbh.v15i1.2486

Abstract

This study examined the determinants of customer satisfaction and repurchase intention in artisan milk tea consumption within a contemporary F&B service context. The research addressed four key problems: the effects of social media exposure, perceived product quality, and experiential value on customer satisfaction, as well as the effect of customer satisfaction on repurchase intention. A quantitative approach with a causal hypothesis design was employed, using data collected from 160 respondents through an online questionnaire. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results indicated that social media exposure, perceived product quality, and experiential value all had positive and significant effects on customer satisfaction. Furthermore, customer satisfaction showed a strong and significant effect on repurchase intention. These findings suggested that consumer behavior in artisan milk tea consumption was shaped by the integration of digital engagement, product quality, and experiential factors. The study contributed to the understanding of experiential consumption in the F&B industry and provided practical insights for businesses in developing strategies to enhance customer satisfaction and encourage repeat purchasing behavior.
KONTRIBUSI PEREMPUAN TERHADAP PEMBERDAYAAN MASYARAKAT DALAM PENGEMBANGAN DESA WISATA BATUAN GIANYAR I Gusti Agung Febrianto
JURNAL BISNIS HOSPITALITI Vol 15 No 1 (2026): Jurnal Bisnis Hospitaliti
Publisher : Pusat Penelitian & Pengabdian kepada Masyarakat, Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jbh.v15i1.2532

Abstract

Abstract This study aims to describe women’s contributions to community empowerment in the development of Batuan Tourism Village, Gianyar, within the frameworks of community-based tourism (CBT) and hospitality. A descriptive qualitative design was employed using in-depth interviews with key informants (I1–I5) and interactive data analysis following Miles and Huberman (data reduction, display, and conclusion drawing/verification). The findings indicate that women are positioned as key actors in village tourism development, with contributions that emerge organically from everyday practices. Women’s involvement is strongly associated with household economic improvement through tourism-related activities, while their roles are flexible and multi-functional across sectors. Women also sustain the socio-cultural foundations of the destination through participation in religious activities, consumption-related tasks, and cultural preservation. In addition, women perform micro-level governance at the host–guest interface by mediating customary rules in sacred spaces, including regulating access and ensuring compliance with appropriate dress and conduct in temple areas. Reported benefits include improved service-related knowledge, strengthened community networks, and expanded employment opportunities for women. Nevertheless, participation is not evenly distributed and is constrained by women’s domestic–public double burden and scheduling conflicts with customary obligations. Institutional support from the village government and the presence of Pokdarwis provide a pathway for formalizing women’s roles to strengthen the long-term sustainability of CBT-based village tourism. Keywords: women, community empowerment, tourism village, Batuan Gianyar
STRATEGI PENINGKATAN KUALITAS PELAYANAN DALAM KERAGAMAN KARAKTER TAMU Vanessa Emmanuela Sitanggang; Jonathan Polin Silalahi; Rafli Ihza Mahendra; Rabbani Aidil Rizqi
JURNAL BISNIS HOSPITALITI Vol 15 No 1 (2026): Jurnal Bisnis Hospitaliti
Publisher : Pusat Penelitian & Pengabdian kepada Masyarakat, Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jbh.v15i1.2660

Abstract

This study aims to analyze the service quality at Niagara Hotel Parapat and to formulate strategies to improve service quality in response to the diverse characteristics of hotel guests. A quantitative approach was employed using the Importance Performance Analysis (IPA) and Gap Analysis methods. The findings indicate that the overall service quality at Niagara Hotel Parapat is considered good; however, several service attributes have not fully met guests' expectations. The level of conformity analysis shows that most service attributes achieved high conformity scores, while attribute A10 recorded the lowest conformity level at 71.09%. Furthermore, Gap Analysis revealed an average gap score of -0.26, indicating that the hotel's service performance remains slightly below guest expectations. The largest negative gap was identified in attribute A10, with a score of -1.22. Based on these findings, the recommended improvement strategies include enhancing staff communication skills, responsiveness, complaint-handling abilities, and emotional control when serving guests with diverse characteristics. In addition, periodic service evaluations should be conducted to ensure continuous service quality improvement, thereby increasing guest satisfaction and strengthening the hotel's competitiveness.  

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