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I Ketut Andika Priastana
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darma.susila@triatmamulya.ac.id
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Jurnal Mosaik Hospitaliti
Published by Universitas Triatma Mulya
ISSN : 26567571     EISSN : 30637090     DOI : https://doi.org/10.51713/jmh
Core Subject : Economy, Humanities, Science, Social,
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences
Jurnal Mosaik Hospitaliti: a research journal with the abbreviation JMH is a journal that contains scientific papers from research results, case studies, conceptual and practitioner studies, and policy and managerial analysis related to the tourism and hospitality sector in a national and global context. The objectives and scope of JMH are Tourism Quality, Hospitality Industry Quality, Tourism Marketing Quality, Hospitality Marketing Quality, Tourism Human Resource Management Quality, Tourism Business Management Quality, Tourism Service Quality, Hospitality Service Quality, Tourism Sustainability, Hospitality Industry Sustainability, Green Tourism, Green Hotel Industry, Digital Tourism, Tourism Policy.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Menejemen Teknologi dan Inovasi
Articles 51 Documents
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Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Tamu di Hotel Blue Karma Seminyak Dewi, Ni Made Diana Yunita; Widiantara, I Gusti Agung Bagus; Widyaningsih, Ni Putu Putri
Jurnal Mosaik Hospitaliti Vol. 7 No. 2 (2025): Desember
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7245

Abstract

The growth of tourism in the Seminyak area of Bali has had a significant impact on the increase in hotel occupancy, including Hotel Blue Karma Seminyak. However, mixed guest reviews indicate an imbalance between expectations and reality of the services and facilities provided. This study aims to analyze the effect of service quality and facilities on guest satisfaction partially and simultaneously, and identify the dominant variables that affect satisfaction. This study uses a quantitative approach with a survey method through a closed questionnaire to 90 respondents selected by purposive sampling. Data analysis was carried out using validity, reliability, classical assumption, multiple linear regression, t test, F test, and coefficient of determination. The results showed that both service quality and facilities had a positive and significant effect on guest satisfaction. The service quality variable has a dominant influence with the highest standardized beta value (0.423), compared to facilities (0.389). Simultaneously, both variables were able to explain 50.8% of the variation in guest satisfaction. This finding confirms the importance of improving aspects of service and facilities to build an optimal stay experience.
Pengaruh Kualitas Makanan dan Pelayanan Terhadap Kepuasan Tamu di Restoran Kura-Kura pada Oberoi Beach Resort Bali Paramita, Kadek Herdina Pradnya; Dewi, Desak Made Purnama; Suriyani, Ni Nyoman Ayu
Jurnal Mosaik Hospitaliti Vol. 7 No. 2 (2025): Desember
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7246

Abstract

This study aims to determine the effect of food quality and service quality on guest satisfaction at Kura-Kura Restaurant, located in the Oberoi Beach Resort Bali. The background of the research emphasizes the importance of food and service quality as crucial factors influencing customer satisfaction in luxury restaurant settings. The research uses a quantitative method with data collected from 70 respondents through a structured questionnaire. The data were analyzed using multiple linear regression with the support of SPSS version 22. Preliminary tests including validity, reliability, and classical assumptions (normality, multicollinearity, and heteroscedasticity) were also conducted. The results show that both food quality and service quality have a positive and significant effect on guest satisfaction, both partially and simultaneously. Among the two variables, service quality has the more dominant influence, with a standardized coefficient of 0.263 compared to 0.240 for food quality. This suggests that while both aspects are important, improving service quality has a slightly stronger impact on enhancing guest satisfaction. The coefficient of determination (R²) indicates that 33.9% of guest satisfaction is explained by the two independent variables studied, while the remaining 66.1% may be influenced by other factors not included in this research. The study concludes that maintaining high standards in both food and service quality is essential for guest satisfaction. Therefore, it is recommended that the restaurant management conduct regular customer satisfaction surveys, maintain consistency in food quality, and invest in continuous staff training to enhance service performance.
Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Kepuasan Tamu di Virgin Villa Ubud Dewi, Ni Wayan Mery Sintya; Putra, Putu Guntur Pramana; Suryaningsih, Ida Ayu Anggreni
Jurnal Mosaik Hospitaliti Vol. 7 No. 2 (2025): Desember
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7247

Abstract

Virgin Villa Ubud is one of the private villas in the Ubud area located on Jalan Suweta, Ubud District, Gianyar Regency. The facilities and quality of service provided are important elements that determine guest experience and guest satisfaction. Broadly speaking, measuring guest satisfaction can be done from the assessment of guests who have stayed. Based on the data obtained, it was found that the satisfaction of guests who have stayed at Virgin Villa Ubud can be categorized as still less satisfied with the facilities and quality of service. The facilities available at this villa also require improvements such as the path to the room that becomes slippery during the rainy season, the edge of the swimming pool that needs to be repaired, and the breakfast provided by the villa is less varied in the vegetarian menu. This study aims to determine the effect of facilities and service quality on guest satisfaction. The location of this study was Virgin Villa Ubud. Data collection techniques used were observation, questionnaires and interviews. The population used guests at Virgin Villa Ubud with a sample of 100 respondents. Data analysis techniques used were descriptive statistical analysis, data instrument testing, classical assumptions, multiple linear regression, T- test and F-test of determination. The results of the study indicate that facilities have a positive and significant influence on guest satisfaction, service quality has a positive and significant influence on guest satisfaction, facilities and service quality have a 57.5% influence on guest satisfaction, and service quality has a more dominant influence on guest satisfaction.
Pengembangan Fasilitas Penunjang Untuk Mendukung Perkembangan Pariwisata Di Desa Belumbang Tabanan Kardana, I Ketut
Jurnal Mosaik Hospitaliti Vol. 7 No. 2 (2025): Desember
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7248

Abstract

The development of tourism in rural areas requires adequate supporting facilities to ensure visitor comfort, safety, and satisfaction. Belumbang Village, located in Tabanan Regency, has significant tourism potential based on its natural landscapes, cultural attractions, and local community activities. However, the limited availability and quality of supporting facilities such as access roads, sanitation, signage, resting areas, and basic tourism infrastructure have become obstacles to the optimal growth of tourism in the village. This study aims to analyze the development of supporting facilities needed to enhance tourism growth in Belumbang Village. A qualitative descriptive approach was applied through field observations, interviews with local stakeholders, and documentation studies. The findings indicate that improving supporting facilities plays a crucial role in increasing tourist accessibility, improving visitor experience, and strengthening community participation in tourism development. The study highlights the importance of integrated facility planning that aligns with local potential, environmental sustainability, and community-based tourism principles. The results are expected to provide practical recommendations for local governments and village stakeholders in developing sustainable tourism facilities that contribute to the long-term tourism growth of Belumbang Village.
Pengaruh Kualitas Makanan dan Komunikasi Terhadap Kepuasan Pelanggan di Warung Dedalu Kerobokan Bali Ni Putu Lovi Agustiari; Desak Made Purnama Dewi; Anak Agung Ratih Wijayanti
Jurnal Mosaik Hospitaliti Vol. 8 No. 1 (2026): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2026.8150

Abstract

This study aims to determine and analyze the effect of food quality and communication, both partially and simultaneously, on customer satisfaction at Warung Dedalu, Kerobokan, Bali. The research was motivated by customer complaints regarding inconsistent food taste, incorrect orders, and service delays caused by ineffective communication between employees and with guests. This research uses a quantitative approach with survey methods. Data were collected through questionnaires distributed to 100 customers as respondents. Data analysis employed multiple linear regression, statistical descriptive, instrument testing, and classical assumption tests. The results showed that partially, food quality and communication had a positive and significant effect on customer satisfaction. Simultaneously, both variables also had a significant effect. Communication was found to be more dominant than food quality. The findings suggest improving communication training and maintaining consistent food quality to enhance customer satisfaction and loyalty.
Analisis Penerapan Standar Operasional Prosedur Individual Check In Dan Check Out Oleh Resepsionis Di Vila De Umah Bali Eco Tradi Home I Wayan Dedi Laksamana Putra; Ni Nyoman Nidya Trianingrum
Jurnal Mosaik Hospitaliti Vol. 8 No. 1 (2026): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2026.8151

Abstract

This study aims to analyze the implementation of Standard Operating Procedures (SOPs) in the individual check-in and check-out process by the receptionist at Vila De Umah Bali Eco Tradi Home. The issues examined include: (1) how the individual check-in and check-out SOPs are implemented, (2) what obstacles the receptionist faces in implementing them, and (3) how guests respond to the service. This study used a descriptive qualitative method. The research sample was determined using a saturated sampling technique due to the small population size, namely 15 individual guests who stayed during the data collection period. Data collection techniques included observation, interviews, documentation, and questionnaires. Data were analyzed descriptively to describe the implementation of the SOPs and the level of guest satisfaction. The results showed that the check-in and check-out SOPs were consistently implemented, despite operational constraints such as limited night staff and the absence of bellboys. The receptionist demonstrated a high level of understanding of the SOPs and was able to coordinate tasks with the night security guards. Based on the results of a questionnaire distributed to 15 guests, the satisfaction level with check-in and check-out services reached 95.06%, falling into the "Very Satisfied" category. The study concluded that the implementation of SOPs was effective and aligned with the villa's eco-friendly concept. Despite operational challenges, service remained efficient and met guest expectations.
Pemasaran Daya Tarik Wisata Mahagangga Valley di Desa Ababi Kabupaten Karangasem Ni Putu Oka Wahyuni
Jurnal Mosaik Hospitaliti Vol. 8 No. 1 (2026): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2026.8152

Abstract

Mahagangga Valley of Ababi Village, Karangasem Regency is a tourist attraction which carry on the concept of nature-based tourism. Mahagangga Valley has a great potential to attract domestic tourist and foreigners who love nature. This study is aimed at knowing the marketing strategy done by the tourist attraction management of Mahagangga Valley and analyzing the marketing mix of Mahagangga Valley. The study used a qualitative descriptive method with data collection through observation, interviews, and documentation. The informants of this study are 50 respondents of questioner, the management of Mahagangga Valley, the employees, local communities of Ababi Village, and the visitors. The analysis technique is done through data reduction, data presentation, and conclusion based on the marketing strategy concept (Segmentation, Targeting, dan Positioning) and marketing mix of 7P (Product, Price, Place, Promotion, People, Process, dan Physical Evidence) to evaluate the applied strategy which are able to answer the market needs and support the growth of tourist attraction. The result of the study showed that Mahagangga Valley build the identity as the Eco and Culture Tourism. The promotion strategy is through the social media and team work with other tourism executant to reach the market. The pricing is based on the visitors’ experiences and services flexibly by involving the local communities as the employee. The finding of the study is the application of marketing mix can effectively improve the quality and tourism competitiveness.  
Pengaruh Cross-Training dan Motivasi Kerja Terhadap Kinerja Karyawan di Hotel Adiwana Unagi Suites Ubud Gianyar Bali Luh Putu Ayu Novita Dewi; Komang Shintiya Nita Kristiana Putri
Jurnal Mosaik Hospitaliti Vol. 8 No. 1 (2026): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2026.8153

Abstract

Hotel management must provide training and work motivation to maintain employee loyalty and quality in order to achieve good performance. One training program that can be applied is cross-training. However, the implementation of cross-training does not always run smoothly. Problems that arise include decreased employee motivation in carrying out daily tasks due to the additional workload from the cross-training program. This study analyses the effect of cross-training and work motivation on employee performance at Adiwana Unagi Suites, Ubud, Gianyar, Bali, and aims to identify the independent variable with the most dominant influence. Data were collected through observation, documentation, interviews, and questionnaires involving all 49 employees. The results show that cross-training and work motivation simultaneously have a significant effect on employee performance. This indicates that the more frequently employees receive cross-training and the higher their work motivation, the more their performance tends to improve. These two variables contribute 6.3% to employee performance, with cross-training having the stronger influence. The study recommends that hotel management continue providing cross-task training and create a pleasant work atmosphere to maintain employee enthusiasm and optimize performance
Green Purchasing Dalam Pengadaan Barang Kitchen di Hotel Aloft Bali Seminyak: Implementasi dan Kendala Menuju Hospitaliti Berkelanjutan Kadek Rizki Ariatpernawan; Dewa Ayu Diyah Sri Widari; I Gusti Agung Rendra Wijaya
Jurnal Mosaik Hospitaliti Vol. 8 No. 1 (2026): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2026.8154

Abstract

This research focuses on the implementation of green purchasing as one of the efforts to support environmental preservation. This study aims to examine the implementation of green purchasing in the procurement of kitchen goods at Aloft Bali Seminyak Hotel and the inhibiting factors in its implementation. The research uses a qualitative descriptive approach with stages of data reduction, data presentation, and conclusion drawing. Data was collected through observation, interviews, and documentation studies. The technique for selecting informants used purposive sampling techniques involving key informants, namely the purchasing supervisor, sous chef, and receiving personnel. The findings indicate that the kitchen procurement process is systematic, but the green purchasing implementation is still low with a score of 43.9%. The main barriers include the use of single-use plastics by vendors, urgent purchases, and the lack of environmental audits for suppliers. Recommendations include establishing Green Purchasing SOPs, staff training, and collaboration with environmentally certified vendors.
Kinerja Karyawan Dilihat Dari Pengaruh Program Pelatihan dan Motivasi Kerja di Hotel The Seminyak Beach Resort & Spa I Made Agus Sugana Nugeraha; I Made Gede Darma Susila; Ida Ayu Anggreni Suryaningsih; Ni Nyoman Ayu Suriyani
Jurnal Mosaik Hospitaliti Vol. 8 No. 1 (2026): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2026.8155

Abstract

In the hospitality sector, service quality depends heavily on how well employees perform, and that concern is the starting point for this study, focused on a resort environment The Seminyak Beach Resort & Spa where guest expectations keep climbing while staff performance still varies. Three theoretical lenses shape the analysis: Mangkunegara on training, Robbins and Judge on work motivation, and Sutrisno on employee performance; together they form a conceptual model connecting training and motivation to performance outcomes. Using a quantitative, causal-associative design, the study surveyed the entire workforce 185 employees at The Seminyak Beach Resort & Spa through total sampling. Questionnaires built on a Likert scale served as the main data source, complemented by observation, interviews, and documentation; SPSS 26 was then used to run instrument tests, classical assumption tests, multiple linear regression, correlation analysis, t-tests, F-tests, and the coefficient of determination. Both training and work motivation turned out to have a positive, significant effect on performance individually, and a significant combined effect as well, jointly explaining 55.3% of the variance (R Square = 0.553). The clear implication: sharpening training quality and sustaining strong work motivation are the two levers most likely to lift employee performance at The Seminyak Beach Resort & Spa.

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