The Relationship Between Hotel Service Quality And Customer Satisfaction: An Empirical Study Of Spa Hotels In Indonesia

Abstract

This study aims to determine the relationship of service quality variables and their influence on customer satisfaction at hotels in East Jakarta. The service quality variables used were those defined by Parsuraman as the five dimensions of service quality. To analyze the relationship between dimensions of physical evidence, responsiveness, assurance, and empathy with hotel customer satisfaction. This research method is quantitative and online questionnaires were distributed to 155 customers in East Jakarta spa hotels. Data was analyzed using SPSS ver 25. The results of the Cronbach Alpha analysis showed the reliability of the identified factors. The relationship between the dimensions of physical evidence and customer satisfaction is significant. The relationship between reliability and customer satisfaction is significant. The relationship between responsiveness and customer satisfaction is significant. The relationship between guaranteed certainty and customer satisfaction is significant. The relationship between empathy and customer satisfaction is significant. From the correlation analysis, it can be concluded that the dimensions of service quality have a significant positive correlation with customer satisfaction, meaning that if the quality of service changes, the customer satisfaction is expected to increase as well.

Keywords: Physical Evidence, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction