The Role Of Hotel Facilities And Services In Increasing Consumer Satisfaction And Revenue Of The Hotel Industry In Jakarta
DOI:
https://doi.org/10.33751/jhss.v10i2.171Keywords:
Customer Satisfaction, Facilities, Guest LoyaltyAbstract
The hospitality industry in Jakarta faces increasingly intense competition, making a thorough understanding of the determinants of guest loyalty a pressing strategic necessity. This study aims to analyze the influence of facilities, service quality, and customer satisfaction on guest loyalty at star-rated hotels in Jakarta. A quantitative approach was employed with a cross-sectional survey design involving 306 respondents selected through purposive sampling. The research instrument consisted of a Likert-scale questionnaire comprising 31 statement items, which were tested for validity and reliability. Data analysis was conducted using multiple linear regression, preceded by classical assumption tests including normality, multicollinearity, and heteroscedasticity. The results indicate that simultaneously, facilities, service quality, and customer satisfaction have a significant effect on guest loyalty, with F = 367.421 (sig. < 0.001) and R Square = 0.809. Partially, facilities emerged as the most dominant predictor (β = 0.648, sig. < 0.001), followed by customer satisfaction (β = 0.210, sig. = 0.001), while service quality showed no significant partial effect. This study underscores the importance of sustained investment in hotel facilities and continuous enhancement of customer satisfaction as primary strategies for building long-term guest loyalty in Jakarta's competitive hospitality market.
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