The Effect of Perceived Service Quality and Price on Hotel Service User Satisfaction in Surabaya
Keywords:
perceived service quality, price, hotel rate, customer satisfaction, hotel industryAbstract
Basically, the main goal of a service company is customer satisfaction. Service providers through quality services and competitive price offers strive to meet the needs and satisfy service users. This needs to be observed further to find out the behavior of consumers. The purpose of this study is to determine the role of perceived service quality and price on the satisfaction of hotel service users. The study was conducted at a hotel in Surabaya. As for the sample of this study are consumer service users who have stayed at the hotel. There are 100 respondents. Multiple linear regression analysis tool. The research findings state that perceived service quality has a significant role in customer satisfaction. Price also has a real role in customer satisfaction. Both simultaneously have an impact forming customer satisfaction.
References
Amissah, E. F. 2013. Tourist Satisfaction with Hotel Services in Cape Coast and Elmina, Ghana. American Journal of Tourism Management, 29(A), 26–33.
Bowen, J. T., & S. L. Chen, S. L. 2001. The relationship between customer loyalty and customer satisfaction. International journal of contemporary hospitality management, 13(5), 213-217.
Chen, R., F. D. Delli, O. R. Isma, D. Darmawan & F. Delinger. 2015. Consequences of Word of Mouth from the Perspective of WOM Senders, Journal of Marketing Management, 31(9), 1018-1039.
Darmawan, D. 2019. Kualitas Produk, Kesadaran Merek dan Harga serta Pengaruhnya terhadap Kepuasan Pelanggan, Jurnal Administrasi Bisnis, 8(2), 75-88.
Darmawan, D. 2019. The Effect of Customer Satisfaction on Trust and Customer Loyalty, Management & Accounting Research Journal, 3(2), 1-8.
Darmawan, D. & E. Grenier. 2021. Competitive Advantage and Service Marketing Mix, Journal of Social Science Studies, 1(2), 75-80.
Djati, S. Pantja & D. Darmawan. 2004. Pengaruh Kesan Kualitas Layanan, Harga dan Kepuasan mahasiswa PTS terhadap Minat Mereferensi Kampusnya, Jurnal Widya Manajemen dan Akuntansi, 4(2), 190-204.
Djati, S. Pantja & D. Darmawan. 2005. Pengaruh Kinerja Karyawan terhadap Kepuasan, Kepercayaan, dan Kesetiaan Pelanggan, Jurnal Manajemen dan Kewirausahaan, 7(1), 48-59.
Fared, M. A., D. Darmawan, & M. Khairi. 2021. Contribution of E-Service Quality to Repurchase Intention with Mediation of Customer Satisfaction: Study of Online Shopping Through Marketplace, Journal of Marketing and Business Research, 1(2), 93-106.
Hidayat, T., D. Darmawan, O. R. Isma, M. Hariani & A. R. Putra. 2015. Hubungan Inovasi Produk, Harga Premi dan Perilaku Konsumen. Jurnal Ekonomi, Bisnis dan Manajemen, 5(2), 119-130.
Jasinskas, E., Streimikiene, D., Svagzdiene, B., & Simanavicius, A. 2016. Impact of hotel service quality on the loyalty of customers. Economic Research Ekonomska Istraživanja, 29(1), 1–14.
Khairi, M. & D. Darmawan. 2021. The Relationship Between Destination Attractiveness, Location, Tourism Facilities, And Revisit Intentions, Journal of Marketing and Business Research, 1(1), 39-50.
Khasanah, H., S. Arum, & D. Darmawan. 2010. Pengantar Manajemen Bisnis, Spektrum Nusa Press, Jakarta.
Mardikaningsih, R. 2021. Pencapaian Kepuasan Pelanggan Pada Jasa Pengiriman Barang Melalui Harga, Ekuitas Merek, dan Kualitas Pelayanan, Jurnal Baruna Horizon, 4(1), 64-73.
Mardikaningsih, R. & D. Darmawan. 2021. Peranan Sistem Informasi Persediaan terhadap Persepsi Kemudahan Penggunaan, Kegunaan Yang Dirasakan, dan Kepuasan Pengunjung Toko Buku. Realible Accounting Journal, 1(1), 43-57.
Masitoh, D., D. Darmawan & E. A. Sinambela. 2017. The Effect of Service Quality and Trust on Customer Loyalty of Warung Apung Rahmawati of Mojokerto Branch, Jurnal Agrimas, 1(2), 107-114.
Olorunniwo, F., Maxwell K. Hsu, & Godwin J. Udo. 2006. Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing, 20(1), 59–72.
Padma, A., N. Aisyah, D. Darmawan, I.A. Azmi & A. R. Putra. 2018. Contingency Approach to Strategies for Service Firms, Business Research, 7(2), 178-189.
Parasuraman A., V.A. Zeithaml & L.L. Berry. 1988. SERVQUAL: A Multiple-item Scale for Measuring Consumer Perception of Service Quality”, Journal of Retailing, 64, Spring, 12 – 40.
Retnowati, E., D. Darmawan, R. Mardikaningsih, & E. A. Sinambela. 2021. Pengaruh Pencapaian Kepuasan Konsumen Rumah Makan Berdasarkan Kesan Kualitas Produk dan Harga. Jurnal Ekonomi dan Ekonomi Syariah (JESYA), 4(2), 1382-1389.
Saleem, H., & N. S. Raja. 2014. The impact of service quality on customer satisfaction, customer loyalty and brand image: Evidence from hotel industry of Pakistan. Middle - East Journal of Scientific Research, 19(5), 706–711.
Stefano, N. M., Casarotto Filho, N., Barichello, R., & Sohn, A. P. 2015. A fuzzy SERVQUAL based method for evaluated of service quality in the hotel industry. Procedia CIRP, 30 (December), 433–438.
Tefera, O., & Govender, K. 2016. Hotel Ratings, Service Quality, Customer Satisfaction and Loyalty : The Perception of Guests at Ethiopian Hotels, 5(3), 1–23.
Trirahayu, D., L. Putriana, D. Darmawan, E. A. Sinambela & R. Mardikaningsih. 2014. Peran Bauran Pemasaran Jasa terhadap Minat Beli dan Minat Mereferensikan. Jurnal Ekonomi, Bisnis dan Manajemen, 4(1), 51-62.
Vazquez, R., Bosque, I.A.R. Del, Diaz, A.M., & Ruiz, A. V. 2000. Service quality in super-market retailing: Identifying critical service ex-periences. Journal of Retailing and Consumer Services, 8(1), 1–14.
Wahab, E., A. Aziz, D. Darmawan, M. Hashim & Y. Fan. 2017. Marketing New Products to Mainstream Customers, Journal of Economics and Business, 8(2), 239-246.
Wiyandarini, G. & R. Mardikaningsih. 2021. Studi Kasus di Koperasi Primer Kepolisian Resor Kota Mojokerto: Pengamatan Variabel Kualitas Layanan dan Persepsi Harga serta Pengaruhnya terhadap Kepuasan Pelanggan, Jurnal Pendidikan, Penelitian, dan Pengabdian Masyarakat, 1(2), 45-56.
