Analysis of the Effect of Hotel Service Quality and Hotel Facilities on Customer Satisfaction


  • Juliana Universitas Pelita Harapan
  • Tania Tanujaya Universitas Pelita Harapan
  • Nathaniel Universitas Pelita Harapan



hotel service quality, hotel facilities, customer satisfaction


Along with the development of the times, the hotel also developed according to the times. Many hotels are competing to develop their business as well as from the quality of the hotel. Hotel facilities that make consumers feel satisfied with what the hotel has to offer to consumers. Of course there are many things that can affect a customer's satisfaction such as, hotel rooms, restaurants, hotel facilities, food quality and much more. But apart from all the facilities provided by a hotel, the quality of service has an influence and a very important role in determining the level of success of a hotel. Therefore, the quality of service provided by hotel employees will greatly affect customer satisfaction or guests staying at the hotel. The author collects the results of the study by using a random sampling technique with respondents. Visitors who have stayed at the Harris Seminyak Bali hotel. The sample in this study were 75 respondents. The analytical method used by the author is using regression with SPSS ver. 25. The results show that the quality of hotel services and hotel facilities affect customer satisfaction.


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How to Cite

Juliana, J., Tanujaya, T., & Nathaniel, N. (2021). Analysis of the Effect of Hotel Service Quality and Hotel Facilities on Customer Satisfaction. JUDICIOUS, 2(1), 1–10.



Service Management
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