Result seminar on the impact of service quality on customer satisfaction at 5-star hotels in Central Jakarta

Shannonlie, Shannonlie and Soegandi, Kezhia (2024) Result seminar on the impact of service quality on customer satisfaction at 5-star hotels in Central Jakarta. Diploma thesis, Universitas Pelita Harapan.

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Abstract

The hospitality industry faces distinctive challenges compared to product-oriented organizations due to the intangible nature of services. With a higher risk of failure, service quality plays a pivotal role in establishing a sustainable competitive advantage. Ensuring customer satisfaction and retention is considered crucial within the hospitality sector, where addressing evolving consumer demands is an ongoing challenge. In the hospitality industry, consumers not only participate in the consumption process but often arrive with pre-established service and quality expectations. Today's customers in the hospitality industry are increasingly discerning and have elevated expectations. This study focuses on elucidating the impact of service quality on customer satisfaction, particularly in 5-star hotels in Central Jakarta. The research employs a quantitative approach, gathering data from 190 participants through a Likert scale questionnaire. The analysis, performed using SmartPLS 4.0, identifies five service quality dimensions (empathy, reliability, responsiveness, assurance, and tangibility) with varying impacts on customer satisfaction. Empathy emerges as the most influential dimension, according to respondent feedback. The seminar aims to present the research results and disseminate these research findings, highlights the relationship between service quality dimensions and customer satisfaction in the context of 5-star hotels. Additionally, the seminar serves as a platform for constructive criticism and suggestions, emphasizing the continuous improvement of the research's overall quality and impact. In the hospitality sector, understanding and meeting evolving consumer expectations remain critical for achieving customer satisfaction and retention. / Industri perhotelan menghadapi tantangan tersendiri dibandingkan dengan organisasi yang berorientasi pada produk karena sifat layanan yang tidak berwujud. Dengan risiko kegagalan yang lebih tinggi, kualitas layanan memainkan peran penting dalam membangun keunggulan kompetitif yang berkelanjutan. Memastikan kepuasan dan retensi pelanggan dianggap penting dalam sektor perhotelan, dimana menjawab permintaan konsumen yang terus berkembang merupakan tantangan yang berkelanjutan. Dalam industri perhotelan, konsumen tidak hanya berpartisipasi dalam proses konsumsi namun sering kali datang dengan ekspektasi kualitas layanan yang telah ditentukan sebelumnya. Pelanggan di industri perhotelan saat ini semakin cerdas dan memiliki ekspektasi yang tinggi. Penelitian ini berfokus untuk menjelaskan dampak kualitas layanan terhadap kepuasan pelanggan, khususnya pada hotel bintang 5 di Jakarta Pusat. Penelitian ini menggunakan metodologi kuantitatif, mengumpulkan data dari 190 partisipan melalui kuesioner skala Likert. Analisis yang dilakukan dengan menggunakan SmartPLS 4.0 mengidentifikasi lima dimensi kualitas layanan (empati, keandalan, daya tanggap, jaminan, dan aspek fisik) dengan dampak yang berbeda-beda terhadap kepuasan pelanggan. Empati muncul sebagai dimensi yang paling berpengaruh, menurut tanggapan responden. Seminar ini bertujuan untuk memaparkan hasil penelitian dan mendiseminasikan temuan penelitian tersebut, menyoroti hubungan antara dimensi kualitas pelayanan dan kepuasan pelanggan dalam konteks hotel bintang 5. Selain itu, seminar ini berfungsi sebagai platform untuk kritik dan saran yang membangun, dengan menekankan pada peningkatan berkelanjutan terhadap kualitas dan dampak penelitian secara keseluruhan. Di sektor perhotelan, pemahaman dan pemenuhan ekspektasi konsumen yang terus berkembang tetap penting untuk mencapai kepuasan dan retensi pelanggan.

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