Effect of Service Quality, Facilities, and Price on Guest Satisfaction at Suriwathi Hotel & Villas Legian – Bali
Keywords:
Service Quality, Hotel Facilities, Price, Guest SatisfactionAbstract
The hospitality industry demands services capable of delivering optimal customer satisfaction. Factors such as service quality, hotel facilities, and price are primary considerations for guests when evaluating their stay experience. This study aims to analyze the effect of service quality, hotel facilities, and price on guest satisfaction at Suriwathi Hotel & Villas Legian. A quantitative research design was applied with accidental sampling under a non-probability approach, involving 90 participants. The dataset underwent validity, reliability, classical assumption, descriptive, correlation, multiple linear regression, coefficient of determination, t, and F analyses. The resulting regression model was Y = -2.125 + 0.321X1 + 0.184X2 + 0.218X3 + e. Individual testing showed that service quality (t = 7.082 > 1.663), hotel facilities (t = 3.997 > 1.663), and price (t = 4.337 > 1.663) each exerted a positive and statistically significant influence on guest satisfaction (p = 0.000 < 0.05). Joint testing likewise confirmed a significant positive effect of all three predictors on guest satisfaction (F = 30.774 > 2.711; p = 0.000 < 0.05). An Adjusted R Square of 0.501 further showed that the three predictors accounted for 50.1% of the variation in guest satisfaction.
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