The Importance of Product Quality in Shaping  Hotel Guest Satisfaction and Loyalty

Abdul GHOFUR; Haniek LISTYORINI

doi:10.38142/jtep.v5i4.1350

Authors

Abdul GHOFUR S-1 Manajemen Perhotelan, STIEPARI
Haniek LISTYORINI S-1 Pariwisata, STIEPARI

DOI:

https://doi.org/10.38142/jtep.v5i4.1350

Keywords:

Product Quality, Customer Satisfaction, Guest Loyalty, Hotel Marketing

Abstract

As an industry that has a level of fierce competition, it is important for the hospitality industry to not only increase market share but also maintain customer loyalty through product quality and managing guest satisfaction. The research aims to test the influence of hotel product quality in creating satisfaction and loyalty as well as mediating guest satisfaction in fostering loyalty. The research was carried out by quantitative method by distributing questionnaires to hotel guests as many as 100 respondents. Data is processed with SMART PLS version 3. The results of the study show that the quality of hotel products has a positive and significant effect on guest satisfaction, guest satisfaction affects guest loyalty, product quality also positively has a direct influence on guest loyalty and guest satisfaction can mediate the influence of product quality on hotel guest loyalty.

References

Aisyah, S. R., & Tuti, M. (2022). Pengaruh Kualitas Produk, Kualitas Pelayanan dan Persepsi Harga Dengan Kepuasan Pelanggan Di Restoran Joe ’ S Grill Swiss Bell-Hotel Mangga Besar. ESENSI: Jurnal Manajemen Bisnis, 25(2), 168–179.

Cetin, G., & Walls, A. (2016). Understanding the Customer Experiences from the Perspective of Guests and Hotel Managers: Empirical Findings from Luxury Hotels in Istanbul, Turkey. Journal of Hospitality Marketing and Management, 25(4), 395–424. https://doi.org/10.1080/19368623.2015.1034395

Chen, M. F., & Tung, P. J. (2014). Developing an extended Theory of Planned Behavior model to predict consumers’ intention to visit green hotels. International Journal of Hospitality Management, 36, 221–230. https://doi.org/10.1016/j.ijhm.2013.09.006

Clark, J. L., & Akpan, E. E. (2024). A LOYAL CUSTOMER: ASSSESSING THE TECHNIQUES FOR RETENTION AND A CONTINUED PATRONAGE. Internontinental Journal of Education, Science and Technology, 8(1), 28–37.

Cruz, & Vitales, A. (2015). Relationship between product quality and customer satisfaction. Walden Dissertations and Doctoral Studies, 2(2), 38.

Das, P. (2023). Technology and Guest Experience: Innovations Reshaping Hotel Management. International Journal for Multidimensional Research Perspectives, 1(3), 76–95.

Elkhani, N., & Bakri, aryati bt. (2012). Author(s) Contact Details: 1 University Technology Malaysia, Skudai, Johor Bahru, Malaysia. Journal of Research and Innovation in Information Systems, 2, 1–13.

Ghozali, I., & Latan, H. (2015). Partial least squares konsep, teknik dan aplikasi menggunakan program smartpls 3.0 untuk penelitian empiris. Badan Penerbit UNDIP.

Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial least squares structural equation modeling (PLS-SEM) using R: A workbook. In Springer Nature.

Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203

Hair, J. F., Samouel, M. W., & Page, M. J. (2019). Business research methods. 10.

Ishaq, M. I., Bhutta, M. H., Hamayun, A. A., Qaiser Danish, R., & Munazer Hussain, N. (2014). Role of Corporate Image, Product Quality and Customer Value in Customer Loyalty: Intervening Effect of Customer Satisfaction. J. Basic. Appl. Sci. Res, 4(4), 89–97.

Jahanshahi, A. ., Gashti, M. A. ., Mirdamadi, S. ., Nawaser, K., & Khaksar, S. M. S. (2009). Study the Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty. International Journal of Humanities and Social Science, 1(June 2011), 253–260.

Kandampully, J., & Suhartanto, D. (2003). The role of customer satisfaction and image in gaining customer loyalty in the hotel industry. Journal of Hospitality and Leisure Marketing, 10(1–2), 3–25. https://doi.org/10.1300/J150v10n01_02

Kusuma, R. W. (2015). Pengaruh Kualitas Produk, Harga, Fasilitas Dan Emosional Terhadap Kepuasan Pelanggan. Jurnal Ilmu Dan Riset Manajemen, 4(12), 1–17.

Kwiatek, P., Morgan, Z., & Thanasi-Boçe, M. (2020). The role of relationship quality and loyalty programs in building customer loyalty. Journal of Business and Industrial Marketing, 35(11), 1645–1657. https://doi.org/10.1108/JBIM-02-2019-0093

Naini, N. F., Sugeng Santoso, Andriani, T. S., Claudia, U. G., & Nurfadillah. (2022). The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty. Journal of Consumer Sciences, 7(1), 34–50. https://doi.org/10.29244/jcs.7.1.34-50

Namkung, Y., & Jang, S. (Shawn). (2008). Are highly satisfied restaurant customers really different? A quality perception perspective. International Journal of Contemporary Hospitality Management, 20(2), 142–155. https://doi.org/10.1108/09596110810852131

Namkung, Y., & Jang, S. C. (2007). Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions. Journal of Hospitality and Tourism Research, 31(3), 387–409. https://doi.org/10.1177/1096348007299924

Ngandu, H. . (2014). Influence of Competitive Strategies on Performance of Hotels : a Case of Thika Town , Kenya. International Centre for Economic Growth, 3(1), 111–125.

Ngoc, K. M., & Uyen, T. T. (2015). Factors Affecting Guest Perceived Service Quality, Product Quality, and Satisfaction–A Study of Luxury Restaurants in Ho Chi Minh City, Vietnam. Journal of Advanced Management Science, January 2015, 284–291. https://doi.org/10.12720/joams.3.4.284-291

Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.

Raajpoot, N. A. (2010). Journal of Foodservice. 8020(December 2014), 37–41. https://doi.org/10.1300/J369v05n02

Rauch, D. A., Collins, M. D., Nale, R. D., & Barr, P. B. (2015). Measuring service quality in mid-scale hotels. International Journal of Contemporary Hospitality Management, 27(1), 87–106. https://doi.org/10.1108/IJCHM-06-2013-0254

Sambo, E., Sunday, U. I., Mary, A. M., & John, F. (2022). Impact of Product Quality on Customer Satisfaction and Loyalty. Nigeria Academy of Management Journal, 17(2), 145–155.

Sulek, J. M., & Hensley, R. L. (2004). The relative importance of food, atmosphere, and fairness of wait: The case of a full-service restaurant. Cornell Hotel and Restaurant Administration Quarterly, 45(3), 235–247. https://doi.org/10.1177/0010880404265345

Syariful, M., & Untung, S. (2020). Effect of Service Quality and Product Quality on Customer. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(1), 204–211.

Tunahan, C., & Kutlu, M. B. (2022). Experienced Product Quality and Brand Loyalty: Mediating Role of Customer Satisfaction. Ege Akademik Bakis (Ege Academic Review). https://doi.org/10.21121/eab.1152164

Whitla, P., Walters, P. G. P., & Davies, H. (2007). Global strategies in the international hotel industry. International Journal of Hospitality Management, 26(4), 777–792. https://doi.org/10.1016/j.ijhm.2006.08.001

Wijaya, A. (2018). Pengaruh Kualitas Produk, Kualitas Layanan, Persepsi Harga, Dan Asosiasi Merek Terhadap Kepuasan Dan Loyalitas Pelanggan. Jurnal Bisnis Terapan, 2(01), 1–16. https://doi.org/10.24123/jbt.v2i01.1082

Worsfold, K., Fisher, R., McPhail, R., Francis, M., & Thomas, A. (2016). Satisfaction, value and intention to return in hotels. International Journal of Contemporary Hospitality Management, 28(11), 2570–2588. https://doi.org/10.1108/IJCHM-04-2015-0195