Service Quality and Customer Satisfaction Have an Impact on Increasing Hotel Room Occupancy Ratio: Literature Review Study
DOI:
https://doi.org/10.38035/gijtm.v1i4.127Keywords:
Hotel, Service Quality, Customer Satisfaction, ProfitAbstract
The aim of this study is to provide qualitative evidence related to the variables of this study from sources derived from national and international indexed journals or scientific articles found through Google Scholar. Researchers then make recommendations from their own perspectives. The research method used in this qualitative study uses a mini-review approach to achieve the research objectives. A mini-evaluation of the variables is done by reading and analyzing dozens of peer-reviewed journal articles. Research results, although still minimal and far from perfect, meet expectations and at least contribute to science and knowledge, especially in the areas of marketing management, service quality variables, customer satisfaction, and revenue improvement. I found out that there is. Just as customer satisfaction variables affect hotel room occupancy, service quality also affects hotel room occupancy. Increasing the above variables should always be done within the study population, especially for guests staying directly at the hotel. It should also be done in future research. There are gaps in other variables that could be used for future research, such as price, advertising, location, loyalty and brand image variables.
References
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Kristianto, A., Sawitri, N. N., & Harianto, R. A. (2022). Analysis Effect of Price, Service Quality and Marketing Relationship on Repurchasing Interest With Customer Satisfaction As Intervening Variable in Cv. Bekasi Unggas. Dinasti International Journal of Management Science, 3(3).
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Bakirtzoglou, P., Vryoni, S., & Ioannou, P. (2018). Hotel spa managers’ perceptions of service quality in Greece. Serbian Journal of Management, 13(2), 323–334. https://doi.org/10.5937/sjm13-13687
Bernard Ryan, J. (2018). Dari Garasi Jeff Bezos Mendirikan Amazon.com. PT. Mitra Infotek Pratama.
Bhattacharya, P., Mukhopadhyay, A., Saha, J., Samanta, B., Mondal, M., Bhattacharya, S., & Paul, S. (2023). Perception-satisfaction based quality assessment of tourism and hospitality services in the Himalayan region: An application of AHP-SERVQUAL approach on Sandakphu Trail, West Bengal, India. International Journal of Geoheritage and Parks, 11(2), 259–275. https://doi.org/10.1016/j.ijgeop.2023.04.001
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The Service Encounter: Diagnosing Favorable and Unfavorable Incident. Journal of Marketing Research, 2(1).
Bosovskaya, M., Bovsh, L., & Okhrimenko, A. (2019). Evaluation of the Quality of Hotel Service. Investytsiyi: Praktyka Ta Dosvid, 41(4), 25. https://doi.org/10.32702/2306-6814.2019.4.25
Brian, R. (2019). KAJIAN LITERATUR PENGARUH NILAI KESADARAN LINGKUNGAN BAGI PERILAKU KONSUMEN TERHADAP GREEN HOTEL PRACTICE The Effect Of Environmental Value Toward Consumer Behavior on Green Hotel Practice: A Literature Review. Jurnal Hospitality Dan Pariwisasta, 5(1), 1–85. http://journal.ubm.ac.id/
Cheng, B. L., & Rashid, M. Z. A. (2013). Service quality and the mediating effect of corporate image on the relationship between customer satisfaction and customer loyalty in the malaysian hotel industry. Gadjah Mada International Journal of Business, 15(2), 99–112. https://doi.org/10.22146/gamaijb.5474
Choongsoon Lee. (2016). Effects of Hotel Customer’s Artistic Experience on Customer Satisfaction and Customer Loyalty. ????? ?????? ?????? ?????? ??? ??, 410–419.
Christian, G. (2000). Service Management and Marketing?: A Customer Relationship Management Approach (2nd editio). Wiley Online Library.
Czepiel., J. A. (2012). Competitive Marketing Strategy. The Prentice-Hall series in marketing.
David, C. (2021). Tom Peters and Management A History of Organizational Storytelling. Taylor & Francis.
Diayudha, L. (2020). Industri Perhotelan Di Indonesia Pada Masa Pandemi Covid-19: Analisis Deskriptif. Journal FAME: Journal Food and Beverage, Product and Services, Accomodation Industry, Entertainment Services, 3(1). https://doi.org/10.30813/fame.v3i1.2166
Dimitrios, B., Ioannis, R., Angelos, N., & Nikolaos, T. (2023). Digital marketing: The case of digital marketing strategies on luxurious hotels. Procedia Computer Science, 219(2022), 688–696. https://doi.org/10.1016/j.procs.2023.01.340
Dong, J., Li, H., & Zhang, X. (2014). Classification of Customer Satisfaction Attributes?: An Application of Online Hotel Review Analysis. 2008, 238–250.
Farabi, D. (2014). Strategi Pemasaran Pada Industri Perhotelan. Media Bisnis, 6(3), 219–232. http://jurnaltsm.id/index.php/mb/article/view/1431%0Ahttps://jurnaltsm.id/index.php/mb/article/download/1431/819
Frederick, F. R. (2001). Loyalty Rules! How Today’s Leaders Build Lasting Relationships. Harvard Business School Press.
Gultom, D. K., Arif, M., & Muhammad Fahmi. (2020). Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan. MANEGGGIO: Jurnal Ilmiah Magister Manajemen, 3(2), 273–282. http://jurnal.umsu.ac.id/index.php/MANEGGIO
Hastjarjo, K. (2022). Model Pemasaran Strategik Perhotelan: Sebuah Makalah Konseptual (Hospitality Strategic Marketing Model: A Conceptual Paper). Jurnal Studi Perhotelan Dan Pariwisata (JSPP), 1(1), 11–20. https://doi.org/10.35912/jspp.v1i1.1844
Hoefer, A., Pampaka, D., Rivas Wagner, E., Alemán Herrera, A., García-Ramos Alonso, E., López-Perea, N., Cano Portero, R., Herrera-León, L., Herrera-León, S., & Núñez Gallo, D. (2020). Management of a COVID-19 outbreak in a hotel in Tenerife, Spain. International Journal of Infectious Diseases, 96, 384–386. https://doi.org/10.1016/j.ijid.2020.05.047
Ijadi Maghsoodi, A., Saghaei, A., & Hafezalkotob, A. (2019). Service quality measurement model integrating an extended SERVQUAL model and a hybrid decision support system. European Research on Management and Business Economics, 25(3), 151–164. https://doi.org/10.1016/j.iedeen.2019.04.004
Jaaffar, A. H., Alzoubi, R. H., Mohammad Alkharabsheh, O. H., & Rajadurai, J. (2023). Leadership and crisis management and their link to improvement of hotel performance: A study of the Jordanian hotel sector. Heliyon, 9(7), e17839. https://doi.org/10.1016/j.heliyon.2023.e17839
Jamal Ali, B., Gardi, B., Jabbar Othman, B., Ali Ahmed, S., Burhan Ismael, N., Abdalla Hamza, P., Mahmood Aziz, H., Yassin Sabir, B., Sorguli, S., & Anwar, G. (2018). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management (IJEBM), 5(3), 2456–8678. https://creativecommons.org/licenses/by/4.0/
Kasinem, K. (2020). Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Bukit Serelo Lahat. Jurnal Media Wahana Ekonomika, 17(4), 329. https://doi.org/10.31851/jmwe.v17i4.5096
Kotler, P., & Kevin, L. K. (2012). Marketing Management. Prentice Hall.
Kristianto, A., Sawitri, N. N., & Harianto, R. A. (2022). Analysis Effect of Price, Service Quality and Marketing Relationship on Repurchasing Interest With Customer Satisfaction As Intervening Variable in Cv. Bekasi Unggas. Dinasti International Journal of Management Science, 3(3).
Layanah, N., & Ali, H. (2023). Faktor-Faktor Yang Memperngaruhi Marketing Information System: Harga Produk, Kualitas Layanan, Promosi. Nusantara Journal of Multidisciplinary Science, 1(4).
Le, D., & Phi, G. (2021). Strategic responses of the hotel sector to COVID-19: Toward a refined pandemic crisis management framework. International Journal of Hospitality Management, 94(December 2020). https://doi.org/10.1016/j.ijhm.2020.102808
Lin, G., Li, J., Li, G., & Song, H. (2023). Substitution between sharing accommodation and hotels?: A behavioral economic demand curve analysis. Annals of Tourism Research, xxxx, 103716. https://doi.org/10.1016/j.annals.2023.103716
MacAskill, S., Becken, S., & Coghlan, A. (2023). Engaging hotel guests to reduce energy and water consumption: A quantitative review of guest impact on resource use in tourist accommodation. Cleaner and Responsible Consumption, 11(November), 100156. https://doi.org/10.1016/j.clrc.2023.100156
Michael, O. (2011). How to Sell Network Marketing Without Fear, Anxiety or Losing Your Friends!: Selling from the Soul. Ancient Wisdoms. Modern Practice. Natural Selling, Incorporated.
Napu et al., 2023. (2023). PENGANTAR BISNIS PARIWISATA: Perhotelan; Food; Beverage Service, dan Pengembangan Destinasi Wisata (Issue May).
Opit, H. V. (2013). Industri Perhotelan. In A. Tulus (Ed.), Tangguh Fenara Jaya (Pertama). Tangguh Denara Jaya. http://www.nber.org/papers/w16019
Perdomo-Verdecia, V., Sacristán-Díaz, M., & Garrido-Vega, P. (2022). Lean management in hotels: Where we are and where we might go. International Journal of Hospitality Management, 104(September 2021). https://doi.org/10.1016/j.ijhm.2022.103250
Pfammatter, A., Tanner, M. B., & Baldauf, A. (2024). Resource sharing with local partners: How do hotels benefit? International Journal of Hospitality Management, 118(November 2023), 103648. https://doi.org/10.1016/j.ijhm.2023.103648
Pizam, A., & Judy, H. (2017). International Dictionary of Hospitality Management. Routledge.
Pusparani, M., Amin, S., & Ali, H. (2021). the Effect of Work Environment and Job Satisfaction on Employee Performance With Organizational Commitment As an Intervening Variable At the Department of Population Control and Family Planning Sarolangun Regency. Dinasti International Journal of Management Science, 3(2), 202–219. https://doi.org/10.31933/dijms.v3i2.1016
Rachmadizal, R., Ayu, J. P., Bramundita, A. G. C., & Adam, F. (2022). Strategi Pemasaran Jasa Pada Hotel di Era New Normal. Journal of Research on Business and Tourism, 2(1), 15. https://doi.org/10.37535/104002120222
Radnor, Z. J., ?Nicola, B., & ?Ann, E. (2015). Public Service Operations Management A Research Handbook. Taylor & Francis Group.
Rahayuningsih, I. (2019). Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Pelanggan Pada Jne Ploso-Jombang. Student Repository, November.
Rajesh, S., Abd Algani, Y. M., Al Ansari, M. S., Balachander, B., Raj, R., Muda, I., Kiran Bala, B., & Balaji, S. (2022). Detection of features from the internet of things customer attitudes in the hotel industry using a deep neural network model. Measurement: Sensors, 22(July), 100384. https://doi.org/10.1016/j.measen.2022.100384
Reichheld, F. F., & Sasser, W.E., J. (1990). Delivering Quality Service?: Balancing Consumer Perception & expectation. The Free Press. New York.
Riyanto, S., Sutrisno, A., & Ali, H. (2017). International Review of Management and Marketing The Impact of Working Motivation and Working Environment on Employees Performance in Indonesia Stock Exchange. International Review of Management and Marketing, 7(3), 342–348. http:www.econjournals.com
Sawitri, N. N. (2018). Behavior in managing revenue to achieve financial satisfaction. Opcion, 34(86).
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2024-01-09
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Candra, P., Mahaputra, M. R., & Mahaputra, M. R. . (2024). Service Quality and Customer Satisfaction Have an Impact on Increasing Hotel Room Occupancy Ratio: Literature Review Study. Greenation International Journal of Tourism and Management, 1(4), 400–412. https://doi.org/10.38035/gijtm.v1i4.127
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