The role of guest satisfaction mediation in the relationship between service quality, price fairness and revisit intention: a case study of xyz hotel
##plugins.themes.academic_pro.article.main##
Abstract
Hospitality is one of the industries that can support the tourism industry in Indonesia. This study aims to examine the effect of service quality and price fairness on revisit intention with guest satisfaction as a mediator. This study was conducted at a 4-star hotel in Bekasi, where data were collected from 189 hotel guests. The study was conducted quantitatively with SEM PLS analysis techniques. The results showed that all hypotheses were accepted, meaning that service quality and price fairness had a significant positive effect on guest satisfaction, and guest satisfaction, service quality and price fairness had a significant and positive effect on revisit intention
##plugins.themes.academic_pro.article.details##
How to Cite
Jonathan, A., & Bernarto, I. (2024). The role of guest satisfaction mediation in the relationship between service quality, price fairness and revisit intention: a case study of xyz hotel. Enrichment : Journal of Management, 14(5), 823-832. https://doi.org/10.35335/enrichment.v14i5.2120
References
Aditya, A. R., & Alversia, Y. (2019). The Influence of Online Review on Consumers’ Purchase Intention. GATR Journal of Management and Marketing Review, 4(3), 194–201. https://doi.org/10.35609/jmmr.2019.4.3(4)
Baistia, S. D., & Suryadi, N. (2024). Pengaruh Price , Store Atmosphere , Dan Ser-. Jurnal Manajemen Pemasaran Dan Perilaku Konsumen, 03(1), 196–206.
Faradiba, D. J., & Efrata, T. C. (2023). The Effect of E-Service Quality on Revisit Intention with Customer Satisfaction as a Mediation Variable for Car Buying and Selling Websites in Indonesia. International Journal of Review Management Business and Entrepreneurship (RMBE), 3(2), 97–104. https://doi.org/10.37715/rmbe.v3i2.4552
Fernandes Sampaio, C. A., Hernández Mogollón, J. M., & de Ascensão Gouveia Rodrigues, R. J. (2020). The relationship between market orientation, customer loyalty and business performance: A sample from the Western Europe hotel industry. Tourism and Hospitality Research, 20(2), 131–143. https://doi.org/10.1177/1467358419829179
Fiqqih, M. N. (2023). The Effect of Perceived Price Fairness, Product Quality, and Service Quality on Customer Loyalty with Customer Satisfaction Mediation on Shopee Consumers. Atlantis Press International BV. https://doi.org/10.2991/978-94-6463-008-4_35
Hafidz, S. A., & Deviyanti, D. R. (2022). Volume . 19 Issue 2 ( 2022 ) Pages 366-374 AKUNTABEL : Jurnal Akuntansi dan Keuangan ISSN : 0216-7743 ( Print ) 2528-1135 ( Online ) Pengaruh kinerja lingkungan terhadap nilai perusahaan dengan pengungkapan CSR sebagai variabel intervening The effect of e. 2(2), 366–374. https://doi.org/10.29264/jakt.v19i2.11123
Hasbi, S., & Risqiani, R. (2020). PENGARUH DARI BRAND TRUST, PERCEIVED VALUE, TERHADAP BRAND PREFERENCE DAN PURCHASE INTENTION PADA BRAND SKINCARE LOKAL (MS GLOW, SCARLETT, SOMETHINC). Journal of Cahaya Mandalika, 2(1).
Hasibuan, I. M., Mutthaqin, S., Erianto, R., & Harahap, I. (2023). Kontribusi Sektor Pariwisata Terhadap Perekonomian Nasional. Urnal Masharif Al-Syariah: Jurnal Ekonomi Dan Perbankan Syariah, 8(2), 1200–1217.
Haya Wijayantiarni, F., & Roostika, R. (2022). The Influence of Perceived Food Quality, Price Fairness, Perceived Value and Statisfaction on Customers’ Revisit and Word-of-Mouth on Cake & Bakery Shops In Yogyakarta and Surakarta. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 01(01), 81–96. https://journal.uii.ac.id/selma/index
Karina Vashti Devi. (2023). Keywords: Service Quality Dimensions, Outcome Quality Dimensions, Customer Satisfaction, SERVQUAL, Customer Loyalty. Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi, 10(2), 932–943.
Kavitha, H., & Gopinath, R. (2020). Effect of Service Quality on Satisfaction and Word-of-Mouth: Small Scale Industries and their Commercial Banks in Tamil Nadu. International Journal of Management (IJM), 11(11), 3034–3043. https://doi.org/10.34218/IJM.11.11.2020.288
Kleisari, L., & Markaki, E. N. (2019). The Impact of the Perceived Service Quality on Revisit Intention in the Tourism Industry: A Conceptual Framework of Strategic Approach and Analysis. European Journal of Interdisciplinary Studies, 5(3), 30. https://doi.org/10.26417/ejis.v5i3.p30-40
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50(March), 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Konuk, F. A. (2021). The moderating impact of taste award on the interplay between perceived taste, perceived quality and brand trust. Journal of Retailing and Consumer Services, 63(February), 102698. https://doi.org/10.1016/j.jretconser.2021.102698
Kustianti, N. N., & Chairun Nisa, P. (2024). Determinants Of Customer Satisfaction Against The Intention To Revisit At Hangry Fast Food Restaurant. Paradigma, 21(1), 64–77. https://doi.org/10.33558/paradigma.v21i1.7346
Manyangara, M. E., Makanyeza, C., & Muranda, Z. (2023). The effect of service quality on revisit intention: The mediating role of destination image. Cogent Business and Management, 10(3). https://doi.org/10.1080/23311975.2023.2250264
Maulina, A., Budiarti, R., Ruslan, B., & Rahmawati, N. F. (2022). The Influence of Perceived Price on Revisit Intention through Social Influence for Adaptive Reuse Building in the Old City of Jakarta. Ilomata International Journal of Social Science, 3(4), 367–376. https://doi.org/10.52728/ijss.v3i4.569
Moegiarso, S. (2024). Redam Dampak Perlambatan Ekonomi Negara Maju, Pemerintah Akselerasi Peningkatan Kinerja Ekspor Nasional - Kementerian Koordinator Bidang Perekonomian Republik Indonesia. Https://Www.Ekon.Go.Id/. https://www.ekon.go.id/publikasi/detail/5636/redam-dampak-perlambatan-ekonomi-negara-maju-pemerintah-akselerasi-peningkatan-kinerja-ekspor-nasional
Mumtaza, D. D., & Bernarto, I. (2022). The Effect Of People, Physical Evidence, Process, and Price Fairness on Patient Satisfaction At ABC Clinic, South Jakarta. JMBI UNSRAT (Jurnal Ilmiah …, 5(1), 949–960. https://ejournal.unsrat.ac.id/index.php/jmbi/article/view/41533%0Ahttps://ejournal.unsrat.ac.id/index.php/jmbi/article/download/41533/38190
Pasaribu, F., Sari, W. P., Ni Bulan, T. R., & Astuty, W. (2022). The effect of e-commerce service quality on customer satisfaction, trust and loyalty. International Journal of Data and Network Science, 6(4), 1077–1084. https://doi.org/10.5267/j.ijdns.2022.8.001
Pradnyaswari, N. P. I., & Aksari, N. M. A. (2020). E-Satisfaction Dan E-Trust Berperan Dalam Memediasi Pengaruh E-Service Quality Terhadap E-Loyalty Pada Situs E-Commerce Blibli.Com. E-Jurnal Manajemen Universitas Udayana, 9(7), 2683. https://doi.org/10.24843/ejmunud.2020.v09.i07.p11
Praja, A. K. A., Septiawan, R. A., Syah, T. Y. R., Sari, E. M., Dewi, M. P., Katijan, P. S., Cionita, T., & Lai, Y. L. (2023). Sustainable Development Strategy of Low-Cost Airlines: Empirical Evidence for Indonesia Based on Analysis of Passenger Loyalty. Sustainability (Switzerland), 15(3). https://doi.org/10.3390/su15032093
Sades, S. (2024). Attracting Tourists Back : The Effect of Destination Attributes on Revisit Intentions. 15(September).
Sahir, S. H. (2022). Metodologi Penelitian. KBM Indonesia.
Shiwakoti, N., Jiang, H., & Nguyen, A. D. (2022). Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route. Transport Policy, 124(May), 194–202. https://doi.org/10.1016/j.tranpol.2021.04.029
Siregar, S. R., & Tresnasari, R. (2024). The Influence of Tourist Satisfaction against the Intention to Revisit of the Indonesian Tourist to Malaysia. Management Scien,Fic Journal, 3(2), 382–400.
Baistia, S. D., & Suryadi, N. (2024). Pengaruh Price , Store Atmosphere , Dan Ser-. Jurnal Manajemen Pemasaran Dan Perilaku Konsumen, 03(1), 196–206.
Faradiba, D. J., & Efrata, T. C. (2023). The Effect of E-Service Quality on Revisit Intention with Customer Satisfaction as a Mediation Variable for Car Buying and Selling Websites in Indonesia. International Journal of Review Management Business and Entrepreneurship (RMBE), 3(2), 97–104. https://doi.org/10.37715/rmbe.v3i2.4552
Fernandes Sampaio, C. A., Hernández Mogollón, J. M., & de Ascensão Gouveia Rodrigues, R. J. (2020). The relationship between market orientation, customer loyalty and business performance: A sample from the Western Europe hotel industry. Tourism and Hospitality Research, 20(2), 131–143. https://doi.org/10.1177/1467358419829179
Fiqqih, M. N. (2023). The Effect of Perceived Price Fairness, Product Quality, and Service Quality on Customer Loyalty with Customer Satisfaction Mediation on Shopee Consumers. Atlantis Press International BV. https://doi.org/10.2991/978-94-6463-008-4_35
Hafidz, S. A., & Deviyanti, D. R. (2022). Volume . 19 Issue 2 ( 2022 ) Pages 366-374 AKUNTABEL : Jurnal Akuntansi dan Keuangan ISSN : 0216-7743 ( Print ) 2528-1135 ( Online ) Pengaruh kinerja lingkungan terhadap nilai perusahaan dengan pengungkapan CSR sebagai variabel intervening The effect of e. 2(2), 366–374. https://doi.org/10.29264/jakt.v19i2.11123
Hasbi, S., & Risqiani, R. (2020). PENGARUH DARI BRAND TRUST, PERCEIVED VALUE, TERHADAP BRAND PREFERENCE DAN PURCHASE INTENTION PADA BRAND SKINCARE LOKAL (MS GLOW, SCARLETT, SOMETHINC). Journal of Cahaya Mandalika, 2(1).
Hasibuan, I. M., Mutthaqin, S., Erianto, R., & Harahap, I. (2023). Kontribusi Sektor Pariwisata Terhadap Perekonomian Nasional. Urnal Masharif Al-Syariah: Jurnal Ekonomi Dan Perbankan Syariah, 8(2), 1200–1217.
Haya Wijayantiarni, F., & Roostika, R. (2022). The Influence of Perceived Food Quality, Price Fairness, Perceived Value and Statisfaction on Customers’ Revisit and Word-of-Mouth on Cake & Bakery Shops In Yogyakarta and Surakarta. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 01(01), 81–96. https://journal.uii.ac.id/selma/index
Karina Vashti Devi. (2023). Keywords: Service Quality Dimensions, Outcome Quality Dimensions, Customer Satisfaction, SERVQUAL, Customer Loyalty. Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi, 10(2), 932–943.
Kavitha, H., & Gopinath, R. (2020). Effect of Service Quality on Satisfaction and Word-of-Mouth: Small Scale Industries and their Commercial Banks in Tamil Nadu. International Journal of Management (IJM), 11(11), 3034–3043. https://doi.org/10.34218/IJM.11.11.2020.288
Kleisari, L., & Markaki, E. N. (2019). The Impact of the Perceived Service Quality on Revisit Intention in the Tourism Industry: A Conceptual Framework of Strategic Approach and Analysis. European Journal of Interdisciplinary Studies, 5(3), 30. https://doi.org/10.26417/ejis.v5i3.p30-40
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50(March), 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Konuk, F. A. (2021). The moderating impact of taste award on the interplay between perceived taste, perceived quality and brand trust. Journal of Retailing and Consumer Services, 63(February), 102698. https://doi.org/10.1016/j.jretconser.2021.102698
Kustianti, N. N., & Chairun Nisa, P. (2024). Determinants Of Customer Satisfaction Against The Intention To Revisit At Hangry Fast Food Restaurant. Paradigma, 21(1), 64–77. https://doi.org/10.33558/paradigma.v21i1.7346
Manyangara, M. E., Makanyeza, C., & Muranda, Z. (2023). The effect of service quality on revisit intention: The mediating role of destination image. Cogent Business and Management, 10(3). https://doi.org/10.1080/23311975.2023.2250264
Maulina, A., Budiarti, R., Ruslan, B., & Rahmawati, N. F. (2022). The Influence of Perceived Price on Revisit Intention through Social Influence for Adaptive Reuse Building in the Old City of Jakarta. Ilomata International Journal of Social Science, 3(4), 367–376. https://doi.org/10.52728/ijss.v3i4.569
Moegiarso, S. (2024). Redam Dampak Perlambatan Ekonomi Negara Maju, Pemerintah Akselerasi Peningkatan Kinerja Ekspor Nasional - Kementerian Koordinator Bidang Perekonomian Republik Indonesia. Https://Www.Ekon.Go.Id/. https://www.ekon.go.id/publikasi/detail/5636/redam-dampak-perlambatan-ekonomi-negara-maju-pemerintah-akselerasi-peningkatan-kinerja-ekspor-nasional
Mumtaza, D. D., & Bernarto, I. (2022). The Effect Of People, Physical Evidence, Process, and Price Fairness on Patient Satisfaction At ABC Clinic, South Jakarta. JMBI UNSRAT (Jurnal Ilmiah …, 5(1), 949–960. https://ejournal.unsrat.ac.id/index.php/jmbi/article/view/41533%0Ahttps://ejournal.unsrat.ac.id/index.php/jmbi/article/download/41533/38190
Pasaribu, F., Sari, W. P., Ni Bulan, T. R., & Astuty, W. (2022). The effect of e-commerce service quality on customer satisfaction, trust and loyalty. International Journal of Data and Network Science, 6(4), 1077–1084. https://doi.org/10.5267/j.ijdns.2022.8.001
Pradnyaswari, N. P. I., & Aksari, N. M. A. (2020). E-Satisfaction Dan E-Trust Berperan Dalam Memediasi Pengaruh E-Service Quality Terhadap E-Loyalty Pada Situs E-Commerce Blibli.Com. E-Jurnal Manajemen Universitas Udayana, 9(7), 2683. https://doi.org/10.24843/ejmunud.2020.v09.i07.p11
Praja, A. K. A., Septiawan, R. A., Syah, T. Y. R., Sari, E. M., Dewi, M. P., Katijan, P. S., Cionita, T., & Lai, Y. L. (2023). Sustainable Development Strategy of Low-Cost Airlines: Empirical Evidence for Indonesia Based on Analysis of Passenger Loyalty. Sustainability (Switzerland), 15(3). https://doi.org/10.3390/su15032093
Sades, S. (2024). Attracting Tourists Back : The Effect of Destination Attributes on Revisit Intentions. 15(September).
Sahir, S. H. (2022). Metodologi Penelitian. KBM Indonesia.
Shiwakoti, N., Jiang, H., & Nguyen, A. D. (2022). Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route. Transport Policy, 124(May), 194–202. https://doi.org/10.1016/j.tranpol.2021.04.029
Siregar, S. R., & Tresnasari, R. (2024). The Influence of Tourist Satisfaction against the Intention to Revisit of the Indonesian Tourist to Malaysia. Management Scien,Fic Journal, 3(2), 382–400.