The Relationship between Hotel Rating and Customer Outcomes and Its Implication towards Revisit Intention

Suresh Kumar, Miftah Zikri

Abstract


This research aims to examine HOLSERV with three dimensions namely, employee, tangible and
reliability, towards its relationship on customer satisfaction and return intention rather than
SERVQUAL because it suits hotel environment. The object analysis was Bandung which proclaimed
herself as a tourism city with quiet number of hotels rating as non-star to five-star hotels. From 41
three-star hotels, this research managed to cover 29 hotels to conduct this research. Respondents with
total number of 355 participated to fill the questionnaire with the helped of hotel managers by
spreading it to their customers who were checking out of the hotel. Structural equation modeling was
applied to test the hypothesis and the results show that tangibility and reliability influence customers’
satisfaction but not employee. In addition, customer satisfaction influences return intention.


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DOI: http://dx.doi.org/10.33021/firm.v3i1.386

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