Pengaruh Kualitas Layanan, Citra Hotel, dan Harga terhadap Kepuasan Pengunjung: Studi pada Hotel Yats Colony Yogyakarta
DOI:
https://doi.org/10.34149/jebmes.v5i2.200Keywords:
Image, price, service quality, visitor satisfactionAbstract
This study aims to analyze the influence of service quality, hotel image, and price on guest satisfaction at the Yats Colony Hotel in Yogyakarta. This study employed a quantitative approach with a causal approach. The study population consisted of all guests who had stayed at the Yats Colony Hotel in Yogyakarta, using a non-probability sampling technique with a purposive sampling method. Data were collected using a questionnaire with a 1–5 Likert scale and analyzed using multiple linear regression in SPSS. The results indicate that service quality and price have a positive and significant effect on guest satisfaction, while hotel image has no significant effect, partially. However, all three variables simultaneously have a positive and significant effect on guest satisfaction. These findings underscore the importance of improving service quality and competitive pricing strategies in building hotel customer satisfaction.
References
Abbas, M. (2024). Pengaruh citra merek dan kepuasan pelanggan terhadap loyalitas pelanggan. SEIKO: Journal of Management & Business, 7(1), 1–10. https://journal.stieamkop.ac.id/index.php/seiko/article/view/6350
Alfianto, A., & Ilahi, A. (2022). Pengaruh kualitas layanan terhadap kepuasan konsumen pada Hotel Graha Indah Parepare. Jurnal Mirai Management, 7(3), 551–561. https://doi.org/10.37531/mirai.v7i3.2492
Arlita Rewa, J. (2019). Pengaruh harga dan kualitas pelayanan terhadap kepuasan konsumen di Hotel Grand Aquila Bandung. Almana:Jurnal Manajemen Dan Bisnis, 3(3), 576–584.
Badan Perencanaan Pembangunan Daerah (Bappeda) DIY. (2023)
Caniago, C., Siregar, R. T., Julyanthry, J., & Pakpahan, G. E. (2019). Pengaruh kualitas pelayanan dan harga terhadap kepuasan konsumen dengan brand image sebagai variabel moderating pada Toko Sinar Bintang Photo Pematangsiantar. Sultanist: Jurnal Manajemen dan Keuangan. https://doi.org/10.37403/sultanist.v7i2.151
Fauzan, M., & Nurhayati, E. (2023). Analisis pengaruh kualitas pelayanan dan kepatuhan syariah terhadap loyalitas pelanggan hotel syariah. Jurnal Hospitality dan Pariwisata, 5(1), 78–90. https://jurnal.unpad.ac.id/jhp/article/view/34567
Hadyarti, R., & Kurniawan, A. (2022). Pengaruh harga dan kualitas pelayanan terhadap kepuasan pelanggan. Eco-Entrepreneur Journal, 8(1). https://journal.trunojoyo.ac.id/eco-entrepreneur/article/view/17716
Jannah, S. A., Sari, R. P., & Pratiwi, R. (2022). Pengaruh kualitas produk dan persepsi harga terhadap kepuasan pelanggan serta dampaknya pada loyalitas pelanggan. JESYA (Jurnal Ekonomi dan Ekonomi Syariah), 5(1), 1–10. https://stiealwashliyahsibolga.ac.id/jurnal/index.php/jesya/article/download/1421/739
Kaharu, D., & Budiarti, A. (2016). Pengaruh gaya hidup, promosi, dan kualitas produk terhadap keputusan pembelian pada cosmic. Jurnal Ilmu dan Riset Manajemen, 5(3), 1–24.
Kotler, P., Keller, K. L., & Chernev, A. (2022). Marketing management (16th ed.). Pearson.
Mamesah, P. R. E. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Hotel Lucky Inn Manado. Productivity, 1(1), 46–52. https://doi.org/10.35797/ejp.v1i1.27448
Lae, D. N., Nguyen, H. T., & Truong, P. H. (2020). Port logistics service quality and customer satisfaction: Empirical evidence from Vietnam. The Asian Journal of Shipping and Logistics, Volume 36(2), 89–103.
Mukhlis, M. A. (2019). Pengaruh lokasi dan kualitas pelayanan terhadap kepuasan pelanggan pada jasa pengiriman J & T di Muara Bulian. Ekonomis: Journal of Economics and Business, Volume 1(1).
Nurcholifat, D., & Siahaan, S. L. (2022). Pengaruh Kualitas Pelayanan, Persepsi Harga, Dan Citra Merek Terhadap Kepuasan Tamu Di Hotel 101 Urban Jakarta. Jurnal Panorama Nusantara, 17(1), 1–1
Sugiyono. 2018. Metode Penelitian Kuantitatif, Kualitatif, dan R&D, penerbit. Alfabeta,Bandung
Tjiptono, Fandy. (2014). Pemasaran Jasa: Prinsip, Penerapan, Penelitian . Andi Offset.
Wicaksono, D. R. (2021). Implementasi Customer Relationship Management (CRM) di Atria Hotel Malang. Jurnal Kajian Dan Terapan Pariwisata, 2(1), 19–26. https://doi.org/10.53356/diparojs.v2i1.41
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Journal of Emerging Business Management and Entrepreneurship Studies
This work is licensed under a Creative Commons Attribution 4.0 International License.
License and Copyright Agreement
In submitting the manuscript to the journal, the authors certify that:
- They are authorized by their co-authors to enter into these arrangements.
- The work described has not been formally published before, except in the form of an abstract or as part of a published lecture, review, thesis, or overlay journal.
- That it is not under consideration for publication elsewhere,
- That its publication has been approved by all the author(s) and by the responsible authorities tacitly or explicitly of the institutes where the work has been carried out.
- They secure the right to reproduce any material that has already been published or copyrighted elsewhere.
- They agree to the following license and copyright agreement.
