Service Quality and Hotel Facilities in Shaping Guest Revisit Decisions

Sapto Supriyanto; Yuniarto R. Satato; Bayu Prabowo; Yuliani Krisharyati; Oni Almuchlisun

doi:10.63541/4zfa0f67

Authors

Sapto Supriyanto Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia Author https://orcid.org/0000-0002-8497-5192
Yuniarto R. Satato Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia Author https://orcid.org/0009-0009-9679-846X
Bayu Prabowo Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia Author https://orcid.org/0009-0000-7103-2032
Yuliani Krisharyati Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia Author
Oni Almuchlisun Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia Author

DOI:

https://doi.org/10.63541/4zfa0f67

Keywords:

hotel facilities, hotel industry, revisit decision, service quality

Abstract

This study examines the effect of service quality and hotel facilities on guest revisit decisions at Hotel Aston Inn Pandanaran Semarang, a three-star hotel serving business and leisure travelers in Central Java, Indonesia. A quantitative survey design was employed, involving 100 hotel guests selected through purposive sampling. Data were collected using a structured Likert-scale questionnaire covering the five SERVQUAL dimensions, four dimensions of hotel facilities, and indicators of revisit decision. Data were analyzed using multiple linear regression with the assistance of SPSS, following validity, reliability, and classical assumption tests. The results indicate that service quality has a positive and significant effect on guest revisit decisions, hotel facilities also have a positive and significant effect, and both variables jointly explain a substantial proportion of variance in revisit decisions. Service quality emerged as the more dominant predictor compared to hotel facilities. These findings confirm that consistent service delivery and well-maintained facilities are essential levers for guest retention in a highly competitive urban hotel market, and offer practical implications for hotel management seeking to strengthen guest loyalty through service and facility improvement strategies.

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