The Effect of Service and Facility Quality on Customer Satisfaction A Case Study on My Dormy Hostel UMM
Keywords:
Service quality, Facility Quality, Consumer Satisfaction, Hostel, Mitigation FactorsAbstract
Introduction/Key Objectives: Indonesia's fast-growing accommodation industry has made Consumer Satisfaction a crucial indicator for business success, where Quality of Service and Facilities are two fundamental aspects. This study aims to explore the role of these two aspects in My Dormy Hostel UMM.
Background to the Problem: While guest reviews are generally positive, there are variations in perceptions (such as cleanliness and speed of service issues) that indicate that the consistency of service and facilities needs to be improved, so this study focused on the extent to which Quality of Service and Facilities affects consumer satisfaction.
Research Method: This study uses a qualitative descriptive approach to explore the phenomenon in depth. Data collection was conducted through semi-structured interviews with guests, staff, and management, supported by field observations and documentation. The collected data were analyzed using the Miles & Huberman interactive model (reduction, presentation, and drawing of conclusions).
Findings/Results: The results of the study show that Quality of Service (especially the dimensions of Empathy and Responsiveness) is the most significant factor driving satisfaction. However, there are recurring quality gaps in the facilities, particularly on the issue of noise in communal areas and inconsistencies of Wi-Fi and hot water.
Conclusion: The conclusion of this discussion is that very high Quality of Service has succeeded in acting as a mitigation factor that mitigates the negative impact of lack of facilities, so that consumers as a whole still feel worth it and recommend the hostel. The implications of this study suggest that hostel management should immediately address the issue of noise and technical inconsistencies in order to maintain consumer loyalty.
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