Analisis Pengaruh Fasilitas Dan Kualitas Layanan Terhadap Word Of Mouth Melalui Kepuasan Pada Hotel Berbintang Di Kabupaten Semarang
DOI:
https://doi.org/10.55606/sinov.v5i1.593Keywords:
Facilities, Service Quality, Satisfaction, Word of MouthAbstract
This research aims to measure the influence of facilities and service quality on guest satisfaction, which has an impact on word of mouth. Research based on empirical phenomena sourced from hotel reviews on Online Travel Agents (OTA) which shows the dissatisfaction of guests staying at star hotels in Semarang Regency. This research uses quantitative methods with data in the form of numbers as an analytical tool. The population in this study were guests who had stayed at five-star hotels in Semarang Regency. The sampling technique uses a purposive sampling method to determine specific criteria in order to facilitate obtaining data. The number of samples taken was 148 respondents. The data analysis method uses Structural Equation Modeling (SEM) and is processed using AMOS. The results showed that facilities had an effect on satisfaction, satisfaction had an effect on word of mouth. However, quality has no effect on satisfaction, facilities have no effect on word of mouth and quality has no effect on word of mouth. However, facilities influence word of mouth if it is strengthened by the feeling of satisfaction that is formed and service quality also influences word of mouth if it is strengthened by the satisfaction felt by staying guests.
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