Service Quality and Hotel Facilities as Determinants of Guest Satisfaction at Bali Nusa Dua Convention Center
Keywords:
guest perception, service quality, hotel facilities, customer satisfactionAbstract
Purpose: This study aims to analyze guests’ perceptions of the quality of service and facilities provided by Bali Nusa Dua Convention Center (BNDCC), Indonesia, as well as their influence on customer satisfaction.
Research methods: The research method used was qualitative descriptive, with data collection techniques including observation, in-depth interviews, documentation, and secondary data analysis such as Google Reviews and questionnaires. The analysis was conducted based on the five dimensions of service quality according to the SERVQUAL model, which are reliability, responsiveness, assurance, empathy, and tangibles, as well as facility dimensions that include comfort, completeness, and accessibility.
Findings: In general, the guests have a positive perception of the service and facilities provided by BNDCC. However, there are some critical notes, such as limitations in the parking area and access to public transportation. These findings demonstrate that the quality of service and facilities plays an important role in creating customer satisfaction.
Implication: BNDCC management needs to continuously evaluate and improve these aspects to maintain and increase guest loyalty.
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