I CAN’T GET NO SATISFACTION: EXPLORING INDONESIAN GUESTS’ SATISFACTION AND SERVICE QUALITY IN SOUTH AFRICAN HOTELS

Geo Journal of Tourism and Geosites

article

M. Ikhwan Maulana HAERUDDIN¹  Zwelibanzi MPEHLE²  Muhibah MUHIBAH³  Tenri S.P. DIPOATMODJO¹  Uhud Darmawan NATSIR¹ 

[1] Universitas Negeri Makassar, Department of Management, Faculty of Economic and Business;Tshwane University of Technology, Department of Public Management, Faculty of Humanities;Sekolah Tinggi Ilmu Ekonomi Tri Dharma Nusantara, Department of Management

关键词: service quality;    consumer’s satisfaction;    tourism;    hospitality;    consumer’s behaviour;   

DOI  :  10.30892/gtg.422spl02-873

学科分类：社会科学、人文和艺术（综合）

来源: Editura Universitatii din Oradea / University of Oradea Publishing House

【 摘 要 】

This study aims to determine whether the dimensions of service quality affect the satisfaction of Indonesian tourists who visit South Africa and use hotel services, as well as to analyse the most dominant factors in influencing Indonesian tourists' satisfaction toward hotels’ service in South Africa. The population in this study were Indonesian tourists who had just returned from South Africa and used hotel accommodations. Samples were obtained randomly at the Soekarno Hatta International Arrival Terminal, Tangerang, Indonesia in 2019 before the Covid-19 pandemic. The sample was taken around 100 respondents by using non-probability sampling approach with the accidental sampling method. It is discovered that Indonesian guests are pleased with the service quality of the hotels during their stay in South Africa and that the Indonesia guest’s revisit intention quite high. Also, it is suggested that the hotel managements in South Africa need to maintain the elements that have been rated satisfactory by Indonesian guests and need to improve the things that are still lacking. This study contributes an empirical basis in strategic aspect for managing foreign tourists/hotel guests’ satisfaction from abroad perspective.

【 授权许可】

CC BY-NC-ND