MATEC Web Conf.
Volume 218, 2018The 1st International Conference on Industrial, Electrical and Electronics (ICIEE 2018)
|Number of page(s)
|Industrial And Engineering Applications
|26 October 2018
Sustainability in Accommodation Service Industry: The Role of Quality and Value
Department of Business Administration, Politeknik Negeri Bandung, Bandung, Indonesia
Corresponding author: email@example.com
Hotel industry as a provider of tourist accommodation is an essential pillar of the tourism industry. This study is designed to identify how non-star budget accommodation industry sustain its business, through providing service that enables to satisfy and make loyal their customers. Referring to the existing literature, three predictors included in the model of developing guest loyalty, i.e. service quality, service value, and customer satisfaction. Data were collected from 298 domestic tourists in five tourism destinations in West Java; there are Cianjur, Cirebon, Bandung, Sukabumi, and Ciamis. The findings indicate that tourists tend not loyal to budget accommodation because of the service quality that they received does not meet their expectations. Similarly, tourists’ perception on the perceived value and level of satisfaction are not as customer expected. In terms of how domestic tourist develop loyalty, the result confirms that service quality and perceived value are important determinants of tourist satisfaction and loyalty. Thus, it is suggested that creating a high service quality and value are imperative for the non-star hotel industry to develop its sustainable business.
© The Authors, published by EDP Sciences, 2018
This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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