User Satisfaction Based on Quality Assurance Performance of Hotel @Hom Premiere Timoho Yogyakarta
Keywords:
Quality Assurance; Customer Satisfaction; Operational Risk Management; Hotel; Yogyakarta;Abstract
The rapid development of tourism in Yogyakarta requires support from quality accommodation providers. Hotel @HOM Premiere Timoho Yogyakarta, a hotel under the Horison Hotels Group, demonstrates its commitment to implementing a standardized quality assurance system, which is part of operational risk management to maintain customer satisfaction. This study aims to analyze the effect of quality assurance on customer satisfaction. Quantitative methods were used to analyze the causal relationship between quality assurance variables and customer satisfaction. Data were collected from users of Hotel @HOM Premiere Timoho Yogyakarta using a purposive sampling technique. The data collection technique used triangulation techniques using questionnaires, observation, and documentation of hotel users who met the criteria for staying more than one night.. This criteria allows for data collection from users who have a richer experience and can provide more accurate assessments of various aspects of hotel service. Data analysis used a structural equation model with the Smart-PLS4 tool. The results found a significant positive effect of quality assurance on customer satisfaction. The improvement in the quality assurance performance of Hotel @HOM Premiere Timoho Yogyakarta leads to increased hotel users satisfaction.
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