Musytari : Jurnal Manajemen, Akuntansi, dan Ekonomi

Vol. 25 No. 10 (2026): Musytari: Neraca Manajemen, Akuntansi, dan Ekonomi, ISSN 3025-9495
Articles

PENGARUH KUALITAS LAYANAN DAN LOKASI TERHADAP KEPUASAN KONSUMEN DI HOTEL DEWINDA KOTA LUBUKLINGGAU

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  • Indra Pradana,
  • Suwarno,
  • M. Effendi
Indra Pradana
Universitas Bina Insan Lubuklinggau
Suwarno
Universitas Bina Insan Lubuklinggau
M. Effendi
Universitas Bina Insan Lubuklinggau

Published 2026-09-21

Keywords

  • Service Quality,
  • Location,
  • Customer Satisfaction

How to Cite

PENGARUH KUALITAS LAYANAN DAN LOKASI TERHADAP KEPUASAN KONSUMEN DI HOTEL DEWINDA KOTA LUBUKLINGGAU. (2026). Musytari : Jurnal Manajemen, Akuntansi, Dan Ekonomi, 25(10). https://journal.cib.institute/index.php/musytari/article/view/4343

Abstract

In addition to high-quality service and a strategic location, customer satisfaction is a crucial factor. When customers experience the service provided by the hotel and consistently form a positive impression, the hotel staff must remain friendly and strictly adhere to Standard Operating Procedures (SOPs). Satisfied customers are more likely to return for future stays. Customer satisfaction depends on the product's perceived performance relative to the buyer's expectations. If the performance falls short of expectations, the customer is disappointed. If it meets expectations, the customer is satisfied. If performance exceeds expectations, the customer is highly satisfied. The problems in this study are 1) Is there an influence of service quality on consumer satisfaction at Dewinda Hotel in Lubuklinggau?, 2) Is there an influence of location on consumer satisfaction at Dewinda Hotel in Lubuklinggau?. 3) Is there an influence of service quality and location on consumer satisfaction at Dewinda Hotel in Lubuklinggau?. The purpose of this study is 1) To determine the influence of service quality on consumer satisfaction at Dewinda Hotel in Lubuklinggau. 2) To determine the influence of location on consumer satisfaction at Dewinda Hotel in Lubuklinggau. 3) To determine the influence of service quality and location on consumer satisfaction at Dewinda Hotel in Lubuklinggau. The type of research is quantitative. The sample is 94 people. Data collection is done by questionnaire. Data analysis uses t test and F test. The results of the study are that Service Quality and Location have a positive effect on Consumer Satisfaction. This is due to the results of the hypothesis test, which showed that the original sample estimated path coefficient for Service Quality and Customer Satisfaction was 0.443, with a significance level below 5%. This is indicated by the f-statistic of 3.972, which is greater than the f-table value of 1.984. The p-value is 0.000. The p-value (0.000) < α = 5.
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