SERVICE QUALITY DAN ONLINE REVIEW TERHADAP KEPUTUSAN MENGINAP DI HOTEL SANTIKA PREMIERE GUBENG SURABAYA

Authors

  • Nabila Salsabila Perandalu Universitas 17 Agustus 1945
  • Ayun Maduwinarti Universitas 17 Agustus 1945 Surabaya
  • Ute Chairuz Mochamad Nasution Universitas 17 Agustus 1945 Surabaya

DOI:

https://doi.org/10.69957/grjb.v5i02.2189

Keywords:

Service Quality, Online Review, Buying Decision

Abstract

This quantitative research examines the influence of Service Quality (X1) and Online Reviews (X2) on the decision to stay (Y) at Hotel Santika Premiere Gubeng Surabaya. Data were collected via opened questionnaires (Likert scale) from 100 prospective consumers, selected purposively, and analyzed using SPSS 2026. Secondary data from previous studies supplement the analysis. Multiple linear regressions were applied to test: (1) the effect of service quality on stay decisions; (2) the impact of online reviews on stay decisions; and (3) their combined effect. Results reveal that both service quality and online reviews have significant positive influences on guests’ stay decisions in both partial and simultaneous models. Service quality (X1) presents a stronger individual effect, while together with online reviews (X2), they explain a substantial portion of the variance in consumer decisions. These findings are consistent with established literature that highlights the pivotal role of service quality in competitive advantage and the critical contribution of online reviews in shaping booking choice.

References

Lien Maulina (2023) “REVITALISASI INDUSTRI PERHOTELAN DENGAN INOVASI TEKNOLOGI : MENINGKATKAN KEUNGGULAN BERSAING DAN PENGALAMAN PELANGGAN,” Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi), 7.

Thung, M.F., Tjahjowidodo, B.T. and Wijaya, S. (2021) “ANALISIS KEPUASAN KONSUMEN HOTEL BINTANG 2 DAN BINTANG 5 DI SURABAYA: PENERAPAN PROSES TEXT-MINING ATAS ULASAN DARING KONSUMEN,” Jurnal Manajemen Pemasaran, 15, pp. 1–9. doi:10.9744/pemasaran.15.1.1─9.

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Published

2025-06-26

How to Cite

Perandalu, N. S., Maduwinarti, A., & Nasution, U. C. M. (2025). SERVICE QUALITY DAN ONLINE REVIEW TERHADAP KEPUTUSAN MENGINAP DI HOTEL SANTIKA PREMIERE GUBENG SURABAYA. GEMAH RIPAH: Jurnal Bisnis, 5(02), 279–283. https://doi.org/10.69957/grjb.v5i02.2189

Issue

Vol. 5 No. 02 (2025): EKONOMI DAN BISNIS

Section

MARKETING

License

Copyright (c) 2025 Nabila Salsabila Perandalu; Ayun Maduwinarti; Ute Chairuz Mochamad Nasution

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

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