Guest Satisfaction on Star Hotel Preparedness In New Normal Era of Covid-19

Ervina, Ersy; Taufiq, Riza; Masatip, Anwari

doi:10.21776/ub.apmba.2021.010.01.2

Cited by 4 publications

(5 citation statements)

References 14 publications

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“…On the other hand, FEMA (2003) defines preparedness as a collection of aspects, including hazard awareness, coordination, hazard mitigation, operations, procedures, communications, facilities, and logistics during a crisis. Research conducted by Ervina et al (2021) shows that guest satisfaction concerning hotel preparedness is exceptionally high. The preparedness of each hotel section was examined, but the effect of the preparedness variable on overall guest satisfaction was not examined in detail.…”

Section: Hypothesis Developmentmentioning

confidence: 99%

“…While the study on hotel satisfaction during COVID-19 was reviewed by (Hong et al, 2020), the study's findings indicated that there was a level of change in hotel guest satisfaction, particularly in Bed & Breakfast (B&B) type hotels, between pre-and post-Covid-19 conditions, which has implications for the hotel's marketing strategy. The study (Ervina et al, 2021) explains that preparedness contributes to guest satisfaction but does not examine the relationship between the two variables.…”

Section: Introductionmentioning

confidence: 99%

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Hotel Post Covid-19: How Preparedness Affects Guest Satisfaction In A Mid-Scales Hotel

Ervina

Taufiq²,

Ratna³

2023

jmi

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Post-pandemic health strategies will be critical to hotel success. Guests' expectations regarding sanitation, cleanliness, safety, and health continue to rise. As a mitigation plan, hotel preparedness is essential to ensure guest satisfaction. Still, few studies examine the relationship between preparedness and guest satisfaction during the COVID-19 pandemic. This study aims to determine the effect of preparedness on guest satisfaction and assess the preparedness’s importance and performance on guest satisfaction in Bandung. The mid-scale hotel category was chosen as the unit of study since it contains the majority of hotels in Bandung. This quantitative cross-sectional study was undertaken. The data was gathered using a questionnaire survey of respondents who had stayed in the mid-scale hotel in Bandung during the pandemic. The data was analyzed using Structural Equation Modeling (SEM) PLS and Importance-Performance Map Analysis (IPMA). According to the research findings, hotel preparedness has a synergic effect on guest satisfaction. Preparedness is a process, not a product, and each practice cannot be attained separately but must be integrated to ensure guest satisfaction. This research contributes that implementing crisis management through preparedness has an essential role in guest satisfaction; practically, hotels are expected to focus on cleanliness quality and strengthen human resources by enhancing employee competencies since they have the highest level of importance in reducing the risk of COVID-19. Keywords— COVID-19, Guest Satisfaction, Mid-Scale Hotel, Preparedness

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Section: Hypothesis Developmentmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Hotel Post Covid-19: How Preparedness Affects Guest Satisfaction In A Mid-Scales Hotel

Ervina

Taufiq²,

Ratna³

2023

jmi

View full text Add to dashboard Cite

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“…A critique revealed that there is a gap in the SERVQUAL model that is adapted to the framework of the study, it focuses on the discrepancies between consumer expectations and the service provider's assessment of customer demands, according to SERVQUAL model, in the study of Wang et al (2021), the revisit intentions of the lodgers are included in the framework, while this is not found in the model used in this study. According to Ervina et al (2021), service is linked to satisfaction wherein the fundamental to tourism marketing strategy is satisfaction as a marketing tool. There was a shift in consumer orientation, health, and cleanliness aspects during the pandemic, and it became a consideration for staying guests when choosing a hotel, this statement agrees with the concept written in our study.…”

Section: Related Riterature Reviewmentioning

confidence: 99%

“…In the new normal, hotel customers will influence their desire to stay in a hotel depending on the health standards as studied by Fexco Official Portal (2020). As mentioned by Ervina et al (2021), one of the survival measures of hotels in the face of the Covid-19 outbreak is to implement health protocols. With this, the research has concluded that a hotel's preparedness has an essential role in the hospitality industry.…”

Section: Related Riterature Reviewmentioning

confidence: 99%

Tripadvisor Reviews of Guest Satisfaction in Conrad Manila as Quarantine Facility 2020-2021: Narrative Analysis

BRETZLAFF,

TOLENTINO,

TORRECAMPO

et al. 2023

qjssh

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The research paper utilized customer evaluation and feedback, particularly those found on TripAdvisor, the research discusses the satisfaction of prior quarantine guests of Conrad Hotel Manila. Researchers gathered the information for the study to determine the service quality that satisfied and dissatisfied the guests during their quarantine stay. The research gathered reviews from 2020–2021 in order to analyze and evaluate the following service quality variables including Tangibles, Reliability, Responsiveness, Assurance, and Empathy. To determine the distributions of each review to the service quality variable, the researchers applied narrative analysis to narrate the reviews under each variable, while quantitative research is used to count the total number of reviews under each service quality. The results of the quantitative analysis show that the service quality attribute that satisfied the guests is the reliability variable for the reason that a significant number of previous quarantine guests indicated that Conrad hotel has well-trained staff and excellent food, this was a total of 84 out of 315 positive statements. On the other hand, the majority of the negative reviews are related to the tangible variable with a total of 7 out of 20 negative statements that dissatisfied the guests during their quarantine period.

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“…Therefore, management strategies must conform to and fight against the crisis. In addition, Ervina et al (2021) argued that one of the hotel's essential roles in reviving the COVID-19 is managing preparedness. On the other hand, employees also need to understand the unstable condition of the hotel.…”

Section: The Role Of Governmentmentioning

confidence: 99%

The Critical Role of Social Capital in Hotel Business Resilience

Ervina

Agoes²

2022

jma

Self Cite

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The COVID-19 outbreak provides the tourism industry incalculable lessons. Many businesses are concentrating on resilience, but few have explored the potential benefits of social capital. This article explains how utilising social capital might help business hotels boost their resilience during times of crisis. Social capital is inextricably linked to social networks, group collaboration, and trust among internal and external stakeholders. The research conducts in March to August 2021. The data was assessed qualitatively through interviews with four informants from the hospitality industry (Hotel Managers) and hotel associations. According to the research, social capital manifests itself in a variety of ways to assist hotels in times of difficulty. Internally, fighting a pandemic requires a willingness to compromise, with the hotel's leadership and creativity playing a critical role. Externally, the government's and associations' roles have a significant impact on hotel resiliency. Collaboration with associations and other external parties has been demonstrated to assist hotels during times of crises. Social capital cannot be created instantly but must be nurtured from the beginning of the hotel's operations. In turn, the social capital that has been established will ensure the hotel's long-term sustainability facing challenges.

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Guest Satisfaction on Star Hotel Preparedness In New Normal Era of Covid-19

Cited by 4 publications

References 14 publications

Hotel Post Covid-19: How Preparedness Affects Guest Satisfaction In A Mid-Scales Hotel

Hotel Post Covid-19: How Preparedness Affects Guest Satisfaction In A Mid-Scales Hotel

Tripadvisor Reviews of Guest Satisfaction in Conrad Manila as Quarantine Facility 2020-2021: Narrative Analysis

The Critical Role of Social Capital in Hotel Business Resilience

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