Pengaruh Pelayanan Dan Fasilitas Terhadap Rating Sangat Puas Wisatawan Hotel Tjampuhan & Spa, Ubud, Gianyar, Bali Di Tripadvisor

Abstract

Hotel Tjampuhan & Spa is a historic accommodation in Ubud known for its combination of natural ambiance, Balinese tradition, and historical value. This study aims to analyze the influence of service and facilities on the probability of tourists giving a very satisfied rating based on TripAdvisor reviews. The research applies a quantitative approach using binary logistic regression analysis. The service variable (X₁) was measured through service ratings, while the facilities variable (X₂) was calculated from the average ratings of cleanliness, room quality, and value. The dependent variable was the very satisfied rating derived from the overall rating category.

The findings reveal that service does not significantly influence the probability of tourists giving a very satisfied rating because it is considered a basic expectation by guests. In contrast, facilities have a significant and more dominant influence, particularly aspects related to cleanliness, room comfort, and value for money. Simultaneously, service and facilities significantly influence tourist satisfaction. Interviews with hotel management also indicated that environmental and cultural aspects, such as the natural atmosphere, proximity to Pura Gunung Lebah, and the natural spring “air klebutan,” support guest experience and customer loyalty. However, these aspects were only used as supporting data and were not included as variables in the regression analysis model.