I CAN’T GET NO SATISFACTION: EXPLORING INDONESIAN GUESTS’ SATISFACTION AND SERVICE QUALITY IN SOUTH AFRICAN HOTELS

Abstract

This study aims to determine whether the dimensions of service quality affect the satisfaction of Indonesian tourists who visit South Africa and use hotel services, as well as to analyse the most dominant factors in influencing Indonesian tourists' satisfaction toward hotels’ service in South Africa. The population in this study were Indonesian tourists who had just returned from South Africa and used hotel accommodations. Samples were obtained randomly at the Soekarno Hatta International Arrival Terminal, Tangerang, Indonesia in 2019 before the Covid-19 pandemic. The sample was taken around 100 respondents by using non-probability sampling approach with the accidental sampling method. It is discovered that Indonesian guests are pleased with the service quality of the hotels during their stay in South Africa and that the Indonesia guest’s revisit intention quite high. Also, it is suggested that the hotel managements in South Africa need to maintain the elements that have been rated satisfactory by Indonesian guests and need to improve the things that are still lacking. This study contributes an empirical basis in strategic aspect for managing foreign tourists/hotel guests’ satisfaction from abroad perspective.

Keywords

• service quality
• consumer’s satisfaction
• tourism
• hospitality
• consumer’s behaviour