Report on Satisfaction Level toward Hotel Services. August 2014

Transcription

1 Report o Satisfactio Level toward Hotel Services August 2014

2 Table of cotet A. Research Backgroud B. Research Desig C. Respodets Profile D. Key Fidigs E. Detail Fidigs 1. Respodets Hotel Stay Experiece 2. Respodets Purchase Motive / Importace Level 3. Respodets Satisfactio toward Hotel Services Quality 3.1 Hospitality 3.2 Accommodatio 3.3 Food ad Beverage 3.4 Supplemetary Services 3.5 Physical Evidece 3.6 Pricig ad Paymet Method 3.7 Value Added Services 4. Overall Customer Satisfactio ad Loyalty Effect 2

3 A. Research backgroud Travel, tourism ad leisure idustry are cosidered as the fastest-growig sectors i the global ecoomy ad is expected to rise i the future. With this, Idoesia has a great potetial i the such hospitality idustry as Hotel, cosiderig the icreasig umber of tourists i Idoesia over time. Thus, the Hotel busiess player eed to kow the strategic beefits of the ivestmet made i Hotel services improvemet. The survey is coducted focus o followig poits: Respodets Hotel Stay Experiece Kow the Respodets last experiece i 6 moths whe stayig at a Hotel i term of their prefereces of Hotel choices, Bookig or reservatio method ad cosideratio whe choosig a Hotel. Respodets Purchase Motive / Importace Level To capture the key factors that ifluece their evetual choice of a particular Hotel ad to kow the Hotel services that have ifluece over their level of iterest. Respodets Satisfactio toward Hotel Services Quality To fid out how factors affect the Hotel guests satisfactio o Hotel Services quality To kow Hotel guest s satisfactio ad loyalty effect by Hotel Areas

4 B. Research desig Research Method Olie Research Fieldwork Period August 2014 Research Area Respodet Criteria Sample Size Number of Questios Survey Cotet Idoesia (Natiowide) Male ad Female aged 17 ad above Stayed i a Hotel i Idoesia i the recet 6 moths 417 samples 6 Screeig questios ad 18 mai questios (Hotel Satisfactio Attributes) Screeig Geder, Age, Occupatio, Mothly Housesold Expediture, Public services used i the recet 6 moths ad Hotel locatio Mai Study City of Hotel, Hotel Brads, Occassio, Legth of Stay, Hotel Room type, Hotel Room Fee, Bookig or Reservatio methods, Olie Travel site used, Cosideratios whe choosig Hotel, The importace level of hotel facilities, Level of met towards some of Hotel satisfactio attributes (Hospitality, Accommodatio, Food ad Beverage, Suplemetary Services, Recreatio ad Etertaimet, Appearace ad Locatio, Pricig ad Paymet Mode, Iovatio ad Value Added Services) ad Guests Overall Satisfactio Level. 4

5 C. Respodet profile Geder Age Male Female years old years old years old years old ad above Employmet Status Mothly household Expeses SEC C: Rp (Code 3) SEC B: Rp Rp (Code 4 ~ 6) SEC A: Rp ad above (Code 7 ~ 8)

6 D. Key fidigs Respodets Hotel Stay Experiece (1) Prefereces o Hotel choices There are quite sigificat differeces amog Hotel locatio. There are 21.1% of the respodets who stayed at a Hotel i Jakarta, followed by 15.8% who stayed i Yogyakarta ad 12.2% i Bali. The top three Hotel brads the respodets stayed at i the last 6 moths are Novotel, Ibis ad Amaris which accout for 11.5%, 11.0% ad 6.5%, respectively. Hotel Stay Experiece i the Last 6 moths The Hotel Stay is domiated by guests who were i their leisure travel (shoppig / culiary travelig) ad corporate / busiess trip, which accout for 37.2% ad 33.3% respectively. There are 44.4% respodets aged years old who were i busiess trip whe stayig at a Hotel. Moreover, there are 60.8% of the respodets stayed i Bali Hotel were o their leisure travel. There are 78.4% of respodets who stayed at a hotel for 1 3 ights, whereas 16.8% stayed for 4 6 ights. 35.3% respodets who stayed at Hotel i Bali spet up to 4 6 ights. With regard to the Hotel room type, there are 40.5% of respodets who spet the ights i Double Hotel Room (for two guests with double bed), whereas 20.1% of the respodets had Hotel stay experiece i Sigle Room (room for oe guest with sigle bed). Spedig the ights i a Hotel last time i 6 moths, 23.5% of the respodets paid IDR 300, ,000 per room per ight. Ad, there are 23.3% of the surveyed respodets who booked a room for IDR 500, ,000 per room per ight. Moreover, there are 26.3% respodets with SEC C spet IDR 100, ,000 for a Hotel room they have booked last time withi the last 6 moths. 6

7 D. Key fidigs Respodets Hotel Stay Experiece (2) Bookig / Reservatio Method The most preferred Hotel bookig / reservatio method is Direct Reservatio / bookig i the chose Hotel, where there are 52.5% of the respodets who booked a Hotel room directly. Reservatio through Travel Agecy (21.6%) is quite popular method amog Bali Hotel stayer. Amog the respodets who booked a Hotel room through Olie travel site, Agoda is the most widely used/accessed travel site. 40.5% of the Hotel guests booked their Hotel room through Agoda, followed by Bookig.com (18.9%) ad Tiket.com (10.8%). Respodets Cosideratio whe choosig a Hotel Locatio, Price, Facility, Clealiess, ad Hotel staff services are amog the top five cosideratios whe choosig a Hotel, which accouts for 76.5%, 69.8%, 67.6%, 65.0% ad 49.4% respectively. Moreover, categorized by SEC Class, 77.7% of the respodets with mothly household expediture of IDR 5,000,001 ad above (SEC A) chose Hotel Facility as their mai cosideratio whe choosig a Hotel. Respodets Purchase Motive / Importace Level The importace level shows that Gym/Fitess, Spa/Saua, Busiess Facilities, Playgroud, Babby sittig service, Tour guide facility, ad Pets Allowed i a Hotel will require moitorig ad maagemet.

8 D. Key fidigs Respodets Satisfactio toward Hotel Services Quality Customer Satisfactio ad Loyalty Effect by Hotel Areas Hotel Area who score i the Zoe of Idifferece have customers/hotel guests who are ot too loyal because they are vulerable to other Hotels (competitors) who ca push their overall guests satisfactio scores higher. Those customers are provided with may Hotel choices that have same service offerig. Customer Satisfactio Grid Opportuities for Improvemet: The grid below suggests that Hospitality service i a Hotel are perceived to be very importat to respodets, but performace levels are fairly low. This suggests that improvemet efforts for deliverig better service should be cocetrated here. High Quality: Attributes placed i this quadrat such as Accomodatio, Food ad Beverage, Appearace ad Locatio, ad Pricig ad paymet Mode are perceived to be very importat to respodets, ad at the same time, the Hotel seems to have high levels of performace i these services beig offered by a Hotel. 8

9 E. Detail fidigs 1. Respodets Hotel Stay Experiece 2. Respodets Purchase Motive / Importace Level 3. Respodets Satisfactio toward Hotel Services Quality 4. Overall Customer Satisfactio ad Loyalty Effect 9

10 Hotel Locatio Q. Please tell us i what city did you stay at a Hotel withi the last 6 moths. [SA] The chart below give iformatio about the Hotel locatio the respodets stayed at i the last 6 moths. It ca be see that there are quite sigificat differeces amog Hotel locatio. There are 21.1% of the respodets who stayed at a Hotel i Jakarta, followed by 15.8% who stayed i Yogyakarta ad 12.2% i Bali Percetage of 10% higher tha the Total Jakarta Badug Padag Lampug Batam Bogor Bali Balikpapa Maado Makassar Surabaya Meda Palembag Papua Yogyakarta Others Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

11 Hotel Brad Q. Please tell us what is the brad of Hotel you stay at withi the last 6 moths? [SA] The top three Hotel brads the respodets stayed at i the last 6 moths are Novotel, Ibis ad Amaris which accout for 11.5%, 11.0% ad 6.5%, respectively Percetage of 10% higher tha the Total All Seasos (Ibis Style) Fave Hotel Ibis Amaris Hotel by Marriott Sherato Novotel Others Per. Total BD 01: Geder Male Female years old years old years old years old ad above BD 03: Mothly household expediture SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

12 Hotel Stay Occasio Q. Please tell us o what occasio did you stay at a Hotel last time? [SA] The chart below give iformatio o the respodets occasio whe havig a Hotel stay last time i recet 6 moths. The Hotel Stay is domiated by guests who were i their leisure travel (shoppig / culiary travelig) ad corporate / busiess trip, which accout for 37.2% ad 33.3% respectively. It ca also be clearly see that there are 44.4% respodets aged years old who were i busiess trip whe stayig at a Hotel. Moreover, there are 60.8% of the respodets stayed i Bali Hotel were o their leisure travel. Percetage of 10% higher tha the Total Corporate/ busiess trip Leisure travel / shoppig / Culiary Travellig 6.5 Family holidays (visited family members) Adveture Holiday (climbig, campig, divig, etc) Hoey moo Travel For Health Check-up i Idoesia Study Tour for cultural visit Atteded music cocert Atteded weddig party Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others Others 12

13 Legth of Hotel Stay Q. Please tell us how may ights did you stay at a hotel last time? [SA] There are 78.4% of respodets who stayed at a hotel for 1 3 ights, whereas 16.8% stayed for 4 6 ights. This is also clear that 35.3% respodets who stayed at Hotel i Bali spet up to 4 6 ights Percetage of 10% higher tha the Total 1-3 ights 4-6 ights 7-9 ights ights ights More tha 15 ights Per. Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

14 Type of Hotel Room Q. Please tell us which room type was the closest to your hotel room last time? [SA] There are 40.5% of respodets who spet the ights i Double Room (for two guests with double bed), whereas 20.1% of the respodets had Hotel stay experiece i Sigle Room (room for oe guest with sigle bed). Percetage of 10% higher tha the Total Sigle Room (sigle bed) Double Room (double bed) Twi Room (twi bed) Stadard Room (family room with 1 double bed ad 1 sigle bed ad spacious room) Superior Room (small apartmet room with livig room, equipped kitche, etc) Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

15 Hotel Room Fee Q. Please tell us the Hotel Room Fee you spet last time withi the last 6 moths (per room per ight)? [SA] Spedig the ights i a Hotel last time i 6 moths, 23.5% of the respodets paid IDR 300, ,000 per room per ight. Ad, there are 23.3% of the surveyed respodets who booked a room for IDR 500, ,000 per room per ight. Moreover, there are 26.3% respodets with SEC C spet IDR 100, ,000 for a Hotel room they have booked last time withi the last 6 moths Below Above Percetage of 10% higher tha the Total Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others Price i IDR 15

16 Bookig / Reservatio Method Q. Please tell us how did you book/reserve Hotel room last time? [SA] The most preferred Hotel bookig / reservatio method is Direct Reservatio / bookig i the chose Hotel, where there are 52.5% of the respodets who booked a Hotel room directly. Reservatio through Travel Agecy (21.6%) is quite popular method amog Bali Hotel stayer Percetage of 10% higher tha the Total Olie Travel Aget Through call cetre Official Hotel hotel room Reservatio office reservatio Reservatio through Travel Agecy reservatio Olie reservatio/ bookig from the desigated hotel Direct reservatio/ bookig Others BD 01: Geder Per. Total Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

17 Olie Travel Site Q. Please tell us what is the olie travel site that you used to book/reserve hotel last time? [SA] Amog the respodets who booked a Hotel room through Olie travel site, Agoda is the most widely used/accessed travel site. 40.5% of the Hotel guests booked their Hotel room through Agoda, followed by Bookig.com (18.9%) ad Tiket.com (10.8%) Percetage of 10% higher tha the Total Agoda Pegipegi Hotels.com Rajakamar Bookig.com bookpaorama. com VoucherHotel.com Expedia.co.id klikhotel.com HotelTravel.com Tiket.com Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others accorhotel.com Asmiatravel.co ewsha hostelsclub pricelie Fastbookig Hostelbookers.com RatesToGo Hostelworld.co m TICKTAB HotelClub TravelEasy WorldwideHo lidays Wego Idoesia Others 17

18 Cosideratios whe Choosig a Hotel Q. Please tell us which factors did you cosider the most whe choosig a Hotel? [MA] Locatio, Price, Facility, Clealiess, ad Hotel staff services are amog the top five cosideratios whe choosig a Hotel, which accouts for 76.5%, 69.8%, 67.6%, 65.0% ad 49.4% respectively. Moreover, categorized by SEC Class, 77.7% of the respodets with mothly household expediture of IDR 5,000,001 ad above (SEC A) chose Hotel Facility as their mai cosideratio whe choosig a Hotel BD 01: Geder Percetage of 10% higher tha the Total Price Hotel Brad Locatio Facility Public Acesses Star Rate Reservatio Recomme /Bookig Promotio datios Methods Hotel Staff services Hotel physical Clealiess appearace Per. Per. Per. Per. Per. Per. Total Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others Others 18

19 E. Detail fidigs 1. Respodets Hotel Stay Experiece 2. Respodets Purchase Motive / Importace Level 3. Respodets Satisfactio toward Hotel Services Quality 4. Overall Customer Satisfactio ad Loyalty Effect 19

20 Level of Importace for Swimmig Pool Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 49.6% of the Hotel stayer said that it is [importat] to stay i a Hotel that provides swimmig pool facility, whereas 13.2% of the stayers said that swimmig pool is ot their mai cosideratio whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Swimmig Pool Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

21 Level of Importace for Iteret Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 94.0% of the Hotel stayer said that it is [importat] to stay i a Hotel that provide iteret access, whereas 1.7% of the stayers said that iteret access is ot their mai cosideratio whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Iteret Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

22 Level of Importace for Gym/Fitess Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 37.6% of the Hotel stayer said that it is [importat] to stay i a Hotel that provides Gym/fitess facility, whereas 20.6% of the stayers said that gym/fitess is ot their mai cosideratio whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Gym/Fitess Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

23 Level of Importace for Car Park Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 89.2% of the Hotel stayer said that it is [importat] to stay i a Hotel that have sufficiet Car Park facility, whereas 4.1% of the stayers said that car park is ot their mai cosideratio whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Car Park Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

24 Level of Importace for Dry Cleaig service Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 66.9% of the Hotel stayer said that it is [importat] to stay i a Hotel that provides Dry cleaig service facility, whereas 7.9% of the stayers said that dry cleaig service is ot their mai cosideratio whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Dry Cleaig service Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

25 Level of Importace for Spa/Saua Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 45.8% of the Hotel stayer said that it is [importat] to stay i a Hotel that have Spa/saua facility, whereas 14.6% of the stayers said that spa/saua is ot their mai cosideratio whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Spa/Saua Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

26 Level of Importace for Busiess Facilities Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 57.8% of the Hotel stayer said that it is [importat] to stay i Hotel that have Busiess facility, whereas 10.1% of the stayers said that busiess facility is ot their mai cosideratio whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Busiess Facilities Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

27 Level of Importace for Playgroud Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 57.6% of the Hotel stayer said that it is [importat] to stay i a Hotel that have Playgroud facility, whereas 11.8% of the stayers said that playgroud facility is ot their mai cosideratio whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Playgroud (Family/Child Friedly) Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

28 Level of Importace for Baby sittig service Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 37.4% of the Hotel stayer said that it is [importat] to stay i a Hotel that have Baby sittig service facility, whereas 24.2% of the stayers said that baby sittig service facility is ot their mai cosideratio whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Baby sittig service Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

29 Level of Importace for Restaurat/Coffee Cafe/Nightclub Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 83.0% of the Hotel stayer said that it is [importat] to stay i Hotel that have Restaurat/coffee cafe/ightclub facility, whereas 4.3% of the stayers said that this facility is ot their mai cosideratio whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Restaurat/Coffee Cafe/Nightclub Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

30 Level of Importace for Room service Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 95.4% of the Hotel stayer said that it is [importat] to stay i a Hotel that have Room service, whereas 1.0% of the stayers said that this service is ot their mai cosideratio whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Room service Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

31 Level of Importace for 24 hours guest service Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 95.2% of the Hotel stayer said that it is [importat] to stay i a Hotel that have 24-hours guest/customer service, whereas 1.2% of the stayers said that this service is ot their mai cosideratio whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat guest/customer service (24 hours) Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

32 Level of Importace for Smokig ad No Smokig Areas Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 75.8% of the Hotel stayer said that it is [importat] to stay i a Hotel that have Smokig Area facility, whereas 8.2% of the stayers said that this facility is ot their mai cosideratio whe choosig a Hotel. The table shows that 61.7% of respodets aged years old cosider smokig area facility i a Hotel as a very importat factor whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Smokig Area ad No Smokig Rooms Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

33 Level of Importace for Airport Trasfer Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 75.6% of the Hotel stayer said that it is [importat] to stay i a Hotel that provide Airport Trasfer service, whereas 4.6% of the stayers said that this service is ot their mai cosideratio whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Airport Trasfer Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

34 Level of Importace for Tour guide facilities Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 59.0% of the Hotel stayer said that it is [importat] to stay i a Hotel that have Tour guide facility, whereas 9.4% of the stayers said that this facility is ot their mai cosideratio whe choosig a Hotel. The table shows that 52.1% of respodets stayed at a Hotel i Badug cosider tour guide facility as a very importat factor whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Tour guide facilities Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

35 Level of Importace for Pets Allowed Q. Please tell us how importat is the availability of the followig hotel facilities that you would cosider whe choosig a Hotel? [Matrix SA] 27.3% of the Hotel stayer said that it is [importat] to stay i Hotel that give permissio to brig pets, whereas 36.2% of the stayers said that this facility is ot their mai cosideratio whe choosig a Hotel. Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Pets Allowed Percetage of 10% higher tha the Total Very importat Somewhat importat Neutral Somewhat uimportat Very uimportat Per. Per. Per. Per. Per. Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

36 IMPORTANT PURCHASE MOTIVE/ IMPORTANCE LEVEL Protect: This group will require special iitiative to protect their iterests Good Relatio: A close ad good workig relatioship must be established with this group Low Priority: May have some ivolvemet, but relatively i lower priority Moitor: This group may be source of risks, ad will require careful moitorig ad maagemet The importace level grid below shows that Gym/Fitess, Spa/Saua, Busiess Facilities, Playgroud, Babby sittig service, Tour guide facility, ad Pets Allowed i a Hotel will require moitorig ad maagemet. High Low Mea Score : Low PROTECT LOW PRIORITY GOOD RELATION Weight : INFLUENCE MONITOR 9 High ATTRIBUTES : 1. Swimmig Pool 2. Iteret 3. Gym/Fitess 4. Car Park 5. Dry Cleaig service 6. Spa/Saua 7. Busiess Facilities 8. Playgroud (Family/Child Friedly) 9. Baby sittig service 10. Restaurat/Coffee Cafe/Nightclub 11. Room service hours guest/customer service 13. Smokig Area ad No Smokig Rooms 14. Airport Trasfer 15. Tour guide facilities 16. Pets Allowed 17. Facilities for diabled guests 36

37 E. Detail fidigs 1. Respodets Hotel Stay Experiece 2. Respodets Purchase Motive / Importace Level 3. Respodets Satisfactio toward Hotel Services Quality 3.1 Hospitality 3.2 Accommodatio 3.3 Food ad Beverage 3.4 Supplemetary Services 3.5 Physical Evidece 3.6 Pricig ad Paymet Method 3.7 Value Added Services 4. Overall Customer Satisfactio ad Loyalty Effect 37

38 Level of met - Well-orgaized frot desk Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 85.1% of the surveyed respodets who are satisfied with efficiet frot desk of Hotel they stayed at compared to 9.4% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

39 Level of met - Resposive ad commuicative receptioist Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 89.4% of the surveyed respodets who are satisfied with the friedly & commuicative receptioist of Hotel they stayed at compared to 8.4% of dissatisfied percetage. The table shows that 61.2% of the respodets who stayed at a Hotel i Surabaya were very satisfied with the friedly & commuicative receptioist. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

40 Level of met - Lovely Hotel staffs Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 88.7% of the surveyed respodets who are satisfied with the pleasat staff of Hotel they stayed at compared to 8.4% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

41 Level of met - Prompt ad well-maered hotel services Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 89.9% of the surveyed respodets who are satisfied with the prompt & courteous service of Hotel they stayed at compared to 7.2% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

42 Level of met Valuable iformatio Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 89.0% of the surveyed respodets who are satisfied with the cogeiality of iformatio couter of Hotel they stayed at compared to 7.4% of dissatisfied percetage. 48.1% respodets aged 35 years old ad above strogly agree with the cogieality of iformatio couter. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

43 Level of met - Laguage proficiecy of Hotel staff Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 88.2% of the surveyed respodets who are satisfied with the staffs laguage proficiecy of Hotel they stayed at compared to 7.7% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

44 Level of met - Sufficiet hotel security Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 90.2% of the surveyed respodets who are satisfied with the sufficiet security of Hotel they stayed at compared to 7.9% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

45 E. Detail fidigs 1. Respodets Hotel Stay Experiece 2. Respodets Purchase Motive / Importace Level 3. Respodets Satisfactio toward Hotel Services Quality 3.1 Hospitality 3.2 Accommodatio 3.3 Food ad Beverage 3.4 Supplemetary Services 3.5 Physical Evidece 3.6 Pricig ad Paymet Method 3.7 Value Added Services 4. Overall Customer Satisfactio ad Loyalty Effect 45

46 Level of met Peaceful Hotel room Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 95.2% of the surveyed respodets who are satisfied with the quiet room of Hotel they stayed at compared to 3.6% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

47 Level of met - Well-maitaied ad clea room Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 94.7% of the surveyed respodets who are satisfied with the well-maitaied ad clea room of Hotel they stayed at compared to 3.1% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

48 Level of met Well-equipped Hotel room Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 91.4% of the surveyed respodets who are satisfied with the audio-visual equipmet of Hotel they stayed at compared to 4.8% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

49 Level of met - Availability of safety box Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 80.6% of the surveyed respodets who are satisfied with the i-room safety box of Hotel they stayed at compared to 10.1% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

50 Level of met - Furished Hotel room Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 89.2% of the surveyed respodets who are satisfied with furished room of Hotel they stayed at compared to 6.0% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

51 Level of met - Iteret coectio / Wi-fi service Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 89.7% of the surveyed respodets who are satisfied with iteret coectio cable / wifi of Hotel they stayed at compared to 7.0% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

52 Level of met - Clea ad comfy pillowy bed Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 95.9% of the surveyed respodets who are satisfied with comfortable bed of Hotel they stayed at compared to 3.4% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

53 Level of met Comfortable & complete bathig equipmet Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 93.3% of the surveyed respodets who are satisfied with safe & well-equipped bathroom of Hotel they stayed at compared to 4.8% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

54 Level of met - Reasoable spacious Hotel room Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 93.0% of the surveyed respodets who are satisfied with spacious rooms of Hotel they stayed at compared to 4.8% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

55 Level of met - Electroic Door Locks Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 87.8% of the surveyed respodets who are satisfied with the safety of Hotel (the use of electric door) they stayed at compared to 7.7% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

56 E. Detail fidigs 1. Respodets Hotel Stay Experiece 2. Respodets Purchase Motive / Importace Level 3. Respodets Satisfactio toward Hotel Services Quality 3.1 Hospitality 3.2 Accommodatio 3.3 Food ad Beverage 3.4 Supplemetary Services 3.5 Physical Evidece 3.6 Pricig ad Paymet Method 3.7 Value Added Services 4. Overall Customer Satisfactio ad Loyalty Effect 56

57 Level of met - Fresh food i Hotel restaurat Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 90.6% of the surveyed respodets who are satisfied with the food of Hotel they stayed at compared to 5.3% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

58 Level of met - Hygieic food Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 94.0% of the surveyed respodets who are satisfied with the hygieic food of Hotel they stayed at compared to 3.4% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

59 Level of met - Food choices offerig Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 90.9% of the surveyed respodets who are satisfied with food choices offerig of Hotel they stayed at compared to 7.0% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

60 Level of met Access to cafe/restaurat/bar Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 86.6% of the surveyed respodets who are satisfied with louge/bar/pub access of Hotel they stayed at compared to 6.0% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

61 Level of met - Food promotio offerig Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 81.5% of the surveyed respodets who are satisfied with food promotio of Hotel they stayed at compared to 9.8% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

62 E. Detail fidigs 1. Respodets Hotel Stay Experiece 2. Respodets Purchase Motive / Importace Level 3. Respodets Satisfactio toward Hotel Services Quality 3.1 Hospitality 3.2 Accommodatio 3.3 Food ad Beverage 3.4 Supplemetary Services 3.5 Physical Evidece 3.6 Pricig ad Paymet Method 3.7 Value Added Services 4. Overall Customer Satisfactio ad Loyalty Effect 62

63 Level of met - Hair, face ad body treatmet services Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 70.3% of the surveyed respodets who are satisfied with the availability of persoal care ameities (spa, facial treatmet, salo) of Hotel they stayed at compared to 12.7% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

64 Level of met - Laudry service offerig Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 83.7% of the surveyed respodets who are satisfied with efficiet laudry service of Hotel they stayed at compared to 5.5% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

65 Level of met - Frequet ad o time Lie chage service Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 91.1% of the surveyed respodets who are satisfied with frequet ad o time Lie chage service (at o charge) of Hotel they stayed at compared to 3.6% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

66 Level of met - Free I-room ewspaper ad magazie Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 83.2% of the surveyed respodets who are satisfied with free ewspaper of Hotel they stayed at compared to 9.1% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

67 Level of met - Airport coach service Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 79.4% of the surveyed respodets who are satisfied with ecoomical ad coveiet airport coach of Hotel they stayed at compared to 8.4% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

68 Level of met - Travel guides ad brochures Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 82.0% of the surveyed respodets who are satisfied with the travel guides ad brochures of Hotel they stayed at compared to 8.9% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

69 Level of met - Prompt taxi orderig service Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 83.2% of the surveyed respodets who are satisfied with the 24 hours taxi service of Hotel they stayed at compared to 7.4% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

70 Level of met - Joggig track, swimmig pool ad gym facilities Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 76.3% of the surveyed respodets who are satisfied with recreatioal facilities of Hotel they stayed at compared to 12.7% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

71 Level of met - Near access to etertaimet facilities Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 89.4% of the surveyed respodets who are satisfied with easy access to etertaimet facilities of Hotel they stayed at compared to 4.3% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

72 E. Detail fidigs 1. Respodets Hotel Stay Experiece 2. Respodets Purchase Motive / Importace Level 3. Respodets Satisfactio toward Hotel Services Quality 3.1 Hospitality 3.2 Accommodatio 3.3 Food ad Beverage 3.4 Supplemetary Services 3.5 Physical Evidece 3.6 Pricig ad Paymet Method 3.7 Value Added Services 4. Overall Customer Satisfactio ad Loyalty Effect 72

73 Level of met Attractive physical appearace of hotel Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 93.8% of the surveyed respodets who are satisfied with pleasig physical appearace of Hotel they stayed at compared to 3.1% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

74 Level of met Impressive Hotel decoratio Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 92.8% of the surveyed respodets who are satisfied with stylish iterior & exterior decor of Hotel they stayed at compared to 3.1% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

75 Level of met Eye-catchig hotel view Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 85.6% of the surveyed respodets who are satisfied with spectacular view of Hotel they stayed at compared to 7.2% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

76 Level of met - Coveiet Hotel locatio Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 95.2% of the surveyed respodets who are satisfied with coveiet & accessible locatio of Hotel they stayed at compared to 1.4% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

77 Level of met - Spacious parkig lot Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 92.1% of the surveyed respodets who are satisfied with coveiet parkig of Hotel they stayed at compared to 3.4% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

78 E. Detail fidigs 1. Respodets Hotel Stay Experiece 2. Respodets Purchase Motive / Importace Level 3. Respodets Satisfactio toward Hotel Services Quality 3.1 Hospitality 3.2 Accommodatio 3.3 Food ad Beverage 3.4 Supplemetary Services 3.5 Physical Evidece 3.6 Pricig ad Paymet Method 3.7 Value Added Services 4. Overall Customer Satisfactio ad Loyalty Effect 78

79 Level of met - Reasoable hotel room fee Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 92.3% of the surveyed respodets who are satisfied with reasoable price of Hotel they stayed at compared to 3.1% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

80 Level of met - Fair service ad price Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 93.0% of the surveyed respodets who are satisfied with the appropriate price of Hotel they stayed at compared to 2.4% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

81 Level of met - Olie reservatio service Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 90.9% of the surveyed respodets who are satisfied with olie bookig facilities of Hotel they stayed at compared to 3.8% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

82 Level of met - Easy bookig/reservatio method Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 95.4% of the surveyed respodets who are satisfied withthe coveiet paymet method of Hotel they stayed at compared to 1.4% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

83 Level of met - Well-orgaized paymet couter Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 96.2% of the surveyed respodets who are satisfied with efficiet paymet couter of Hotel they stayed at compared to 1.0% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

84 Level of met - Room promotio / discout Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 86.8% of the surveyed respodets who are satisfied with room promotio / discout of Hotel they stayed at compared to 4.3% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

85 E. Detail fidigs 1. Respodets Hotel Stay Experiece 2. Respodets Purchase Motive / Importace Level 3. Respodets Satisfactio toward Hotel Services Quality 3.1 Hospitality 3.2 Accommodatio 3.3 Food ad Beverage 3.4 Supplemetary Services 3.5 Physical Evidece 3.6 Pricig ad Paymet Method 3.7 Value Added Services 4. Overall Customer Satisfactio ad Loyalty Effect 85

86 Level of met - Well-equipped meetig facilities for busiess purpose Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 85.1% of the surveyed respodets who are satisfied with meetig facilities of Hotel they stayed at compared to 5.5% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

87 Level of met - Package for busiess stay Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 79.6% of the surveyed respodets who are satisfied with busiess package offers of Hotel they stayed at compared to 7.9% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

88 Level of met Well-equipped covetio hotel room Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 83.9% of the surveyed respodets who are satisfied with rooms eqipped with audio, light & soud system of Hotel they stayed at compared to 7.7% of dissatisfied percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

89 E. Detail fidigs 1. Respodets Hotel Stay Experiece 2. Respodets Purchase Motive / Importace Level 3. Respodets Satisfactio toward Hotel Services Quality 3.1 Hospitality 3.2 Accommodatio 3.3 Food ad Beverage 3.4 Supplemetary Services 3.5 Physical Evidece 3.6 Pricig ad Paymet Method 3.7 Value Added Services 4. Overall Customer Satisfactio ad Loyalty Effect 89

90 I will cotiue usig Hotel services whe I have demad Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 87.5% of the surveyed respodets who admitted to cotiue usig Hotel services whe they have demad compared to 3.6% of met percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

91 I will cotiue usig log-term Hotel services Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 81.8% of the surveyed respodets who admitted to cotiue usig log term Hotel services compared to 5.3% of met percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

92 I will recommed Hotel service to frieds / colleagues / family Q. Please tell us to what extet do you agree or to the followig statemet after stayig at a Hotel last time? [Matrix SA] There are 83.4% of the surveyed respodets who admitted to recommed Hotel service to frieds / colleagues / family compared to 4.0% of met percetage. Strogly Somewhat Neither agree or Strogly Percetage of 10% higher tha the Total Strogly Somewhat Neither agree or Strogly Total BD 01: Geder Male Female years old years old years old years old ad above SEC C (IDR 1.5mill - 2 mill) SEC B (IDR 2mill - 5 mill) SEC A (IDR 5mill ad above) BD 04: Hotel Locatio Jakarta Badug Bali Surabaya Yogyakarta Others

93 Loyalty Score Customer Satisfactio ad Loyalty Effect by Hotel Areas Hotel Area who score i the Zoe of Idifferece have customers/hotel guests who are ot too loyal because they are vulerable to other Hotels (competitors) who ca push their overall guests satisfactio scores higher. Those customers are provided with may Hotel choices that have same service offerig Zoe of Loyalty Zoe of idifferet Additioal Iformatio : *CSI : Customer Satisfactio Idex *CLI : Customer Loyalty Idex No. Hotel CSI CLI 1. Jakarta Zoe of defectio 2. Yogyakarta Bali Surabaya Badug Very Dissatisfied Quite Satisfied Eough Satisfactio Score Satisfied Very Satisfied CSI & CLI usig scale, which: : Very dissatisfied / Very Small : Quite Satisfied Eough / Quite Big : Dissatisfied / Small : Satisfied / Big : Neutral : Very Satisfied / Very Big 93

94 Customer Satisfactio Grid Opportuities for Improvemet: The grid below suggests that Hospitality service i a Hotel are perceived to be very importat to respodets, but performace levels are fairly low. This suggests that improvemet efforts for deliverig better service should be cocetrated here. High Quality: Attributes placed i this quadrat such as Accomodatio, Food ad Beverage, Appearace ad Locatio, ad Pricig ad paymet Mode are perceived to be very importat to respodets, ad at the same time, the Hotel seems to have high levels of performace i these services beig offered by a Hotel. Attributes: High CSI Overall : Low 4 Low Importace High Satisfactio 7 Low Importace Low Satisfactio Low 1 3 High 5 Quality High Importace 2 6 High Satisfactio Opportuities for Improvemet High Importace Low Satisfactio High 1. HOSPITALITY 2. ACCOMMODATION 3. FOOD AND BEVERAGE 4. SUPPLEMENTARY SERVICES 5. PHYSICAL EVIDENCE 6. PRICING AND PAYMENT METHOD 7. VALUE ADDED SERVICES 94

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