Evaluating the Role of Service Quality in Driving Guest Satisfaction: Empirical Evidence from Mami Hotel, Solok City
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Abstract
Service quality and consistency shape guest satisfaction, yet evidence concerning service quality dimensions in locally operated hotels in smaller Indonesian cities remains limited. This study examined the relationship between service quality and guest satisfaction at Mami Hotel in Solok City. A quantitative survey involved 30 respondents recruited through convenience sampling at check-out. Data were collected using a structured questionnaire assessing five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Simple linear regression was conducted using SPSS 26. Service quality was positively and statistically significantly associated with guest satisfaction (β = 0.742, p < .001). The regression model explained 55.1% of the variance in satisfaction (R² = 0.551, F = 34.400, p < .001). These findings identify overall service quality as a relevant statistical predictor of satisfaction among the sampled guests. The study provides hotel-specific evidence on the service quality–satisfaction relationship and offers practical insights for management. Continuous training in service standards and attention to operational responsiveness are recommended as priorities for supporting consistent guest experiences and sustained satisfaction.
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