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Table of content
A. Research Background
B. Research Design
C. Respondents Profile
D. Key Findings
E. Detail Findings
1. Respondents’ Hotel Stay Experience
2. Respondents’ Purchase Motive / Importance Level
3. Respondents’ Satisfaction toward Hotel Services Quality
3.1 Hospitality
3.2 Accommodation
3.3 Food and Beverage
3.4 Supplementary Services & Entertainment
3.5 Hotel Appearance
3.6 Pricing and Payment Mode
3.7 Value Added Services
4. Overall Customer Satisfaction and Loyalty Effect
2
A. Research background
Travel, tourism and leisure industry are considered as the fastest-growing sectors in the global economy
and is expected to rise in the future. With this, Indonesia has a great potential in the such hospitality
industry as Hotel, considering the increasing number of tourists in Indonesia over time.
Thus, the Hotel business player need to know the strategic benefits of the investment made in Hotel
services improvement.
The survey is conducted focus on following points:
■ Respondents’ Hotel Stay Experience
Know the Respondents’ last experience in 6 months when staying at a Hotel in term of their preferences of Hotel choices,
Booking or reservation method and consideration when choosing a Hotel.
■ Respondents’ Purchase Motive / Importance Level
To capture the key factors that influence their eventual choice of a particular Hotel and to know the Hotel services that
have influence over their level of interest.
■ Respondents’ Satisfaction toward Hotel Services QualityTo find out how factors affect the Hotel guests’ satisfaction on Hotel Services quality
To know Hotel guest’s satisfaction and loyalty effect by Hotel Areas
B. Research design
Research Method Online Research
Fieldwork Period August 2014
Research Area Indonesia (Nationwide)
Respondent Criteria Male and Female aged 17 and above
Stayed in a Hotel in Indonesia in the recent 6 months
Sample Size 417 samples
Number of Questions 6 Screening questions and 18 main questions (Hotel Satisfaction Attributes)
Survey Content Screening
Gender, Age, Occupation, Monthly Housesold Expenditure, Public services used in the recent 6
months and Hotel location
Main Study
City of Hotel, Hotel Brands, Occassion, Length of Stay, Hotel Room type, Hotel Room Fee,
Booking or Reservation methods, Online Travel site used, Considerations when choosing Hotel,
The importance level of hotel facilities, Level of Agreement towards some of Hotel satisfaction
attributes (Hospitality, Accommodation, Food and Beverage, Suplementary Services,
Recreation and Entertainment, Appearance and Location, Pricing and Payment Mode,
Innovation and Value Added Services) and Guests’ Overall Satisfaction Level.
4
C. Respondent profile
■Gender
■Employment Status
■Age
■Monthly household Expenses
5
55.4
44.6
Male
Female
27.6
21.619.4
31.417 - 24 years old
25 - 29 years old
30 -34 years old
35 years old andabove
23.7
53.7
22.5SEC C: Rp. 1.500.001- 2.000.000 (Code 3)
SEC B: Rp. 2.000.001- Rp. 5.000.000(Code 4 ~ 6)
SEC A: Rp. 5.000.001and above (Code 7 ~8)
3.8 2.2
40.5
9.8 10.3
0.2
12.5
1.97.9
3.10.0 0.5
6.01.2
0
10
20
30
40
50
D. Key findings
■ Respondents’ Hotel Stay Experience (1)
Preferences on Hotel choices
There are quite significant differences among Hotel location. There are 21.1% of the respondents who stayed at a Hotel in Jakarta, followed by 15.8% who stayed in Yogyakarta and 12.2% in Bali. The top three Hotel brands the respondents stayed at in the last 6 months are Novotel, Ibis and Amaris which account for 11.5%, 11.0% and 6.5%, respectively.
Hotel Stay Experience in the Last 6 months
The Hotel Stay is dominated by guests who were in their leisure travel (shopping / culinary traveling) and corporate / business trip, which account for 37.2% and 33.3% respectively. There are 44.4% respondents aged 30 – 34 years old who were in business trip when staying at a Hotel. Moreover, there are 60.8% of the respondents stayed in Bali Hotel were on their leisure travel.
There are 78.4% of respondents who stayed at a hotel for 1 – 3 nights, whereas 16.8% stayed for 4 – 6 nights. 35.3% respondents who stayed at Hotel in Bali spent up to 4 – 6 nights.
With regard to the Hotel room type, there are 40.5% of respondents who spent the nights in Double Hotel Room (for two guests with double bed), whereas 20.1% of the respondents had Hotel stay experience in Single Room (room for one guest with single bed).
Spending the nights in a Hotel last time in 6 months, 23.5% of the respondents paid IDR 300,001 – 500,000 per room per night. And, there are 23.3% of the surveyed respondents who booked a room for IDR 500,001 – 700,000 per room per night.
Moreover, there are 26.3% respondents with SEC C spent IDR 100,001 – 300,000 for a Hotel room they have booked last time within the last 6 months.
6
D. Key findings
■ Respondents’ Purchase Motive / Importance Level
The importance level shows that Gym/Fitness, Spa/Sauna, Business Facilities, Playground, Babby sitting service, Tour guide facility, and Pets Allowed in a Hotel will require monitoring and management.
Booking / Reservation Method
The most preferred Hotel booking / reservation method is Direct Reservation / booking in the chosen Hotel, where there are 52.5% of the respondents who booked a Hotel room directly. Reservation through Travel Agency (21.6%) is quite popular method among Bali Hotel stayer.
Among the respondents who booked a Hotel room through Online 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 Booking.com (18.9%) and Tiket.com (10.8%).
Respondents’ Consideration when choosing a Hotel
Location, Price, Facility, Cleanliness, and Hotel staff services are among the top five considerations when choosing a Hotel, which accounts for 76.5%, 69.8%, 67.6%, 65.0% and 49.4% respectively. Moreover, categorized by SEC Class, 77.7% of the respondents with monthly household expenditure of IDR 5,000,001 and above (SEC A) chose Hotel Facility as their main consideration when choosing a Hotel.
■ Respondents’ Hotel Stay Experience (2)
D. Key findings
8
■ Respondents’ Satisfaction toward Hotel Services Quality
Customer Satisfaction and Loyalty Effect by Hotel Areas
Hotel Area who score in the ‘Zone of Indifference’ have customers/hotel guests who are not too loyal because they are vulnerable to other Hotels (competitors) who can push their overall guests satisfaction scores higher. Those customers are provided with many Hotel choices that have same service offering.
Customer Satisfaction Grid
Opportunities for Improvement: The grid below suggests that Hospitality service in a Hotel are perceived to be very important to respondents, but performance levels are fairly low. This suggests that improvement efforts for delivering betterservice should be concentrated here.
High Quality: Attributes placed in this quadrant such as Accomodation, Food and Beverage, Appearance and Location, and Pricing and payment Mode are perceived to be very important to respondents, and at the same time, the Hotel seems to have high levels of performance in these services being offered by a Hotel.
E. Detail findings
1. Respondents’ Hotel Stay Experience
2. Respondents’ Purchase Motive / Importance Level
3. Respondents’ Satisfaction toward Hotel Services Quality
4. Overall Customer Satisfaction and Loyalty Effect
9
Hotel Location
The chart below give information about the Hotel location the respondents stayed at in the last 6 months. It can be seen that there are quite significant differences among Hotel location. There are 21.1% of the respondents who stayed at a Hotel in Jakarta, followed by 15.8% who stayed in Yogyakarta and 12.2% in Bali.
Q. Please tell us in what city did you stay at a Hotel within the last 6 months. [SA]
10
nJakarta Bandung Padang Lampung Batam Bogor Bali Balikpapan Manado Makassar Surabaya Medan Palembang Papua Yogyakarta Others
Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per.
Total 417 21.1 11.5 1.2 1.4 1.0 1.9 12.2 1.7 0.7 1.9 11.8 3.4 0.5 0.2 15.8 13.7
BD 01: Gender
Male 231 20.3 11.7 1.3 1.7 0.9 1.7 12.1 1.3 0.4 2.6 13.4 3.5 0.4 0.4 14.3 13.9
Female 186 22.0 11.3 1.1 1.1 1.1 2.2 12.4 2.2 1.1 1.1 9.7 3.2 0.5 0.0 17.7 13.4
BD 02: Age Group
17 - 24 years old 115 18.3 9.6 0.9 1.7 0.9 3.5 13.0 1.7 0.0 3.5 13.0 3.5 0.0 0.9 15.7 13.9
25 - 29 years old 90 16.7 11.1 2.2 2.2 1.1 2.2 12.2 1.1 1.1 1.1 7.8 2.2 1.1 0.0 17.8 20.0
30 - 34 years old 81 30.9 12.3 0.0 0.0 0.0 2.5 13.6 2.5 1.2 0.0 12.3 4.9 0.0 0.0 8.6 11.1
35 years old and above 131 20.6 13.0 1.5 1.5 1.5 0.0 10.7 1.5 0.8 2.3 13.0 3.1 0.8 0.0 19.1 10.7
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 14.1 10.1 1.0 3.0 0.0 1.0 9.1 1.0 0.0 4.0 15.2 1.0 0.0 0.0 18.2 22.2
SEC B (IDR 2mill - 5 mill) 224 21.0 10.7 1.3 0.9 1.8 2.2 13.4 2.2 0.9 1.3 11.2 5.4 0.9 0.4 15.2 11.2
SEC A (IDR 5mill and above) 94 28.7 14.9 1.1 1.1 0.0 2.1 12.8 1.1 1.1 1.1 9.6 1.1 0.0 0.0 14.9 10.6
BD 04: Hotel Location
Jakarta 88 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
Bandung 48 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
Bali 51 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
Surabaya 49 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0
Yogyakarta 66 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0
Others 115 0.0 0.0 4.3 5.2 3.5 7.0 0.0 6.1 2.6 7.0 0.0 12.2 1.7 0.9 0.0 49.6
21.1
11.5
1.2 1.4 1.0 1.9
12.2
1.7 0.7 1.9
11.8
3.4 0.5 0.2
15.8 13.7
0
10
20
30
40
Percentage of 10% higher than the Total
Hotel Brand
The top three Hotel brands the respondents stayed at in the last 6 months are Novotel, Ibis and Amaris which account for 11.5%, 11.0% and 6.5%, respectively.
Q. Please tell us what is the brand of Hotel you stay at within the last 6 months? [SA]
11
Percentage of 10% higher than the Totaln
All Seasons
(Ibis Style)Fave Hotel Ibis Amaris
Hotel by
MarriottSheraton Novotel Others
Per. Per. Per. Per. Per. Per. Per. Per.
Total 417 1.7 1.9 11.0 6.5 2.4 3.6 11.5 61.4
BD 01: Gender
Male 231 2.6 1.7 9.5 7.8 1.7 3.9 11.7 61.0
Female 186 0.5 2.2 12.9 4.8 3.2 3.2 11.3 61.8
BD 02: Age Group
17 - 24 years old 115 4.3 1.7 7.8 2.6 0.9 3.5 12.2 67.0
25 - 29 years old 90 0.0 3.3 17.8 3.3 5.6 2.2 7.8 60.0
30 - 34 years old 81 2.5 3.7 7.4 13.6 3.7 4.9 8.6 55.6
35 years old and above 131 0.0 0.0 11.5 7.6 0.8 3.8 15.3 61.1
BD 03: Monthly household expenditure
SEC C (IDR 1.5mill - 2 mill) 99 1.0 2.0 12.1 6.1 0.0 5.1 14.1 59.6
SEC B (IDR 2mill - 5 mill) 224 2.2 2.2 10.7 7.6 3.6 2.7 10.7 60.3
SEC A (IDR 5mill and above) 94 1.1 1.1 10.6 4.3 2.1 4.3 10.6 66.0
BD 04: Hotel Location
Jakarta 88 3.4 1.1 11.4 9.1 3.4 4.5 11.4 55.7
Bandung 48 2.1 4.2 14.6 6.3 0.0 4.2 16.7 52.1
Bali 51 3.9 3.9 3.9 5.9 2.0 5.9 5.9 68.6
Surabaya 49 0.0 2.0 16.3 8.2 6.1 6.1 6.1 55.1
Yogyakarta 66 1.5 3.0 19.7 4.5 0.0 0.0 19.7 51.5
Others 115 0.0 0.0 5.2 5.2 2.6 2.6 9.6 74.8
1.7 1.911.0 6.5 2.4 3.6
11.5
61.4
0
20
40
60
80
Hotel Stay Occasion
• The chart below give information on the respondents’ occasion when having a Hotel stay last time in recent 6 months. The Hotel Stay is dominated by guests who were in their leisure travel (shopping / culinary traveling) and corporate / business trip, which account for 37.2% and 33.3% respectively.
• It can also be clearly seen that there are 44.4% respondents aged 30 – 34 years old who were in business trip when staying at a Hotel.• Moreover, there are 60.8% of the respondents stayed in Bali Hotel were on their leisure travel.
Q. Please tell us on what occasion did you stay at a Hotel last time? [SA]
12
nCorporate/
business trip
Leisure travel /
shopping /
Culinary
Travelling
Family holidays
(visited family
members)
Adventure
Holiday
(climbing,
camping,
diving, etc)
Honey moon
Travel
For Health
Check-up in
Indonesia
Study Tour for
cultural visit
Attended music
concert
Attended
wedding partyOthers
Per. Per. Per. Per. Per. Per. Per. Per. Per. Per.
Total 417 33.3 37.2 6.5 2.2 2.6 0.2 1.7 1.4 8.6 6.2BD 01: Gender
Male 231 39.8 32.9 5.6 3.0 2.6 0.0 0.9 1.3 7.8 6.1
Female 186 25.3 42.5 7.5 1.1 2.7 0.5 2.7 1.6 9.7 6.5
BD 02: Age Group
17 - 24 years old 115 19.1 36.5 10.4 6.1 1.7 0.9 6.1 4.3 11.3 3.5
25 - 29 years old 90 28.9 42.2 6.7 2.2 7.8 0.0 0.0 1.1 3.3 7.8
30 - 34 years old 81 44.4 38.3 1.2 0.0 1.2 0.0 0.0 0.0 6.2 8.6
35 years old and above 131 42.0 33.6 6.1 0.0 0.8 0.0 0.0 0.0 11.5 6.1
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 26.3 37.4 8.1 3.0 3.0 0.0 5.1 2.0 7.1 8.1
SEC B (IDR 2mill - 5 mill) 224 35.3 36.2 6.3 2.2 2.7 0.4 0.9 0.9 8.9 6.3
SEC A (IDR 5mill and above) 94 36.2 39.4 5.3 1.1 2.1 0.0 0.0 2.1 9.6 4.3
BD 04: Hotel Location
Jakarta 88 37.5 28.4 1.1 2.3 2.3 0.0 0.0 2.3 18.2 8.0
Bandung 48 20.8 50.0 6.3 2.1 6.3 0.0 0.0 0.0 10.4 4.2
Bali 51 13.7 60.8 7.8 0.0 0.0 0.0 7.8 3.9 3.9 2.0
Surabaya 49 44.9 24.5 8.2 0.0 2.0 2.0 4.1 2.0 6.1 6.1
Yogyakarta 66 30.3 54.5 4.5 4.5 1.5 0.0 0.0 0.0 3.0 1.5
Others 115 40.9 23.5 10.4 2.6 3.5 0.0 0.9 0.9 7.0 10.4
33.3 37.2
6.52.2 2.6 0.2 1.7 1.4
8.6 6.2
0
10
20
30
40
Percentage of 10% higher than the Total
Length of Hotel Stay
• There are 78.4% of respondents who stayed at a hotel for 1 – 3 nights, whereas 16.8% stayed for 4 – 6 nights.
• This is also clear that 35.3% respondents who stayed at Hotel in Bali spent up to 4 – 6 nights.
Q. Please tell us how many nights did you stay at a hotel last time? [SA]
13
n1 - 3 nights 4 - 6 nights 7 - 9 nights 10 - 12 nights 13 - 15 nights
More than 15
nights
Per. Per. Per. Per. Per. Per.
Total 417 78.4 16.8 3.8 0.7 0.2 0.0
BD 01: Gender
Male 231 74.5 19.9 4.3 1.3 0.0 0.0
Female 186 83.3 12.9 3.2 0.0 0.5 0.0
BD 02: Age Group
17 - 24 years old 115 76.5 14.8 7.8 0.9 0.0 0.0
25 - 29 years old 90 80.0 16.7 2.2 0.0 1.1 0.0
30 - 34 years old 81 75.3 19.8 3.7 1.2 0.0 0.0
35 years old and above 131 80.9 16.8 1.5 0.8 0.0 0.0
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 82.8 13.1 3.0 1.0 0.0 0.0
SEC B (IDR 2mill - 5 mill) 224 76.8 19.2 3.1 0.9 0.0 0.0
SEC A (IDR 5mill and above) 94 77.7 14.9 6.4 0.0 1.1 0.0
BD 04: Hotel Location
Jakarta 88 79.5 17.0 2.3 1.1 0.0 0.0
Bandung 48 77.1 16.7 6.3 0.0 0.0 0.0
Bali 51 54.9 35.3 5.9 2.0 2.0 0.0
Surabaya 49 79.6 16.3 4.1 0.0 0.0 0.0
Yogyakarta 66 81.8 13.6 3.0 1.5 0.0 0.0
Others 115 86.1 10.4 3.5 0.0 0.0 0.0
78.4
16.83.8 0.7 0.2 0.0
0
20
40
60
80
Percentage of 10% higher than the Total
Type of Hotel Room
There are 40.5% of respondents who spent the nights in Double Room (for two guests with double bed), whereas 20.1% of the respondents had Hotel stay experience in Single Room (room for one guest with single bed).
Q. Please tell us which room type was the closest to your hotel room last time? [SA]
14
n
Single Room
(single bed)
Double Room
(double bed)
Twin Room
(twin bed)
Standard Room
(family room with 1
double bed and 1
single bed and
spacious room)
Superior Room
(small apartment
room with living
room, equipped
kitchen, etc)
Per. Per. Per. Per. Per.
Total 417 20.1 40.5 26.4 11.0 1.9
BD 01: Gender
Male 231 26.0 35.9 28.1 9.1 0.9
Female 186 12.9 46.2 24.2 13.4 3.2
BD 02: Age Group
17 - 24 years old 115 22.6 30.4 26.1 16.5 4.3
25 - 29 years old 90 21.1 47.8 22.2 8.9 0.0
30 - 34 years old 81 18.5 46.9 27.2 4.9 2.5
35 years old and above 131 18.3 40.5 29.0 11.5 0.8
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 20.2 35.4 31.3 12.1 1.0
SEC B (IDR 2mill - 5 mill) 224 22.8 43.3 24.6 8.5 0.9
SEC A (IDR 5mill and above) 94 13.8 39.4 25.5 16.0 5.3
BD 04: Hotel Location
Jakarta 88 21.6 43.2 26.1 5.7 3.4
Bandung 48 14.6 47.9 25.0 10.4 2.1
Bali 51 11.8 47.1 15.7 19.6 5.9
Surabaya 49 26.5 42.9 24.5 4.1 2.0
Yogyakarta 66 19.7 47.0 19.7 13.6 0.0
Others 115 22.6 27.8 36.5 13.0 0.0
20.1
40.5
26.4
11.01.9
01020304050
Percentage of 10% higher than the Total
Hotel Room Fee
• Spending the nights in a Hotel last time in 6 months, 23.5% of the respondents paid IDR 300,001 – 500,000 per room per night. And, there are 23.3% of the surveyed respondents who booked a room for IDR 500,001 – 700,000 per room per night.
• Moreover, there are 26.3% respondents with SEC C spent IDR 100,001 – 300,000 for a Hotel room they have booked last time within the last 6 months.
Q. Please tell us the Hotel Room Fee you spent last time within the last 6 months (per room per night)? [SA]
15
n
Below
100.000
100.001 -
300.000
300.001 -
500.000
500.001 -
700.000
700.001 -
900.000
900.001 -
1.100.000
1.100.001
-
1.300.000
1.300.001
-
1.500.000
1.500.001
-
1.700.000
1.700.001
-
1.900.000
1.900.001
-
2.100.000
2.100.001
-
2.300.000
2.300.001
-
2.500.000
2.500.001
-
2.700.000
2.700.001
-
2.900.000
2.900.001
-
3.100.000
Above
3.100.000
Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per.
Total 417 0.0 13.9 23.5 23.3 13.2 6.2 6.5 3.4 2.4 1.4 1.4 0.5 0.2 0.7 0.2 0.2 2.9
BD 01: Gender
Male 231 0.0 15.6 20.3 24.7 15.2 6.1 7.8 3.5 3.0 0.9 0.9 0.0 0.0 0.4 0.4 0.4 0.9
Female 186 0.0 11.8 27.4 21.5 10.8 6.5 4.8 3.2 1.6 2.2 2.2 1.1 0.5 1.1 0.0 0.0 5.4
BD 02: Age Group
17 - 24 years old 115 0.0 22.6 23.5 14.8 9.6 7.8 6.1 3.5 2.6 0.9 1.7 0.9 0.0 0.0 0.0 0.0 6.1
25 - 29 years old 90 0.0 13.3 27.8 25.6 8.9 6.7 6.7 2.2 1.1 2.2 0.0 1.1 0.0 2.2 0.0 1.1 1.1
30 - 34 years old 81 0.0 9.9 23.5 25.9 11.1 4.9 12.3 1.2 2.5 3.7 1.2 0.0 0.0 1.2 0.0 0.0 2.5
35 years old and above 131 0.0 9.2 20.6 27.5 20.6 5.3 3.1 5.3 3.1 0.0 2.3 0.0 0.8 0.0 0.8 0.0 1.5
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 0.0 26.3 30.3 19.2 7.1 3.0 7.1 0.0 1.0 1.0 1.0 0.0 0.0 0.0 0.0 0.0 4.0
SEC B (IDR 2mill - 5 mill) 224 0.0 12.9 24.1 25.4 13.4 6.3 5.4 3.6 2.7 1.3 1.8 0.4 0.0 1.3 0.0 0.4 0.9
SEC A (IDR 5mill and above) 94 0.0 3.2 14.9 22.3 19.1 9.6 8.5 6.4 3.2 2.1 1.1 1.1 1.1 0.0 1.1 0.0 6.4
BD 04: Hotel Location
Jakarta 88 0.0 8.0 23.9 18.2 17.0 9.1 10.2 1.1 0.0 5.7 3.4 0.0 0.0 0.0 1.1 0.0 2.3
Bandung 48 0.0 8.3 18.8 29.2 12.5 10.4 8.3 2.1 6.3 0.0 0.0 0.0 0.0 2.1 0.0 0.0 2.1
Bali 51 0.0 9.8 17.6 15.7 21.6 5.9 5.9 2.0 5.9 2.0 0.0 2.0 0.0 2.0 0.0 0.0 9.8
Surabaya 49 0.0 14.3 26.5 24.5 4.1 6.1 4.1 8.2 4.1 0.0 4.1 0.0 0.0 0.0 0.0 0.0 4.1
Yogyakarta 66 0.0 18.2 22.7 28.8 12.1 6.1 4.5 6.1 1.5 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
Others 115 0.0 20.0 27.0 24.3 11.3 2.6 5.2 2.6 0.9 0.0 0.9 0.9 0.9 0.9 0.0 0.9 1.7
0.0
13.9
23.5 23.3
13.2
6.2 6.53.4 2.4 1.4 1.4 0.5 0.2 0.7 0.2 0.2
2.9
0
10
20
30
Price in IDR
Percentage of 10% higher than the Total
Booking / Reservation Method
• The most preferred Hotel booking / reservation method is Direct Reservation / booking in the chosen Hotel, where there are 52.5% of the respondents who booked a Hotel room directly.
• Reservation through Travel Agency (21.6%) is quite popular method among Bali Hotel stayer.
Q. Please tell us how did you book/reserve Hotel room last time? [SA]
16
n
Online Travel
Agent
Official Hotel
Reservation office
Through call centre
hotel room
reservation
Reservation
through Travel
Agency
Email reservation
Online reservation/
booking from the
designated hotel
Direct reservation/
bookingOthers
Per. Per. Per. Per. Per. Per. Per. Per.
Total 417 8.9 4.3 7.7 8.2 2.4 12.5 52.5 3.6
BD 01: Gender
Male 231 8.2 5.6 6.1 7.4 3.0 10.0 57.1 2.6
Female 186 9.7 2.7 9.7 9.1 1.6 15.6 46.8 4.8
BD 02: Age Group
17 - 24 years old 115 3.5 6.1 8.7 7.0 4.3 11.3 54.8 4.3
25 - 29 years old 90 8.9 5.6 11.1 4.4 1.1 13.3 53.3 2.2
30 - 34 years old 81 9.9 2.5 6.2 7.4 3.7 12.3 54.3 3.7
35 years old and above 131 13.0 3.1 5.3 12.2 0.8 13.0 48.9 3.8
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 7.1 4.0 7.1 8.1 2.0 8.1 57.6 6.1
SEC B (IDR 2mill - 5 mill) 224 10.3 5.4 8.0 7.6 2.7 11.6 50.9 3.6
SEC A (IDR 5mill and above) 94 7.4 2.1 7.4 9.6 2.1 19.1 51.1 1.1
BD 04: Hotel Location
Jakarta 88 10.2 3.4 11.4 5.7 4.5 9.1 51.1 4.5
Bandung 48 12.5 10.4 12.5 6.3 0.0 20.8 35.4 2.1
Bali 51 9.8 2.0 2.0 21.6 5.9 25.5 31.4 2.0
Surabaya 49 4.1 10.2 2.0 8.2 0.0 12.2 61.2 2.0
Yogyakarta 66 13.6 0.0 12.1 10.6 3.0 16.7 43.9 0.0
Others 115 5.2 3.5 5.2 3.5 0.9 3.5 71.3 7.0
8.9 4.3 7.7 8.22.4
12.5
52.5
3.6
0
20
40
60
Percentage of 10% higher than the Total
Online Travel Site
• Among the respondents who booked a Hotel room through Online 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 Booking.com (18.9%) and Tiket.com (10.8%).
Q. Please tell us what is the online travel site that you used to book/reserve hotel last time? [SA]
17
n
Agoda
Pegip
egi
Hote
ls.c
om
Raja
kam
ar
Bookin
g.c
om
bo
okp
an
ora
ma
.
co
m
VoucherH
ote
l
.com
Expedia
.co.id
klik
hote
l.com
Ho
telT
rave
l.com
Tik
et.c
om
acco
rho
tel.c
om
Asm
iatra
vel.c
o
new
shan
hoste
lsclu
b
pric
elin
e
Fastb
ookin
g
Hoste
lbookers
.com
Rate
sT
oG
o
Hoste
lworld
.co
m
TIC
KT
AB
Hote
lClu
b
Tra
velE
asy
World
wid
eH
o
lidays
Wego
Indonesia
Oth
ers
Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per.
Total 37 40.5 8.1 0.0 0.0 18.9 5.4 0.0 0.0 5.4 2.7 10.8 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 2.7 0.0 2.7 2.7
BD 01: Gender
Male 19 26.3 5.3 0.0 0.0 31.6 0.0 0.0 0.0 5.3 0.0 15.8 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 5.3 0.0 5.3 5.3
Female 18 55.6 11.1 0.0 0.0 5.6 11.1 0.0 0.0 5.6 5.6 5.6 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
BD 02: Age Group
17 - 24 years old 4 25.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 25.0 25.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 25.0 0.0
25 - 29 years old 8 12.5 37.5 0.0 0.0 25.0 0.0 0.0 0.0 12.5 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 12.5 0.0 0.0 0.0
30 - 34 years old 8 62.5 0.0 0.0 0.0 12.5 12.5 0.0 0.0 12.5 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
35 years old and above 17 47.1 0.0 0.0 0.0 23.5 5.9 0.0 0.0 0.0 0.0 17.6 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 5.9
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 7 42.9 28.6 0.0 0.0 14.3 0.0 0.0 0.0 14.3 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
SEC B (IDR 2mill - 5 mill) 23 34.8 4.3 0.0 0.0 17.4 4.3 0.0 0.0 4.3 4.3 17.4 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 4.3 0.0 4.3 4.3
SEC A (IDR 5mill and above) 7 57.1 0.0 0.0 0.0 28.6 14.3 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
BD 04: Hotel Location
Jakarta 9 33.3 0.0 0.0 0.0 22.2 11.1 0.0 0.0 11.1 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 11.1 0.0 11.1 0.0
Bandung 6 83.3 0.0 0.0 0.0 16.7 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
Bali 5 20.0 20.0 0.0 0.0 20.0 0.0 0.0 0.0 0.0 0.0 20.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 20.0
Surabaya 2 50.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 50.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
Yogyakarta 9 22.2 22.2 0.0 0.0 33.3 0.0 0.0 0.0 11.1 0.0 11.1 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
Others 6 50.0 0.0 0.0 0.0 0.0 16.7 0.0 0.0 0.0 16.7 16.7 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
40.5
8.10.0 0.0
18.9
5.40.0 0.0
5.4 2.710.8
0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 2.7 0.0 2.7 2.7
01020304050
Percentage of 10% higherthan the Total
Considerations when Choosing a Hotel
• Location, Price, Facility, Cleanliness, and Hotel staff services are among the top five considerations when choosing a Hotel, which accounts for 76.5%, 69.8%, 67.6%, 65.0% and 49.4% respectively.
• Moreover, categorized by SEC Class, 77.7% of the respondents with monthly household expenditure of IDR 5,000,001 and above (SEC A) chose Hotel Facility as their main consideration when choosing a Hotel.
Q. Please tell us which factors did you consider the most when choosing a Hotel? [MA]
18
nPrice Hotel Brand Location Facility
Public
AcessesStar Rate
Reservation
/Booking
Methods
Recommen
dationsPromotion
Hotel Staff
services
Hotel
physical
appearance
Cleanliness Others
Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per.
Total 417 69.8 20.9 76.5 67.6 36.9 25.9 24.2 39.1 30.7 49.4 29.0 65.0 1.7
BD 01: Gender
Male 231 71.9 19.0 74.9 68.0 38.1 25.5 25.5 40.3 27.3 52.8 28.1 67.5 2.2
Female 186 67.2 23.1 78.5 67.2 35.5 26.3 22.6 37.6 34.9 45.2 30.1 61.8 1.1
BD 02: Age Group
17 - 24 years old 115 67.0 21.7 73.0 70.4 34.8 26.1 18.3 37.4 27.8 47.0 30.4 57.4 1.7
25 - 29 years old 90 80.0 23.3 80.0 66.7 38.9 26.7 23.3 34.4 40.0 53.3 32.2 73.3 0.0
30 - 34 years old 81 77.8 32.1 81.5 77.8 43.2 33.3 42.0 40.7 37.0 56.8 29.6 76.5 2.5
35 years old and above 131 60.3 11.5 74.0 59.5 33.6 20.6 19.1 42.7 22.9 44.3 25.2 58.8 2.3
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 69.7 22.2 74.7 60.6 35.4 16.2 21.2 32.3 36.4 46.5 18.2 61.6 3.0
SEC B (IDR 2mill - 5 mill) 224 71.9 21.4 76.3 66.5 37.5 28.1 25.9 42.0 30.4 52.7 33.9 65.6 1.3
SEC A (IDR 5mill and above) 94 64.9 18.1 78.7 77.7 37.2 30.9 23.4 39.4 25.5 44.7 28.7 67.0 1.1
BD 04: Hotel Location
Jakarta 88 69.3 18.2 77.3 67.0 34.1 31.8 29.5 36.4 34.1 45.5 25.0 71.6 0.0
Bandung 48 66.7 16.7 77.1 68.8 37.5 27.1 29.2 35.4 29.2 52.1 31.3 60.4 4.2
Bali 51 72.5 21.6 78.4 78.4 49.0 33.3 31.4 45.1 43.1 56.9 29.4 74.5 2.0
Surabaya 49 65.3 24.5 65.3 71.4 26.5 20.4 16.3 44.9 30.6 51.0 28.6 65.3 0.0
Yogyakarta 66 63.6 22.7 86.4 63.6 42.4 19.7 31.8 37.9 24.2 48.5 27.3 60.6 0.0
Others 115 75.7 21.7 73.9 63.5 34.8 23.5 13.9 38.3 27.0 47.8 32.2 60.0 3.5
69.8
20.9
76.567.6
36.925.9 24.2
39.1 30.749.4
29.0
65.0
1.70
50
100
Percentage of 10% higher than the Total
E. Detail findings
19
1. Respondents’ Hotel Stay Experience
2. Respondents’ Purchase Motive / Importance Level
3. Respondents’ Satisfaction toward Hotel Services Quality
4. Overall Customer Satisfaction and Loyalty Effect
Level of Importance for Swimming Pool
49.6% of the Hotel stayer said that it is [important] to stay in a Hotel that provides swimming pool facility, whereas 13.2% of the stayers said that swimming pool is not their main consideration when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
20
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 17.5 32.1 37.2 11.0 2.2
BD 01: Gender
Male 231 16.5 32.0 38.1 10.8 2.6
Female 186 18.8 32.3 36.0 11.3 1.6
BD 02: Age Group
17 - 24 years old 115 18.3 31.3 34.8 13.9 1.7
25 - 29 years old 90 8.9 34.4 44.4 8.9 3.3
30 - 34 years old 81 21.0 33.3 34.6 8.6 2.5
35 years old and above 131 20.6 30.5 35.9 11.5 1.5
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 19.2 25.3 40.4 11.1 4.0
SEC B (IDR 2mill - 5 mill) 224 17.0 33.9 35.7 11.6 1.8
SEC A (IDR 5mill and above) 94 17.0 35.1 37.2 9.6 1.1
BD 04: Hotel Location
Jakarta 88 14.8 36.4 39.8 5.7 3.4
Bandung 48 27.1 27.1 37.5 8.3 0.0
Bali 51 27.5 39.2 25.5 7.8 0.0
Surabaya 49 16.3 32.7 30.6 14.3 6.1
Yogyakarta 66 7.6 36.4 36.4 19.7 0.0
Others 115 17.4 25.2 43.5 11.3 2.6
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
17.5 32.1 37.2 11.0 2.2
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Swimming Pool
Level of Importance for Internet
94.0% of the Hotel stayer said that it is [important] to stay in a Hotel that provide internet access, whereas 1.7% of the stayers said that internet access is not their main consideration when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
21
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 77.2 16.8 4.3 1.2 0.5
BD 01: Gender
Male 231 80.5 16.0 2.6 0.0 0.9
Female 186 73.1 17.7 6.5 2.7 0.0
BD 02: Age Group
17 - 24 years old 115 78.3 16.5 3.5 1.7 0.0
25 - 29 years old 90 74.4 18.9 4.4 2.2 0.0
30 - 34 years old 81 75.3 17.3 6.2 0.0 1.2
35 years old and above 131 79.4 15.3 3.8 0.8 0.8
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 79.8 15.2 4.0 1.0 0.0
SEC B (IDR 2mill - 5 mill) 224 75.9 18.8 3.6 0.9 0.9
SEC A (IDR 5mill and above) 94 77.7 13.8 6.4 2.1 0.0
BD 04: Hotel Location
Jakarta 88 73.9 18.2 6.8 0.0 1.1
Bandung 48 70.8 20.8 8.3 0.0 0.0
Bali 51 76.5 21.6 2.0 0.0 0.0
Surabaya 49 81.6 14.3 2.0 2.0 0.0
Yogyakarta 66 83.3 10.6 3.0 3.0 0.0
Others 115 77.4 16.5 3.5 1.7 0.9
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
77.2 16.8 4.31.20.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Internet
Level of Importance for Gym/Fitness
37.6% of the Hotel stayer said that it is [important] to stay in a Hotel that provides Gym/fitness facility, whereas 20.6% of the stayers said that gym/fitness is not their main consideration when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
22
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 8.4 29.3 41.7 16.8 3.8
BD 01: Gender
Male 231 8.7 27.7 45.0 13.9 4.8
Female 186 8.1 31.2 37.6 20.4 2.7
BD 02: Age Group
17 - 24 years old 115 9.6 33.0 38.3 16.5 2.6
25 - 29 years old 90 4.4 26.7 47.8 15.6 5.6
30 - 34 years old 81 8.6 34.6 38.3 16.0 2.5
35 years old and above 131 9.9 24.4 42.7 18.3 4.6
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 5.1 23.2 49.5 19.2 3.0
SEC B (IDR 2mill - 5 mill) 224 10.7 29.9 37.5 16.5 5.4
SEC A (IDR 5mill and above) 94 6.4 34.0 43.6 14.9 1.1
BD 04: Hotel Location
Jakarta 88 10.2 31.8 39.8 14.8 3.4
Bandung 48 4.2 31.3 47.9 16.7 0.0
Bali 51 7.8 39.2 39.2 11.8 2.0
Surabaya 49 14.3 28.6 38.8 16.3 2.0
Yogyakarta 66 3.0 30.3 40.9 18.2 7.6
Others 115 9.6 21.7 43.5 20.0 5.2
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
8.4 29.3 41.7 16.8 3.8
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Gym/Fitness
Level of Importance for Car Park
89.2% of the Hotel stayer said that it is [important] to stay in a Hotel that have sufficient Car Park facility, whereas 4.1% of the stayers said that car park is not their main consideration when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
23
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 71.0 18.2 6.7 2.9 1.2
BD 01: Gender
Male 231 69.7 19.5 7.8 1.7 1.3
Female 186 72.6 16.7 5.4 4.3 1.1
BD 02: Age Group
17 - 24 years old 115 71.3 24.3 1.7 2.6 0.0
25 - 29 years old 90 74.4 14.4 7.8 3.3 0.0
30 - 34 years old 81 77.8 13.6 3.7 1.2 3.7
35 years old and above 131 64.1 18.3 12.2 3.8 1.5
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 76.8 16.2 4.0 3.0 0.0
SEC B (IDR 2mill - 5 mill) 224 71.0 17.9 7.1 2.2 1.8
SEC A (IDR 5mill and above) 94 64.9 21.3 8.5 4.3 1.1
BD 04: Hotel Location
Jakarta 88 70.5 12.5 9.1 4.5 3.4
Bandung 48 70.8 20.8 8.3 0.0 0.0
Bali 51 64.7 21.6 5.9 7.8 0.0
Surabaya 49 81.6 12.2 6.1 0.0 0.0
Yogyakarta 66 69.7 22.7 4.5 3.0 0.0
Others 115 70.4 20.0 6.1 1.7 1.7
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
71.0 18.2 6.7 2.91.2
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Car Park
Level of Importance for Dry Cleaning service
66.9% of the Hotel stayer said that it is [important] to stay in a Hotel that provides Dry cleaning service facility, whereas 7.9% of the stayers said that dry cleaning service is not their main consideration when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
24
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 36.7 30.2 25.2 6.2 1.7
BD 01: Gender
Male 231 39.0 28.1 25.5 6.1 1.3
Female 186 33.9 32.8 24.7 6.5 2.2
BD 02: Age Group
17 - 24 years old 115 39.1 31.3 22.6 4.3 2.6
25 - 29 years old 90 34.4 28.9 30.0 5.6 1.1
30 - 34 years old 81 38.3 30.9 23.5 6.2 1.2
35 years old and above 131 35.1 29.8 25.2 8.4 1.5
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 39.4 30.3 22.2 6.1 2.0
SEC B (IDR 2mill - 5 mill) 224 36.2 29.5 28.1 4.5 1.8
SEC A (IDR 5mill and above) 94 35.1 31.9 21.3 10.6 1.1
BD 04: Hotel Location
Jakarta 88 35.2 34.1 25.0 3.4 2.3
Bandung 48 27.1 37.5 29.2 4.2 2.1
Bali 51 37.3 25.5 25.5 5.9 5.9
Surabaya 49 51.0 24.5 18.4 6.1 0.0
Yogyakarta 66 40.9 28.8 21.2 9.1 0.0
Others 115 33.0 29.6 28.7 7.8 0.9
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
36.7 30.2 25.2 6.2 1.7
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Dry Cleaning service
Level of Importance for Spa/Sauna
45.8% of the Hotel stayer said that it is [important] to stay in a Hotel that have Spa/sauna facility, whereas 14.6% of the stayers said that spa/sauna is not their main consideration when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
25
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 11.8 34.1 39.6 11.3 3.4
BD 01: Gender
Male 231 10.0 30.3 44.2 11.3 4.3
Female 186 14.0 38.7 33.9 11.3 2.2
BD 02: Age Group
17 - 24 years old 115 17.4 31.3 40.0 7.8 3.5
25 - 29 years old 90 5.6 43.3 33.3 13.3 4.4
30 - 34 years old 81 13.6 35.8 38.3 9.9 2.5
35 years old and above 131 9.9 29.0 44.3 13.7 3.1
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 11.1 31.3 42.4 12.1 3.0
SEC B (IDR 2mill - 5 mill) 224 11.2 34.8 39.7 9.8 4.5
SEC A (IDR 5mill and above) 94 13.8 35.1 36.2 13.8 1.1
BD 04: Hotel Location
Jakarta 88 14.8 36.4 42.0 5.7 1.1
Bandung 48 10.4 39.6 41.7 8.3 0.0
Bali 51 15.7 41.2 33.3 9.8 0.0
Surabaya 49 12.2 30.6 42.9 8.2 6.1
Yogyakarta 66 10.6 31.8 33.3 21.2 3.0
Others 115 8.7 29.6 41.7 13.0 7.0
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
11.8 34.1 39.6 11.3 3.4
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Spa/Sauna
Level of Importance for Business Facilities
57.8% of the Hotel stayer said that it is [important] to stay in Hotel that have Business facility, whereas 10.1% of the stayers said that business facility is not their main consideration when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
26
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 25.7 32.1 32.1 8.2 1.9
BD 01: Gender
Male 231 29.4 33.8 29.4 6.1 1.3
Female 186 21.0 30.1 35.5 10.8 2.7
BD 02: Age Group
17 - 24 years old 115 29.6 33.9 30.4 3.5 2.6
25 - 29 years old 90 22.2 33.3 36.7 7.8 0.0
30 - 34 years old 81 33.3 28.4 24.7 11.1 2.5
35 years old and above 131 19.8 32.1 35.1 10.7 2.3
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 26.3 29.3 37.4 5.1 2.0
SEC B (IDR 2mill - 5 mill) 224 24.6 33.0 30.8 9.4 2.2
SEC A (IDR 5mill and above) 94 27.7 33.0 29.8 8.5 1.1
BD 04: Hotel Location
Jakarta 88 26.1 30.7 35.2 5.7 2.3
Bandung 48 20.8 37.5 33.3 6.3 2.1
Bali 51 21.6 33.3 33.3 5.9 5.9
Surabaya 49 28.6 32.7 30.6 8.2 0.0
Yogyakarta 66 27.3 31.8 30.3 9.1 1.5
Others 115 27.0 30.4 30.4 11.3 0.9
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
25.7 32.1 32.1 8.2 1.9
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Business Facilities
Level of Importance for Playground
57.6% of the Hotel stayer said that it is [important] to stay in a Hotel that have Playground facility, whereas 11.8% of the stayers said that playground facility is not their main consideration when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
27
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 24.0 33.6 30.7 8.2 3.6
BD 01: Gender
Male 231 21.2 32.9 35.9 6.1 3.9
Female 186 27.4 34.4 24.2 10.8 3.2
BD 02: Age Group
17 - 24 years old 115 22.6 30.4 32.2 10.4 4.3
25 - 29 years old 90 12.2 43.3 28.9 12.2 3.3
30 - 34 years old 81 28.4 34.6 25.9 6.2 4.9
35 years old and above 131 30.5 29.0 33.6 4.6 2.3
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 19.2 35.4 30.3 12.1 3.0
SEC B (IDR 2mill - 5 mill) 224 22.8 32.6 32.1 8.0 4.5
SEC A (IDR 5mill and above) 94 31.9 34.0 27.7 4.3 2.1
BD 04: Hotel Location
Jakarta 88 26.1 38.6 28.4 4.5 2.3
Bandung 48 33.3 33.3 22.9 8.3 2.1
Bali 51 33.3 35.3 19.6 5.9 5.9
Surabaya 49 18.4 32.7 36.7 4.1 8.2
Yogyakarta 66 27.3 28.8 28.8 13.6 1.5
Others 115 14.8 32.2 39.1 10.4 3.5
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
24.0 33.6 30.7 8.2 3.6
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Playground (Family/Child Friendly)
Level of Importance for Baby sitting service
37.4% of the Hotel stayer said that it is [important] to stay in a Hotel that have Baby sitting service facility, whereas 24.2% of the stayers said that baby sitting service facility is not their main consideration when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
28
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 13.4 24.0 38.4 16.8 7.4
BD 01: Gender
Male 231 12.1 23.8 39.0 17.3 7.8
Female 186 15.1 24.2 37.6 16.1 7.0
BD 02: Age Group
17 - 24 years old 115 16.5 27.8 34.8 10.4 10.4
25 - 29 years old 90 10.0 32.2 35.6 18.9 3.3
30 - 34 years old 81 17.3 23.5 30.9 18.5 9.9
35 years old and above 131 10.7 15.3 48.1 19.8 6.1
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 21.2 21.2 35.4 15.2 7.1
SEC B (IDR 2mill - 5 mill) 224 10.3 23.7 41.5 17.4 7.1
SEC A (IDR 5mill and above) 94 12.8 27.7 34.0 17.0 8.5
BD 04: Hotel Location
Jakarta 88 12.5 28.4 35.2 19.3 4.5
Bandung 48 16.7 37.5 31.3 10.4 4.2
Bali 51 13.7 25.5 39.2 9.8 11.8
Surabaya 49 10.2 26.5 38.8 16.3 8.2
Yogyakarta 66 18.2 16.7 45.5 12.1 7.6
Others 115 11.3 17.4 39.1 23.5 8.7
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
13.4 24.0 38.4 16.8 7.4
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Baby sitting service
Level of Importance for Restaurant/Coffee Cafe/Nightclub
83.0% of the Hotel stayer said that it is [important] to stay in Hotel that have Restaurant/coffee cafe/nightclub facility, whereas 4.3% of the stayers said that this facility is not their main consideration when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
29
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 45.6 37.4 12.7 2.4 1.9
BD 01: Gender
Male 231 45.0 36.8 13.4 2.2 2.6
Female 186 46.2 38.2 11.8 2.7 1.1
BD 02: Age Group
17 - 24 years old 115 53.0 38.3 6.1 0.9 1.7
25 - 29 years old 90 43.3 36.7 14.4 4.4 1.1
30 - 34 years old 81 49.4 33.3 9.9 3.7 3.7
35 years old and above 131 38.2 39.7 19.1 1.5 1.5
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 42.4 39.4 13.1 4.0 1.0
SEC B (IDR 2mill - 5 mill) 224 45.5 36.2 13.4 2.7 2.2
SEC A (IDR 5mill and above) 94 48.9 38.3 10.6 0.0 2.1
BD 04: Hotel Location
Jakarta 88 39.8 42.0 12.5 2.3 3.4
Bandung 48 37.5 47.9 14.6 0.0 0.0
Bali 51 49.0 31.4 13.7 5.9 0.0
Surabaya 49 46.9 42.9 10.2 0.0 0.0
Yogyakarta 66 50.0 42.4 4.5 1.5 1.5
Others 115 48.7 27.0 17.4 3.5 3.5
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
45.6 37.4 12.7 2.41.9
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Restaurant/Coffee Cafe/Nightclub
Level of Importance for Room service
95.4% of the Hotel stayer said that it is [important] to stay in a Hotel that have Room service, whereas 1.0% of the stayers said that this service is not their main consideration when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
30
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 77.0 18.5 3.6 0.5 0.5
BD 01: Gender
Male 231 76.6 19.0 3.0 0.4 0.9
Female 186 77.4 17.7 4.3 0.5 0.0
BD 02: Age Group
17 - 24 years old 115 79.1 17.4 2.6 0.9 0.0
25 - 29 years old 90 78.9 15.6 5.6 0.0 0.0
30 - 34 years old 81 81.5 13.6 3.7 0.0 1.2
35 years old and above 131 71.0 24.4 3.1 0.8 0.8
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 81.8 12.1 5.1 1.0 0.0
SEC B (IDR 2mill - 5 mill) 224 78.1 17.9 2.7 0.4 0.9
SEC A (IDR 5mill and above) 94 69.1 26.6 4.3 0.0 0.0
BD 04: Hotel Location
Jakarta 88 72.7 21.6 4.5 0.0 1.1
Bandung 48 70.8 29.2 0.0 0.0 0.0
Bali 51 78.4 15.7 3.9 2.0 0.0
Surabaya 49 89.8 8.2 2.0 0.0 0.0
Yogyakarta 66 77.3 18.2 4.5 0.0 0.0
Others 115 76.5 17.4 4.3 0.9 0.9
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
77.0 18.5 3.60.50.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Room service
Level of Importance for 24 hours guest service
95.2% of the Hotel stayer said that it is [important] to stay in a Hotel that have 24-hours guest/customer service, whereas 1.2% of the stayers said that this service is not their main consideration when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
31
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 73.4 21.8 3.6 0.7 0.5
BD 01: Gender
Male 231 71.4 23.8 3.9 0.0 0.9
Female 186 75.8 19.4 3.2 1.6 0.0
BD 02: Age Group
17 - 24 years old 115 70.4 23.5 3.5 2.6 0.0
25 - 29 years old 90 76.7 22.2 1.1 0.0 0.0
30 - 34 years old 81 76.5 16.0 6.2 0.0 1.2
35 years old and above 131 71.8 23.7 3.8 0.0 0.8
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 72.7 21.2 3.0 3.0 0.0
SEC B (IDR 2mill - 5 mill) 224 75.4 19.6 4.0 0.0 0.9
SEC A (IDR 5mill and above) 94 69.1 27.7 3.2 0.0 0.0
BD 04: Hotel Location
Jakarta 88 78.4 18.2 2.3 0.0 1.1
Bandung 48 72.9 22.9 4.2 0.0 0.0
Bali 51 64.7 29.4 3.9 2.0 0.0
Surabaya 49 81.6 16.3 2.0 0.0 0.0
Yogyakarta 66 74.2 22.7 1.5 1.5 0.0
Others 115 69.6 22.6 6.1 0.9 0.9
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
73.4 21.8 3.60.70.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
guest/customer service (24 hours)
Level of Importance for Smoking and Non Smoking Areas
• 75.8% of the Hotel stayer said that it is [important] to stay in a Hotel that have Smoking Area facility, whereas 8.2% of the stayers said that this facility is not their main consideration when choosing a Hotel.
• The table shows that 61.7% of respondents aged 30 – 34 years old consider smoking area facility in a Hotel as a very important factor when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
32
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 49.6 26.1 16.1 3.6 4.6
BD 01: Gender
Male 231 44.6 29.0 19.0 3.5 3.9
Female 186 55.9 22.6 12.4 3.8 5.4
BD 02: Age Group
17 - 24 years old 115 47.8 30.4 13.9 2.6 5.2
25 - 29 years old 90 45.6 28.9 17.8 5.6 2.2
30 - 34 years old 81 61.7 17.3 12.3 1.2 7.4
35 years old and above 131 46.6 26.0 19.1 4.6 3.8
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 49.5 25.3 17.2 5.1 3.0
SEC B (IDR 2mill - 5 mill) 224 51.3 23.7 17.4 3.1 4.5
SEC A (IDR 5mill and above) 94 45.7 33.0 11.7 3.2 6.4
BD 04: Hotel Location
Jakarta 88 55.7 26.1 12.5 1.1 4.5
Bandung 48 45.8 31.3 20.8 0.0 2.1
Bali 51 49.0 21.6 17.6 3.9 7.8
Surabaya 49 53.1 20.4 26.5 0.0 0.0
Yogyakarta 66 45.5 27.3 15.2 9.1 3.0
Others 115 47.8 27.8 12.2 5.2 7.0
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
49.6 26.1 16.1 3.6 4.6
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Smoking Area and Non Smoking Rooms
Level of Importance for Airport Transfer
75.6% of the Hotel stayer said that it is [important] to stay in a Hotel that provide Airport Transfer service, whereas 4.6% of the stayers said that this service is not their main consideration when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
33
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 37.2 38.4 19.9 4.1 0.5
BD 01: Gender
Male 231 37.7 37.2 20.8 3.5 0.9
Female 186 36.6 39.8 18.8 4.8 0.0
BD 02: Age Group
17 - 24 years old 115 35.7 37.4 19.1 6.1 1.7
25 - 29 years old 90 27.8 45.6 23.3 3.3 0.0
30 - 34 years old 81 44.4 40.7 11.1 3.7 0.0
35 years old and above 131 40.5 32.8 23.7 3.1 0.0
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 32.3 41.4 21.2 5.1 0.0
SEC B (IDR 2mill - 5 mill) 224 39.3 36.6 19.6 3.6 0.9
SEC A (IDR 5mill and above) 94 37.2 39.4 19.1 4.3 0.0
BD 04: Hotel Location
Jakarta 88 43.2 39.8 12.5 4.5 0.0
Bandung 48 39.6 41.7 16.7 2.1 0.0
Bali 51 41.2 29.4 23.5 5.9 0.0
Surabaya 49 30.6 46.9 18.4 2.0 2.0
Yogyakarta 66 37.9 30.3 25.8 6.1 0.0
Others 115 32.2 40.9 22.6 3.5 0.9
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
37.2 38.4 19.9 4.10.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Airport Transfer
Level of Importance for Tour guide facilities
• 59.0% of the Hotel stayer said that it is [important] to stay in a Hotel that have Tour guide facility, whereas 9.4% of the stayers said that this facility is not their main consideration when choosing a Hotel.
• The table shows that 52.1% of respondents stayed at a Hotel in Bandung consider tour guide facility as a very important factor when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
34
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 21.8 37.2 31.7 9.1 0.2
BD 01: Gender
Male 231 21.2 37.2 31.2 10.4 0.0
Female 186 22.6 37.1 32.3 7.5 0.5
BD 02: Age Group
17 - 24 years old 115 29.6 35.7 24.3 10.4 0.0
25 - 29 years old 90 20.0 41.1 27.8 11.1 0.0
30 - 34 years old 81 19.8 43.2 27.2 8.6 1.2
35 years old and above 131 17.6 32.1 43.5 6.9 0.0
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 25.3 39.4 25.3 10.1 0.0
SEC B (IDR 2mill - 5 mill) 224 22.8 37.1 31.7 8.0 0.4
SEC A (IDR 5mill and above) 94 16.0 35.1 38.3 10.6 0.0
BD 04: Hotel Location
Jakarta 88 19.3 38.6 34.1 6.8 1.1
Bandung 48 16.7 52.1 16.7 14.6 0.0
Bali 51 29.4 33.3 29.4 7.8 0.0
Surabaya 49 20.4 36.7 32.7 10.2 0.0
Yogyakarta 66 27.3 36.4 28.8 7.6 0.0
Others 115 20.0 32.2 38.3 9.6 0.0
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
21.8 37.2 31.7 9.1 0.2
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Tour guide facilities
Level of Importance for Pets Allowed
27.3% of the Hotel stayer said that it is [important] to stay in Hotel that give permission to bring pets, whereas 36.2% of the stayers said that this facility is not their main consideration when choosing a Hotel.
Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]
35
nVery important Somewhat important Neutral
Somewhat
unimportantVery unimportant
Per. Per. Per. Per. Per.
Total 417 10.1 17.3 36.5 22.5 13.7
BD 01: Gender
Male 231 10.0 13.4 37.2 25.5 13.9
Female 186 10.2 22.0 35.5 18.8 13.4
BD 02: Age Group
17 - 24 years old 115 16.5 21.7 33.9 20.9 7.0
25 - 29 years old 90 12.2 15.6 38.9 23.3 10.0
30 - 34 years old 81 4.9 21.0 33.3 23.5 17.3
35 years old and above 131 6.1 12.2 38.9 22.9 19.8
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 12.1 14.1 41.4 24.2 8.1
SEC B (IDR 2mill - 5 mill) 224 9.8 19.2 32.6 22.3 16.1
SEC A (IDR 5mill and above) 94 8.5 16.0 40.4 21.3 13.8
BD 04: Hotel Location
Jakarta 88 11.4 17.0 38.6 22.7 10.2
Bandung 48 8.3 20.8 35.4 27.1 8.3
Bali 51 17.6 21.6 31.4 17.6 11.8
Surabaya 49 20.4 12.2 38.8 18.4 10.2
Yogyakarta 66 7.6 10.6 42.4 22.7 16.7
Others 115 3.5 20.0 33.0 24.3 19.1
Very important
Somewhat important
Neutral
Somewhat unimportant
Very unimportant
Percentage of 10% higher than the Total
10.1 17.3 36.5 22.5 13.7
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Pets Allowed
PURCHASE MOTIVE/ IMPORTANCE LEVEL
Protect: This group will require special initiative to protect their interestsGood Relation: A close and good working relationship must be established with this groupLow Priority: May have some involvement, but relatively in lower priorityMonitor: This group may be source of risks, and will require careful monitoring and management
The importance level grid below shows that Gym/Fitness, Spa/Sauna, Business Facilities, Playground, Babby sitting service, Tour guide facility, and Pets Allowed in a Hotel will require monitoring and management.
36
PROTECT
LOW PRIORITY
GOOD RELATION
MONITOR
1
2
3
4
5
6
78
9
10
11
12
13 14
15
16
17
ATTRIBUTES :
1. Swimming Pool
2. Internet
3. Gym/Fitness
4. Car Park
5. Dry Cleaning service
6. Spa/Sauna
7. Business Facilities
8. Playground (Family/Child Friendly)
9. Baby sitting service
10. Restaurant/Coffee Cafe/Nightclub
11. Room service
12. 24 hours guest/customer service
13. Smoking Area and Non Smoking Rooms
14. Airport Transfer
15. Tour guide facilities
16. Pets Allowed
17. Facilities for diabled guests
Weight : 0.500
Mean Score : 72.40
INFLUENCELow High
IMP
OR
TAN
T
High
Low
E. Detail findings
1. Respondents’ Hotel Stay Experience
2. Respondents’ Purchase Motive / Importance Level
3. Respondents’ Satisfaction toward Hotel Services Quality
3.1 Hospitality
3.2 Accommodation
3.3 Food and Beverage
3.4 Supplementary Services & Entertainment
3.5 Hotel Appearance
3.6 Pricing and Payment Mode
3.7 Value Added Services
4. Overall Customer Satisfaction and Loyalty Effect
37
Level of Agreement - Efficient front desk
There are 85.1% of the surveyed respondents who are satisfied with efficient front desk of Hotel they stayed at compared to 9.4% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
38
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 7.4 1.2 0.7 5.5 17.5 50.1 17.5
BD 01: Gender
Male 231 7.4 0.9 0.9 5.2 17.3 48.5 19.9
Female 186 7.5 1.6 0.5 5.9 17.7 52.2 14.5
BD 02: Age Group
17 - 24 years old 115 14.8 1.7 0.9 6.1 18.3 40.9 17.4
25 - 29 years old 90 6.7 1.1 0.0 5.6 21.1 53.3 12.2
30 - 34 years old 81 6.2 0.0 1.2 4.9 14.8 55.6 17.3
35 years old and above 131 2.3 1.5 0.8 5.3 16.0 52.7 21.4
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 9.1 0.0 0.0 4.0 18.2 48.5 20.2
SEC B (IDR 2mill - 5 mill) 224 8.5 2.2 0.9 4.9 18.8 47.3 17.4
SEC A (IDR 5mill and above) 94 3.2 0.0 1.1 8.5 13.8 58.5 14.9
BD 04: Hotel Location
Jakarta 88 6.8 0.0 0.0 8.0 18.2 48.9 18.2
Bandung 48 2.1 2.1 4.2 4.2 12.5 58.3 16.7
Bali 51 13.7 3.9 0.0 3.9 17.6 43.1 17.6
Surabaya 49 8.2 0.0 0.0 2.0 12.2 55.1 22.4
Yogyakarta 66 6.1 1.5 0.0 9.1 24.2 48.5 10.6
Others 115 7.8 0.9 0.9 4.3 17.4 49.6 19.1
7.4 1.20.7 5.5 17.5 50.1 17.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
Percentage of 10% higher than the Total
Level of Agreement - Communicative Receptionist
• There are 89.4% of the surveyed respondents who are satisfied with the friendly & communicative receptionist of Hotel they stayed at compared to 8.4% of dissatisfied percentage.
• The table shows that 61.2% of the respondents who stayed at a Hotel in Surabaya were very satisfied with the friendly & communicative receptionist.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
39
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 6.5 0.7 1.2 2.2 7.0 36.0 46.5
BD 01: Gender
Male 231 6.5 0.4 1.7 0.9 6.5 33.8 50.2
Female 186 6.5 1.1 0.5 3.8 7.5 38.7 41.9
BD 02: Age Group
17 - 24 years old 115 11.3 1.7 2.6 4.3 10.4 34.8 34.8
25 - 29 years old 90 7.8 0.0 0.0 0.0 10.0 32.2 50.0
30 - 34 years old 81 6.2 0.0 1.2 2.5 3.7 42.0 44.4
35 years old and above 131 1.5 0.8 0.8 1.5 3.8 35.9 55.7
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 7.1 1.0 1.0 1.0 9.1 33.3 47.5
SEC B (IDR 2mill - 5 mill) 224 8.0 0.4 1.3 2.2 5.8 36.6 45.5
SEC A (IDR 5mill and above) 94 2.1 1.1 1.1 3.2 7.4 37.2 47.9
BD 04: Hotel Location
Jakarta 88 5.7 1.1 0.0 0.0 5.7 40.9 46.6
Bandung 48 0.0 2.1 2.1 0.0 10.4 39.6 45.8
Bali 51 11.8 2.0 2.0 3.9 7.8 29.4 43.1
Surabaya 49 8.2 0.0 0.0 2.0 0.0 28.6 61.2
Yogyakarta 66 4.5 0.0 0.0 3.0 12.1 34.8 45.5
Others 115 7.8 0.0 2.6 3.5 6.1 37.4 42.6
6.5 0.71.22.2 7.0 36.0 46.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
Percentage of 10% higher than the Total
Level of Agreement - Pleasant staff
There are 88.7% of the surveyed respondents who are satisfied with the pleasant staff of Hotel they stayed at compared to 8.4% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
40
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 6.2 0.7 1.4 2.9 6.7 35.7 46.3
BD 01: Gender
Male 231 6.1 1.3 1.3 2.2 6.5 31.2 51.5
Female 186 6.5 0.0 1.6 3.8 7.0 41.4 39.8
BD 02: Age Group
17 - 24 years old 115 11.3 0.9 3.5 3.5 11.3 32.2 37.4
25 - 29 years old 90 6.7 1.1 0.0 3.3 7.8 30.0 51.1
30 - 34 years old 81 6.2 0.0 0.0 3.7 3.7 44.4 42.0
35 years old and above 131 1.5 0.8 1.5 1.5 3.8 37.4 53.4
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 7.1 1.0 2.0 2.0 7.1 30.3 50.5
SEC B (IDR 2mill - 5 mill) 224 7.6 0.9 1.3 2.2 7.6 35.7 44.6
SEC A (IDR 5mill and above) 94 2.1 0.0 1.1 5.3 4.3 41.5 45.7
BD 04: Hotel Location
Jakarta 88 4.5 1.1 1.1 2.3 5.7 39.8 45.5
Bandung 48 0.0 0.0 2.1 2.1 12.5 41.7 41.7
Bali 51 11.8 2.0 2.0 5.9 7.8 27.5 43.1
Surabaya 49 8.2 0.0 0.0 2.0 0.0 36.7 53.1
Yogyakarta 66 4.5 0.0 0.0 3.0 7.6 34.8 50.0
Others 115 7.8 0.9 2.6 2.6 7.0 33.9 45.2
6.2 0.71.42.9 6.7 35.7 46.3
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
Percentage of 10% higher than the Total
Level of Agreement - Prompt & courteous service
There are 89.9% of the surveyed respondents who are satisfied with the prompt & courteous service of Hotel they stayed at compared to 7.2% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
41
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 6.7 0.2 0.2 2.9 8.4 35.3 46.3
BD 01: Gender
Male 231 6.9 0.4 0.0 1.3 8.2 33.3 49.8
Female 186 6.5 0.0 0.5 4.8 8.6 37.6 41.9
BD 02: Age Group
17 - 24 years old 115 11.3 0.9 0.9 6.1 10.4 32.2 38.3
25 - 29 years old 90 7.8 0.0 0.0 1.1 7.8 34.4 48.9
30 - 34 years old 81 6.2 0.0 0.0 3.7 8.6 37.0 44.4
35 years old and above 131 2.3 0.0 0.0 0.8 6.9 37.4 52.7
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 7.1 1.0 0.0 3.0 9.1 31.3 48.5
SEC B (IDR 2mill - 5 mill) 224 8.5 0.0 0.4 1.8 8.9 36.6 43.8
SEC A (IDR 5mill and above) 94 2.1 0.0 0.0 5.3 6.4 36.2 50.0
BD 04: Hotel Location
Jakarta 88 5.7 0.0 0.0 2.3 6.8 34.1 51.1
Bandung 48 0.0 0.0 0.0 6.3 0.0 45.8 47.9
Bali 51 13.7 0.0 0.0 3.9 13.7 29.4 39.2
Surabaya 49 8.2 0.0 0.0 2.0 2.0 34.7 53.1
Yogyakarta 66 4.5 0.0 1.5 3.0 7.6 39.4 43.9
Others 115 7.8 0.9 0.0 1.7 13.9 32.2 43.5
6.7 0.20.22.9 8.4 35.3 46.3
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
Percentage of 10% higher than the Total
Level of Agreement – Friendliness of information counter
There are 89.0% of the surveyed respondents who are satisfied with the congeniality of information counter of Hotel they stayed at compared to 7.4% of dissatisfied percentage.
48.1% respondents aged 35 years old and above strongly agree with the congienality of information counter.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
42
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 6.0 0.7 0.7 3.6 8.9 42.4 37.6
BD 01: Gender
Male 231 5.6 1.3 1.3 1.3 9.5 40.7 40.3
Female 186 6.5 0.0 0.0 6.5 8.1 44.6 34.4
BD 02: Age Group
17 - 24 years old 115 10.4 0.9 0.9 7.0 7.0 44.3 29.6
25 - 29 years old 90 6.7 1.1 0.0 3.3 14.4 40.0 34.4
30 - 34 years old 81 6.2 0.0 1.2 1.2 13.6 42.0 35.8
35 years old and above 131 1.5 0.8 0.8 2.3 3.8 42.7 48.1
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 7.1 0.0 2.0 2.0 11.1 39.4 38.4
SEC B (IDR 2mill - 5 mill) 224 7.1 1.3 0.4 4.5 8.0 41.5 37.1
SEC A (IDR 5mill and above) 94 2.1 0.0 0.0 3.2 8.5 47.9 38.3
BD 04: Hotel Location
Jakarta 88 4.5 1.1 1.1 2.3 8.0 39.8 43.2
Bandung 48 0.0 0.0 0.0 0.0 6.3 56.3 37.5
Bali 51 11.8 2.0 0.0 5.9 7.8 41.2 31.4
Surabaya 49 8.2 0.0 0.0 4.1 2.0 38.8 46.9
Yogyakarta 66 4.5 0.0 0.0 3.0 12.1 47.0 33.3
Others 115 7.0 0.9 1.7 5.2 12.2 38.3 34.8
6.0 0.70.73.6 8.9 42.4 37.6
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
Percentage of 10% higher than the Total
Level of Agreement - Language proficiency of Hotel staff
There are 88.2% of the surveyed respondents who are satisfied with the staffs’ language proficiency of Hotel they stayed at compared to 7.7% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
43
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 6.0 0.7 1.0 4.1 8.6 44.8 34.8
BD 01: Gender
Male 231 5.6 1.3 1.3 2.6 9.1 40.3 39.8
Female 186 6.5 0.0 0.5 5.9 8.1 50.5 28.5
BD 02: Age Group
17 - 24 years old 115 10.4 0.9 1.7 5.2 13.0 38.3 30.4
25 - 29 years old 90 6.7 1.1 0.0 3.3 13.3 43.3 32.2
30 - 34 years old 81 6.2 1.2 0.0 7.4 4.9 48.1 32.1
35 years old and above 131 1.5 0.0 1.5 1.5 3.8 49.6 42.0
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 7.1 0.0 1.0 3.0 13.1 33.3 42.4
SEC B (IDR 2mill - 5 mill) 224 7.1 1.3 1.3 4.5 7.1 46.0 32.6
SEC A (IDR 5mill and above) 94 2.1 0.0 0.0 4.3 7.4 54.3 31.9
BD 04: Hotel Location
Jakarta 88 4.5 2.3 1.1 0.0 9.1 51.1 31.8
Bandung 48 0.0 0.0 0.0 6.3 6.3 47.9 39.6
Bali 51 11.8 0.0 2.0 3.9 9.8 51.0 21.6
Surabaya 49 8.2 0.0 0.0 2.0 0.0 44.9 44.9
Yogyakarta 66 4.5 0.0 0.0 4.5 12.1 42.4 36.4
Others 115 7.0 0.9 1.7 7.0 10.4 37.4 35.7
6.0 0.71.04.1 8.6 44.8 34.8
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
Percentage of 10% higher than the Total
Level of Agreement - Sufficient hotel security
There are 90.2% of the surveyed respondents who are satisfied with the sufficient security of Hotel they stayed at compared to 7.9% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
44
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 6.2 1.2 0.5 1.9 6.7 30.9 52.5
BD 01: Gender
Male 231 6.1 1.7 0.0 1.7 7.4 24.2 58.9
Female 186 6.5 0.5 1.1 2.2 5.9 39.2 44.6
BD 02: Age Group
17 - 24 years old 115 10.4 0.9 1.7 3.5 8.7 33.9 40.9
25 - 29 years old 90 7.8 0.0 0.0 1.1 11.1 25.6 54.4
30 - 34 years old 81 6.2 0.0 0.0 3.7 4.9 32.1 53.1
35 years old and above 131 1.5 3.1 0.0 0.0 3.1 31.3 61.1
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 7.1 0.0 0.0 2.0 12.1 26.3 52.5
SEC B (IDR 2mill - 5 mill) 224 7.6 1.8 0.9 1.3 5.8 30.8 51.8
SEC A (IDR 5mill and above) 94 2.1 1.1 0.0 3.2 3.2 36.2 54.3
BD 04: Hotel Location
Jakarta 88 5.7 2.3 0.0 0.0 6.8 23.9 61.4
Bandung 48 0.0 0.0 0.0 2.1 2.1 41.7 54.2
Bali 51 11.8 2.0 0.0 2.0 5.9 33.3 45.1
Surabaya 49 8.2 2.0 0.0 2.0 2.0 30.6 55.1
Yogyakarta 66 4.5 0.0 1.5 0.0 10.6 28.8 54.5
Others 115 7.0 0.9 0.9 4.3 8.7 32.2 46.1
6.2 1.20.51.9 6.7 30.9 52.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
Percentage of 10% higher than the Total
E. Detail findings
1. Respondents’ Hotel Stay Experience
2. Respondents’ Purchase Motive / Importance Level
3. Respondents’ Satisfaction toward Hotel Services Quality
3.1 Hospitality
3.2 Accommodation
3.3 Food and Beverage
3.4 Supplementary Services & Entertainment
3.5 Hotel Appearance
3.6 Pricing and Payment Mode
3.7 Value Added Services
4. Overall Customer Satisfaction and Loyalty Effect
45
Level of Agreement - Quiet room
There are 95.2% of the surveyed respondents who are satisfied with the quiet room of Hotel they stayed at compared to 3.6% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
46
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 2.2 0.2 1.2 1.2 6.2 39.6 49.4
BD 01: Gender
Male 231 1.7 0.4 0.9 0.9 6.9 38.1 51.1
Female 186 2.7 0.0 1.6 1.6 5.4 41.4 47.3
BD 02: Age Group
17 - 24 years old 115 3.5 0.9 0.9 0.9 6.1 39.1 48.7
25 - 29 years old 90 2.2 0.0 1.1 1.1 7.8 45.6 42.2
30 - 34 years old 81 2.5 0.0 2.5 2.5 2.5 43.2 46.9
35 years old and above 131 0.8 0.0 0.8 0.8 7.6 33.6 56.5
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 6.1 0.0 0.0 1.0 5.1 32.3 55.6
SEC B (IDR 2mill - 5 mill) 224 1.3 0.0 1.3 0.9 6.3 41.5 48.7
SEC A (IDR 5mill and above) 94 0.0 1.1 2.1 2.1 7.4 42.6 44.7
BD 04: Hotel Location
Jakarta 88 1.1 1.1 2.3 2.3 3.4 37.5 52.3
Bandung 48 0.0 0.0 2.1 2.1 14.6 35.4 45.8
Bali 51 5.9 0.0 2.0 0.0 2.0 52.9 37.3
Surabaya 49 6.1 0.0 2.0 0.0 4.1 22.4 65.3
Yogyakarta 66 0.0 0.0 0.0 1.5 9.1 39.4 50.0
Others 115 1.7 0.0 0.0 0.9 6.1 44.3 47.0
2.20.21.21.2 6.2 39.6 49.4
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
Percentage of 10% higher than the Total
Level of Agreement - Well-maintained and clean room
There are 94.7% of the surveyed respondents who are satisfied with the well-maintained and clean room of Hotel they stayed at compared to 3.1% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
47
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.7 0.5 1.0 2.2 5.5 36.0 53.2
BD 01: Gender
Male 231 1.3 0.4 1.3 2.2 4.8 35.1 55.0
Female 186 2.2 0.5 0.5 2.2 6.5 37.1 51.1
BD 02: Age Group
17 - 24 years old 115 2.6 0.9 0.9 3.5 7.0 34.8 50.4
25 - 29 years old 90 1.1 0.0 0.0 2.2 4.4 43.3 48.9
30 - 34 years old 81 2.5 0.0 3.7 1.2 7.4 28.4 56.8
35 years old and above 131 0.8 0.8 0.0 1.5 3.8 36.6 56.5
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 4.0 1.0 0.0 2.0 5.1 33.3 54.5
SEC B (IDR 2mill - 5 mill) 224 1.3 0.4 1.3 2.2 4.9 37.1 52.7
SEC A (IDR 5mill and above) 94 0.0 0.0 1.1 2.1 7.4 36.2 53.2
BD 04: Hotel Location
Jakarta 88 1.1 0.0 0.0 2.3 9.1 31.8 55.7
Bandung 48 0.0 0.0 2.1 4.2 6.3 39.6 47.9
Bali 51 2.0 3.9 0.0 0.0 7.8 41.2 45.1
Surabaya 49 6.1 0.0 2.0 0.0 0.0 28.6 63.3
Yogyakarta 66 0.0 0.0 0.0 3.0 3.0 42.4 51.5
Others 115 1.7 0.0 1.7 2.6 5.2 34.8 53.9
1.70.51.02.2 5.5 36.0 53.2
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
Percentage of 10% higher than the Total
Level of Agreement – In-room audio & visual equipment
There are 91.4% of the surveyed respondents who are satisfied with the audio-visual equipment of Hotel they stayed at compared to 4.8% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
48
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.2 1.7 1.9 3.8 13.9 46.0 31.4
BD 01: Gender
Male 231 0.4 1.3 2.2 4.3 14.3 44.6 32.9
Female 186 2.2 2.2 1.6 3.2 13.4 47.8 29.6
BD 02: Age Group
17 - 24 years old 115 0.9 3.5 1.7 5.2 19.1 40.9 28.7
25 - 29 years old 90 1.1 1.1 2.2 3.3 13.3 50.0 28.9
30 - 34 years old 81 2.5 2.5 3.7 4.9 9.9 50.6 25.9
35 years old and above 131 0.8 0.0 0.8 2.3 12.2 45.0 38.9
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 3.0 4.0 5.1 15.2 40.4 30.3
SEC B (IDR 2mill - 5 mill) 224 1.3 1.3 1.3 3.1 13.8 46.9 32.1
SEC A (IDR 5mill and above) 94 0.0 1.1 1.1 4.3 12.8 50.0 30.9
BD 04: Hotel Location
Jakarta 88 1.1 0.0 1.1 4.5 22.7 38.6 31.8
Bandung 48 0.0 2.1 2.1 8.3 12.5 45.8 29.2
Bali 51 2.0 0.0 3.9 2.0 15.7 52.9 23.5
Surabaya 49 4.1 2.0 4.1 0.0 8.2 46.9 34.7
Yogyakarta 66 0.0 1.5 0.0 6.1 12.1 51.5 28.8
Others 115 0.9 3.5 1.7 2.6 10.4 45.2 35.7
1.21.71.9 3.8 13.9 46.0 31.4
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
Percentage of 10% higher than the Total
Level of Agreement - In-room safety box
There are 80.6% of the surveyed respondents who are satisfied with the in-room safety box of Hotel they stayed at compared to 10.1% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
49
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 2.4 4.1 3.6 9.4 12.7 36.9 30.9
BD 01: Gender
Male 231 2.2 3.0 3.9 10.4 11.7 39.4 29.4
Female 186 2.7 5.4 3.2 8.1 14.0 33.9 32.8
BD 02: Age Group
17 - 24 years old 115 1.7 6.1 4.3 8.7 7.8 36.5 34.8
25 - 29 years old 90 1.1 4.4 3.3 10.0 23.3 37.8 20.0
30 - 34 years old 81 7.4 2.5 4.9 8.6 8.6 33.3 34.6
35 years old and above 131 0.8 3.1 2.3 9.9 12.2 38.9 32.8
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 6.1 6.1 11.1 9.1 33.3 32.3
SEC B (IDR 2mill - 5 mill) 224 3.1 3.1 3.6 9.8 12.9 36.6 30.8
SEC A (IDR 5mill and above) 94 1.1 4.3 1.1 6.4 16.0 41.5 29.8
BD 04: Hotel Location
Jakarta 88 1.1 3.4 1.1 9.1 10.2 40.9 34.1
Bandung 48 4.2 0.0 2.1 6.3 16.7 45.8 25.0
Bali 51 0.0 3.9 5.9 11.8 5.9 35.3 37.3
Surabaya 49 4.1 4.1 8.2 0.0 8.2 36.7 38.8
Yogyakarta 66 0.0 4.5 3.0 18.2 15.2 28.8 30.3
Others 115 4.3 6.1 3.5 8.7 16.5 35.7 25.2
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
2.4 4.1 3.6 9.4 12.7 36.9 30.9
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Furnished room
There are 89.2% of the surveyed respondents who are satisfied with furnished room of Hotel they stayed at compared to 6.0% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
50
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.7 1.4 2.9 4.8 14.9 44.8 29.5
BD 01: Gender
Male 231 1.3 1.3 3.0 5.2 15.2 47.2 26.8
Female 186 2.2 1.6 2.7 4.3 14.5 41.9 32.8
BD 02: Age Group
17 - 24 years old 115 3.5 1.7 3.5 3.5 16.5 40.9 30.4
25 - 29 years old 90 1.1 1.1 3.3 4.4 20.0 48.9 21.1
30 - 34 years old 81 1.2 1.2 3.7 6.2 8.6 49.4 29.6
35 years old and above 131 0.8 1.5 1.5 5.3 13.7 42.7 34.4
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 3.0 1.0 6.1 3.0 17.2 48.5 21.2
SEC B (IDR 2mill - 5 mill) 224 1.3 1.3 1.3 5.4 15.2 43.8 31.7
SEC A (IDR 5mill and above) 94 1.1 2.1 3.2 5.3 11.7 43.6 33.0
BD 04: Hotel Location
Jakarta 88 2.3 1.1 2.3 5.7 12.5 48.9 27.3
Bandung 48 0.0 0.0 4.2 4.2 10.4 54.2 27.1
Bali 51 2.0 3.9 2.0 3.9 13.7 41.2 33.3
Surabaya 49 6.1 0.0 2.0 0.0 10.2 49.0 32.7
Yogyakarta 66 0.0 1.5 3.0 6.1 25.8 34.8 28.8
Others 115 0.9 1.7 3.5 6.1 14.8 43.5 29.6
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.71.42.9 4.8 14.9 44.8 29.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Internet connection / Wi-fi service
There are 89.7% of the surveyed respondents who are satisfied with internet connection cable / wifi of Hotel they stayed at compared to 7.0% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
51
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 2.6 2.2 2.2 3.4 8.9 29.0 51.8
BD 01: Gender
Male 231 1.7 2.6 1.7 2.2 9.1 27.3 55.4
Female 186 3.8 1.6 2.7 4.8 8.6 31.2 47.3
BD 02: Age Group
17 - 24 years old 115 3.5 4.3 1.7 2.6 8.7 33.0 46.1
25 - 29 years old 90 2.2 0.0 3.3 2.2 15.6 31.1 45.6
30 - 34 years old 81 2.5 2.5 3.7 3.7 7.4 23.5 56.8
35 years old and above 131 2.3 1.5 0.8 4.6 5.3 27.5 58.0
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 3.0 3.0 5.1 2.0 8.1 30.3 48.5
SEC B (IDR 2mill - 5 mill) 224 3.1 0.9 1.3 3.6 8.9 29.9 52.2
SEC A (IDR 5mill and above) 94 1.1 4.3 1.1 4.3 9.6 25.5 54.3
BD 04: Hotel Location
Jakarta 88 1.1 2.3 1.1 2.3 13.6 26.1 53.4
Bandung 48 0.0 0.0 0.0 6.3 8.3 35.4 50.0
Bali 51 3.9 5.9 0.0 0.0 7.8 35.3 47.1
Surabaya 49 6.1 0.0 2.0 0.0 6.1 22.4 63.3
Yogyakarta 66 0.0 0.0 4.5 3.0 12.1 31.8 48.5
Others 115 4.3 3.5 3.5 6.1 5.2 27.0 50.4
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
2.62.22.2 3.4 8.9 29.0 51.8
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Comfortable bed
There are 95.9% of the surveyed respondents who are satisfied with comfortable bed of Hotel they stayed at compared to 3.4% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
52
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.7 0.2 1.4 0.7 6.0 30.9 59.0
BD 01: Gender
Male 231 1.3 0.4 0.9 0.9 5.6 27.7 63.2
Female 186 2.2 0.0 2.2 0.5 6.5 34.9 53.8
BD 02: Age Group
17 - 24 years old 115 2.6 0.0 2.6 0.9 7.0 33.0 53.9
25 - 29 years old 90 1.1 0.0 1.1 1.1 11.1 27.8 57.8
30 - 34 years old 81 2.5 0.0 1.2 1.2 1.2 29.6 64.2
35 years old and above 131 0.8 0.8 0.8 0.0 4.6 32.1 61.1
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 4.0 0.0 0.0 1.0 7.1 32.3 55.6
SEC B (IDR 2mill - 5 mill) 224 1.3 0.4 0.9 0.9 6.7 28.6 61.2
SEC A (IDR 5mill and above) 94 0.0 0.0 4.3 0.0 3.2 35.1 57.4
BD 04: Hotel Location
Jakarta 88 1.1 0.0 1.1 0.0 5.7 35.2 56.8
Bandung 48 0.0 0.0 0.0 2.1 4.2 39.6 54.2
Bali 51 2.0 2.0 2.0 0.0 3.9 27.5 62.7
Surabaya 49 6.1 0.0 2.0 0.0 2.0 20.4 69.4
Yogyakarta 66 0.0 0.0 0.0 3.0 12.1 28.8 56.1
Others 115 1.7 0.0 2.6 0.0 6.1 31.3 58.3
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.70.21.40.7 6.0 30.9 59.0
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement – Comfortable and well-equipped bathroom
There are 93.3% of the surveyed respondents who are satisfied with safe & well-equipped bathroom of Hotel they stayed at compared to 4.8% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
53
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.7 0.7 2.4 1.9 8.4 33.3 51.6
BD 01: Gender
Male 231 1.3 0.9 3.0 1.7 7.4 35.1 50.6
Female 186 2.2 0.5 1.6 2.2 9.7 31.2 52.7
BD 02: Age Group
17 - 24 years old 115 3.5 0.0 1.7 2.6 13.0 27.0 52.2
25 - 29 years old 90 0.0 1.1 3.3 1.1 12.2 38.9 43.3
30 - 34 years old 81 2.5 1.2 4.9 1.2 2.5 30.9 56.8
35 years old and above 131 0.8 0.8 0.8 2.3 5.3 36.6 53.4
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 4.0 0.0 3.0 4.0 8.1 32.3 48.5
SEC B (IDR 2mill - 5 mill) 224 0.9 1.3 1.8 1.3 8.5 30.8 55.4
SEC A (IDR 5mill and above) 94 1.1 0.0 3.2 1.1 8.5 40.4 45.7
BD 04: Hotel Location
Jakarta 88 1.1 0.0 2.3 3.4 8.0 36.4 48.9
Bandung 48 0.0 0.0 2.1 0.0 10.4 35.4 52.1
Bali 51 2.0 3.9 0.0 3.9 7.8 35.3 47.1
Surabaya 49 6.1 0.0 2.0 0.0 2.0 22.4 67.3
Yogyakarta 66 0.0 0.0 1.5 3.0 9.1 39.4 47.0
Others 115 1.7 0.9 4.3 0.9 10.4 30.4 51.3
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.70.72.41.9 8.4 33.3 51.6
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Spacious Rooms
There are 93.0% of the surveyed respondents who are satisfied with spacious rooms of Hotel they stayed at compared to 4.8% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
54
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.9 1.0 1.9 2.2 8.4 38.8 45.8
BD 01: Gender
Male 231 1.3 0.9 2.6 2.2 6.9 37.7 48.5
Female 186 2.7 1.1 1.1 2.2 10.2 40.3 42.5
BD 02: Age Group
17 - 24 years old 115 1.7 2.6 1.7 3.5 12.2 37.4 40.9
25 - 29 years old 90 2.2 0.0 0.0 2.2 10.0 40.0 45.6
30 - 34 years old 81 2.5 0.0 3.7 2.5 1.2 43.2 46.9
35 years old and above 131 1.5 0.8 2.3 0.8 8.4 36.6 49.6
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 3.0 2.0 0.0 2.0 10.1 34.3 48.5
SEC B (IDR 2mill - 5 mill) 224 1.8 0.0 2.2 3.1 6.7 39.7 46.4
SEC A (IDR 5mill and above) 94 1.1 2.1 3.2 0.0 10.6 41.5 41.5
BD 04: Hotel Location
Jakarta 88 2.3 1.1 2.3 1.1 8.0 42.0 43.2
Bandung 48 0.0 0.0 0.0 4.2 10.4 41.7 43.8
Bali 51 2.0 2.0 3.9 2.0 9.8 39.2 41.2
Surabaya 49 6.1 2.0 2.0 0.0 4.1 30.6 55.1
Yogyakarta 66 0.0 0.0 0.0 1.5 10.6 42.4 45.5
Others 115 1.7 0.9 2.6 3.5 7.8 36.5 47.0
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.91.01.92.2 8.4 38.8 45.8
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Safe hotel room
There are 87.8% of the surveyed respondents who are satisfied with the safety of Hotel (the use of electric door) they stayed at compared to 7.7% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
55
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 2.6 2.9 2.2 4.6 12.5 36.5 38.8
BD 01: Gender
Male 231 1.7 3.9 1.3 4.8 13.9 35.9 38.5
Female 186 3.8 1.6 3.2 4.3 10.8 37.1 39.2
BD 02: Age Group
17 - 24 years old 115 3.5 5.2 3.5 7.8 13.9 27.8 38.3
25 - 29 years old 90 1.1 1.1 2.2 3.3 17.8 41.1 33.3
30 - 34 years old 81 4.9 3.7 2.5 2.5 8.6 39.5 38.3
35 years old and above 131 1.5 1.5 0.8 3.8 9.9 38.9 43.5
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 4.0 2.0 6.1 18.2 34.3 33.3
SEC B (IDR 2mill - 5 mill) 224 3.1 1.3 1.8 4.9 12.1 36.6 40.2
SEC A (IDR 5mill and above) 94 2.1 5.3 3.2 2.1 7.4 38.3 41.5
BD 04: Hotel Location
Jakarta 88 1.1 5.7 1.1 0.0 11.4 39.8 40.9
Bandung 48 2.1 2.1 0.0 8.3 8.3 41.7 37.5
Bali 51 3.9 0.0 2.0 3.9 19.6 39.2 31.4
Surabaya 49 6.1 0.0 2.0 2.0 4.1 32.7 53.1
Yogyakarta 66 0.0 1.5 1.5 9.1 16.7 34.8 36.4
Others 115 3.5 4.3 4.3 5.2 13.0 33.0 36.5
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
2.6 2.92.2 4.6 12.5 36.5 38.8
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
E. Detail findings
1. Respondents’ Hotel Stay Experience
2. Respondents’ Purchase Motive / Importance Level
3. Respondents’ Satisfaction toward Hotel Services Quality
3.1 Hospitality
3.2 Accommodation
3.3 Food and Beverage
3.4 Supplementary Services & Entertainment
3.5 Hotel Appearance
3.6 Pricing and Payment Mode
3.7 Value Added Services
4. Overall Customer Satisfaction and Loyalty Effect
56
Level of Agreement - Fresh food
There are 90.6% of the surveyed respondents who are satisfied with the food of Hotel they stayed at compared to 5.3% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
57
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.7 1.4 2.2 4.1 6.7 35.3 48.7
BD 01: Gender
Male 231 1.3 0.9 1.7 4.3 5.2 35.9 50.6
Female 186 2.2 2.2 2.7 3.8 8.6 34.4 46.2
BD 02: Age Group
17 - 24 years old 115 3.5 1.7 2.6 5.2 6.1 31.3 49.6
25 - 29 years old 90 1.1 2.2 1.1 3.3 3.3 44.4 44.4
30 - 34 years old 81 0.0 0.0 4.9 6.2 12.3 30.9 45.7
35 years old and above 131 1.5 1.5 0.8 2.3 6.1 35.1 52.7
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 4.0 1.0 2.0 7.1 5.1 32.3 48.5
SEC B (IDR 2mill - 5 mill) 224 1.3 1.8 2.2 3.1 7.6 37.1 46.9
SEC A (IDR 5mill and above) 94 0.0 1.1 2.1 3.2 6.4 34.0 53.2
BD 04: Hotel Location
Jakarta 88 0.0 1.1 0.0 4.5 4.5 34.1 55.7
Bandung 48 0.0 0.0 4.2 2.1 10.4 41.7 41.7
Bali 51 3.9 2.0 2.0 5.9 3.9 35.3 47.1
Surabaya 49 6.1 2.0 0.0 4.1 2.0 28.6 57.1
Yogyakarta 66 0.0 0.0 1.5 1.5 9.1 36.4 51.5
Others 115 1.7 2.6 4.3 5.2 8.7 35.7 41.7
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.71.42.2 4.1 6.7 35.3 48.7
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Hygienic food
There are 94.0% of the surveyed respondents who are satisfied with the hygienic food of Hotel they stayed at compared to 3.4% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
58
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.4 1.0 1.0 2.6 5.8 34.8 53.5
BD 01: Gender
Male 231 0.9 0.9 1.7 1.7 5.6 33.8 55.4
Female 186 2.2 1.1 0.0 3.8 5.9 36.0 51.1
BD 02: Age Group
17 - 24 years old 115 2.6 0.9 1.7 4.3 7.0 31.3 52.2
25 - 29 years old 90 2.2 1.1 0.0 3.3 5.6 40.0 47.8
30 - 34 years old 81 0.0 0.0 2.5 2.5 6.2 38.3 50.6
35 years old and above 131 0.8 1.5 0.0 0.8 4.6 32.1 60.3
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 3.0 2.0 1.0 3.0 5.1 31.3 54.5
SEC B (IDR 2mill - 5 mill) 224 1.3 0.4 1.3 2.7 6.7 36.2 51.3
SEC A (IDR 5mill and above) 94 0.0 1.1 0.0 2.1 4.3 35.1 57.4
BD 04: Hotel Location
Jakarta 88 0.0 1.1 0.0 2.3 5.7 33.0 58.0
Bandung 48 0.0 0.0 0.0 0.0 2.1 50.0 47.9
Bali 51 2.0 3.9 2.0 5.9 3.9 31.4 51.0
Surabaya 49 6.1 0.0 0.0 0.0 8.2 26.5 59.2
Yogyakarta 66 0.0 0.0 0.0 0.0 7.6 34.8 57.6
Others 115 1.7 0.9 2.6 5.2 6.1 34.8 48.7
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.41.01.02.6 5.8 34.8 53.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - A variety of food served
There are 90.9% of the surveyed respondents who are satisfied with comfortable bed of Hotel they stayed at compared to 7.0% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
59
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.4 2.2 3.4 2.2 14.1 36.2 40.5
BD 01: Gender
Male 231 1.3 2.2 3.9 2.6 15.2 35.1 39.8
Female 186 1.6 2.2 2.7 1.6 12.9 37.6 41.4
BD 02: Age Group
17 - 24 years old 115 4.3 2.6 2.6 3.5 20.0 27.8 39.1
25 - 29 years old 90 0.0 3.3 3.3 2.2 16.7 50.0 24.4
30 - 34 years old 81 0.0 1.2 4.9 2.5 11.1 35.8 44.4
35 years old and above 131 0.8 1.5 3.1 0.8 9.2 34.4 50.4
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 3.0 5.1 4.0 1.0 13.1 32.3 41.4
SEC B (IDR 2mill - 5 mill) 224 0.9 1.3 4.0 2.7 14.3 37.9 38.8
SEC A (IDR 5mill and above) 94 1.1 1.1 1.1 2.1 14.9 36.2 43.6
BD 04: Hotel Location
Jakarta 88 1.1 2.3 0.0 2.3 13.6 35.2 45.5
Bandung 48 0.0 0.0 4.2 2.1 14.6 47.9 31.3
Bali 51 0.0 3.9 7.8 2.0 7.8 45.1 33.3
Surabaya 49 6.1 0.0 0.0 2.0 6.1 38.8 46.9
Yogyakarta 66 0.0 1.5 3.0 1.5 19.7 27.3 47.0
Others 115 1.7 3.5 5.2 2.6 17.4 32.2 37.4
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.42.2 3.4 2.2 14.1 36.2 40.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement – Access to Lounge/bar
There are 86.6% of the surveyed respondents who are satisfied with lounge/bar/pub access of Hotel they stayed at compared to 6.0% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
60
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.9 1.7 2.4 7.4 14.4 41.5 30.7
BD 01: Gender
Male 231 1.7 0.4 3.0 7.4 17.7 43.3 26.4
Female 186 2.2 3.2 1.6 7.5 10.2 39.2 36.0
BD 02: Age Group
17 - 24 years old 115 2.6 2.6 1.7 10.4 14.8 33.9 33.9
25 - 29 years old 90 2.2 3.3 2.2 3.3 23.3 46.7 18.9
30 - 34 years old 81 2.5 0.0 3.7 4.9 12.3 43.2 33.3
35 years old and above 131 0.8 0.8 2.3 9.2 9.2 43.5 34.4
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 3.0 2.0 2.0 9.1 17.2 41.4 25.3
SEC B (IDR 2mill - 5 mill) 224 2.2 1.8 2.7 8.0 13.4 41.1 30.8
SEC A (IDR 5mill and above) 94 0.0 1.1 2.1 4.3 13.8 42.6 36.2
BD 04: Hotel Location
Jakarta 88 0.0 0.0 0.0 6.8 14.8 40.9 37.5
Bandung 48 0.0 0.0 6.3 4.2 16.7 50.0 22.9
Bali 51 3.9 3.9 2.0 3.9 13.7 45.1 27.5
Surabaya 49 6.1 0.0 0.0 4.1 6.1 49.0 34.7
Yogyakarta 66 0.0 1.5 0.0 15.2 18.2 24.2 40.9
Others 115 2.6 3.5 5.2 7.8 14.8 43.5 22.6
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.91.72.4 7.4 14.4 41.5 30.7
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Food promotion
There are 81.5% of the surveyed respondents who are satisfied with food promotion of Hotel they stayed at compared to 9.8% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
61
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.7 4.1 4.1 8.6 16.5 36.5 28.5
BD 01: Gender
Male 231 1.3 4.8 4.8 9.1 17.7 35.5 26.8
Female 186 2.2 3.2 3.2 8.1 15.1 37.6 30.6
BD 02: Age Group
17 - 24 years old 115 0.9 5.2 5.2 9.6 16.5 29.6 33.0
25 - 29 years old 90 1.1 5.6 3.3 10.0 17.8 38.9 23.3
30 - 34 years old 81 3.7 3.7 3.7 8.6 17.3 38.3 24.7
35 years old and above 131 1.5 2.3 3.8 6.9 15.3 39.7 30.5
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 6.1 6.1 7.1 16.2 33.3 29.3
SEC B (IDR 2mill - 5 mill) 224 1.8 4.5 4.0 8.9 16.5 37.9 26.3
SEC A (IDR 5mill and above) 94 1.1 1.1 2.1 9.6 17.0 36.2 33.0
BD 04: Hotel Location
Jakarta 88 1.1 2.3 0.0 11.4 17.0 34.1 34.1
Bandung 48 2.1 2.1 4.2 8.3 18.8 35.4 29.2
Bali 51 3.9 5.9 11.8 2.0 9.8 43.1 23.5
Surabaya 49 4.1 6.1 2.0 2.0 16.3 40.8 28.6
Yogyakarta 66 0.0 1.5 3.0 12.1 16.7 33.3 33.3
Others 115 0.9 6.1 5.2 10.4 18.3 35.7 23.5
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.7 4.1 4.1 8.6 16.5 36.5 28.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
E. Detail findings
1. Respondents’ Hotel Stay Experience
2. Respondents’ Purchase Motive / Importance Level
3. Respondents’ Satisfaction toward Hotel Services Quality
3.1 Hospitality
3.2 Accommodation
3.3 Food and Beverage
3.4 Supplementary Services & Entertainment
3.5 Hotel Appearance
3.6 Pricing and Payment Mode
3.7 Value Added Services
4. Overall Customer Satisfaction and Loyalty Effect
62
Level of Agreement - Availability of personal care amenities
There are 70.3% of the surveyed respondents who are satisfied with the availability of personal care amenities (spa, facial treatment, salon) of Hotelthey stayed at compared to 12.7% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
63
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 2.4 5.3 5.0 17.0 22.8 36.0 11.5
BD 01: Gender
Male 231 2.2 4.3 6.1 20.8 24.2 32.9 9.5
Female 186 2.7 6.5 3.8 12.4 21.0 39.8 14.0
BD 02: Age Group
17 - 24 years old 115 5.2 6.1 7.8 13.9 26.1 31.3 9.6
25 - 29 years old 90 2.2 6.7 5.6 18.9 23.3 30.0 13.3
30 - 34 years old 81 1.2 6.2 6.2 12.3 23.5 38.3 12.3
35 years old and above 131 0.8 3.1 1.5 21.4 19.1 42.7 11.5
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 3.0 13.1 19.2 20.2 34.3 8.1
SEC B (IDR 2mill - 5 mill) 224 2.7 5.4 2.7 17.9 22.3 37.1 12.1
SEC A (IDR 5mill and above) 94 2.1 7.4 2.1 12.8 26.6 35.1 13.8
BD 04: Hotel Location
Jakarta 88 1.1 3.4 1.1 13.6 31.8 35.2 13.6
Bandung 48 2.1 6.3 4.2 10.4 20.8 45.8 10.4
Bali 51 5.9 3.9 3.9 9.8 15.7 43.1 17.6
Surabaya 49 0.0 4.1 2.0 20.4 20.4 40.8 12.2
Yogyakarta 66 1.5 4.5 4.5 22.7 22.7 33.3 10.6
Others 115 3.5 7.8 10.4 20.9 20.9 28.7 7.8
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
2.4 5.3 5.0 17.0 22.8 36.0 11.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Laundry service
There are 83.7% of the surveyed respondents who are satisfied with efficient laundry service of Hotel they stayed at compared to 5.5% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
64
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.0 2.4 2.2 10.8 19.4 45.6 18.7
BD 01: Gender
Male 231 0.9 2.2 3.0 10.4 21.2 44.6 17.7
Female 186 1.1 2.7 1.1 11.3 17.2 46.8 19.9
BD 02: Age Group
17 - 24 years old 115 1.7 5.2 3.5 11.3 25.2 36.5 16.5
25 - 29 years old 90 2.2 2.2 2.2 10.0 21.1 46.7 15.6
30 - 34 years old 81 0.0 0.0 2.5 9.9 16.0 55.6 16.0
35 years old and above 131 0.0 1.5 0.8 11.5 15.3 46.6 24.4
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 3.0 5.1 9.1 24.2 42.4 14.1
SEC B (IDR 2mill - 5 mill) 224 0.9 0.9 1.8 12.1 18.3 46.9 19.2
SEC A (IDR 5mill and above) 94 0.0 5.3 0.0 9.6 17.0 45.7 22.3
BD 04: Hotel Location
Jakarta 88 0.0 2.3 2.3 6.8 21.6 44.3 22.7
Bandung 48 0.0 0.0 2.1 14.6 10.4 56.3 16.7
Bali 51 2.0 5.9 2.0 7.8 23.5 39.2 19.6
Surabaya 49 2.0 0.0 0.0 4.1 20.4 55.1 18.4
Yogyakarta 66 0.0 1.5 3.0 16.7 13.6 42.4 22.7
Others 115 1.7 3.5 2.6 13.0 22.6 42.6 13.9
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.02.42.2 10.8 19.4 45.6 18.7
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Frequent and on time Linen change service
There are 91.1% of the surveyed respondents who are satisfied with frequent and on time Linen change service (at no charge) of Hotel they stayed at compared to 3.6% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
65
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.0 1.4 1.2 5.3 12.2 41.7 37.2
BD 01: Gender
Male 231 0.9 1.3 0.9 4.8 13.4 41.1 37.7
Female 186 1.1 1.6 1.6 5.9 10.8 42.5 36.6
BD 02: Age Group
17 - 24 years old 115 1.7 2.6 2.6 7.0 15.7 35.7 34.8
25 - 29 years old 90 2.2 1.1 1.1 5.6 11.1 50.0 28.9
30 - 34 years old 81 0.0 0.0 0.0 6.2 11.1 45.7 37.0
35 years old and above 131 0.0 1.5 0.8 3.1 10.7 38.9 45.0
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 1.0 3.0 6.1 13.1 48.5 26.3
SEC B (IDR 2mill - 5 mill) 224 0.9 0.4 0.9 5.4 12.1 41.5 38.8
SEC A (IDR 5mill and above) 94 0.0 4.3 0.0 4.3 11.7 35.1 44.7
BD 04: Hotel Location
Jakarta 88 0.0 2.3 0.0 6.8 9.1 40.9 40.9
Bandung 48 0.0 0.0 0.0 2.1 12.5 47.9 37.5
Bali 51 2.0 2.0 5.9 2.0 9.8 39.2 39.2
Surabaya 49 2.0 0.0 0.0 4.1 10.2 40.8 42.9
Yogyakarta 66 0.0 1.5 3.0 9.1 10.6 34.8 40.9
Others 115 1.7 1.7 0.0 5.2 17.4 45.2 28.7
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.01.41.2 5.3 12.2 41.7 37.2
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Free Newspaper
There are 83.2% of the surveyed respondents who are satisfied with free newspaper of Hotel they stayed at compared to 9.1% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
66
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.7 3.6 3.8 7.7 13.9 39.3 30.0
BD 01: Gender
Male 231 2.2 4.3 3.0 7.8 13.4 37.7 31.6
Female 186 1.1 2.7 4.8 7.5 14.5 41.4 28.0
BD 02: Age Group
17 - 24 years old 115 2.6 3.5 5.2 9.6 15.7 33.0 30.4
25 - 29 years old 90 3.3 4.4 4.4 7.8 15.6 42.2 22.2
30 - 34 years old 81 1.2 3.7 3.7 8.6 12.3 42.0 28.4
35 years old and above 131 0.0 3.1 2.3 5.3 12.2 41.2 35.9
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 4.0 7.1 10.1 14.1 35.4 27.3
SEC B (IDR 2mill - 5 mill) 224 1.3 3.1 3.1 7.6 12.5 43.3 29.0
SEC A (IDR 5mill and above) 94 2.1 4.3 2.1 5.3 17.0 34.0 35.1
BD 04: Hotel Location
Jakarta 88 2.3 3.4 2.3 6.8 11.4 38.6 35.2
Bandung 48 0.0 2.1 6.3 6.3 16.7 35.4 33.3
Bali 51 2.0 7.8 5.9 5.9 13.7 39.2 25.5
Surabaya 49 2.0 0.0 2.0 2.0 10.2 51.0 32.7
Yogyakarta 66 0.0 3.0 6.1 15.2 13.6 34.8 27.3
Others 115 2.6 4.3 2.6 7.8 16.5 39.1 27.0
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.7 3.6 3.8 7.7 13.9 39.3 30.0
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Convenient airport coach
There are 79.4% of the surveyed respondents who are satisfied with economical and convenient airport coach of Hotel they stayed at compared to 8.4% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
67
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.0 4.1 3.4 12.2 13.2 41.2 24.9
BD 01: Gender
Male 231 1.3 3.9 4.3 8.2 14.3 41.6 26.4
Female 186 0.5 4.3 2.2 17.2 11.8 40.9 23.1
BD 02: Age Group
17 - 24 years old 115 0.9 6.1 5.2 13.0 12.2 42.6 20.0
25 - 29 years old 90 2.2 4.4 1.1 14.4 17.8 42.2 17.8
30 - 34 years old 81 1.2 3.7 7.4 12.3 9.9 38.3 27.2
35 years old and above 131 0.0 2.3 0.8 9.9 13.0 41.2 32.8
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 3.0 5.1 16.2 13.1 41.4 19.2
SEC B (IDR 2mill - 5 mill) 224 0.4 4.0 3.1 11.6 12.5 41.5 26.8
SEC A (IDR 5mill and above) 94 1.1 5.3 2.1 9.6 14.9 40.4 26.6
BD 04: Hotel Location
Jakarta 88 2.3 3.4 3.4 8.0 12.5 42.0 28.4
Bandung 48 0.0 0.0 4.2 8.3 16.7 41.7 29.2
Bali 51 0.0 3.9 5.9 5.9 13.7 37.3 33.3
Surabaya 49 2.0 0.0 2.0 10.2 10.2 51.0 24.5
Yogyakarta 66 0.0 1.5 1.5 21.2 16.7 37.9 21.2
Others 115 0.9 9.6 3.5 15.7 11.3 40.0 19.1
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.04.1 3.4 12.2 13.2 41.2 24.9
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Travel guides and brochures
There are 82.0% of the surveyed respondents who are satisfied with the travel guides and brochures of Hotel they stayed at compared to 8.9% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
68
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.7 3.8 3.4 9.1 19.2 41.2 21.6
BD 01: Gender
Male 231 2.2 3.9 3.9 7.8 20.8 39.8 21.6
Female 186 1.1 3.8 2.7 10.8 17.2 43.0 21.5
BD 02: Age Group
17 - 24 years old 115 0.9 5.2 3.5 9.6 20.0 40.9 20.0
25 - 29 years old 90 3.3 4.4 4.4 7.8 17.8 44.4 17.8
30 - 34 years old 81 3.7 2.5 4.9 9.9 23.5 34.6 21.0
35 years old and above 131 0.0 3.1 1.5 9.2 16.8 43.5 26.0
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 3.0 6.1 11.1 18.2 40.4 19.2
SEC B (IDR 2mill - 5 mill) 224 1.8 4.0 2.2 8.0 21.4 40.6 21.9
SEC A (IDR 5mill and above) 94 1.1 4.3 3.2 9.6 14.9 43.6 23.4
BD 04: Hotel Location
Jakarta 88 2.3 2.3 4.5 9.1 14.8 46.6 20.5
Bandung 48 0.0 6.3 0.0 6.3 18.8 43.8 25.0
Bali 51 2.0 5.9 5.9 2.0 17.6 41.2 25.5
Surabaya 49 0.0 2.0 2.0 10.2 20.4 34.7 30.6
Yogyakarta 66 0.0 3.0 3.0 9.1 24.2 36.4 24.2
Others 115 3.5 4.3 3.5 13.0 20.0 41.7 13.9
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.7 3.8 3.4 9.1 19.2 41.2 21.6
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - 24 hours taxi service
There are 83.2% of the surveyed respondents who are satisfied with the 24 hours taxi service of Hotel they stayed at compared to 7.4% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
69
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.4 3.6 2.4 9.4 12.5 40.8 30.0
BD 01: Gender
Male 231 1.3 3.9 2.2 10.0 13.9 39.4 29.4
Female 186 1.6 3.2 2.7 8.6 10.8 42.5 30.6
BD 02: Age Group
17 - 24 years old 115 2.6 6.1 3.5 7.8 15.7 36.5 27.8
25 - 29 years old 90 2.2 4.4 2.2 11.1 11.1 45.6 23.3
30 - 34 years old 81 0.0 3.7 3.7 12.3 11.1 37.0 32.1
35 years old and above 131 0.8 0.8 0.8 7.6 11.5 43.5 35.1
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 1.0 6.1 4.0 12.1 14.1 33.3 29.3
SEC B (IDR 2mill - 5 mill) 224 1.3 3.6 1.8 8.9 11.2 43.8 29.5
SEC A (IDR 5mill and above) 94 2.1 1.1 2.1 7.4 13.8 41.5 31.9
BD 04: Hotel Location
Jakarta 88 1.1 1.1 2.3 6.8 8.0 44.3 36.4
Bandung 48 0.0 2.1 2.1 10.4 20.8 39.6 25.0
Bali 51 5.9 3.9 3.9 2.0 15.7 33.3 35.3
Surabaya 49 0.0 2.0 0.0 4.1 10.2 51.0 32.7
Yogyakarta 66 0.0 4.5 1.5 10.6 15.2 37.9 30.3
Others 115 1.7 6.1 3.5 15.7 10.4 39.1 23.5
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.43.6 2.4 9.4 12.5 40.8 30.0
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Recreational facilities (swimming pool, gym, park, etc)
There are 76.3% of the surveyed respondents who are satisfied with recreational facilities of Hotel they stayed at compared to 12.7% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
70
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 2.2 7.7 2.9 11.0 20.4 38.4 17.5
BD 01: Gender
Male 231 3.5 6.5 3.5 13.9 20.3 36.4 16.0
Female 186 0.5 9.1 2.2 7.5 20.4 40.9 19.4
BD 02: Age Group
17 - 24 years old 115 0.9 9.6 1.7 11.3 20.0 33.0 23.5
25 - 29 years old 90 5.6 10.0 5.6 13.3 23.3 27.8 14.4
30 - 34 years old 81 2.5 4.9 4.9 11.1 17.3 39.5 19.8
35 years old and above 131 0.8 6.1 0.8 9.2 20.6 49.6 13.0
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 11.1 5.1 18.2 20.2 29.3 14.1
SEC B (IDR 2mill - 5 mill) 224 2.2 7.1 2.2 10.3 19.2 41.5 17.4
SEC A (IDR 5mill and above) 94 2.1 5.3 2.1 5.3 23.4 40.4 21.3
BD 04: Hotel Location
Jakarta 88 1.1 5.7 1.1 11.4 22.7 38.6 19.3
Bandung 48 4.2 8.3 4.2 6.3 22.9 31.3 22.9
Bali 51 2.0 7.8 2.0 5.9 15.7 47.1 19.6
Surabaya 49 0.0 8.2 0.0 6.1 18.4 44.9 22.4
Yogyakarta 66 1.5 7.6 1.5 13.6 21.2 43.9 10.6
Others 115 3.5 8.7 6.1 15.7 20.0 31.3 14.8
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
2.2 7.7 2.9 11.0 20.4 38.4 17.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Availability and access to entertainment facilities
There are 89.4% of the surveyed respondents who are satisfied with easy access to entertainment facilities of Hotel they stayed at compared to 4.3% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
71
nStrongly Disagree Disagree
Somewhat
Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.7 1.4 1.2 6.2 13.7 40.8 35.0
BD 01: Gender
Male 231 1.7 0.9 1.3 7.4 13.4 42.4 32.9
Female 186 1.6 2.2 1.1 4.8 14.0 38.7 37.6
BD 02: Age Group
17 - 24 years old 115 1.7 2.6 1.7 8.7 15.7 41.7 27.8
25 - 29 years old 90 3.3 1.1 2.2 7.8 13.3 36.7 35.6
30 - 34 years old 81 2.5 0.0 0.0 3.7 16.0 37.0 40.7
35 years old and above 131 0.0 1.5 0.8 4.6 10.7 45.0 37.4
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 1.0 1.0 10.1 15.2 39.4 31.3
SEC B (IDR 2mill - 5 mill) 224 1.3 0.9 0.9 5.8 12.5 45.1 33.5
SEC A (IDR 5mill and above) 94 2.1 3.2 2.1 3.2 14.9 31.9 42.6
BD 04: Hotel Location
Jakarta 88 1.1 2.3 1.1 5.7 8.0 51.1 30.7
Bandung 48 2.1 0.0 0.0 4.2 22.9 39.6 31.3
Bali 51 2.0 2.0 2.0 7.8 13.7 29.4 43.1
Surabaya 49 2.0 0.0 0.0 4.1 8.2 44.9 40.8
Yogyakarta 66 0.0 1.5 1.5 7.6 16.7 34.8 37.9
Others 115 2.6 1.7 1.7 7.0 14.8 40.0 32.2
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.71.41.2 6.2 13.7 40.8 35.0
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
E. Detail findings
1. Respondents’ Hotel Stay Experience
2. Respondents’ Purchase Motive / Importance Level
3. Respondents’ Satisfaction toward Hotel Services Quality
3.1 Hospitality
3.2 Accommodation
3.3 Food and Beverage
3.4 Supplementary Services & Entertainment
3.5 Hotel Appearance
3.6 Pricing and Payment Mode
3.7 Value Added Services
4. Overall Customer Satisfaction and Loyalty Effect
72
Level of Agreement – Attractive physical appearance of hotel
There are 93.8% of the surveyed respondents who are satisfied with pleasing physical appearance of Hotel they stayed at compared to 3.1% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
73
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.0 0.7 1.4 3.1 15.3 47.7 30.7
BD 01: Gender
Male 231 1.3 0.9 1.7 2.6 15.2 47.2 31.2
Female 186 0.5 0.5 1.1 3.8 15.6 48.4 30.1
BD 02: Age Group
17 - 24 years old 115 2.6 0.9 0.9 5.2 17.4 44.3 28.7
25 - 29 years old 90 1.1 0.0 1.1 2.2 18.9 48.9 27.8
30 - 34 years old 81 0.0 0.0 2.5 0.0 12.3 55.6 29.6
35 years old and above 131 0.0 1.5 1.5 3.8 13.0 45.0 35.1
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 3.0 0.0 3.0 3.0 14.1 53.5 23.2
SEC B (IDR 2mill - 5 mill) 224 0.4 0.9 0.9 3.6 15.6 45.1 33.5
SEC A (IDR 5mill and above) 94 0.0 1.1 1.1 2.1 16.0 47.9 31.9
BD 04: Hotel Location
Jakarta 88 0.0 1.1 1.1 2.3 15.9 48.9 30.7
Bandung 48 2.1 0.0 0.0 2.1 16.7 41.7 37.5
Bali 51 2.0 2.0 0.0 2.0 7.8 47.1 39.2
Surabaya 49 2.0 0.0 0.0 4.1 14.3 51.0 28.6
Yogyakarta 66 0.0 0.0 0.0 1.5 21.2 42.4 34.8
Others 115 0.9 0.9 4.3 5.2 14.8 51.3 22.6
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.00.71.43.1 15.3 47.7 30.7
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement – Nice interior & exterior decor
There are 92.8% of the surveyed respondents who are satisfied with stylish interior & exterior decor of Hotel they stayed at compared to 3.1% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
74
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.2 1.0 1.9 4.1 15.8 43.4 33.6
BD 01: Gender
Male 231 0.4 0.9 2.2 3.5 15.2 43.3 34.6
Female 186 0.0 1.1 1.6 4.8 16.7 43.5 32.3
BD 02: Age Group
17 - 24 years old 115 0.9 1.7 3.5 5.2 17.4 42.6 28.7
25 - 29 years old 90 0.0 1.1 1.1 4.4 25.6 36.7 31.1
30 - 34 years old 81 0.0 0.0 1.2 2.5 9.9 45.7 40.7
35 years old and above 131 0.0 0.8 1.5 3.8 11.5 47.3 35.1
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 1.0 1.0 4.0 3.0 19.2 41.4 30.3
SEC B (IDR 2mill - 5 mill) 224 0.0 0.9 1.3 4.0 16.5 43.3 33.9
SEC A (IDR 5mill and above) 94 0.0 1.1 1.1 5.3 10.6 45.7 36.2
BD 04: Hotel Location
Jakarta 88 0.0 1.1 0.0 3.4 12.5 47.7 35.2
Bandung 48 0.0 2.1 0.0 6.3 14.6 41.7 35.4
Bali 51 0.0 2.0 2.0 2.0 17.6 41.2 35.3
Surabaya 49 2.0 0.0 0.0 0.0 14.3 46.9 36.7
Yogyakarta 66 0.0 0.0 1.5 0.0 19.7 43.9 34.8
Others 115 0.0 0.9 5.2 8.7 16.5 40.0 28.7
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.21.01.9 4.1 15.8 43.4 33.6
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement – Eye-catching hotel view
There are 85.6% of the surveyed respondents who are satisfied with spectacular view of Hotel they stayed at compared to 7.2% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
75
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.5 4.3 2.4 7.2 16.1 34.8 34.8
BD 01: Gender
Male 231 0.9 3.0 2.2 7.4 14.3 35.5 36.8
Female 186 0.0 5.9 2.7 7.0 18.3 33.9 32.3
BD 02: Age Group
17 - 24 years old 115 0.0 6.1 4.3 7.0 13.0 38.3 31.3
25 - 29 years old 90 0.0 5.6 2.2 5.6 21.1 27.8 37.8
30 - 34 years old 81 1.2 1.2 2.5 8.6 19.8 32.1 34.6
35 years old and above 131 0.8 3.8 0.8 7.6 13.0 38.2 35.9
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 0.0 3.0 5.1 6.1 19.2 32.3 34.3
SEC B (IDR 2mill - 5 mill) 224 0.4 4.5 1.8 7.1 14.3 38.4 33.5
SEC A (IDR 5mill and above) 94 1.1 5.3 1.1 8.5 17.0 28.7 38.3
BD 04: Hotel Location
Jakarta 88 1.1 4.5 0.0 6.8 13.6 37.5 36.4
Bandung 48 0.0 2.1 2.1 12.5 12.5 37.5 33.3
Bali 51 0.0 3.9 3.9 5.9 19.6 25.5 41.2
Surabaya 49 0.0 4.1 0.0 6.1 12.2 44.9 32.7
Yogyakarta 66 0.0 6.1 1.5 4.5 21.2 24.2 42.4
Others 115 0.9 4.3 5.2 7.8 16.5 37.4 27.8
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.54.3 2.4 7.2 16.1 34.8 34.8
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Convenient & accessible location
There are 95.2% of the surveyed respondents who are satisfied with convenient & accessible location of Hotel they stayed at compared to 1.4% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
76
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.7 0.2 0.5 3.4 11.5 38.6 45.1
BD 01: Gender
Male 231 0.9 0.4 0.4 3.5 11.3 37.2 46.3
Female 186 0.5 0.0 0.5 3.2 11.8 40.3 43.5
BD 02: Age Group
17 - 24 years old 115 2.6 0.0 0.9 5.2 13.0 38.3 40.0
25 - 29 years old 90 0.0 0.0 0.0 3.3 12.2 43.3 41.1
30 - 34 years old 81 0.0 0.0 0.0 4.9 13.6 28.4 53.1
35 years old and above 131 0.0 0.8 0.8 0.8 8.4 42.0 47.3
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 0.0 0.0 4.0 12.1 42.4 39.4
SEC B (IDR 2mill - 5 mill) 224 0.4 0.0 0.4 3.6 11.2 38.4 46.0
SEC A (IDR 5mill and above) 94 0.0 1.1 1.1 2.1 11.7 35.1 48.9
BD 04: Hotel Location
Jakarta 88 0.0 1.1 1.1 1.1 11.4 36.4 48.9
Bandung 48 0.0 0.0 0.0 6.3 4.2 54.2 35.4
Bali 51 0.0 0.0 2.0 3.9 13.7 35.3 45.1
Surabaya 49 2.0 0.0 0.0 2.0 8.2 34.7 53.1
Yogyakarta 66 0.0 0.0 0.0 0.0 16.7 33.3 50.0
Others 115 1.7 0.0 0.0 6.1 12.2 40.0 40.0
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.70.20.53.4 11.5 38.6 45.1
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Convenient parking lot
There are 92.1% of the surveyed respondents who are satisfied with convenient parking of Hotel they stayed at compared to 3.4% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
77
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.7 1.2 1.4 4.6 11.8 38.1 42.2
BD 01: Gender
Male 231 0.9 2.2 1.3 4.8 9.5 37.7 43.7
Female 186 0.5 0.0 1.6 4.3 14.5 38.7 40.3
BD 02: Age Group
17 - 24 years old 115 2.6 0.9 0.0 6.1 11.3 37.4 41.7
25 - 29 years old 90 0.0 2.2 1.1 4.4 14.4 41.1 36.7
30 - 34 years old 81 0.0 1.2 1.2 3.7 13.6 32.1 48.1
35 years old and above 131 0.0 0.8 3.1 3.8 9.2 40.5 42.7
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 0.0 1.0 5.1 12.1 45.5 34.3
SEC B (IDR 2mill - 5 mill) 224 0.4 1.3 1.8 4.5 11.2 36.2 44.6
SEC A (IDR 5mill and above) 94 0.0 2.1 1.1 4.3 12.8 35.1 44.7
BD 04: Hotel Location
Jakarta 88 0.0 2.3 2.3 4.5 11.4 37.5 42.0
Bandung 48 0.0 0.0 0.0 4.2 14.6 39.6 41.7
Bali 51 0.0 2.0 0.0 7.8 7.8 47.1 35.3
Surabaya 49 2.0 0.0 0.0 4.1 6.1 34.7 53.1
Yogyakarta 66 0.0 0.0 3.0 1.5 15.2 31.8 48.5
Others 115 1.7 1.7 1.7 5.2 13.0 39.1 37.4
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.71.21.4 4.6 11.8 38.1 42.2
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
E. Detail findings
1. Respondents’ Hotel Stay Experience
2. Respondents’ Purchase Motive / Importance Level
3. Respondents’ Satisfaction toward Hotel Services Quality
3.1 Hospitality
3.2 Accommodation
3.3 Food and Beverage
3.4 Supplementary Services & Entertainment
3.5 Hotel Appearance
3.6 Pricing and Payment Mode
3.7 Value Added Services
4. Overall Customer Satisfaction and Loyalty Effect
78
Level of Agreement - Reasonable Hotel room price
There are 92.3% of the surveyed respondents who are satisfied with reasonable price of Hotel they stayed at compared to 3.1% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
79
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.2 0.7 2.2 4.6 13.4 40.0 38.8
BD 01: Gender
Male 231 0.0 0.9 2.2 4.3 12.6 39.4 40.7
Female 186 0.5 0.5 2.2 4.8 14.5 40.9 36.6
BD 02: Age Group
17 - 24 years old 115 0.9 1.7 2.6 6.1 13.0 35.7 40.0
25 - 29 years old 90 0.0 0.0 2.2 4.4 15.6 36.7 41.1
30 - 34 years old 81 0.0 0.0 1.2 4.9 16.0 45.7 32.1
35 years old and above 131 0.0 0.8 2.3 3.1 10.7 42.7 40.5
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 1.0 1.0 3.0 7.1 9.1 34.3 44.4
SEC B (IDR 2mill - 5 mill) 224 0.0 0.9 1.8 4.0 13.8 40.6 38.8
SEC A (IDR 5mill and above) 94 0.0 0.0 2.1 3.2 17.0 44.7 33.0
BD 04: Hotel Location
Jakarta 88 0.0 1.1 2.3 3.4 15.9 43.2 34.1
Bandung 48 0.0 0.0 0.0 6.3 14.6 43.8 35.4
Bali 51 2.0 0.0 3.9 2.0 13.7 41.2 37.3
Surabaya 49 0.0 4.1 0.0 2.0 12.2 34.7 46.9
Yogyakarta 66 0.0 0.0 0.0 10.6 6.1 40.9 42.4
Others 115 0.0 0.0 4.3 3.5 15.7 37.4 39.1
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.20.72.2 4.6 13.4 40.0 38.8
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Value for money
There are 93.0% of the surveyed respondents who are satisfied with the appropriate price of Hotel they stayed at compared to 2.4% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
80
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.5 0.7 1.2 4.6 9.4 45.3 38.4
BD 01: Gender
Male 231 0.9 0.4 0.9 3.5 9.1 47.2 38.1
Female 186 0.0 1.1 1.6 5.9 9.7 43.0 38.7
BD 02: Age Group
17 - 24 years old 115 0.9 0.9 1.7 6.1 10.4 40.0 40.0
25 - 29 years old 90 1.1 0.0 2.2 3.3 10.0 46.7 36.7
30 - 34 years old 81 0.0 0.0 1.2 4.9 7.4 51.9 34.6
35 years old and above 131 0.0 1.5 0.0 3.8 9.2 45.0 40.5
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 1.0 1.0 2.0 5.1 7.1 43.4 40.4
SEC B (IDR 2mill - 5 mill) 224 0.4 0.9 0.9 4.5 10.3 45.5 37.5
SEC A (IDR 5mill and above) 94 0.0 0.0 1.1 4.3 9.6 46.8 38.3
BD 04: Hotel Location
Jakarta 88 0.0 0.0 0.0 4.5 9.1 45.5 40.9
Bandung 48 2.1 0.0 0.0 6.3 4.2 52.1 35.4
Bali 51 0.0 3.9 2.0 7.8 7.8 45.1 33.3
Surabaya 49 2.0 2.0 0.0 2.0 6.1 42.9 44.9
Yogyakarta 66 0.0 0.0 0.0 3.0 10.6 36.4 50.0
Others 115 0.0 0.0 3.5 4.3 13.0 48.7 30.4
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.50.71.2 4.6 9.4 45.3 38.4
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Online booking facilities
There are 90.9% of the surveyed respondents who are satisfied with online booking facilities of Hotel they stayed at compared to 3.8% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
81
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.5 1.4 1.9 5.3 11.3 42.4 37.2
BD 01: Gender
Male 231 0.9 1.3 1.3 4.8 10.4 42.9 38.5
Female 186 0.0 1.6 2.7 5.9 12.4 41.9 35.5
BD 02: Age Group
17 - 24 years old 115 0.9 1.7 2.6 7.0 17.4 33.9 36.5
25 - 29 years old 90 0.0 1.1 3.3 7.8 5.6 48.9 33.3
30 - 34 years old 81 1.2 0.0 2.5 3.7 8.6 46.9 37.0
35 years old and above 131 0.0 2.3 0.0 3.1 11.5 42.7 40.5
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 1.0 2.0 3.0 5.1 13.1 42.4 33.3
SEC B (IDR 2mill - 5 mill) 224 0.4 0.9 2.2 5.8 11.2 42.4 37.1
SEC A (IDR 5mill and above) 94 0.0 2.1 0.0 4.3 9.6 42.6 41.5
BD 04: Hotel Location
Jakarta 88 0.0 0.0 1.1 2.3 12.5 48.9 35.2
Bandung 48 0.0 0.0 0.0 4.2 8.3 47.9 39.6
Bali 51 0.0 2.0 2.0 11.8 9.8 25.5 49.0
Surabaya 49 2.0 0.0 0.0 6.1 8.2 53.1 30.6
Yogyakarta 66 0.0 0.0 1.5 4.5 9.1 34.8 50.0
Others 115 0.9 4.3 4.3 5.2 14.8 42.6 27.8
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.51.41.9 5.3 11.3 42.4 37.2
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Convenient payment method
There are 95.4% of the surveyed respondents who are satisfied withthe convenient payment method of Hotel they stayed at compared to 1.4% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
82
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.2 0.5 0.7 3.1 8.4 46.0 41.0
BD 01: Gender
Male 231 0.4 0.4 0.9 1.7 5.6 46.8 44.2
Female 186 0.0 0.5 0.5 4.8 11.8 45.2 37.1
BD 02: Age Group
17 - 24 years old 115 0.9 0.0 0.9 4.3 9.6 45.2 39.1
25 - 29 years old 90 0.0 0.0 0.0 5.6 12.2 51.1 31.1
30 - 34 years old 81 0.0 0.0 2.5 2.5 6.2 46.9 42.0
35 years old and above 131 0.0 1.5 0.0 0.8 6.1 42.7 48.9
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 1.0 0.0 0.0 4.0 12.1 44.4 38.4
SEC B (IDR 2mill - 5 mill) 224 0.0 0.9 0.4 3.1 6.3 46.4 42.9
SEC A (IDR 5mill and above) 94 0.0 0.0 2.1 2.1 9.6 46.8 39.4
BD 04: Hotel Location
Jakarta 88 0.0 0.0 1.1 3.4 8.0 45.5 42.0
Bandung 48 0.0 0.0 4.2 0.0 6.3 52.1 37.5
Bali 51 0.0 2.0 0.0 5.9 9.8 37.3 45.1
Surabaya 49 2.0 2.0 0.0 0.0 8.2 42.9 44.9
Yogyakarta 66 0.0 0.0 0.0 3.0 4.5 45.5 47.0
Others 115 0.0 0.0 0.0 4.3 11.3 49.6 34.8
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.20.50.73.1 8.4 46.0 41.0
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Efficient payment counter
There are 96.2% of the surveyed respondents who are satisfied with efficient payment counter of Hotel they stayed at compared to 1.0% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
83
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.5 0.2 0.2 2.9 11.5 51.8 32.9
BD 01: Gender
Male 231 0.9 0.0 0.0 2.2 11.3 49.4 36.4
Female 186 0.0 0.5 0.5 3.8 11.8 54.8 28.5
BD 02: Age Group
17 - 24 years old 115 0.9 0.0 0.0 2.6 16.5 47.8 32.2
25 - 29 years old 90 0.0 1.1 0.0 7.8 10.0 53.3 27.8
30 - 34 years old 81 0.0 0.0 0.0 2.5 11.1 51.9 34.6
35 years old and above 131 0.8 0.0 0.8 0.0 8.4 54.2 35.9
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 1.0 1.0 0.0 2.0 15.2 49.5 31.3
SEC B (IDR 2mill - 5 mill) 224 0.4 0.0 0.4 4.0 10.7 51.3 33.0
SEC A (IDR 5mill and above) 94 0.0 0.0 0.0 1.1 9.6 55.3 34.0
BD 04: Hotel Location
Jakarta 88 0.0 1.1 0.0 2.3 9.1 52.3 35.2
Bandung 48 0.0 0.0 0.0 4.2 8.3 52.1 35.4
Bali 51 2.0 0.0 0.0 5.9 11.8 47.1 33.3
Surabaya 49 2.0 0.0 2.0 0.0 10.2 51.0 34.7
Yogyakarta 66 0.0 0.0 0.0 1.5 12.1 53.0 33.3
Others 115 0.0 0.0 0.0 3.5 14.8 53.0 28.7
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.50.20.22.9 11.5 51.8 32.9
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Room promotion / discount
There are 86.8% of the surveyed respondents who are satisfied with room promotion / discount of Hotel they stayed at compared to 4.3% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
84
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.0 1.9 2.4 8.9 10.1 36.2 40.5
BD 01: Gender
Male 231 0.0 2.2 3.0 8.2 7.4 32.9 46.3
Female 186 0.0 1.6 1.6 9.7 13.4 40.3 33.3
BD 02: Age Group
17 - 24 years old 115 0.0 4.3 0.9 9.6 12.2 31.3 41.7
25 - 29 years old 90 0.0 0.0 5.6 8.9 14.4 30.0 41.1
30 - 34 years old 81 0.0 0.0 1.2 9.9 6.2 46.9 35.8
35 years old and above 131 0.0 2.3 2.3 7.6 7.6 38.2 42.0
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 0.0 3.0 3.0 8.1 8.1 31.3 46.5
SEC B (IDR 2mill - 5 mill) 224 0.0 1.8 2.7 8.9 10.7 38.4 37.5
SEC A (IDR 5mill and above) 94 0.0 1.1 1.1 9.6 10.6 36.2 41.5
BD 04: Hotel Location
Jakarta 88 0.0 1.1 1.1 9.1 10.2 39.8 38.6
Bandung 48 0.0 2.1 0.0 4.2 6.3 45.8 41.7
Bali 51 0.0 3.9 2.0 11.8 7.8 35.3 39.2
Surabaya 49 0.0 2.0 2.0 4.1 8.2 42.9 40.8
Yogyakarta 66 0.0 1.5 1.5 13.6 12.1 27.3 43.9
Others 115 0.0 1.7 5.2 8.7 12.2 32.2 40.0
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.01.92.4 8.9 10.1 36.2 40.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
E. Detail findings
1. Respondents’ Hotel Stay Experience
2. Respondents’ Purchase Motive / Importance Level
3. Respondents’ Satisfaction toward Hotel Services Quality
3.1 Hospitality
3.2 Accommodation
3.3 Food and Beverage
3.4 Supplementary Services & Entertainment
3.5 Hotel Appearance
3.6 Pricing and Payment Mode
3.7 Value Added Services
4. Overall Customer Satisfaction and Loyalty Effect
85
Level of Agreement - Meeting facilities (conference hall, audio visual and light equipment)
There are 85.1% of the surveyed respondents who are satisfied with meeting facilities of Hotel they stayed at compared to 5.5% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
86
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.7 2.2 2.6 9.4 15.6 44.6 24.9
BD 01: Gender
Male 231 0.9 2.6 2.2 7.8 14.7 45.9 26.0
Female 186 0.5 1.6 3.2 11.3 16.7 43.0 23.7
BD 02: Age Group
17 - 24 years old 115 1.7 3.5 2.6 12.2 20.0 39.1 20.9
25 - 29 years old 90 0.0 2.2 5.6 6.7 18.9 42.2 24.4
30 - 34 years old 81 1.2 0.0 2.5 6.2 13.6 51.9 24.7
35 years old and above 131 0.0 2.3 0.8 10.7 10.7 46.6 29.0
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 2.0 1.0 6.1 6.1 15.2 45.5 24.2
SEC B (IDR 2mill - 5 mill) 224 0.4 1.8 1.3 9.4 14.7 47.8 24.6
SEC A (IDR 5mill and above) 94 0.0 4.3 2.1 12.8 18.1 36.2 26.6
BD 04: Hotel Location
Jakarta 88 0.0 2.3 1.1 9.1 18.2 42.0 27.3
Bandung 48 0.0 0.0 4.2 4.2 20.8 50.0 20.8
Bali 51 2.0 5.9 3.9 5.9 15.7 49.0 17.6
Surabaya 49 2.0 0.0 0.0 4.1 12.2 46.9 34.7
Yogyakarta 66 0.0 3.0 0.0 19.7 16.7 30.3 30.3
Others 115 0.9 1.7 5.2 9.6 12.2 49.6 20.9
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.01.92.4 8.9 10.1 36.2 40.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement - Business package offerings
There are 79.6% of the surveyed respondents who are satisfied with business package offers of Hotel they stayed at compared to 7.9% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
87
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.5 3.1 4.3 12.5 18.7 39.3 21.6
BD 01: Gender
Male 231 0.9 2.6 4.8 10.4 18.6 39.4 23.4
Female 186 0.0 3.8 3.8 15.1 18.8 39.2 19.4
BD 02: Age Group
17 - 24 years old 115 0.0 7.0 6.1 16.5 20.0 35.7 14.8
25 - 29 years old 90 1.1 1.1 5.6 13.3 23.3 30.0 25.6
30 - 34 years old 81 1.2 1.2 3.7 11.1 16.0 46.9 19.8
35 years old and above 131 0.0 2.3 2.3 9.2 16.0 44.3 26.0
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 0.0 4.0 8.1 11.1 17.2 41.4 18.2
SEC B (IDR 2mill - 5 mill) 224 0.9 2.2 2.2 13.4 20.1 40.6 20.5
SEC A (IDR 5mill and above) 94 0.0 4.3 5.3 11.7 17.0 34.0 27.7
BD 04: Hotel Location
Jakarta 88 0.0 3.4 3.4 11.4 21.6 36.4 23.9
Bandung 48 0.0 0.0 6.3 4.2 16.7 47.9 25.0
Bali 51 2.0 3.9 7.8 11.8 19.6 37.3 17.6
Surabaya 49 0.0 2.0 2.0 4.1 18.4 46.9 26.5
Yogyakarta 66 0.0 1.5 1.5 24.2 16.7 30.3 25.8
Others 115 0.9 5.2 5.2 13.9 18.3 40.9 15.7
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.72.22.6 9.4 15.6 44.6 24.9
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Level of Agreement – Fully-equipped Business Rooms (convention centre, show room, ballroom)
There are 83.9% of the surveyed respondents who are satisfied with rooms eqipped with audio, light & sound system of Hotel they stayed at compared to 7.7% of dissatisfied percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
88
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 1.0 2.6 4.1 8.4 16.3 42.4 25.2
BD 01: Gender
Male 231 1.3 1.7 3.0 8.7 15.2 44.2 26.0
Female 186 0.5 3.8 5.4 8.1 17.7 40.3 24.2
BD 02: Age Group
17 - 24 years old 115 1.7 3.5 4.3 12.2 14.8 44.3 19.1
25 - 29 years old 90 2.2 2.2 4.4 8.9 20.0 35.6 26.7
30 - 34 years old 81 0.0 1.2 4.9 4.9 14.8 43.2 30.9
35 years old and above 131 0.0 3.1 3.1 6.9 16.0 45.0 26.0
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 1.0 2.0 7.1 5.1 17.2 42.4 25.3
SEC B (IDR 2mill - 5 mill) 224 1.3 2.2 2.7 8.9 15.6 44.6 24.6
SEC A (IDR 5mill and above) 94 0.0 4.3 4.3 10.6 17.0 37.2 26.6
BD 04: Hotel Location
Jakarta 88 0.0 2.3 3.4 9.1 17.0 43.2 25.0
Bandung 48 0.0 0.0 6.3 4.2 16.7 41.7 31.3
Bali 51 2.0 3.9 3.9 9.8 15.7 35.3 29.4
Surabaya 49 2.0 0.0 0.0 6.1 10.2 51.0 30.6
Yogyakarta 66 1.5 3.0 1.5 13.6 22.7 28.8 28.8
Others 115 0.9 4.3 7.0 7.0 14.8 49.6 16.5
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
1.02.6 4.1 8.4 16.3 42.4 25.2
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
E. Detail findings
1. Respondents’ Hotel Stay Experience
2. Respondents’ Purchase Motive / Importance Level
3. Respondents’ Satisfaction toward Hotel Services Quality
3.1 Hospitality
3.2 Accommodation
3.3 Food and Beverage
3.4 Supplementary Services & Entertainment
3.5 Hotel Appearance
3.6 Pricing and Payment Mode
3.7 Value Added Services
4. Overall Customer Satisfaction and Loyalty Effect
89
I will continue using Hotel services when I have demand
There are 87.5% of the surveyed respondents who admitted to continue using Hotel services when they have demand compared to 3.6% of disagreement percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
90
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.2 1.0 2.4 8.9 14.6 51.6 21.3
BD 01: Gender
Male 231 0.4 0.9 2.6 8.7 13.0 51.9 22.5
Female 186 0.0 1.1 2.2 9.1 16.7 51.1 19.9
BD 02: Age Group
17 - 24 years old 115 0.9 1.7 4.3 7.8 16.5 49.6 19.1
25 - 29 years old 90 0.0 1.1 2.2 7.8 20.0 47.8 21.1
30 - 34 years old 81 0.0 0.0 2.5 12.3 12.3 46.9 25.9
35 years old and above 131 0.0 0.8 0.8 8.4 10.7 58.8 20.6
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 1.0 2.0 3.0 9.1 14.1 52.5 18.2
SEC B (IDR 2mill - 5 mill) 224 0.0 0.4 2.2 8.0 16.1 52.7 20.5
SEC A (IDR 5mill and above) 94 0.0 1.1 2.1 10.6 11.7 47.9 26.6
BD 04: Hotel Location
Jakarta 88 0.0 0.0 1.1 9.1 18.2 56.8 14.8
Bandung 48 0.0 0.0 2.1 14.6 10.4 54.2 18.8
Bali 51 0.0 5.9 2.0 7.8 13.7 37.3 33.3
Surabaya 49 2.0 0.0 2.0 2.0 6.1 57.1 30.6
Yogyakarta 66 0.0 1.5 1.5 1.5 22.7 51.5 21.2
Others 115 0.0 0.0 4.3 13.9 13.0 50.4 18.3
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.21.02.4 8.9 14.6 51.6 21.3
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
I will continue using long-term Hotel services
There are 81.8% of the surveyed respondents who admitted to continue using long–term Hotel services compared to 5.3% of disagreement percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
91
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.5 2.4 2.4 12.9 18.2 48.0 15.6
BD 01: Gender
Male 231 0.9 2.6 2.6 10.8 19.0 48.5 15.6
Female 186 0.0 2.2 2.2 15.6 17.2 47.3 15.6
BD 02: Age Group
17 - 24 years old 115 0.9 5.2 5.2 12.2 19.1 42.6 14.8
25 - 29 years old 90 0.0 2.2 0.0 15.6 24.4 44.4 13.3
30 - 34 years old 81 1.2 0.0 2.5 13.6 13.6 53.1 16.0
35 years old and above 131 0.0 1.5 1.5 11.5 16.0 51.9 17.6
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 1.0 2.0 6.1 11.1 17.2 50.5 12.1
SEC B (IDR 2mill - 5 mill) 224 0.4 2.2 1.8 12.1 20.1 48.7 14.7
SEC A (IDR 5mill and above) 94 0.0 3.2 0.0 17.0 14.9 43.6 21.3
BD 04: Hotel Location
Jakarta 88 0.0 2.3 0.0 15.9 18.2 48.9 14.8
Bandung 48 0.0 2.1 2.1 16.7 16.7 50.0 12.5
Bali 51 0.0 3.9 7.8 7.8 13.7 41.2 25.5
Surabaya 49 2.0 2.0 2.0 6.1 12.2 59.2 16.3
Yogyakarta 66 0.0 1.5 0.0 13.6 22.7 43.9 18.2
Others 115 0.9 2.6 3.5 13.9 20.9 47.0 11.3
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.52.42.4 12.9 18.2 48.0 15.6
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
I will recommend Hotel service to friends / colleagues / family
There are 83.4% of the surveyed respondents who admitted to recommend Hotel service to friends / colleagues / family compared to 4.0% of disagreement percentage.
Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]
92
nStrongly Disagree Disagree Somewhat Disagree
Neither agree nor
disagreeSomewhat Agree Agree Strongly Agree
Per. Per. Per. Per. Per. Per. Per.
Total 417 0.7 1.9 1.4 12.5 13.4 52.5 17.5
BD 01: Gender
Male 231 1.3 1.3 0.9 13.0 11.3 52.4 19.9
Female 186 0.0 2.7 2.2 11.8 16.1 52.7 14.5
BD 02: Age Group
17 - 24 years old 115 1.7 3.5 2.6 13.0 18.3 48.7 12.2
25 - 29 years old 90 0.0 2.2 1.1 15.6 13.3 48.9 18.9
30 - 34 years old 81 1.2 1.2 0.0 12.3 7.4 59.3 18.5
35 years old and above 131 0.0 0.8 1.5 9.9 13.0 54.2 20.6
BD 03: MHE
SEC C (IDR 1.5mill - 2 mill) 99 1.0 2.0 3.0 12.1 12.1 56.6 13.1
SEC B (IDR 2mill - 5 mill) 224 0.9 1.8 0.4 11.2 14.7 54.5 16.5
SEC A (IDR 5mill and above) 94 0.0 2.1 2.1 16.0 11.7 43.6 24.5
BD 04: Hotel Location
Jakarta 88 1.1 2.3 0.0 13.6 11.4 48.9 22.7
Bandung 48 0.0 0.0 2.1 16.7 12.5 58.3 10.4
Bali 51 0.0 2.0 0.0 17.6 5.9 43.1 31.4
Surabaya 49 2.0 4.1 0.0 6.1 8.2 59.2 20.4
Yogyakarta 66 0.0 1.5 1.5 10.6 21.2 47.0 18.2
Others 115 0.9 1.7 3.5 11.3 16.5 57.4 8.7
Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree
0.71.91.4 12.5 13.4 52.5 17.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Percentage of 10% higher than the Total
Customer Satisfaction and Loyalty Effect by Hotel Areas
Hotel Area who score in the ‘Zone of Indifference’ have customers/hotel guests who are not too loyal because they are vulnerable to other Hotels (competitors) who can push their overall guests satisfaction scores higher. Those customers are provided with many Hotel choices that have same service offering.
93
Satisfaction Score
Zone of defection
Zone of indifferent
Zone of Loyalty
Loya
lty
Sco
re
Very Dissatisfied Quite Satisfied Enough
Satisfied Very Satisfied
0.00
100.00
CSI & CLI using 0.00 – 100.00 scale, which:
0.00 - 24.90 : Very dissatisfied / Very Small 62.50 - 74.90 : Quite Satisfied Enough / Quite Big
25.00 - 49.90 : Dissatisfied / Small 75.00 - 87.50 : Satisfied / Big
50.00 - 62.50 : Neutral 87.50 - 100.00 : Very Satisfied / Very Big
Additional Information : *CSI : Customer Satisfaction Index
*CLI : Customer Loyalty Index
No. Hotel CSI CLI
1. Jakarta 83.11 77.74
2. Yogyakarta 82.61 78.41
3. Bali 79.60 78.52
4. Surabaya 83.60 80.20
5. Bandung 83.32 76.57
1
2
3
4
5
Customer Satisfaction Grid
• Opportunities for Improvement: The grid below suggests that Hospitality service in a Hotel are perceived to be very important to respondents, but performance levels are fairly low. This suggests that improvement efforts for delivering better service should be concentrated here.
• High Quality: Attributes placed in this quadrant such as Accomodation, Food and Beverage, Appearance and Location, and Pricing and payment Mode are perceived to be very important to respondents, and at the same time, the Hotel seems to have high levels of performance in these services being offered by a Hotel.
94
High QualityHigh ImportanceHigh Satisfaction
Low ImportanceHigh Satisfaction
Opportunities for Improvement
High ImportanceLow Satisfaction
Low ImportanceLow Satisfaction
0.500 HighLow
CSI Overall : 81.47
High
Low
1
2
34
56
7
Attributes:
1. HOSPITALITY
2. ACCOMMODATION
3. FOOD AND BEVERAGE
4. SUPPLEMENTARY SERVICES AND ENTERTAINMENT
5. HOTEL APPEARANCE
6. PRICING AND PAYMENT MODE
7. VALUE ADDED SERVICES
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