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17. Voluntary Report Nusaresearch - Hotel Satisfaction

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17. Voluntary Report Nusaresearch - Hotel Satisfaction

  1. 1. Report on Satisfaction Level toward Hotel Services August2014
  2. 2. 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 3.5 Physical Evidence 3.6 Pricing and Payment Method 3.7 Value Added Services 4. Overall Customer Satisfaction and Loyalty Effect 2
  3. 3. A. Research background Travel,tourismandleisureindustryareconsideredasthefastest-growingsectorsintheglobaleconomyandisexpectedtoriseinthefuture.Withthis,IndonesiahasagreatpotentialinthesuchhospitalityindustryasHotel,consideringtheincreasingnumberoftouristsinIndonesiaovertime. Thus,theHotelbusinessplayerneedtoknowthestrategicbenefitsoftheinvestmentmadeinHotelservicesimprovement. 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 Quality To 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
  4. 4. B. Research design Research Method Online Research Fieldwork Period August 2014 Research Area Indonesia (Nationwide) Respondent Criteria Male and Female aged 17 and above Stayedin 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 CityofHotel,HotelBrands,Occassion,LengthofStay,HotelRoomtype,HotelRoomFee, BookingorReservationmethods,OnlineTravelsiteused,ConsiderationswhenchoosingHotel, Theimportancelevelofhotelfacilities,LevelofAgreementtowardssomeofHotelsatisfactionattributes(Hospitality,Accommodation,FoodandBeverage,SuplementaryServices, RecreationandEntertainment,AppearanceandLocation,PricingandPaymentMode, InnovationandValueAddedServices)andGuests’OverallSatisfactionLevel. 4
  5. 5. C. Respondent profile ■Gender ■Employment Status ■Age ■Monthly household Expenses 5 55.4 44.6 Male Female 27.6 21.6 19.4 31.4 17 - 24 years old 25 - 29 years old 30 -34 years old 35 years old andabove 23.7 53.7 22.5 SEC 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 1.9 7.9 3.1 0.0 0.5 6.0 1.2 0 10 20 30 40 50
  6. 6. 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. Thereare 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
  7. 7. 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)
  8. 8. 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 guestswho 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 Hospitalityservice 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 Modeare 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.
  9. 9. 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
  10. 10. Hotel Location The chart below give information about the Hotel location the respondents stayed at in the last 6 months. It can be seen thatthere 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 aHotel within the last 6 months. [SA] 10 n Jakarta 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
  11. 11. 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 atwithin the last 6 months? [SA] 11 Percentage of 10% higher than the Total n All Seasons (Ibis Style) Fave Hotel Ibis Amaris Hotel by Marriott Sheraton 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 1.9 11.0 6.5 2.4 3.6 11.5 61.4 0 20 40 60 80
  12. 12. 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 seenthat thereare 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 n Corporate/ 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 Attendedmusicconcert Attendedweddingparty Others 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 6.2 BD 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 6.5 2.2 2.6 0.2 1.7 1.4 8.6 6.2 0 10 20 30 40 Percentage of 10% higher than the Total
  13. 13. 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 ahotel last time? [SA] 13 n 1 -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 16.8 3.8 0.7 0.2 0.0 0 20 40 60 80 Percentage of 10% higher than the Total
  14. 14. 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 spaciousroom) 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 11.0 1.9 0 10 20 30 40 50 Percentage of 10% higher than the Total
  15. 15. 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 6.5 3.4 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
  16. 16. 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 centrehotel room reservation Reservation through Travel Agency Email reservation Online reservation/ booking from the designated hotel Direct reservation/ booking Others 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: AgeGroup 17 -24 years old 115 3.5 6.1 8.7 7.0 4.3 11.3 54.8 4.3 25 -29 yearsold 90 8.9 5.6 11.1 4.4 1.1 13.3 53.3 2.2 30 -34 yearsold 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 8.2 2.4 12.5 52.5 3.6 0 20 40 60 Percentage of 10% higher than the Total
  17. 17. 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 Pegipegi Hotels.com Rajakamar Booking.com bookpanorama. com VoucherHotel.com Expedia.co.id klikhotel.com HotelTravel.com Tiket.com accorhotel.com Asmiatravel.co newshan hostelsclub priceline Fastbooking Hostelbookers.com RatesToGo Hostelworld.com TICKTAB HotelClub TravelEasy WorldwideHolidays WegoIndonesia Others 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 8.1 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 0 10 20 30 40 50 Percentage of 10% higher than the Total
  18. 18. 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 n Price Hotel Brand Location Facility Public Acesses Star Rate Reservation/BookingMethods Recommendations Promotion Hotel Staffservices Hotel physicalappearance 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 76.5 67.6 36.9 25.9 24.2 39.1 30.7 49.4 29.0 65.0 1.7 0 50 100 Percentage of 10% higher than the Total
  19. 19. 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
  20. 20. 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 n Very important Somewhatimportant Neutral Somewhatunimportant Veryunimportant 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 Veryimportant 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
  21. 21. 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 n Veryimportant Somewhat important Neutral Somewhatunimportant Veryunimportant 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 Veryimportant Somewhat important Neutral Somewhat unimportant Very unimportant Percentage of 10% higher than the Total 77.2 16.8 4.3 1.2 0.5 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0 Internet
  22. 22. 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 n Veryimportant Somewhatimportant Neutral Somewhatunimportant Veryunimportant 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 Veryimportant 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
  23. 23. 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 n Very important Somewhatimportant Neutral Somewhatunimportant Veryunimportant 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 Veryimportant Somewhat important Neutral Somewhat unimportant Very unimportant Percentage of 10% higher than the Total 71.0 18.2 6.7 2.9 1.2 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0 Car Park
  24. 24. 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 n Very important Somewhat important Neutral Somewhatunimportant Veryunimportant 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 Veryimportant 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
  25. 25. 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 n Very important Somewhatimportant Neutral Somewhatunimportant Veryunimportant 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 Veryimportant 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
  26. 26. 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 n Veryimportant Somewhatimportant Neutral Somewhatunimportant Veryunimportant 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 Veryimportant 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
  27. 27. 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 n Veryimportant Somewhatimportant Neutral Somewhatunimportant Veryunimportant 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 Veryimportant 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)
  28. 28. 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 n Veryimportant Somewhatimportant Neutral Somewhatunimportant Veryunimportant 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 Veryimportant 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
  29. 29. 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 n Veryimportant Somewhatimportant Neutral Somewhat unimportant Veryunimportant 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 Veryimportant Somewhat important Neutral Somewhat unimportant Very unimportant Percentage of 10% higher than the Total 45.6 37.4 12.7 2.4 1.9 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
  30. 30. 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 n Veryimportant Somewhat important Neutral Somewhatunimportant Veryunimportant 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 Veryimportant Somewhat important Neutral Somewhat unimportant Very unimportant Percentage of 10% higher than the Total 77.0 18.5 3.6 0.5 0.5 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0 Room service
  31. 31. 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 n Very important Somewhat important Neutral Somewhat unimportant Veryunimportant 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 Veryimportant Somewhat important Neutral Somewhat unimportant Very unimportant Percentage of 10% higher than the Total 73.4 21.8 3.6 0.7 0.5 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)
  32. 32. 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 n Very important Somewhat important Neutral Somewhatunimportant Veryunimportant 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 Veryimportant 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
  33. 33. 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 n Veryimportant Somewhat important Neutral Somewhatunimportant Veryunimportant 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 Veryimportant Somewhat important Neutral Somewhat unimportant Very unimportant Percentage of 10% higher than the Total 37.2 38.4 19.9 4.1 0.5 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0 Airport Transfer
  34. 34. 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 n Veryimportant Somewhatimportant Neutral Somewhatunimportant Veryunimportant 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 Veryimportant 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
  35. 35. 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 n Very important Somewhatimportant Neutral Somewhatunimportant Veryunimportant 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 Veryimportant 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
  36. 36. PURCHASE MOTIVE/ IMPORTANCELEVEL Protect: This group will require special initiative to protect their interests Good Relation: A close and good working relationship must be established with this group Low Priority: May have some involvement, but relatively in lower priority Monitor: 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 7 8 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 INFLUENCE Low High IMPORTANT High Low
  37. 37. E. Detail findings 1. Respondents’ Hotel Stay Experience 2. Respondents’ Purchase Motive / Importance Level 3. Respondents’ Satisfaction toward Hotel Services Quality 3.1Hospitality 3.2 Accommodation 3.3 Food and Beverage 3.4 Supplementary Services 3.5 Physical Evidence 3.6 Pricing and Payment Method 3.7 Value Added Services 4. Overall Customer Satisfaction and Loyalty Effect 37
  38. 38. Level of Agreement -Well-organized 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? [MatrixSA] 38 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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: AgeGroup 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 1.2 0.7 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 Disagree Disagree Somewhat Disagree Neither agree nor disagree Somewhat Agree Agree Strongly Agree Percentage of 10% higher than the Total
  39. 39. Level of Agreement -Responsive and 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? [MatrixSA] 39 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 0.7 1.2 2.2 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 Disagree Disagree Somewhat Disagree Neither agree nor disagree Somewhat Agree Agree Strongly Agree Percentage of 10% higher than the Total
  40. 40. Level of Agreement -Lovely Hotel staffs 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? [MatrixSA] 40 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 0.7 1.4 2.9 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 Disagree Disagree Somewhat Disagree Neither agree nor disagree Somewhat Agree Agree Strongly Agree Percentage of 10% higher than the Total
  41. 41. Level of Agreement -Prompt and well-mannered hotel services 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? [MatrixSA] 41 n StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 yearsold 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 0.2 0.2 2.9 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 Disagree Disagree Somewhat Disagree Neither agree nor disagree Somewhat Agree Agree Strongly Agree Percentage of 10% higher than the Total
  42. 42. Level of Agreement –Valuable information 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? [MatrixSA] 42 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 0.7 0.7 3.6 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 Disagree Disagree Somewhat Disagree Neither agree nor disagree Somewhat Agree Agree Strongly Agree Percentage of 10% higher than the Total
  43. 43. 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? [MatrixSA] 43 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree Somewhat Agree Agree StronglyAgree 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 0.7 1.0 4.1 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 Disagree Disagree Somewhat Disagree Neither agree nor disagree Somewhat Agree Agree Strongly Agree Percentage of 10% higher than the Total
  44. 44. Level of Agreement -Sufficienthotel 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? [MatrixSA] 44 n StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 1.2 0.5 1.9 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 Disagree Disagree Somewhat Disagree Neither agree nor disagree Somewhat Agree Agree Strongly Agree Percentage of 10% higher than the Total
  45. 45. E. Detail findings 1. Respondents’ Hotel Stay Experience 2. Respondents’ Purchase Motive / Importance Level 3. Respondents’ Satisfaction toward Hotel Services Quality 3.1Hospitality 3.2 Accommodation 3.3 Food and Beverage 3.4 Supplementary Services 3.5 Physical Evidence 3.6 Pricing and Payment Method 3.7 Value Added Services 4. Overall Customer Satisfaction and Loyalty Effect 45
  46. 46. Level of Agreement –Peaceful Hotel 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? [MatrixSA] 46 n StronglyDisagree Disagree SomewhatDisagree Neither agree nor disagree Somewhat Agree Agree StronglyAgree 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 2.2 0.2 1.2 1.2 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 Disagree Disagree Somewhat Disagree Neither agree nor disagree Somewhat Agree Agree Strongly Agree Percentage of 10% higher than the Total
  47. 47. 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? [MatrixSA] 47 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 1.7 0.5 1.0 2.2 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 Disagree Disagree Somewhat Disagree Neitheragreenordisagree Somewhat Agree Agree Strongly Agree Percentage of 10% higher than the Total
  48. 48. Level of Agreement –Well-equipped Hotel room 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? [MatrixSA] 48 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 1.2 1.7 1.9 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 Disagree Disagree Somewhat Disagree Neitheragreenordisagree Somewhat Agree Agree Strongly Agree Percentage of 10% higher than the Total
  49. 49. Level of Agreement -Availability of 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? [MatrixSA] 49 n StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree Somewhat Agree Agree StronglyAgree 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
  50. 50. Level of Agreement -Furnished Hotel 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? [MatrixSA] 50 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree Somewhat Agree Agree StronglyAgree 1.7 1.4 2.9 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
  51. 51. Level of Agreement -Internetconnection / Wi-fiservice 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? [MatrixSA] 51 n StronglyDisagree Disagree Somewhat Disagree Neither agree nor disagree Somewhat Agree Agree StronglyAgree 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 StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree Somewhat Agree Agree StronglyAgree 2.6 2.2 2.2 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
  52. 52. Level of Agreement -Clean and comfy pillowybed 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? [MatrixSA] 52 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree Somewhat Agree Agree StronglyAgree 1.7 0.2 1.4 0.7 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
  53. 53. Level of Agreement –Comfortable & complete bathing equipment 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? [MatrixSA] 53 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 1.7 0.7 2.4 1.9 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
  54. 54. Level of Agreement -Reasonable spacious Hotel room 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? [MatrixSA] 54 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 1.9 1.0 1.9 2.2 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
  55. 55. Level of Agreement -Electronic Door Locks 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? [MatrixSA] 55 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 2.6 2.9 2.2 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
  56. 56. E. Detail findings 1. Respondents’ Hotel Stay Experience 2. Respondents’ Purchase Motive / Importance Level 3. Respondents’ Satisfaction toward Hotel Services Quality 3.1Hospitality 3.2 Accommodation 3.3 Food and Beverage 3.4 Supplementary Services 3.5 Physical Evidence 3.6 Pricing and Payment Method 3.7 Value Added Services 4. Overall Customer Satisfaction and Loyalty Effect 56
  57. 57. Level of Agreement -Fresh food in Hotel restaurant 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? [MatrixSA] 57 n StronglyDisagree Disagree SomewhatDisagree Neither agree nor disagree SomewhatAgree Agree StronglyAgree 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 StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 1.7 1.4 2.2 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
  58. 58. 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? [MatrixSA] 58 n StronglyDisagree Disagree SomewhatDisagree Neither agree nor disagree SomewhatAgree Agree StronglyAgree 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 StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 1.4 1.0 1.0 2.6 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
  59. 59. Level of Agreement -Food choices offering 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? [MatrixSA] 59 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 1.4 2.2 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
  60. 60. Level of Agreement –Access to cafe/restaurant/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? [MatrixSA] 60 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 yearsold 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 StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 1.9 1.7 2.4 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
  61. 61. Level of Agreement -Food promotion offering 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? [MatrixSA] 61 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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
  62. 62. E. Detail findings 1. Respondents’ Hotel Stay Experience 2. Respondents’ Purchase Motive / Importance Level 3. Respondents’ Satisfaction toward Hotel Services Quality 3.1Hospitality 3.2 Accommodation 3.3 Food and Beverage 3.4 Supplementary Services 3.5 Physical Evidence 3.6 Pricing and Payment Method 3.7 Value Added Services 4. Overall Customer Satisfaction and Loyalty Effect 62
  63. 63. Level of Agreement -Hair, face and body treatment services There are 70.3% of the surveyed respondents who are satisfied withthe 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? [MatrixSA] 63 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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
  64. 64. Level of Agreement -Laundry service offering 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? [MatrixSA] 64 n StronglyDisagree Disagree SomewhatDisagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 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 StronglyDisagree Disagree Somewhat Disagree Neitheragreenordisagree SomewhatAgree Agree StronglyAgree 1.0 2.4 2.2 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

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