Roles of Empathy and Responsiveness towards Customer Satisfaction in Luxury Hotels in Jakarta

Authors

  • Beny Setiawan
  • Meriza Hendri
  • Muhammad Asyraf Hasim

Abstract

The purpose of this paper is to investigate the roles of reliability and assurance of service quality on customer satisfaction in the luxury hotels in Jakarta and to indicate which factors have a role in driving customer satisfaction. Primary data in the form of 250 questionnaire responses was been collected from top ten luxury hotels in Jakarta. Likert seven-point rating scales were used to structure the questionnaire. The results of the analysis indicate that empathy and responsiveness play the important role in driving customer satisfaction in the luxury hotel services. In a nutshell, both empathy and responsiveness variables are important factor driving customer satisfaction in the context of the luxury hotels services. This research incorporates unique and original insights in relation to the luxury hotel services. The findings of this research have contributed to a better understanding of the roles of reliability and assurance in service quality towards customer satisfaction.

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Published

2020-02-17

Issue

Section

Articles