Hotel Facilities as a Determining Factor of Customer Loyalty at Vertu Harmoni Hotel Jakarta
DOI:
https://doi.org/10.60038/jpv.v6i2.149Keywords:
Fasilitas, Loyalitas PelangganAbstract
The hospitality industry in Jakarta faces intense competition in the wake of tourism recovery,
requiring hotels to not only provide accommodation, but also a satisfying experience
through comprehensive facilities. This study aims to analyze
the effect of facility completeness on customer loyalty at Hotel Vertu Harmoni Jakarta,
a four-star hotel. Using a quantitative method with an associative approach, data
was collected from 250 respondents selected through purposive sampling. Data analysis
was performed using validity and reliability tests, descriptive analysis, and Spearman's rank correlation
with the help of SPSS version 25. The results showed that facility completeness
had a positive and significant relationship with customer loyalty, with a correlation coefficient
of 0.436 (moderate). This finding indicates that although physical facilities
such as rooms and public areas were rated very good, improvements in facility maintenance
were still needed to ensure long-term loyalty.
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