IDENTIFICATION OF HOTEL ROOM NEEDS IN CREATING GUEST SATISFACTION AND SUSTAINABLE MANAGEMENT
-
Fitri Dwi Kusumawati(1)
Hotel Management, Sekolah Tinggi Pariwisata AMPTA Yogyakarta
-
Agung Sulistyo(2*)
Doctor Management Program, Universitas Muhammadiyah Yogyakarta / Hotel Program, Sekolah Tinggi Pariwisata Ambarrukmo Yogyakarta
-
Yuli Arisanti(3)
Hotel Program, Sekolah Tinggi Pariwisata Ambarrukmo Yogyakarta
(*) Corresponding Author
Keywords:
Hotel, Security, Cleanliness, Communication, Consumer Behavior
Abstract
The role of tourism is to change negative feelings into positive ones. Various activities carried out by tourists must lead to satisfaction and comfort. One business that plays an important role in supporting tourism is the hotel industry. The hotel industry offers a wide range of facilities and attractions to ensure guest satisfaction. However, some hotel guests experience dissatisfaction. Several technical problems become negative assessments from guests. This study identifies the need for hotel rooms to support guest activities and create sustainable management. Exploratory qualitative design is combined with triangulation, observation, and interviews. The focus of the study is directed toward the needs of guest accommodation services. This study uses several samples of comments from various media platforms, filtered through the keyword "room." The Miles Huberman method is used in conjunction with triangulation to eliminate biased opinions and enhance the research. This study produces guest experiences based on product and service quality. Furthermore, this study delivers a model for managing hotel rooms that prioritizes safety, comfort, facilities, and communication.
Keywords: Hotel; Security; Cleanliness; Communication; Consumer Behavior
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References
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Ghaderi, Z., Hatamifar, P., & Khalilzadeh, J. (2018). Analysis of tourist satisfaction in tourism supply chain management. Anatolia: An International Journal of Tourism and Hospitality Research, 1–12.
https://doi.org/10.1080/13032917.2018.1439074
Ghanem, J. (2017). Conceptualizing “the Tourist”: A critical review of UNWTO definition.
Jafari, K., Özduran, A., & Saydam, M. B. (2023). Hospitality and tourism industry amid COVID-19 pandemic: Voices from small Mediterranean town. International Hospitality Review, 37(2), 243–264. https://doi.org/10.1108/IHR-07-2021-0054
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Setya, A. D., Sulistyo, A., & Christiatmani, M. (2024). Optimalisasi Layanan Guest Service Center Dalam Menciptakan Kepuasan Tamu (Studi Pada Gumaya Tower Hotel Semarang). Jurnal Manajemen Diversifikasi, 4(2).
https://doi.org/10.24127/diversifikasi.v4i2.5465
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Sciences (AHMS 2020). International Conference on Health and Medical Sciences (AHMS 2020), Yogyakarta, Indonesia. https://doi.org/10.2991/ahsr.k.210127.044
Sulistyo, A., Danella, D., & Susiyanto, S. (2023). Application of the Concept of Diffusion of Innovations in Tourism Support Business Sustainability (Study at Loempia Lanny Semarang. Journal Majalah Bisnis & IPTEK, 16(1), 82–96. https://doi.org/10.55208/bistek.v16i1.364
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https://doi.org/10.1080/10225706.2021.1894462
Alhouti, S., Wright, S. A., & Baker, T. L. (2021). Customers need to relate: The conditional warm glow effect of CSR on negative customer experiences. Journal of Business Research, 124, 240–253. https://doi.org/10.1016/j.jbusres.2020.11.047
Almeida, S., & Campos, A. C. (2021). New avenues for business competitiveness: The case of a community of practice in the hotel sector. International Journal of Culture, Tourism, and Hospitality Research. Scopus. https://doi.org/10.1108/IJCTHR-12-2020-0285
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Al‐Msallam, S. (2020). The impact of tourists’ emotions on satisfaction and destination loyalty – an integrative moderated mediation model: Tourists’ experience in Switzerland. Journal of Hospitality and Tourism Insights, 3(5), 509–528. https://doi.org/10.1108/JHTI-11-2019-0126
Andrade, J., & Sobata, M. F. (2020). Most important contents in travel blogs: A perspective from Brazilian tourists. International Conference on Tourism, Technology and Systems, ICOTTS 2019, 171, 77–91. https://doi.org/10.1007/978-981-15-2024-2_8
Anuvareepong, S. (2017). The assessment of hospitality and tourism SMEs awareness on the use of mobile technology and Internet services—A case study of hotel businesses in Thailand. 350–355. https://doi.org/10.1109/ICSITech.2016.7852661
Arrigo, E. (2018). Social media marketing in luxury brands: A systematic literature review and implications for management research. Management Research Review, 41(6), 657–679. https://doi.org/10.1108/MRR-04-2017-0134
Asmelash, A. G., & Kumar, S. (2020). Tourist satisfaction-loyalty Nexus in Tigrai, Ethiopia: Implication for sustainable tourism development. Cogent Business & Management, 7(1), 1836750.
Aydin, G. (2020). Social media engagement and organic post effectiveness: A roadmap for increasing the effectiveness of social media use in hospitality industry. Journal of Hospitality Marketing and Management, 29(1), 1–21.
https://doi.org/10.1080/19368623.2019.1588824
Barbierato, E., Bernetti, I., & Capecchi, I. (2022). Analyzing TripAdvisor reviews of wine tours: An approach based on text mining and sentiment analysis. International Journal of Wine Business Research, 34(2), 212–236.
https://doi.org/10.1108/IJWBR-04-2021-0025
Barrera-Barrera, R. (2023). Identifying the attributes of consumer experience in Michelin-starred restaurants: A text-mining analysis of online customer reviews. British Food Journal, 125(13), 579–598. https://doi.org/10.1108/BFJ-05-2023-0408
Biswas, C., Deb, S. K., Hasan, A. A.-T., & Khandakar, Md. S. A. (2021). Mediating Effect of Tourists’ Emotional Involvement on The Relationship Between Destination Attributes and Tourist Satisfaction. Journal of Hospitality and Tourism Insights, 4(4), 490–510. https://doi.org/10.1108/JHTI-05-2020-0075
BPS. (2025). Statistik Indonesia 2025 (Vol. 53).
https://www.bps.go.id/id/publication/2025/02/28/8cfe1a589ad3693396d3db9f/statistical-yearbook-of-indonesia-2025.html
Caraivan, L. (2017). Digital tourism: A review of trends in promoting tourism activities. Quaestus, 11, 159.
Chatibura, D. M. (2020). Travellers’ top comments during the COVID-19 pandemic in Botswana. Research in Hospitality Management, 10(2), 123–130.
https://doi.org/10.1080/22243534.2020.1869462
Creswell, J. W., & Creswell, J. D. (2018). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (Fifth Edition). SAGE Publications, Inc.
Decrop, A. (1999). Triangulation in qualitative tourism research. Tourism Management, 20(1), 157–161. https://doi.org/10.1016/S0261-5177(98)00102-2
Della Corte, V., Del Gaudio, G., Sepe, F., & Sciarelli, F. (2019). Sustainable tourism in the open innovation realm: A bibliometric analysis. Sustainability (Switzerland), 11(21). https://doi.org/10.3390/su11216114
Diéguez-Castrillón, M. I., Gueimonde-Canto, A., & Rodríguez-López, N. (2022). Sustainability indicators for tourism destinations: Bibliometric analysis and proposed research agenda. Environment, Development and Sustainability, 24(10), 11548–11575. Scopus. https://doi.org/10.1007/s10668-021-01951-7
Do, T. T. M. D., & Pereira, L. N. (2023). Understanding Vietnamese consumers’ perception and word-of-mouth intentions towards Airbnb. Journal of Hospitality and Tourism Technology, 14(2), 83–101. https://doi.org/10.1108/JHTT-12-2020-0321
Dominique-Ferreira, S., & Antunes, C. (2020). Estimating The Price Range and The Effect of Price Bundling Strategies: An Application to The Hotel Sector. European Journal of Management and Business Economics, 29(2), 166–181. https://doi.org/10.1108/EJMBE-04-2019-0066
Febriansyach, B., Sulistyo, A., Christiatmani, M., Mahanani, S., Djamil, & Buchori, A. (2024). Bellboy’s Role In Creating Guest Satisfaction At The Royal Ambarrukmo Hotel Yogyakarta. Jurnal Inspirasi Ekonomi, 6(1), 26–39.
https://doi.org/10.32938/ie.v6i1.6377
Fissi, S., Romolini, A., & Gori, E. (2020). Building a business model for a new form of hospitality: The albergo diffuso. International Journal of Contemporary Hospitality Management, 32(1), 307–323. https://doi.org/10.1108/IJCHM-01-2019-0047
Ghaderi, Z., Hatamifar, P., & Khalilzadeh, J. (2018). Analysis of tourist satisfaction in tourism supply chain management. Anatolia: An International Journal of Tourism and Hospitality Research, 1–12.
https://doi.org/10.1080/13032917.2018.1439074
Ghanem, J. (2017). Conceptualizing “the Tourist”: A critical review of UNWTO definition.
Jafari, K., Özduran, A., & Saydam, M. B. (2023). Hospitality and tourism industry amid COVID-19 pandemic: Voices from small Mediterranean town. International Hospitality Review, 37(2), 243–264. https://doi.org/10.1108/IHR-07-2021-0054
Khoo, K. L. (2022). A study of service quality, corporate image, customer satisfaction, revisit intention and word-of-mouth: Evidence from the KTV industry. PSU Research Review, 6(2), 105–119. https://doi.org/10.1108/PRR-08-2019-0029
Kotler, P., & Armstrong, G. (2018). Principles of Marketing 17th Global Edition.
Kusumawati, F. D., & Sulistyo, A. (2024). Optimalisasi Green Human Resource Management Dalam Meningkatkan Kinerja Pengelolaan Bisnis Perhotelan (Sebuah Studi Literature). Jurnal Manajemen Diversifikasi, 4(2), 519–536. https://doi.org/10.24127/diversifikasi.v4i2.5537
Maslow, A. H. (1954). Motivation and personality. Harper & Row Publisher.
Miles, M. B., & Huberman, A. M. (1994). Qualitative Data Analysis: An Expanded Sourcebook (2nd ed.). SAGE Publications, Inc.
https://vivauniversity.files.wordpress.com/2013/11/milesandhuberman1994.pdf
Mölk, A., Auer, M., & Peters, M. (2022). Radicalization and attenuation in the construction of tourism employment images: A multi-level frame analysis. International Journal of Contemporary Hospitality Management, 34(2), 457–481. https://doi.org/10.1108/IJCHM-12-2020-1490
Montargot, N., Kallmuenzer, A., & Kraus, S. (2022). Haute cuisine three-star restaurants’ representation on websites and dining guides: A lexicometric analysis. International Journal of Contemporary Hospitality Management, 34(9), 3376–3393. https://doi.org/10.1108/IJCHM-07-2021-0851
Myat, A. A., Sharkasi, N., & Rajasekera, J. (2019). Myanmar’s tourism: Sustainability of ICT to support hotel sector for online booking and digital marketing. Benchmarking. https://doi.org/10.1108/BIJ-07-2017-0200
Polo Peña, A. I., Andrews, H., & Morales Fernández, V. (2023). Can online travel agencies contribute to the recovery of the tourism activity after a health crisis? Journal of Humanities and Applied Social Sciences, 5(4), 271–292.
https://doi.org/10.1108/JHASS-12-2022-0171
Romero, I., Fernández-Serrano, J., & Cáceres-Carrasco, R. (2024). Technological capabilities and global value chains: Insights from Spanish SMEs in the hotel industry. Journal of Hospitality and Tourism Insights, 7(1), 583–601. https://doi.org/10.1108/JHTI-08-2022-0362
Setya, A. D., Sulistyo, A., & Christiatmani, M. (2024). Optimalisasi Layanan Guest Service Center Dalam Menciptakan Kepuasan Tamu (Studi Pada Gumaya Tower Hotel Semarang). Jurnal Manajemen Diversifikasi, 4(2).
https://doi.org/10.24127/diversifikasi.v4i2.5465
Streimikiene, D., Svagzdiene, B., Jasinskas, E., & Simanavicius, A. (2021). Sustainable Tourism Development and Competitiveness: The Systematic Literature Review. Sustainable Development, 29(1), 259–271. https://doi.org/10.1002/sd.2133
Sulistyo, A. (2021). Sme’s Strategy in Creating Sustainable Business During Covid-19 Towards the New Normal Era Based on Marketing Mix Perspective: Proceedings of the International Conference on Health and Medical
Sciences (AHMS 2020). International Conference on Health and Medical Sciences (AHMS 2020), Yogyakarta, Indonesia. https://doi.org/10.2991/ahsr.k.210127.044
Sulistyo, A., Danella, D., & Susiyanto, S. (2023). Application of the Concept of Diffusion of Innovations in Tourism Support Business Sustainability (Study at Loempia Lanny Semarang. Journal Majalah Bisnis & IPTEK, 16(1), 82–96. https://doi.org/10.55208/bistek.v16i1.364
Sulistyo, A., Suhartapa, & Annisa, R. N. (2022). Pengaruh Narasi Produk Dan Foto Produk Terhadap Presepsi Kualitas Dan Minat Beli Wisatawan Melalui Portal Digital Agoda. Jurnal Riset Manajemen Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha Program Magister Manajemen, 9 No 2, 18–38.
https://doi.org/10.32477/jrm.v9i2.455
Yudiandri, T. E., & Sulistyo, A. (2022). Sustainable Tourism Management Through The Concept Of Baldrige Criteria. Journal of Research on Business and Tourism, 2(2), 78–94. https://doi.org/10.37535/104002220221
Published
2025-11-02
How to Cite
Kusumawati, F., Sulistyo, A., & Arisanti, Y. (2025). IDENTIFICATION OF HOTEL ROOM NEEDS IN CREATING GUEST SATISFACTION AND SUSTAINABLE MANAGEMENT. Journal of Management : Small and Medium Enterprises (SMEs), 18(3), 1747-1759. https://doi.org/10.35508/jom.v18i3.21478
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