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The Effect of Room Service, Comfort, and Reservation Process on The Performance Dimension Evaluation: The Case of Grand Mercure Hotel Gajah Mada Jakarta
Abstract
As Indonesian hospitality market is growing, Indonesian customer preferences need to be understood more deeply by hotels to stay competitive. This research aims to examine the relationship between room service, room comfort, and reservation process factors to the performance of in-room dining, front office service, room amenities, hotel access and safety. Survey method was employed in this study, consisting of offline surveys distributed to the individuals who have stayed in one of the prominent hotels in Jakarta. The results indicated that room service does have a direct linear relationship on the performance of in-room dining, but room service does not have a direct linear relationship to the room amenities and hotel access and safety. Room comfort was shown to have a direct linear effect on the performance of in-room dining, room amenities, hotel access and safety. On the other hand, reservation process does have a direct linear effect on the performance of front office service as well as to the room amenities and hotel access and safety.
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