CUSTOMER EXPERIENCE, SATISFACTION, AND SERVICE QUALITY OF LUXURY HOTELS IN BALI

• Main Author: Valeda Mirabel, Aurellia
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/39002
• Institution: Institut Teknologi Bandung

The tourism sector of Indonesia is flourishing .Bali has the biggest proportion of tourists compared to other province in Indonesia, thus making Bali as the most prosperous tourism in Indonesia . This is indicated with a total growth in foreign and domestic arrival of 12,92 percent from 2017 until 2018 . The favorable condition of Bali creates a suitable business environment for hotel industry . One of many types of hotels that exist in Bali is luxury hotels. Luxury hotels are hotels that provide a more premium or luxurious aspects compared to non-luxury hotels. The industry of luxury hotel is having a significant growth these years . The luxury hotels is a promising industry with a more premium and indulging experience being offered to the customer . There are abundant amount of luxury hotels varying from different concepts and locations through in Bali .With the popularity of luxury hotel , thus there is an urge to determine on how the customer experience, customer satisfaction and service quality in these hotels as there are limited literature that supports this topic . The method that will be used is exploratory sequential and will be calculated using SMARTPLS . The researcher collects data using interview and survey to validate . The data provides a broad perspective from luxury hotel managers & experts and customer as well . The result of this research will hopefully enhancing the importance of customer experience , customer satisfaction and service quality for hoteliers and other stakeholder in developing luxury hotel .