Management Performance in Muslim-Friendly Hotels: The Role of Service Quality and Customer Satisfaction

Abstract

This paper is an investigation on the impact of service quality on customer satisfaction in Jakarta Shariah-compliant hotels. A quantitative methodology was applied to capture information of 112 guests, and the gathered data was analysed using SMART PLS along with reliability test, correlation test and regression test. Findings indicate that there is significant effect of all the five SERVQUAL dimensions (tangibility, reliability, responsiveness, assurance and empathy) on satisfaction with reliability and assurance as the strongest predictors (p < 0.05). According to a regression analysis, 72 percent of the variance of service quality explain satisfaction (R² = 0.72). The results point to the parameter of developing the Shariah-based services and standards of services and professionals to increase the guest satisfaction and the competitiveness of the halal hospitality industry in Jakarta.