Pengaruh Restorative Environment, Short-Stay Environment, dan Digital Convenience terhadap Guest Satisfaction: Analisis Model Struktural pada Hotel Transit di Bogor
DOI:
https://doi.org/10.54082/jupin.2303Kata Kunci:
restorative environment, short-stay environment, digital convenience, guest satisfactionAbstrak
Penelitian ini bertujuan untuk menganalisis pengaruh restorative environment, short-stay environment, dan digital convenience terhadap guest satisfaction dalam industri perhotelan. Penelitian sebelumnya umumnya mengkaji faktor lingkungan fisik dan teknologi layanan secara terpisah, sehingga belum memberikan pemahaman yang komprehensif mengenai bagaimana aspek psikologis, kualitas lingkungan short-stay, dan kemudahan digital secara bersama-sama membentuk kepuasan tamu, khususnya dalam konteks hotel transit. Oleh karena itu, kebaruan penelitian ini terletak pada pengembangan dan pengujian empiris model struktural terintegrasi yang menggabungkan ketiga konstruk tersebut dalam satu kerangka analitis. Dengan demikian, penelitian ini mengisi kesenjangan literatur dengan menyediakan bukti empiris mengenai pengaruh simultan ketiga faktor tersebut terhadap kepuasan tamu pada hotel transit di Bogor. Penelitian ini menggunakan pendekatan kuantitatif eksplanatori melalui survei cross-sectional terhadap 164 tamu hotel berusia ≥18 tahun di Citra Cikopo Hotel and Family Cottages, Bogor, yang dipilih menggunakan teknik purposive sampling. Data dianalisis menggunakan metode Partial Least Squares–Structural Equation Modeling (PLS-SEM) dengan bantuan perangkat lunak SmartPLS 3.0. Hasil penelitian menunjukkan bahwa restorative environment, short-stay environment, dan digital convenience berpengaruh positif dan signifikan terhadap guest satisfaction. Model penelitian memiliki daya jelaskan yang kuat dengan nilai R² sebesar 0,643, yang berarti 64,3% variasi guest satisfaction dapat dijelaskan oleh ketiga variabel tersebut. Temuan ini memperkaya literatur manajemen perhotelan melalui pendekatan multidimensional yang mengintegrasikan aspek psikologis, kualitas lingkungan fisik, dan teknologi layanan dalam konteks hotel transit, serta memberikan implikasi strategis bagi pengelola hotel dalam merancang pengalaman menginap yang holistik guna meningkatkan kepuasan tamu.
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