Report on Satisfaction Level toward Hotel Services in Indonesia 2014

Report on Satisfaction Level

toward Hotel Services

August 2014

Table of content

A. Research Background

B. Research Design

C. Respondents Profile

D. Key Findings

E. Detail Findings

1. Respondents’ Hotel Stay Experience

2. Respondents’ Purchase Motive / Importance Level

3. Respondents’ Satisfaction toward Hotel Services Quality

3.1 Hospitality

3.2 Accommodation

3.3 Food and Beverage

3.4 Supplementary Services & Entertainment

3.5 Hotel Appearance

3.6 Pricing and Payment Mode

3.7 Value Added Services

4. Overall Customer Satisfaction and Loyalty Effect

2

A. Research background

Travel, tourism and leisure industry are considered as the fastest-growing sectors in the global economy

and is expected to rise in the future. With this, Indonesia has a great potential in the such hospitality

industry as Hotel, considering the increasing number of tourists in Indonesia over time.

Thus, the Hotel business player need to know the strategic benefits of the investment made in Hotel

services improvement.

The survey is conducted focus on following points:

■ Respondents’ Hotel Stay Experience

Know the Respondents’ last experience in 6 months when staying at a Hotel in term of their preferences of Hotel choices,

Booking or reservation method and consideration when choosing a Hotel.

■ Respondents’ Purchase Motive / Importance Level

To capture the key factors that influence their eventual choice of a particular Hotel and to know the Hotel services that

have influence over their level of interest.

■ Respondents’ Satisfaction toward Hotel Services QualityTo find out how factors affect the Hotel guests’ satisfaction on Hotel Services quality

To know Hotel guest’s satisfaction and loyalty effect by Hotel Areas

B. Research design

Research Method Online Research

Fieldwork Period August 2014

Research Area Indonesia (Nationwide)

Respondent Criteria Male and Female aged 17 and above

Stayed in a Hotel in Indonesia in the recent 6 months

Sample Size 417 samples

Number of Questions 6 Screening questions and 18 main questions (Hotel Satisfaction Attributes)

Survey Content Screening

Gender, Age, Occupation, Monthly Housesold Expenditure, Public services used in the recent 6

months and Hotel location

Main Study

City of Hotel, Hotel Brands, Occassion, Length of Stay, Hotel Room type, Hotel Room Fee,

Booking or Reservation methods, Online Travel site used, Considerations when choosing Hotel,

The importance level of hotel facilities, Level of Agreement towards some of Hotel satisfaction

attributes (Hospitality, Accommodation, Food and Beverage, Suplementary Services,

Recreation and Entertainment, Appearance and Location, Pricing and Payment Mode,

Innovation and Value Added Services) and Guests’ Overall Satisfaction Level.

4

C. Respondent profile

■Gender

■Employment Status

■Age

■Monthly household Expenses

5

55.4

44.6

Male

Female

27.6

21.619.4

31.417 - 24 years old

25 - 29 years old

30 -34 years old

35 years old andabove

23.7

53.7

22.5SEC C: Rp. 1.500.001- 2.000.000 (Code 3)

SEC B: Rp. 2.000.001- Rp. 5.000.000(Code 4 ~ 6)

SEC A: Rp. 5.000.001and above (Code 7 ~8)

3.8 2.2

40.5

9.8 10.3

0.2

12.5

1.97.9

3.10.0 0.5

6.01.2

0

10

20

30

40

50

D. Key findings

■ Respondents’ Hotel Stay Experience (1)

Preferences on Hotel choices

There are quite significant differences among Hotel location. There are 21.1% of the respondents who stayed at a Hotel in Jakarta, followed by 15.8% who stayed in Yogyakarta and 12.2% in Bali. The top three Hotel brands the respondents stayed at in the last 6 months are Novotel, Ibis and Amaris which account for 11.5%, 11.0% and 6.5%, respectively.

Hotel Stay Experience in the Last 6 months

The Hotel Stay is dominated by guests who were in their leisure travel (shopping / culinary traveling) and corporate / business trip, which account for 37.2% and 33.3% respectively. There are 44.4% respondents aged 30 – 34 years old who were in business trip when staying at a Hotel. Moreover, there are 60.8% of the respondents stayed in Bali Hotel were on their leisure travel.

There are 78.4% of respondents who stayed at a hotel for 1 – 3 nights, whereas 16.8% stayed for 4 – 6 nights. 35.3% respondents who stayed at Hotel in Bali spent up to 4 – 6 nights.

With regard to the Hotel room type, there are 40.5% of respondents who spent the nights in Double Hotel Room (for two guests with double bed), whereas 20.1% of the respondents had Hotel stay experience in Single Room (room for one guest with single bed).

Spending the nights in a Hotel last time in 6 months, 23.5% of the respondents paid IDR 300,001 – 500,000 per room per night. And, there are 23.3% of the surveyed respondents who booked a room for IDR 500,001 – 700,000 per room per night.

Moreover, there are 26.3% respondents with SEC C spent IDR 100,001 – 300,000 for a Hotel room they have booked last time within the last 6 months.

6

D. Key findings

■ Respondents’ Purchase Motive / Importance Level

The importance level shows that Gym/Fitness, Spa/Sauna, Business Facilities, Playground, Babby sitting service, Tour guide facility, and Pets Allowed in a Hotel will require monitoring and management.

Booking / Reservation Method

The most preferred Hotel booking / reservation method is Direct Reservation / booking in the chosen Hotel, where there are 52.5% of the respondents who booked a Hotel room directly. Reservation through Travel Agency (21.6%) is quite popular method among Bali Hotel stayer.

Among the respondents who booked a Hotel room through Online travel site, Agoda is the most widely used/accessed travel site.

40.5% of the Hotel guests booked their Hotel room through Agoda, followed by Booking.com (18.9%) and Tiket.com (10.8%).

Respondents’ Consideration when choosing a Hotel

Location, Price, Facility, Cleanliness, and Hotel staff services are among the top five considerations when choosing a Hotel, which accounts for 76.5%, 69.8%, 67.6%, 65.0% and 49.4% respectively. Moreover, categorized by SEC Class, 77.7% of the respondents with monthly household expenditure of IDR 5,000,001 and above (SEC A) chose Hotel Facility as their main consideration when choosing a Hotel.

■ Respondents’ Hotel Stay Experience (2)

D. Key findings

8

■ Respondents’ Satisfaction toward Hotel Services Quality

Customer Satisfaction and Loyalty Effect by Hotel Areas

Hotel Area who score in the ‘Zone of Indifference’ have customers/hotel guests who are not too loyal because they are vulnerable to other Hotels (competitors) who can push their overall guests satisfaction scores higher. Those customers are provided with many Hotel choices that have same service offering.

Customer Satisfaction Grid

Opportunities for Improvement: The grid below suggests that Hospitality service in a Hotel are perceived to be very important to respondents, but performance levels are fairly low. This suggests that improvement efforts for delivering betterservice should be concentrated here.

High Quality: Attributes placed in this quadrant such as Accomodation, Food and Beverage, Appearance and Location, and Pricing and payment Mode are perceived to be very important to respondents, and at the same time, the Hotel seems to have high levels of performance in these services being offered by a Hotel.

E. Detail findings





9

Hotel Location

The chart below give information about the Hotel location the respondents stayed at in the last 6 months. It can be seen that there are quite significant differences among Hotel location. There are 21.1% of the respondents who stayed at a Hotel in Jakarta, followed by 15.8% who stayed in Yogyakarta and 12.2% in Bali.

Q. Please tell us in what city did you stay at a Hotel within the last 6 months. [SA]

10

nJakarta Bandung Padang Lampung Batam Bogor Bali Balikpapan Manado Makassar Surabaya Medan Palembang Papua Yogyakarta Others

Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per.

Total 417 21.1 11.5 1.2 1.4 1.0 1.9 12.2 1.7 0.7 1.9 11.8 3.4 0.5 0.2 15.8 13.7

BD 01: Gender

Male 231 20.3 11.7 1.3 1.7 0.9 1.7 12.1 1.3 0.4 2.6 13.4 3.5 0.4 0.4 14.3 13.9

Female 186 22.0 11.3 1.1 1.1 1.1 2.2 12.4 2.2 1.1 1.1 9.7 3.2 0.5 0.0 17.7 13.4

BD 02: Age Group

17 - 24 years old 115 18.3 9.6 0.9 1.7 0.9 3.5 13.0 1.7 0.0 3.5 13.0 3.5 0.0 0.9 15.7 13.9

25 - 29 years old 90 16.7 11.1 2.2 2.2 1.1 2.2 12.2 1.1 1.1 1.1 7.8 2.2 1.1 0.0 17.8 20.0

30 - 34 years old 81 30.9 12.3 0.0 0.0 0.0 2.5 13.6 2.5 1.2 0.0 12.3 4.9 0.0 0.0 8.6 11.1

35 years old and above 131 20.6 13.0 1.5 1.5 1.5 0.0 10.7 1.5 0.8 2.3 13.0 3.1 0.8 0.0 19.1 10.7

BD 03: MHE

SEC C (IDR 1.5mill - 2 mill) 99 14.1 10.1 1.0 3.0 0.0 1.0 9.1 1.0 0.0 4.0 15.2 1.0 0.0 0.0 18.2 22.2

SEC B (IDR 2mill - 5 mill) 224 21.0 10.7 1.3 0.9 1.8 2.2 13.4 2.2 0.9 1.3 11.2 5.4 0.9 0.4 15.2 11.2

SEC A (IDR 5mill and above) 94 28.7 14.9 1.1 1.1 0.0 2.1 12.8 1.1 1.1 1.1 9.6 1.1 0.0 0.0 14.9 10.6

BD 04: Hotel Location

Jakarta 88 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

Bandung 48 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

Bali 51 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

Surabaya 49 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0

Yogyakarta 66 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0

Others 115 0.0 0.0 4.3 5.2 3.5 7.0 0.0 6.1 2.6 7.0 0.0 12.2 1.7 0.9 0.0 49.6

21.1

11.5

1.2 1.4 1.0 1.9

12.2

1.7 0.7 1.9

11.8

3.4 0.5 0.2

15.8 13.7

0

10

20

30

40

Percentage of 10% higher than the Total

Hotel Brand

The top three Hotel brands the respondents stayed at in the last 6 months are Novotel, Ibis and Amaris which account for 11.5%, 11.0% and 6.5%, respectively.

Q. Please tell us what is the brand of Hotel you stay at within the last 6 months? [SA]

11

Percentage of 10% higher than the Totaln

All Seasons

(Ibis Style)Fave Hotel Ibis Amaris

Hotel by

MarriottSheraton Novotel Others

Per. Per. Per. Per. Per. Per. Per. Per.

Total 417 1.7 1.9 11.0 6.5 2.4 3.6 11.5 61.4

BD 01: Gender

Male 231 2.6 1.7 9.5 7.8 1.7 3.9 11.7 61.0

Female 186 0.5 2.2 12.9 4.8 3.2 3.2 11.3 61.8

BD 02: Age Group

17 - 24 years old 115 4.3 1.7 7.8 2.6 0.9 3.5 12.2 67.0

25 - 29 years old 90 0.0 3.3 17.8 3.3 5.6 2.2 7.8 60.0

30 - 34 years old 81 2.5 3.7 7.4 13.6 3.7 4.9 8.6 55.6

35 years old and above 131 0.0 0.0 11.5 7.6 0.8 3.8 15.3 61.1

BD 03: Monthly household expenditure

SEC C (IDR 1.5mill - 2 mill) 99 1.0 2.0 12.1 6.1 0.0 5.1 14.1 59.6

SEC B (IDR 2mill - 5 mill) 224 2.2 2.2 10.7 7.6 3.6 2.7 10.7 60.3

SEC A (IDR 5mill and above) 94 1.1 1.1 10.6 4.3 2.1 4.3 10.6 66.0


Jakarta 88 3.4 1.1 11.4 9.1 3.4 4.5 11.4 55.7

Bandung 48 2.1 4.2 14.6 6.3 0.0 4.2 16.7 52.1

Bali 51 3.9 3.9 3.9 5.9 2.0 5.9 5.9 68.6

Surabaya 49 0.0 2.0 16.3 8.2 6.1 6.1 6.1 55.1

Yogyakarta 66 1.5 3.0 19.7 4.5 0.0 0.0 19.7 51.5

Others 115 0.0 0.0 5.2 5.2 2.6 2.6 9.6 74.8

1.7 1.911.0 6.5 2.4 3.6

11.5

61.4

0

20

40

60

80

Hotel Stay Occasion

• The chart below give information on the respondents’ occasion when having a Hotel stay last time in recent 6 months. The Hotel Stay is dominated by guests who were in their leisure travel (shopping / culinary traveling) and corporate / business trip, which account for 37.2% and 33.3% respectively.

• It can also be clearly seen that there are 44.4% respondents aged 30 – 34 years old who were in business trip when staying at a Hotel.• Moreover, there are 60.8% of the respondents stayed in Bali Hotel were on their leisure travel.

Q. Please tell us on what occasion did you stay at a Hotel last time? [SA]

12

nCorporate/

business trip

Leisure travel /

shopping /

Culinary

Travelling

Family holidays

(visited family

members)

Adventure

Holiday

(climbing,

camping,

diving, etc)

Honey moon

Travel

For Health

Check-up in

Indonesia

Study Tour for

cultural visit

Attended music

concert

Attended

wedding partyOthers

Per. Per. Per. Per. Per. Per. Per. Per. Per. Per.

Total 417 33.3 37.2 6.5 2.2 2.6 0.2 1.7 1.4 8.6 6.2BD 01: Gender

Male 231 39.8 32.9 5.6 3.0 2.6 0.0 0.9 1.3 7.8 6.1

Female 186 25.3 42.5 7.5 1.1 2.7 0.5 2.7 1.6 9.7 6.5

BD 02: Age Group

17 - 24 years old 115 19.1 36.5 10.4 6.1 1.7 0.9 6.1 4.3 11.3 3.5

25 - 29 years old 90 28.9 42.2 6.7 2.2 7.8 0.0 0.0 1.1 3.3 7.8

30 - 34 years old 81 44.4 38.3 1.2 0.0 1.2 0.0 0.0 0.0 6.2 8.6

35 years old and above 131 42.0 33.6 6.1 0.0 0.8 0.0 0.0 0.0 11.5 6.1

BD 03: MHE

SEC C (IDR 1.5mill - 2 mill) 99 26.3 37.4 8.1 3.0 3.0 0.0 5.1 2.0 7.1 8.1

SEC B (IDR 2mill - 5 mill) 224 35.3 36.2 6.3 2.2 2.7 0.4 0.9 0.9 8.9 6.3

SEC A (IDR 5mill and above) 94 36.2 39.4 5.3 1.1 2.1 0.0 0.0 2.1 9.6 4.3


Jakarta 88 37.5 28.4 1.1 2.3 2.3 0.0 0.0 2.3 18.2 8.0

Bandung 48 20.8 50.0 6.3 2.1 6.3 0.0 0.0 0.0 10.4 4.2

Bali 51 13.7 60.8 7.8 0.0 0.0 0.0 7.8 3.9 3.9 2.0

Surabaya 49 44.9 24.5 8.2 0.0 2.0 2.0 4.1 2.0 6.1 6.1

Yogyakarta 66 30.3 54.5 4.5 4.5 1.5 0.0 0.0 0.0 3.0 1.5

Others 115 40.9 23.5 10.4 2.6 3.5 0.0 0.9 0.9 7.0 10.4

33.3 37.2

6.52.2 2.6 0.2 1.7 1.4

8.6 6.2

0

10

20

30

40


Length of Hotel Stay

• There are 78.4% of respondents who stayed at a hotel for 1 – 3 nights, whereas 16.8% stayed for 4 – 6 nights.

• This is also clear that 35.3% respondents who stayed at Hotel in Bali spent up to 4 – 6 nights.

Q. Please tell us how many nights did you stay at a hotel last time? [SA]

13

n1 - 3 nights 4 - 6 nights 7 - 9 nights 10 - 12 nights 13 - 15 nights

More than 15

nights

Per. Per. Per. Per. Per. Per.

Total 417 78.4 16.8 3.8 0.7 0.2 0.0

BD 01: Gender

Male 231 74.5 19.9 4.3 1.3 0.0 0.0

Female 186 83.3 12.9 3.2 0.0 0.5 0.0

BD 02: Age Group

17 - 24 years old 115 76.5 14.8 7.8 0.9 0.0 0.0

25 - 29 years old 90 80.0 16.7 2.2 0.0 1.1 0.0

30 - 34 years old 81 75.3 19.8 3.7 1.2 0.0 0.0

35 years old and above 131 80.9 16.8 1.5 0.8 0.0 0.0

BD 03: MHE

SEC C (IDR 1.5mill - 2 mill) 99 82.8 13.1 3.0 1.0 0.0 0.0

SEC B (IDR 2mill - 5 mill) 224 76.8 19.2 3.1 0.9 0.0 0.0

SEC A (IDR 5mill and above) 94 77.7 14.9 6.4 0.0 1.1 0.0


Jakarta 88 79.5 17.0 2.3 1.1 0.0 0.0

Bandung 48 77.1 16.7 6.3 0.0 0.0 0.0

Bali 51 54.9 35.3 5.9 2.0 2.0 0.0

Surabaya 49 79.6 16.3 4.1 0.0 0.0 0.0

Yogyakarta 66 81.8 13.6 3.0 1.5 0.0 0.0

Others 115 86.1 10.4 3.5 0.0 0.0 0.0

78.4

16.83.8 0.7 0.2 0.0

0

20

40

60

80


Type of Hotel Room

There are 40.5% of respondents who spent the nights in Double Room (for two guests with double bed), whereas 20.1% of the respondents had Hotel stay experience in Single Room (room for one guest with single bed).

Q. Please tell us which room type was the closest to your hotel room last time? [SA]

14

n

Single Room

(single bed)

Double Room

(double bed)

Twin Room

(twin bed)

Standard Room

(family room with 1

double bed and 1

single bed and

spacious room)

Superior Room

(small apartment

room with living

room, equipped

kitchen, etc)

Per. Per. Per. Per. Per.

Total 417 20.1 40.5 26.4 11.0 1.9

BD 01: Gender

Male 231 26.0 35.9 28.1 9.1 0.9

Female 186 12.9 46.2 24.2 13.4 3.2

BD 02: Age Group

17 - 24 years old 115 22.6 30.4 26.1 16.5 4.3

25 - 29 years old 90 21.1 47.8 22.2 8.9 0.0

30 - 34 years old 81 18.5 46.9 27.2 4.9 2.5

35 years old and above 131 18.3 40.5 29.0 11.5 0.8

BD 03: MHE

SEC C (IDR 1.5mill - 2 mill) 99 20.2 35.4 31.3 12.1 1.0

SEC B (IDR 2mill - 5 mill) 224 22.8 43.3 24.6 8.5 0.9

SEC A (IDR 5mill and above) 94 13.8 39.4 25.5 16.0 5.3


Jakarta 88 21.6 43.2 26.1 5.7 3.4

Bandung 48 14.6 47.9 25.0 10.4 2.1

Bali 51 11.8 47.1 15.7 19.6 5.9

Surabaya 49 26.5 42.9 24.5 4.1 2.0

Yogyakarta 66 19.7 47.0 19.7 13.6 0.0

Others 115 22.6 27.8 36.5 13.0 0.0

20.1

40.5

26.4

11.01.9

01020304050


Hotel Room Fee

• Spending the nights in a Hotel last time in 6 months, 23.5% of the respondents paid IDR 300,001 – 500,000 per room per night. And, there are 23.3% of the surveyed respondents who booked a room for IDR 500,001 – 700,000 per room per night.

• Moreover, there are 26.3% respondents with SEC C spent IDR 100,001 – 300,000 for a Hotel room they have booked last time within the last 6 months.

Q. Please tell us the Hotel Room Fee you spent last time within the last 6 months (per room per night)? [SA]

15

n

Below

100.000

100.001 -

300.000

300.001 -

500.000

500.001 -

700.000

700.001 -

900.000

900.001 -

1.100.000

1.100.001

-

1.300.000

1.300.001

-

1.500.000

1.500.001

-

1.700.000

1.700.001

-

1.900.000

1.900.001

-

2.100.000

2.100.001

-

2.300.000

2.300.001

-

2.500.000

2.500.001

-

2.700.000

2.700.001

-

2.900.000

2.900.001

-

3.100.000

Above

3.100.000

Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per.

Total 417 0.0 13.9 23.5 23.3 13.2 6.2 6.5 3.4 2.4 1.4 1.4 0.5 0.2 0.7 0.2 0.2 2.9

BD 01: Gender

Male 231 0.0 15.6 20.3 24.7 15.2 6.1 7.8 3.5 3.0 0.9 0.9 0.0 0.0 0.4 0.4 0.4 0.9

Female 186 0.0 11.8 27.4 21.5 10.8 6.5 4.8 3.2 1.6 2.2 2.2 1.1 0.5 1.1 0.0 0.0 5.4

BD 02: Age Group

17 - 24 years old 115 0.0 22.6 23.5 14.8 9.6 7.8 6.1 3.5 2.6 0.9 1.7 0.9 0.0 0.0 0.0 0.0 6.1

25 - 29 years old 90 0.0 13.3 27.8 25.6 8.9 6.7 6.7 2.2 1.1 2.2 0.0 1.1 0.0 2.2 0.0 1.1 1.1

30 - 34 years old 81 0.0 9.9 23.5 25.9 11.1 4.9 12.3 1.2 2.5 3.7 1.2 0.0 0.0 1.2 0.0 0.0 2.5

35 years old and above 131 0.0 9.2 20.6 27.5 20.6 5.3 3.1 5.3 3.1 0.0 2.3 0.0 0.8 0.0 0.8 0.0 1.5

BD 03: MHE

SEC C (IDR 1.5mill - 2 mill) 99 0.0 26.3 30.3 19.2 7.1 3.0 7.1 0.0 1.0 1.0 1.0 0.0 0.0 0.0 0.0 0.0 4.0

SEC B (IDR 2mill - 5 mill) 224 0.0 12.9 24.1 25.4 13.4 6.3 5.4 3.6 2.7 1.3 1.8 0.4 0.0 1.3 0.0 0.4 0.9

SEC A (IDR 5mill and above) 94 0.0 3.2 14.9 22.3 19.1 9.6 8.5 6.4 3.2 2.1 1.1 1.1 1.1 0.0 1.1 0.0 6.4


Jakarta 88 0.0 8.0 23.9 18.2 17.0 9.1 10.2 1.1 0.0 5.7 3.4 0.0 0.0 0.0 1.1 0.0 2.3

Bandung 48 0.0 8.3 18.8 29.2 12.5 10.4 8.3 2.1 6.3 0.0 0.0 0.0 0.0 2.1 0.0 0.0 2.1

Bali 51 0.0 9.8 17.6 15.7 21.6 5.9 5.9 2.0 5.9 2.0 0.0 2.0 0.0 2.0 0.0 0.0 9.8

Surabaya 49 0.0 14.3 26.5 24.5 4.1 6.1 4.1 8.2 4.1 0.0 4.1 0.0 0.0 0.0 0.0 0.0 4.1

Yogyakarta 66 0.0 18.2 22.7 28.8 12.1 6.1 4.5 6.1 1.5 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

Others 115 0.0 20.0 27.0 24.3 11.3 2.6 5.2 2.6 0.9 0.0 0.9 0.9 0.9 0.9 0.0 0.9 1.7

0.0

13.9

23.5 23.3

13.2

6.2 6.53.4 2.4 1.4 1.4 0.5 0.2 0.7 0.2 0.2

2.9

0

10

20

30

Price in IDR


Booking / Reservation Method

• The most preferred Hotel booking / reservation method is Direct Reservation / booking in the chosen Hotel, where there are 52.5% of the respondents who booked a Hotel room directly.

• Reservation through Travel Agency (21.6%) is quite popular method among Bali Hotel stayer.

Q. Please tell us how did you book/reserve Hotel room last time? [SA]

16

n

Online Travel

Agent

Official Hotel

Reservation office

Through call centre

hotel room

reservation

Reservation

through Travel

Agency

Email reservation

Online reservation/

booking from the

designated hotel

Direct reservation/

bookingOthers

Per. Per. Per. Per. Per. Per. Per. Per.

Total 417 8.9 4.3 7.7 8.2 2.4 12.5 52.5 3.6

BD 01: Gender

Male 231 8.2 5.6 6.1 7.4 3.0 10.0 57.1 2.6

Female 186 9.7 2.7 9.7 9.1 1.6 15.6 46.8 4.8

BD 02: Age Group

17 - 24 years old 115 3.5 6.1 8.7 7.0 4.3 11.3 54.8 4.3

25 - 29 years old 90 8.9 5.6 11.1 4.4 1.1 13.3 53.3 2.2

30 - 34 years old 81 9.9 2.5 6.2 7.4 3.7 12.3 54.3 3.7

35 years old and above 131 13.0 3.1 5.3 12.2 0.8 13.0 48.9 3.8

BD 03: MHE

SEC C (IDR 1.5mill - 2 mill) 99 7.1 4.0 7.1 8.1 2.0 8.1 57.6 6.1

SEC B (IDR 2mill - 5 mill) 224 10.3 5.4 8.0 7.6 2.7 11.6 50.9 3.6

SEC A (IDR 5mill and above) 94 7.4 2.1 7.4 9.6 2.1 19.1 51.1 1.1


Jakarta 88 10.2 3.4 11.4 5.7 4.5 9.1 51.1 4.5

Bandung 48 12.5 10.4 12.5 6.3 0.0 20.8 35.4 2.1

Bali 51 9.8 2.0 2.0 21.6 5.9 25.5 31.4 2.0

Surabaya 49 4.1 10.2 2.0 8.2 0.0 12.2 61.2 2.0

Yogyakarta 66 13.6 0.0 12.1 10.6 3.0 16.7 43.9 0.0

Others 115 5.2 3.5 5.2 3.5 0.9 3.5 71.3 7.0

8.9 4.3 7.7 8.22.4

12.5

52.5

3.6

0

20

40

60


Online Travel Site

• Among the respondents who booked a Hotel room through Online travel site, Agoda is the most widely used/accessed travel site.

• 40.5% of the Hotel guests booked their Hotel room through Agoda, followed by Booking.com (18.9%) and Tiket.com (10.8%).

Q. Please tell us what is the online travel site that you used to book/reserve hotel last time? [SA]

17

n

Agoda

Pegip

egi

Hote

ls.c

om

Raja

kam

ar

Bookin

g.c

om

bo

okp

an

ora

ma

.

co

m

VoucherH

ote

l

.com

Expedia

.co.id

klik

hote

l.com

Ho

telT

rave

l.com

Tik

et.c

om

acco

rho

tel.c

om

Asm

iatra

vel.c

o

new

shan

hoste

lsclu

b

pric

elin

e

Fastb

ookin

g

Hoste

lbookers

.com

Rate

sT

oG

o

Hoste

lworld

.co

m

TIC

KT

AB

Hote

lClu

b

Tra

velE

asy

World

wid

eH

o

lidays

Wego

Indonesia

Oth

ers

Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per.

Total 37 40.5 8.1 0.0 0.0 18.9 5.4 0.0 0.0 5.4 2.7 10.8 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 2.7 0.0 2.7 2.7

BD 01: Gender

Male 19 26.3 5.3 0.0 0.0 31.6 0.0 0.0 0.0 5.3 0.0 15.8 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 5.3 0.0 5.3 5.3

Female 18 55.6 11.1 0.0 0.0 5.6 11.1 0.0 0.0 5.6 5.6 5.6 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

BD 02: Age Group

17 - 24 years old 4 25.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 25.0 25.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 25.0 0.0

25 - 29 years old 8 12.5 37.5 0.0 0.0 25.0 0.0 0.0 0.0 12.5 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 12.5 0.0 0.0 0.0

30 - 34 years old 8 62.5 0.0 0.0 0.0 12.5 12.5 0.0 0.0 12.5 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

35 years old and above 17 47.1 0.0 0.0 0.0 23.5 5.9 0.0 0.0 0.0 0.0 17.6 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 5.9

BD 03: MHE

SEC C (IDR 1.5mill - 2 mill) 7 42.9 28.6 0.0 0.0 14.3 0.0 0.0 0.0 14.3 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

SEC B (IDR 2mill - 5 mill) 23 34.8 4.3 0.0 0.0 17.4 4.3 0.0 0.0 4.3 4.3 17.4 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 4.3 0.0 4.3 4.3

SEC A (IDR 5mill and above) 7 57.1 0.0 0.0 0.0 28.6 14.3 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0


Jakarta 9 33.3 0.0 0.0 0.0 22.2 11.1 0.0 0.0 11.1 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 11.1 0.0 11.1 0.0

Bandung 6 83.3 0.0 0.0 0.0 16.7 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

Bali 5 20.0 20.0 0.0 0.0 20.0 0.0 0.0 0.0 0.0 0.0 20.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 20.0

Surabaya 2 50.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 50.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

Yogyakarta 9 22.2 22.2 0.0 0.0 33.3 0.0 0.0 0.0 11.1 0.0 11.1 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

Others 6 50.0 0.0 0.0 0.0 0.0 16.7 0.0 0.0 0.0 16.7 16.7 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

40.5

8.10.0 0.0

18.9

5.40.0 0.0

5.4 2.710.8

0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 2.7 0.0 2.7 2.7

01020304050

Percentage of 10% higherthan the Total

Considerations when Choosing a Hotel

• Location, Price, Facility, Cleanliness, and Hotel staff services are among the top five considerations when choosing a Hotel, which accounts for 76.5%, 69.8%, 67.6%, 65.0% and 49.4% respectively.

• Moreover, categorized by SEC Class, 77.7% of the respondents with monthly household expenditure of IDR 5,000,001 and above (SEC A) chose Hotel Facility as their main consideration when choosing a Hotel.

Q. Please tell us which factors did you consider the most when choosing a Hotel? [MA]

18

nPrice Hotel Brand Location Facility

Public

AcessesStar Rate

Reservation

/Booking

Methods

Recommen

dationsPromotion

Hotel Staff

services

Hotel

physical

appearance

Cleanliness Others

Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per.

Total 417 69.8 20.9 76.5 67.6 36.9 25.9 24.2 39.1 30.7 49.4 29.0 65.0 1.7

BD 01: Gender

Male 231 71.9 19.0 74.9 68.0 38.1 25.5 25.5 40.3 27.3 52.8 28.1 67.5 2.2

Female 186 67.2 23.1 78.5 67.2 35.5 26.3 22.6 37.6 34.9 45.2 30.1 61.8 1.1

BD 02: Age Group

17 - 24 years old 115 67.0 21.7 73.0 70.4 34.8 26.1 18.3 37.4 27.8 47.0 30.4 57.4 1.7

25 - 29 years old 90 80.0 23.3 80.0 66.7 38.9 26.7 23.3 34.4 40.0 53.3 32.2 73.3 0.0

30 - 34 years old 81 77.8 32.1 81.5 77.8 43.2 33.3 42.0 40.7 37.0 56.8 29.6 76.5 2.5

35 years old and above 131 60.3 11.5 74.0 59.5 33.6 20.6 19.1 42.7 22.9 44.3 25.2 58.8 2.3

BD 03: MHE

SEC C (IDR 1.5mill - 2 mill) 99 69.7 22.2 74.7 60.6 35.4 16.2 21.2 32.3 36.4 46.5 18.2 61.6 3.0

SEC B (IDR 2mill - 5 mill) 224 71.9 21.4 76.3 66.5 37.5 28.1 25.9 42.0 30.4 52.7 33.9 65.6 1.3

SEC A (IDR 5mill and above) 94 64.9 18.1 78.7 77.7 37.2 30.9 23.4 39.4 25.5 44.7 28.7 67.0 1.1


Jakarta 88 69.3 18.2 77.3 67.0 34.1 31.8 29.5 36.4 34.1 45.5 25.0 71.6 0.0

Bandung 48 66.7 16.7 77.1 68.8 37.5 27.1 29.2 35.4 29.2 52.1 31.3 60.4 4.2

Bali 51 72.5 21.6 78.4 78.4 49.0 33.3 31.4 45.1 43.1 56.9 29.4 74.5 2.0

Surabaya 49 65.3 24.5 65.3 71.4 26.5 20.4 16.3 44.9 30.6 51.0 28.6 65.3 0.0

Yogyakarta 66 63.6 22.7 86.4 63.6 42.4 19.7 31.8 37.9 24.2 48.5 27.3 60.6 0.0

Others 115 75.7 21.7 73.9 63.5 34.8 23.5 13.9 38.3 27.0 47.8 32.2 60.0 3.5

69.8

20.9

76.567.6

36.925.9 24.2

39.1 30.749.4

29.0

65.0

1.70

50

100


E. Detail findings

19





Level of Importance for Swimming Pool

49.6% of the Hotel stayer said that it is [important] to stay in a Hotel that provides swimming pool facility, whereas 13.2% of the stayers said that swimming pool is not their main consideration when choosing a Hotel.

Q. Please tell us how important is the availability of the following hotel facilities that you would consider when choosing a Hotel? [Matrix SA]

20

nVery important Somewhat important Neutral

Somewhat

unimportantVery unimportant


Total 417 17.5 32.1 37.2 11.0 2.2

BD 01: Gender

Male 231 16.5 32.0 38.1 10.8 2.6

Female 186 18.8 32.3 36.0 11.3 1.6

BD 02: Age Group

17 - 24 years old 115 18.3 31.3 34.8 13.9 1.7

25 - 29 years old 90 8.9 34.4 44.4 8.9 3.3

30 - 34 years old 81 21.0 33.3 34.6 8.6 2.5


BD 03: MHE





Jakarta 88 14.8 36.4 39.8 5.7 3.4

Bandung 48 27.1 27.1 37.5 8.3 0.0

Bali 51 27.5 39.2 25.5 7.8 0.0

Surabaya 49 16.3 32.7 30.6 14.3 6.1

Yogyakarta 66 7.6 36.4 36.4 19.7 0.0

Others 115 17.4 25.2 43.5 11.3 2.6

Very important

Somewhat important

Neutral

Somewhat unimportant

Very unimportant


17.5 32.1 37.2 11.0 2.2

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Swimming Pool

Level of Importance for Internet

94.0% of the Hotel stayer said that it is [important] to stay in a Hotel that provide internet access, whereas 1.7% of the stayers said that internet access is not their main consideration when choosing a Hotel.


21


Somewhat



Total 417 77.2 16.8 4.3 1.2 0.5

BD 01: Gender

Male 231 80.5 16.0 2.6 0.0 0.9

Female 186 73.1 17.7 6.5 2.7 0.0

BD 02: Age Group

17 - 24 years old 115 78.3 16.5 3.5 1.7 0.0

25 - 29 years old 90 74.4 18.9 4.4 2.2 0.0

30 - 34 years old 81 75.3 17.3 6.2 0.0 1.2


BD 03: MHE





Jakarta 88 73.9 18.2 6.8 0.0 1.1

Bandung 48 70.8 20.8 8.3 0.0 0.0

Bali 51 76.5 21.6 2.0 0.0 0.0

Surabaya 49 81.6 14.3 2.0 2.0 0.0

Yogyakarta 66 83.3 10.6 3.0 3.0 0.0

Others 115 77.4 16.5 3.5 1.7 0.9

Very important

Somewhat important

Neutral


Very unimportant


77.2 16.8 4.31.20.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Internet

Level of Importance for Gym/Fitness

37.6% of the Hotel stayer said that it is [important] to stay in a Hotel that provides Gym/fitness facility, whereas 20.6% of the stayers said that gym/fitness is not their main consideration when choosing a Hotel.


22


Somewhat



Total 417 8.4 29.3 41.7 16.8 3.8

BD 01: Gender

Male 231 8.7 27.7 45.0 13.9 4.8

Female 186 8.1 31.2 37.6 20.4 2.7

BD 02: Age Group

17 - 24 years old 115 9.6 33.0 38.3 16.5 2.6

25 - 29 years old 90 4.4 26.7 47.8 15.6 5.6

30 - 34 years old 81 8.6 34.6 38.3 16.0 2.5


BD 03: MHE





Jakarta 88 10.2 31.8 39.8 14.8 3.4

Bandung 48 4.2 31.3 47.9 16.7 0.0

Bali 51 7.8 39.2 39.2 11.8 2.0

Surabaya 49 14.3 28.6 38.8 16.3 2.0

Yogyakarta 66 3.0 30.3 40.9 18.2 7.6

Others 115 9.6 21.7 43.5 20.0 5.2

Very important

Somewhat important

Neutral


Very unimportant


8.4 29.3 41.7 16.8 3.8

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Gym/Fitness

Level of Importance for Car Park

89.2% of the Hotel stayer said that it is [important] to stay in a Hotel that have sufficient Car Park facility, whereas 4.1% of the stayers said that car park is not their main consideration when choosing a Hotel.


23


Somewhat



Total 417 71.0 18.2 6.7 2.9 1.2

BD 01: Gender

Male 231 69.7 19.5 7.8 1.7 1.3

Female 186 72.6 16.7 5.4 4.3 1.1

BD 02: Age Group

17 - 24 years old 115 71.3 24.3 1.7 2.6 0.0

25 - 29 years old 90 74.4 14.4 7.8 3.3 0.0

30 - 34 years old 81 77.8 13.6 3.7 1.2 3.7


BD 03: MHE





Jakarta 88 70.5 12.5 9.1 4.5 3.4

Bandung 48 70.8 20.8 8.3 0.0 0.0

Bali 51 64.7 21.6 5.9 7.8 0.0

Surabaya 49 81.6 12.2 6.1 0.0 0.0

Yogyakarta 66 69.7 22.7 4.5 3.0 0.0

Others 115 70.4 20.0 6.1 1.7 1.7

Very important

Somewhat important

Neutral


Very unimportant


71.0 18.2 6.7 2.91.2

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Car Park

Level of Importance for Dry Cleaning service

66.9% of the Hotel stayer said that it is [important] to stay in a Hotel that provides Dry cleaning service facility, whereas 7.9% of the stayers said that dry cleaning service is not their main consideration when choosing a Hotel.


24


Somewhat



Total 417 36.7 30.2 25.2 6.2 1.7

BD 01: Gender

Male 231 39.0 28.1 25.5 6.1 1.3

Female 186 33.9 32.8 24.7 6.5 2.2

BD 02: Age Group

17 - 24 years old 115 39.1 31.3 22.6 4.3 2.6

25 - 29 years old 90 34.4 28.9 30.0 5.6 1.1

30 - 34 years old 81 38.3 30.9 23.5 6.2 1.2


BD 03: MHE





Jakarta 88 35.2 34.1 25.0 3.4 2.3

Bandung 48 27.1 37.5 29.2 4.2 2.1

Bali 51 37.3 25.5 25.5 5.9 5.9

Surabaya 49 51.0 24.5 18.4 6.1 0.0

Yogyakarta 66 40.9 28.8 21.2 9.1 0.0

Others 115 33.0 29.6 28.7 7.8 0.9

Very important

Somewhat important

Neutral


Very unimportant


36.7 30.2 25.2 6.2 1.7

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Dry Cleaning service

Level of Importance for Spa/Sauna

45.8% of the Hotel stayer said that it is [important] to stay in a Hotel that have Spa/sauna facility, whereas 14.6% of the stayers said that spa/sauna is not their main consideration when choosing a Hotel.


25


Somewhat



Total 417 11.8 34.1 39.6 11.3 3.4

BD 01: Gender

Male 231 10.0 30.3 44.2 11.3 4.3

Female 186 14.0 38.7 33.9 11.3 2.2

BD 02: Age Group

17 - 24 years old 115 17.4 31.3 40.0 7.8 3.5

25 - 29 years old 90 5.6 43.3 33.3 13.3 4.4

30 - 34 years old 81 13.6 35.8 38.3 9.9 2.5


BD 03: MHE





Jakarta 88 14.8 36.4 42.0 5.7 1.1

Bandung 48 10.4 39.6 41.7 8.3 0.0

Bali 51 15.7 41.2 33.3 9.8 0.0

Surabaya 49 12.2 30.6 42.9 8.2 6.1

Yogyakarta 66 10.6 31.8 33.3 21.2 3.0

Others 115 8.7 29.6 41.7 13.0 7.0

Very important

Somewhat important

Neutral


Very unimportant


11.8 34.1 39.6 11.3 3.4

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Spa/Sauna

Level of Importance for Business Facilities

57.8% of the Hotel stayer said that it is [important] to stay in Hotel that have Business facility, whereas 10.1% of the stayers said that business facility is not their main consideration when choosing a Hotel.


26


Somewhat



Total 417 25.7 32.1 32.1 8.2 1.9

BD 01: Gender

Male 231 29.4 33.8 29.4 6.1 1.3

Female 186 21.0 30.1 35.5 10.8 2.7

BD 02: Age Group

17 - 24 years old 115 29.6 33.9 30.4 3.5 2.6

25 - 29 years old 90 22.2 33.3 36.7 7.8 0.0

30 - 34 years old 81 33.3 28.4 24.7 11.1 2.5


BD 03: MHE





Jakarta 88 26.1 30.7 35.2 5.7 2.3

Bandung 48 20.8 37.5 33.3 6.3 2.1

Bali 51 21.6 33.3 33.3 5.9 5.9

Surabaya 49 28.6 32.7 30.6 8.2 0.0

Yogyakarta 66 27.3 31.8 30.3 9.1 1.5

Others 115 27.0 30.4 30.4 11.3 0.9

Very important

Somewhat important

Neutral


Very unimportant


25.7 32.1 32.1 8.2 1.9

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Business Facilities

Level of Importance for Playground

57.6% of the Hotel stayer said that it is [important] to stay in a Hotel that have Playground facility, whereas 11.8% of the stayers said that playground facility is not their main consideration when choosing a Hotel.


27


Somewhat



Total 417 24.0 33.6 30.7 8.2 3.6

BD 01: Gender

Male 231 21.2 32.9 35.9 6.1 3.9

Female 186 27.4 34.4 24.2 10.8 3.2

BD 02: Age Group

17 - 24 years old 115 22.6 30.4 32.2 10.4 4.3

25 - 29 years old 90 12.2 43.3 28.9 12.2 3.3

30 - 34 years old 81 28.4 34.6 25.9 6.2 4.9


BD 03: MHE





Jakarta 88 26.1 38.6 28.4 4.5 2.3

Bandung 48 33.3 33.3 22.9 8.3 2.1

Bali 51 33.3 35.3 19.6 5.9 5.9

Surabaya 49 18.4 32.7 36.7 4.1 8.2

Yogyakarta 66 27.3 28.8 28.8 13.6 1.5

Others 115 14.8 32.2 39.1 10.4 3.5

Very important

Somewhat important

Neutral


Very unimportant


24.0 33.6 30.7 8.2 3.6

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Playground (Family/Child Friendly)

Level of Importance for Baby sitting service

37.4% of the Hotel stayer said that it is [important] to stay in a Hotel that have Baby sitting service facility, whereas 24.2% of the stayers said that baby sitting service facility is not their main consideration when choosing a Hotel.


28


Somewhat



Total 417 13.4 24.0 38.4 16.8 7.4

BD 01: Gender

Male 231 12.1 23.8 39.0 17.3 7.8

Female 186 15.1 24.2 37.6 16.1 7.0

BD 02: Age Group

17 - 24 years old 115 16.5 27.8 34.8 10.4 10.4

25 - 29 years old 90 10.0 32.2 35.6 18.9 3.3

30 - 34 years old 81 17.3 23.5 30.9 18.5 9.9


BD 03: MHE





Jakarta 88 12.5 28.4 35.2 19.3 4.5

Bandung 48 16.7 37.5 31.3 10.4 4.2

Bali 51 13.7 25.5 39.2 9.8 11.8

Surabaya 49 10.2 26.5 38.8 16.3 8.2

Yogyakarta 66 18.2 16.7 45.5 12.1 7.6

Others 115 11.3 17.4 39.1 23.5 8.7

Very important

Somewhat important

Neutral


Very unimportant


13.4 24.0 38.4 16.8 7.4

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Baby sitting service

Level of Importance for Restaurant/Coffee Cafe/Nightclub

83.0% of the Hotel stayer said that it is [important] to stay in Hotel that have Restaurant/coffee cafe/nightclub facility, whereas 4.3% of the stayers said that this facility is not their main consideration when choosing a Hotel.


29


Somewhat



Total 417 45.6 37.4 12.7 2.4 1.9

BD 01: Gender

Male 231 45.0 36.8 13.4 2.2 2.6

Female 186 46.2 38.2 11.8 2.7 1.1

BD 02: Age Group

17 - 24 years old 115 53.0 38.3 6.1 0.9 1.7

25 - 29 years old 90 43.3 36.7 14.4 4.4 1.1

30 - 34 years old 81 49.4 33.3 9.9 3.7 3.7


BD 03: MHE





Jakarta 88 39.8 42.0 12.5 2.3 3.4

Bandung 48 37.5 47.9 14.6 0.0 0.0

Bali 51 49.0 31.4 13.7 5.9 0.0

Surabaya 49 46.9 42.9 10.2 0.0 0.0

Yogyakarta 66 50.0 42.4 4.5 1.5 1.5

Others 115 48.7 27.0 17.4 3.5 3.5

Very important

Somewhat important

Neutral


Very unimportant


45.6 37.4 12.7 2.41.9

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Restaurant/Coffee Cafe/Nightclub

Level of Importance for Room service

95.4% of the Hotel stayer said that it is [important] to stay in a Hotel that have Room service, whereas 1.0% of the stayers said that this service is not their main consideration when choosing a Hotel.


30


Somewhat



Total 417 77.0 18.5 3.6 0.5 0.5

BD 01: Gender

Male 231 76.6 19.0 3.0 0.4 0.9

Female 186 77.4 17.7 4.3 0.5 0.0

BD 02: Age Group

17 - 24 years old 115 79.1 17.4 2.6 0.9 0.0

25 - 29 years old 90 78.9 15.6 5.6 0.0 0.0

30 - 34 years old 81 81.5 13.6 3.7 0.0 1.2


BD 03: MHE





Jakarta 88 72.7 21.6 4.5 0.0 1.1

Bandung 48 70.8 29.2 0.0 0.0 0.0

Bali 51 78.4 15.7 3.9 2.0 0.0

Surabaya 49 89.8 8.2 2.0 0.0 0.0

Yogyakarta 66 77.3 18.2 4.5 0.0 0.0

Others 115 76.5 17.4 4.3 0.9 0.9

Very important

Somewhat important

Neutral


Very unimportant


77.0 18.5 3.60.50.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Room service

Level of Importance for 24 hours guest service

95.2% of the Hotel stayer said that it is [important] to stay in a Hotel that have 24-hours guest/customer service, whereas 1.2% of the stayers said that this service is not their main consideration when choosing a Hotel.


31


Somewhat



Total 417 73.4 21.8 3.6 0.7 0.5

BD 01: Gender

Male 231 71.4 23.8 3.9 0.0 0.9

Female 186 75.8 19.4 3.2 1.6 0.0

BD 02: Age Group

17 - 24 years old 115 70.4 23.5 3.5 2.6 0.0

25 - 29 years old 90 76.7 22.2 1.1 0.0 0.0

30 - 34 years old 81 76.5 16.0 6.2 0.0 1.2


BD 03: MHE





Jakarta 88 78.4 18.2 2.3 0.0 1.1

Bandung 48 72.9 22.9 4.2 0.0 0.0

Bali 51 64.7 29.4 3.9 2.0 0.0

Surabaya 49 81.6 16.3 2.0 0.0 0.0

Yogyakarta 66 74.2 22.7 1.5 1.5 0.0

Others 115 69.6 22.6 6.1 0.9 0.9

Very important

Somewhat important

Neutral


Very unimportant


73.4 21.8 3.60.70.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

guest/customer service (24 hours)

Level of Importance for Smoking and Non Smoking Areas

• 75.8% of the Hotel stayer said that it is [important] to stay in a Hotel that have Smoking Area facility, whereas 8.2% of the stayers said that this facility is not their main consideration when choosing a Hotel.

• The table shows that 61.7% of respondents aged 30 – 34 years old consider smoking area facility in a Hotel as a very important factor when choosing a Hotel.


32


Somewhat



Total 417 49.6 26.1 16.1 3.6 4.6

BD 01: Gender

Male 231 44.6 29.0 19.0 3.5 3.9

Female 186 55.9 22.6 12.4 3.8 5.4

BD 02: Age Group

17 - 24 years old 115 47.8 30.4 13.9 2.6 5.2

25 - 29 years old 90 45.6 28.9 17.8 5.6 2.2

30 - 34 years old 81 61.7 17.3 12.3 1.2 7.4


BD 03: MHE





Jakarta 88 55.7 26.1 12.5 1.1 4.5

Bandung 48 45.8 31.3 20.8 0.0 2.1

Bali 51 49.0 21.6 17.6 3.9 7.8

Surabaya 49 53.1 20.4 26.5 0.0 0.0

Yogyakarta 66 45.5 27.3 15.2 9.1 3.0

Others 115 47.8 27.8 12.2 5.2 7.0

Very important

Somewhat important

Neutral


Very unimportant


49.6 26.1 16.1 3.6 4.6

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Smoking Area and Non Smoking Rooms

Level of Importance for Airport Transfer

75.6% of the Hotel stayer said that it is [important] to stay in a Hotel that provide Airport Transfer service, whereas 4.6% of the stayers said that this service is not their main consideration when choosing a Hotel.


33


Somewhat



Total 417 37.2 38.4 19.9 4.1 0.5

BD 01: Gender

Male 231 37.7 37.2 20.8 3.5 0.9

Female 186 36.6 39.8 18.8 4.8 0.0

BD 02: Age Group

17 - 24 years old 115 35.7 37.4 19.1 6.1 1.7

25 - 29 years old 90 27.8 45.6 23.3 3.3 0.0

30 - 34 years old 81 44.4 40.7 11.1 3.7 0.0


BD 03: MHE





Jakarta 88 43.2 39.8 12.5 4.5 0.0

Bandung 48 39.6 41.7 16.7 2.1 0.0

Bali 51 41.2 29.4 23.5 5.9 0.0

Surabaya 49 30.6 46.9 18.4 2.0 2.0

Yogyakarta 66 37.9 30.3 25.8 6.1 0.0

Others 115 32.2 40.9 22.6 3.5 0.9

Very important

Somewhat important

Neutral


Very unimportant


37.2 38.4 19.9 4.10.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Airport Transfer

Level of Importance for Tour guide facilities

• 59.0% of the Hotel stayer said that it is [important] to stay in a Hotel that have Tour guide facility, whereas 9.4% of the stayers said that this facility is not their main consideration when choosing a Hotel.

• The table shows that 52.1% of respondents stayed at a Hotel in Bandung consider tour guide facility as a very important factor when choosing a Hotel.


34


Somewhat



Total 417 21.8 37.2 31.7 9.1 0.2

BD 01: Gender

Male 231 21.2 37.2 31.2 10.4 0.0

Female 186 22.6 37.1 32.3 7.5 0.5

BD 02: Age Group

17 - 24 years old 115 29.6 35.7 24.3 10.4 0.0

25 - 29 years old 90 20.0 41.1 27.8 11.1 0.0

30 - 34 years old 81 19.8 43.2 27.2 8.6 1.2


BD 03: MHE





Jakarta 88 19.3 38.6 34.1 6.8 1.1

Bandung 48 16.7 52.1 16.7 14.6 0.0

Bali 51 29.4 33.3 29.4 7.8 0.0

Surabaya 49 20.4 36.7 32.7 10.2 0.0

Yogyakarta 66 27.3 36.4 28.8 7.6 0.0

Others 115 20.0 32.2 38.3 9.6 0.0

Very important

Somewhat important

Neutral


Very unimportant


21.8 37.2 31.7 9.1 0.2

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Tour guide facilities

Level of Importance for Pets Allowed

27.3% of the Hotel stayer said that it is [important] to stay in Hotel that give permission to bring pets, whereas 36.2% of the stayers said that this facility is not their main consideration when choosing a Hotel.


35


Somewhat



Total 417 10.1 17.3 36.5 22.5 13.7

BD 01: Gender

Male 231 10.0 13.4 37.2 25.5 13.9

Female 186 10.2 22.0 35.5 18.8 13.4

BD 02: Age Group

17 - 24 years old 115 16.5 21.7 33.9 20.9 7.0

25 - 29 years old 90 12.2 15.6 38.9 23.3 10.0

30 - 34 years old 81 4.9 21.0 33.3 23.5 17.3


BD 03: MHE





Jakarta 88 11.4 17.0 38.6 22.7 10.2

Bandung 48 8.3 20.8 35.4 27.1 8.3

Bali 51 17.6 21.6 31.4 17.6 11.8

Surabaya 49 20.4 12.2 38.8 18.4 10.2

Yogyakarta 66 7.6 10.6 42.4 22.7 16.7

Others 115 3.5 20.0 33.0 24.3 19.1

Very important

Somewhat important

Neutral


Very unimportant


10.1 17.3 36.5 22.5 13.7

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Pets Allowed

PURCHASE MOTIVE/ IMPORTANCE LEVEL

Protect: This group will require special initiative to protect their interestsGood Relation: A close and good working relationship must be established with this groupLow Priority: May have some involvement, but relatively in lower priorityMonitor: This group may be source of risks, and will require careful monitoring and management

The importance level grid below shows that Gym/Fitness, Spa/Sauna, Business Facilities, Playground, Babby sitting service, Tour guide facility, and Pets Allowed in a Hotel will require monitoring and management.

36

PROTECT

LOW PRIORITY

GOOD RELATION

MONITOR

1

2

3

4

5

6

78

9

10

11

12

13 14

15

16

17

ATTRIBUTES :

1. Swimming Pool

2. Internet

3. Gym/Fitness

4. Car Park

5. Dry Cleaning service

6. Spa/Sauna

7. Business Facilities

8. Playground (Family/Child Friendly)

9. Baby sitting service

10. Restaurant/Coffee Cafe/Nightclub

11. Room service

12. 24 hours guest/customer service

13. Smoking Area and Non Smoking Rooms

14. Airport Transfer

15. Tour guide facilities

16. Pets Allowed

17. Facilities for diabled guests

Weight : 0.500

Mean Score : 72.40

INFLUENCELow High

IMP

OR

TAN

T

High

Low

E. Detail findings




3.1 Hospitality

3.2 Accommodation







37

Level of Agreement - Efficient front desk

There are 85.1% of the surveyed respondents who are satisfied with efficient front desk of Hotel they stayed at compared to 9.4% of dissatisfied percentage.

Q. Please tell us to what extent do you agree or disagree to the following statement after staying at a Hotel last time? [Matrix SA]

38

nStrongly Disagree Disagree Somewhat Disagree

Neither agree nor

disagreeSomewhat Agree Agree Strongly Agree

Per. Per. Per. Per. Per. Per. Per.

Total 417 7.4 1.2 0.7 5.5 17.5 50.1 17.5

BD 01: Gender

Male 231 7.4 0.9 0.9 5.2 17.3 48.5 19.9

Female 186 7.5 1.6 0.5 5.9 17.7 52.2 14.5

BD 02: Age Group

17 - 24 years old 115 14.8 1.7 0.9 6.1 18.3 40.9 17.4

25 - 29 years old 90 6.7 1.1 0.0 5.6 21.1 53.3 12.2

30 - 34 years old 81 6.2 0.0 1.2 4.9 14.8 55.6 17.3

35 years old and above 131 2.3 1.5 0.8 5.3 16.0 52.7 21.4

BD 03: MHE

SEC C (IDR 1.5mill - 2 mill) 99 9.1 0.0 0.0 4.0 18.2 48.5 20.2

SEC B (IDR 2mill - 5 mill) 224 8.5 2.2 0.9 4.9 18.8 47.3 17.4

SEC A (IDR 5mill and above) 94 3.2 0.0 1.1 8.5 13.8 58.5 14.9


Jakarta 88 6.8 0.0 0.0 8.0 18.2 48.9 18.2

Bandung 48 2.1 2.1 4.2 4.2 12.5 58.3 16.7

Bali 51 13.7 3.9 0.0 3.9 17.6 43.1 17.6

Surabaya 49 8.2 0.0 0.0 2.0 12.2 55.1 22.4

Yogyakarta 66 6.1 1.5 0.0 9.1 24.2 48.5 10.6

Others 115 7.8 0.9 0.9 4.3 17.4 49.6 19.1

7.4 1.20.7 5.5 17.5 50.1 17.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Strongly DisagreeDisagreeSomewhat DisagreeNeither agree nor disagreeSomewhat AgreeAgreeStrongly Agree


Level of Agreement - Communicative Receptionist

• There are 89.4% of the surveyed respondents who are satisfied with the friendly & communicative receptionist of Hotel they stayed at compared to 8.4% of dissatisfied percentage.

• The table shows that 61.2% of the respondents who stayed at a Hotel in Surabaya were very satisfied with the friendly & communicative receptionist.


39


Neither agree nor



Total 417 6.5 0.7 1.2 2.2 7.0 36.0 46.5

BD 01: Gender

Male 231 6.5 0.4 1.7 0.9 6.5 33.8 50.2

Female 186 6.5 1.1 0.5 3.8 7.5 38.7 41.9

BD 02: Age Group

17 - 24 years old 115 11.3 1.7 2.6 4.3 10.4 34.8 34.8

25 - 29 years old 90 7.8 0.0 0.0 0.0 10.0 32.2 50.0

30 - 34 years old 81 6.2 0.0 1.2 2.5 3.7 42.0 44.4


BD 03: MHE





Jakarta 88 5.7 1.1 0.0 0.0 5.7 40.9 46.6

Bandung 48 0.0 2.1 2.1 0.0 10.4 39.6 45.8

Bali 51 11.8 2.0 2.0 3.9 7.8 29.4 43.1

Surabaya 49 8.2 0.0 0.0 2.0 0.0 28.6 61.2

Yogyakarta 66 4.5 0.0 0.0 3.0 12.1 34.8 45.5

Others 115 7.8 0.0 2.6 3.5 6.1 37.4 42.6

6.5 0.71.22.2 7.0 36.0 46.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0



Level of Agreement - Pleasant staff

There are 88.7% of the surveyed respondents who are satisfied with the pleasant staff of Hotel they stayed at compared to 8.4% of dissatisfied percentage.


40


Neither agree nor



Total 417 6.2 0.7 1.4 2.9 6.7 35.7 46.3

BD 01: Gender

Male 231 6.1 1.3 1.3 2.2 6.5 31.2 51.5

Female 186 6.5 0.0 1.6 3.8 7.0 41.4 39.8

BD 02: Age Group

17 - 24 years old 115 11.3 0.9 3.5 3.5 11.3 32.2 37.4

25 - 29 years old 90 6.7 1.1 0.0 3.3 7.8 30.0 51.1

30 - 34 years old 81 6.2 0.0 0.0 3.7 3.7 44.4 42.0


BD 03: MHE





Jakarta 88 4.5 1.1 1.1 2.3 5.7 39.8 45.5

Bandung 48 0.0 0.0 2.1 2.1 12.5 41.7 41.7

Bali 51 11.8 2.0 2.0 5.9 7.8 27.5 43.1

Surabaya 49 8.2 0.0 0.0 2.0 0.0 36.7 53.1

Yogyakarta 66 4.5 0.0 0.0 3.0 7.6 34.8 50.0

Others 115 7.8 0.9 2.6 2.6 7.0 33.9 45.2

6.2 0.71.42.9 6.7 35.7 46.3

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0



Level of Agreement - Prompt & courteous service

There are 89.9% of the surveyed respondents who are satisfied with the prompt & courteous service of Hotel they stayed at compared to 7.2% of dissatisfied percentage.


41


Neither agree nor



Total 417 6.7 0.2 0.2 2.9 8.4 35.3 46.3

BD 01: Gender

Male 231 6.9 0.4 0.0 1.3 8.2 33.3 49.8

Female 186 6.5 0.0 0.5 4.8 8.6 37.6 41.9

BD 02: Age Group

17 - 24 years old 115 11.3 0.9 0.9 6.1 10.4 32.2 38.3

25 - 29 years old 90 7.8 0.0 0.0 1.1 7.8 34.4 48.9

30 - 34 years old 81 6.2 0.0 0.0 3.7 8.6 37.0 44.4


BD 03: MHE





Jakarta 88 5.7 0.0 0.0 2.3 6.8 34.1 51.1

Bandung 48 0.0 0.0 0.0 6.3 0.0 45.8 47.9

Bali 51 13.7 0.0 0.0 3.9 13.7 29.4 39.2

Surabaya 49 8.2 0.0 0.0 2.0 2.0 34.7 53.1

Yogyakarta 66 4.5 0.0 1.5 3.0 7.6 39.4 43.9

Others 115 7.8 0.9 0.0 1.7 13.9 32.2 43.5

6.7 0.20.22.9 8.4 35.3 46.3

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0



Level of Agreement – Friendliness of information counter

There are 89.0% of the surveyed respondents who are satisfied with the congeniality of information counter of Hotel they stayed at compared to 7.4% of dissatisfied percentage.

48.1% respondents aged 35 years old and above strongly agree with the congienality of information counter.


42


Neither agree nor



Total 417 6.0 0.7 0.7 3.6 8.9 42.4 37.6

BD 01: Gender

Male 231 5.6 1.3 1.3 1.3 9.5 40.7 40.3

Female 186 6.5 0.0 0.0 6.5 8.1 44.6 34.4

BD 02: Age Group

17 - 24 years old 115 10.4 0.9 0.9 7.0 7.0 44.3 29.6

25 - 29 years old 90 6.7 1.1 0.0 3.3 14.4 40.0 34.4

30 - 34 years old 81 6.2 0.0 1.2 1.2 13.6 42.0 35.8


BD 03: MHE





Jakarta 88 4.5 1.1 1.1 2.3 8.0 39.8 43.2

Bandung 48 0.0 0.0 0.0 0.0 6.3 56.3 37.5

Bali 51 11.8 2.0 0.0 5.9 7.8 41.2 31.4

Surabaya 49 8.2 0.0 0.0 4.1 2.0 38.8 46.9

Yogyakarta 66 4.5 0.0 0.0 3.0 12.1 47.0 33.3

Others 115 7.0 0.9 1.7 5.2 12.2 38.3 34.8

6.0 0.70.73.6 8.9 42.4 37.6

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0



Level of Agreement - Language proficiency of Hotel staff

There are 88.2% of the surveyed respondents who are satisfied with the staffs’ language proficiency of Hotel they stayed at compared to 7.7% of dissatisfied percentage.


43


Neither agree nor



Total 417 6.0 0.7 1.0 4.1 8.6 44.8 34.8

BD 01: Gender

Male 231 5.6 1.3 1.3 2.6 9.1 40.3 39.8

Female 186 6.5 0.0 0.5 5.9 8.1 50.5 28.5

BD 02: Age Group

17 - 24 years old 115 10.4 0.9 1.7 5.2 13.0 38.3 30.4

25 - 29 years old 90 6.7 1.1 0.0 3.3 13.3 43.3 32.2

30 - 34 years old 81 6.2 1.2 0.0 7.4 4.9 48.1 32.1


BD 03: MHE





Jakarta 88 4.5 2.3 1.1 0.0 9.1 51.1 31.8

Bandung 48 0.0 0.0 0.0 6.3 6.3 47.9 39.6

Bali 51 11.8 0.0 2.0 3.9 9.8 51.0 21.6

Surabaya 49 8.2 0.0 0.0 2.0 0.0 44.9 44.9

Yogyakarta 66 4.5 0.0 0.0 4.5 12.1 42.4 36.4

Others 115 7.0 0.9 1.7 7.0 10.4 37.4 35.7

6.0 0.71.04.1 8.6 44.8 34.8

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0



Level of Agreement - Sufficient hotel security

There are 90.2% of the surveyed respondents who are satisfied with the sufficient security of Hotel they stayed at compared to 7.9% of dissatisfied percentage.


44


Neither agree nor



Total 417 6.2 1.2 0.5 1.9 6.7 30.9 52.5

BD 01: Gender

Male 231 6.1 1.7 0.0 1.7 7.4 24.2 58.9

Female 186 6.5 0.5 1.1 2.2 5.9 39.2 44.6

BD 02: Age Group

17 - 24 years old 115 10.4 0.9 1.7 3.5 8.7 33.9 40.9

25 - 29 years old 90 7.8 0.0 0.0 1.1 11.1 25.6 54.4

30 - 34 years old 81 6.2 0.0 0.0 3.7 4.9 32.1 53.1


BD 03: MHE





Jakarta 88 5.7 2.3 0.0 0.0 6.8 23.9 61.4

Bandung 48 0.0 0.0 0.0 2.1 2.1 41.7 54.2

Bali 51 11.8 2.0 0.0 2.0 5.9 33.3 45.1

Surabaya 49 8.2 2.0 0.0 2.0 2.0 30.6 55.1

Yogyakarta 66 4.5 0.0 1.5 0.0 10.6 28.8 54.5

Others 115 7.0 0.9 0.9 4.3 8.7 32.2 46.1

6.2 1.20.51.9 6.7 30.9 52.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0



E. Detail findings




3.1 Hospitality

3.2 Accommodation







45

Level of Agreement - Quiet room

There are 95.2% of the surveyed respondents who are satisfied with the quiet room of Hotel they stayed at compared to 3.6% of dissatisfied percentage.


46


Neither agree nor



Total 417 2.2 0.2 1.2 1.2 6.2 39.6 49.4

BD 01: Gender

Male 231 1.7 0.4 0.9 0.9 6.9 38.1 51.1

Female 186 2.7 0.0 1.6 1.6 5.4 41.4 47.3

BD 02: Age Group

17 - 24 years old 115 3.5 0.9 0.9 0.9 6.1 39.1 48.7

25 - 29 years old 90 2.2 0.0 1.1 1.1 7.8 45.6 42.2

30 - 34 years old 81 2.5 0.0 2.5 2.5 2.5 43.2 46.9


BD 03: MHE





Jakarta 88 1.1 1.1 2.3 2.3 3.4 37.5 52.3

Bandung 48 0.0 0.0 2.1 2.1 14.6 35.4 45.8

Bali 51 5.9 0.0 2.0 0.0 2.0 52.9 37.3

Surabaya 49 6.1 0.0 2.0 0.0 4.1 22.4 65.3

Yogyakarta 66 0.0 0.0 0.0 1.5 9.1 39.4 50.0

Others 115 1.7 0.0 0.0 0.9 6.1 44.3 47.0

2.20.21.21.2 6.2 39.6 49.4

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0



Level of Agreement - Well-maintained and clean room

There are 94.7% of the surveyed respondents who are satisfied with the well-maintained and clean room of Hotel they stayed at compared to 3.1% of dissatisfied percentage.


47


Neither agree nor



Total 417 1.7 0.5 1.0 2.2 5.5 36.0 53.2

BD 01: Gender

Male 231 1.3 0.4 1.3 2.2 4.8 35.1 55.0

Female 186 2.2 0.5 0.5 2.2 6.5 37.1 51.1

BD 02: Age Group

17 - 24 years old 115 2.6 0.9 0.9 3.5 7.0 34.8 50.4

25 - 29 years old 90 1.1 0.0 0.0 2.2 4.4 43.3 48.9

30 - 34 years old 81 2.5 0.0 3.7 1.2 7.4 28.4 56.8


BD 03: MHE





Jakarta 88 1.1 0.0 0.0 2.3 9.1 31.8 55.7

Bandung 48 0.0 0.0 2.1 4.2 6.3 39.6 47.9

Bali 51 2.0 3.9 0.0 0.0 7.8 41.2 45.1

Surabaya 49 6.1 0.0 2.0 0.0 0.0 28.6 63.3

Yogyakarta 66 0.0 0.0 0.0 3.0 3.0 42.4 51.5

Others 115 1.7 0.0 1.7 2.6 5.2 34.8 53.9

1.70.51.02.2 5.5 36.0 53.2

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0



Level of Agreement – In-room audio & visual equipment

There are 91.4% of the surveyed respondents who are satisfied with the audio-visual equipment of Hotel they stayed at compared to 4.8% of dissatisfied percentage.


48


Neither agree nor



Total 417 1.2 1.7 1.9 3.8 13.9 46.0 31.4

BD 01: Gender

Male 231 0.4 1.3 2.2 4.3 14.3 44.6 32.9

Female 186 2.2 2.2 1.6 3.2 13.4 47.8 29.6

BD 02: Age Group

17 - 24 years old 115 0.9 3.5 1.7 5.2 19.1 40.9 28.7

25 - 29 years old 90 1.1 1.1 2.2 3.3 13.3 50.0 28.9

30 - 34 years old 81 2.5 2.5 3.7 4.9 9.9 50.6 25.9


BD 03: MHE





Jakarta 88 1.1 0.0 1.1 4.5 22.7 38.6 31.8

Bandung 48 0.0 2.1 2.1 8.3 12.5 45.8 29.2

Bali 51 2.0 0.0 3.9 2.0 15.7 52.9 23.5

Surabaya 49 4.1 2.0 4.1 0.0 8.2 46.9 34.7

Yogyakarta 66 0.0 1.5 0.0 6.1 12.1 51.5 28.8

Others 115 0.9 3.5 1.7 2.6 10.4 45.2 35.7

1.21.71.9 3.8 13.9 46.0 31.4

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0



Level of Agreement - In-room safety box

There are 80.6% of the surveyed respondents who are satisfied with the in-room safety box of Hotel they stayed at compared to 10.1% of dissatisfied percentage.


49


Neither agree nor



Total 417 2.4 4.1 3.6 9.4 12.7 36.9 30.9

BD 01: Gender

Male 231 2.2 3.0 3.9 10.4 11.7 39.4 29.4

Female 186 2.7 5.4 3.2 8.1 14.0 33.9 32.8

BD 02: Age Group

17 - 24 years old 115 1.7 6.1 4.3 8.7 7.8 36.5 34.8

25 - 29 years old 90 1.1 4.4 3.3 10.0 23.3 37.8 20.0

30 - 34 years old 81 7.4 2.5 4.9 8.6 8.6 33.3 34.6


BD 03: MHE





Jakarta 88 1.1 3.4 1.1 9.1 10.2 40.9 34.1

Bandung 48 4.2 0.0 2.1 6.3 16.7 45.8 25.0

Bali 51 0.0 3.9 5.9 11.8 5.9 35.3 37.3

Surabaya 49 4.1 4.1 8.2 0.0 8.2 36.7 38.8

Yogyakarta 66 0.0 4.5 3.0 18.2 15.2 28.8 30.3

Others 115 4.3 6.1 3.5 8.7 16.5 35.7 25.2


2.4 4.1 3.6 9.4 12.7 36.9 30.9

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Furnished room

There are 89.2% of the surveyed respondents who are satisfied with furnished room of Hotel they stayed at compared to 6.0% of dissatisfied percentage.


50


Neither agree nor



Total 417 1.7 1.4 2.9 4.8 14.9 44.8 29.5

BD 01: Gender

Male 231 1.3 1.3 3.0 5.2 15.2 47.2 26.8

Female 186 2.2 1.6 2.7 4.3 14.5 41.9 32.8

BD 02: Age Group

17 - 24 years old 115 3.5 1.7 3.5 3.5 16.5 40.9 30.4

25 - 29 years old 90 1.1 1.1 3.3 4.4 20.0 48.9 21.1

30 - 34 years old 81 1.2 1.2 3.7 6.2 8.6 49.4 29.6


BD 03: MHE





Jakarta 88 2.3 1.1 2.3 5.7 12.5 48.9 27.3

Bandung 48 0.0 0.0 4.2 4.2 10.4 54.2 27.1

Bali 51 2.0 3.9 2.0 3.9 13.7 41.2 33.3

Surabaya 49 6.1 0.0 2.0 0.0 10.2 49.0 32.7

Yogyakarta 66 0.0 1.5 3.0 6.1 25.8 34.8 28.8

Others 115 0.9 1.7 3.5 6.1 14.8 43.5 29.6


1.71.42.9 4.8 14.9 44.8 29.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Internet connection / Wi-fi service

There are 89.7% of the surveyed respondents who are satisfied with internet connection cable / wifi of Hotel they stayed at compared to 7.0% of dissatisfied percentage.


51


Neither agree nor



Total 417 2.6 2.2 2.2 3.4 8.9 29.0 51.8

BD 01: Gender

Male 231 1.7 2.6 1.7 2.2 9.1 27.3 55.4

Female 186 3.8 1.6 2.7 4.8 8.6 31.2 47.3

BD 02: Age Group

17 - 24 years old 115 3.5 4.3 1.7 2.6 8.7 33.0 46.1

25 - 29 years old 90 2.2 0.0 3.3 2.2 15.6 31.1 45.6

30 - 34 years old 81 2.5 2.5 3.7 3.7 7.4 23.5 56.8


BD 03: MHE





Jakarta 88 1.1 2.3 1.1 2.3 13.6 26.1 53.4

Bandung 48 0.0 0.0 0.0 6.3 8.3 35.4 50.0

Bali 51 3.9 5.9 0.0 0.0 7.8 35.3 47.1

Surabaya 49 6.1 0.0 2.0 0.0 6.1 22.4 63.3

Yogyakarta 66 0.0 0.0 4.5 3.0 12.1 31.8 48.5

Others 115 4.3 3.5 3.5 6.1 5.2 27.0 50.4


2.62.22.2 3.4 8.9 29.0 51.8

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Comfortable bed

There are 95.9% of the surveyed respondents who are satisfied with comfortable bed of Hotel they stayed at compared to 3.4% of dissatisfied percentage.


52


Neither agree nor



Total 417 1.7 0.2 1.4 0.7 6.0 30.9 59.0

BD 01: Gender

Male 231 1.3 0.4 0.9 0.9 5.6 27.7 63.2

Female 186 2.2 0.0 2.2 0.5 6.5 34.9 53.8

BD 02: Age Group

17 - 24 years old 115 2.6 0.0 2.6 0.9 7.0 33.0 53.9

25 - 29 years old 90 1.1 0.0 1.1 1.1 11.1 27.8 57.8

30 - 34 years old 81 2.5 0.0 1.2 1.2 1.2 29.6 64.2


BD 03: MHE





Jakarta 88 1.1 0.0 1.1 0.0 5.7 35.2 56.8

Bandung 48 0.0 0.0 0.0 2.1 4.2 39.6 54.2

Bali 51 2.0 2.0 2.0 0.0 3.9 27.5 62.7

Surabaya 49 6.1 0.0 2.0 0.0 2.0 20.4 69.4

Yogyakarta 66 0.0 0.0 0.0 3.0 12.1 28.8 56.1

Others 115 1.7 0.0 2.6 0.0 6.1 31.3 58.3


1.70.21.40.7 6.0 30.9 59.0

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement – Comfortable and well-equipped bathroom

There are 93.3% of the surveyed respondents who are satisfied with safe & well-equipped bathroom of Hotel they stayed at compared to 4.8% of dissatisfied percentage.


53


Neither agree nor



Total 417 1.7 0.7 2.4 1.9 8.4 33.3 51.6

BD 01: Gender

Male 231 1.3 0.9 3.0 1.7 7.4 35.1 50.6

Female 186 2.2 0.5 1.6 2.2 9.7 31.2 52.7

BD 02: Age Group

17 - 24 years old 115 3.5 0.0 1.7 2.6 13.0 27.0 52.2

25 - 29 years old 90 0.0 1.1 3.3 1.1 12.2 38.9 43.3

30 - 34 years old 81 2.5 1.2 4.9 1.2 2.5 30.9 56.8


BD 03: MHE





Jakarta 88 1.1 0.0 2.3 3.4 8.0 36.4 48.9

Bandung 48 0.0 0.0 2.1 0.0 10.4 35.4 52.1

Bali 51 2.0 3.9 0.0 3.9 7.8 35.3 47.1

Surabaya 49 6.1 0.0 2.0 0.0 2.0 22.4 67.3

Yogyakarta 66 0.0 0.0 1.5 3.0 9.1 39.4 47.0

Others 115 1.7 0.9 4.3 0.9 10.4 30.4 51.3


1.70.72.41.9 8.4 33.3 51.6

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Spacious Rooms

There are 93.0% of the surveyed respondents who are satisfied with spacious rooms of Hotel they stayed at compared to 4.8% of dissatisfied percentage.


54


Neither agree nor



Total 417 1.9 1.0 1.9 2.2 8.4 38.8 45.8

BD 01: Gender

Male 231 1.3 0.9 2.6 2.2 6.9 37.7 48.5

Female 186 2.7 1.1 1.1 2.2 10.2 40.3 42.5

BD 02: Age Group

17 - 24 years old 115 1.7 2.6 1.7 3.5 12.2 37.4 40.9

25 - 29 years old 90 2.2 0.0 0.0 2.2 10.0 40.0 45.6

30 - 34 years old 81 2.5 0.0 3.7 2.5 1.2 43.2 46.9


BD 03: MHE





Jakarta 88 2.3 1.1 2.3 1.1 8.0 42.0 43.2

Bandung 48 0.0 0.0 0.0 4.2 10.4 41.7 43.8

Bali 51 2.0 2.0 3.9 2.0 9.8 39.2 41.2

Surabaya 49 6.1 2.0 2.0 0.0 4.1 30.6 55.1

Yogyakarta 66 0.0 0.0 0.0 1.5 10.6 42.4 45.5

Others 115 1.7 0.9 2.6 3.5 7.8 36.5 47.0


1.91.01.92.2 8.4 38.8 45.8

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Safe hotel room

There are 87.8% of the surveyed respondents who are satisfied with the safety of Hotel (the use of electric door) they stayed at compared to 7.7% of dissatisfied percentage.


55


Neither agree nor



Total 417 2.6 2.9 2.2 4.6 12.5 36.5 38.8

BD 01: Gender

Male 231 1.7 3.9 1.3 4.8 13.9 35.9 38.5

Female 186 3.8 1.6 3.2 4.3 10.8 37.1 39.2

BD 02: Age Group

17 - 24 years old 115 3.5 5.2 3.5 7.8 13.9 27.8 38.3

25 - 29 years old 90 1.1 1.1 2.2 3.3 17.8 41.1 33.3

30 - 34 years old 81 4.9 3.7 2.5 2.5 8.6 39.5 38.3


BD 03: MHE





Jakarta 88 1.1 5.7 1.1 0.0 11.4 39.8 40.9

Bandung 48 2.1 2.1 0.0 8.3 8.3 41.7 37.5

Bali 51 3.9 0.0 2.0 3.9 19.6 39.2 31.4

Surabaya 49 6.1 0.0 2.0 2.0 4.1 32.7 53.1

Yogyakarta 66 0.0 1.5 1.5 9.1 16.7 34.8 36.4

Others 115 3.5 4.3 4.3 5.2 13.0 33.0 36.5


2.6 2.92.2 4.6 12.5 36.5 38.8

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


E. Detail findings




3.1 Hospitality

3.2 Accommodation







56

Level of Agreement - Fresh food

There are 90.6% of the surveyed respondents who are satisfied with the food of Hotel they stayed at compared to 5.3% of dissatisfied percentage.


57


Neither agree nor



Total 417 1.7 1.4 2.2 4.1 6.7 35.3 48.7

BD 01: Gender

Male 231 1.3 0.9 1.7 4.3 5.2 35.9 50.6

Female 186 2.2 2.2 2.7 3.8 8.6 34.4 46.2

BD 02: Age Group

17 - 24 years old 115 3.5 1.7 2.6 5.2 6.1 31.3 49.6

25 - 29 years old 90 1.1 2.2 1.1 3.3 3.3 44.4 44.4

30 - 34 years old 81 0.0 0.0 4.9 6.2 12.3 30.9 45.7


BD 03: MHE





Jakarta 88 0.0 1.1 0.0 4.5 4.5 34.1 55.7

Bandung 48 0.0 0.0 4.2 2.1 10.4 41.7 41.7

Bali 51 3.9 2.0 2.0 5.9 3.9 35.3 47.1

Surabaya 49 6.1 2.0 0.0 4.1 2.0 28.6 57.1

Yogyakarta 66 0.0 0.0 1.5 1.5 9.1 36.4 51.5

Others 115 1.7 2.6 4.3 5.2 8.7 35.7 41.7


1.71.42.2 4.1 6.7 35.3 48.7

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Hygienic food

There are 94.0% of the surveyed respondents who are satisfied with the hygienic food of Hotel they stayed at compared to 3.4% of dissatisfied percentage.


58


Neither agree nor



Total 417 1.4 1.0 1.0 2.6 5.8 34.8 53.5

BD 01: Gender

Male 231 0.9 0.9 1.7 1.7 5.6 33.8 55.4

Female 186 2.2 1.1 0.0 3.8 5.9 36.0 51.1

BD 02: Age Group

17 - 24 years old 115 2.6 0.9 1.7 4.3 7.0 31.3 52.2

25 - 29 years old 90 2.2 1.1 0.0 3.3 5.6 40.0 47.8

30 - 34 years old 81 0.0 0.0 2.5 2.5 6.2 38.3 50.6


BD 03: MHE





Jakarta 88 0.0 1.1 0.0 2.3 5.7 33.0 58.0

Bandung 48 0.0 0.0 0.0 0.0 2.1 50.0 47.9

Bali 51 2.0 3.9 2.0 5.9 3.9 31.4 51.0

Surabaya 49 6.1 0.0 0.0 0.0 8.2 26.5 59.2

Yogyakarta 66 0.0 0.0 0.0 0.0 7.6 34.8 57.6

Others 115 1.7 0.9 2.6 5.2 6.1 34.8 48.7


1.41.01.02.6 5.8 34.8 53.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - A variety of food served

There are 90.9% of the surveyed respondents who are satisfied with comfortable bed of Hotel they stayed at compared to 7.0% of dissatisfied percentage.


59


Neither agree nor



Total 417 1.4 2.2 3.4 2.2 14.1 36.2 40.5

BD 01: Gender

Male 231 1.3 2.2 3.9 2.6 15.2 35.1 39.8

Female 186 1.6 2.2 2.7 1.6 12.9 37.6 41.4

BD 02: Age Group

17 - 24 years old 115 4.3 2.6 2.6 3.5 20.0 27.8 39.1

25 - 29 years old 90 0.0 3.3 3.3 2.2 16.7 50.0 24.4

30 - 34 years old 81 0.0 1.2 4.9 2.5 11.1 35.8 44.4


BD 03: MHE





Jakarta 88 1.1 2.3 0.0 2.3 13.6 35.2 45.5

Bandung 48 0.0 0.0 4.2 2.1 14.6 47.9 31.3

Bali 51 0.0 3.9 7.8 2.0 7.8 45.1 33.3

Surabaya 49 6.1 0.0 0.0 2.0 6.1 38.8 46.9

Yogyakarta 66 0.0 1.5 3.0 1.5 19.7 27.3 47.0

Others 115 1.7 3.5 5.2 2.6 17.4 32.2 37.4


1.42.2 3.4 2.2 14.1 36.2 40.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement – Access to Lounge/bar

There are 86.6% of the surveyed respondents who are satisfied with lounge/bar/pub access of Hotel they stayed at compared to 6.0% of dissatisfied percentage.


60


Neither agree nor



Total 417 1.9 1.7 2.4 7.4 14.4 41.5 30.7

BD 01: Gender

Male 231 1.7 0.4 3.0 7.4 17.7 43.3 26.4

Female 186 2.2 3.2 1.6 7.5 10.2 39.2 36.0

BD 02: Age Group

17 - 24 years old 115 2.6 2.6 1.7 10.4 14.8 33.9 33.9

25 - 29 years old 90 2.2 3.3 2.2 3.3 23.3 46.7 18.9

30 - 34 years old 81 2.5 0.0 3.7 4.9 12.3 43.2 33.3


BD 03: MHE





Jakarta 88 0.0 0.0 0.0 6.8 14.8 40.9 37.5

Bandung 48 0.0 0.0 6.3 4.2 16.7 50.0 22.9

Bali 51 3.9 3.9 2.0 3.9 13.7 45.1 27.5

Surabaya 49 6.1 0.0 0.0 4.1 6.1 49.0 34.7

Yogyakarta 66 0.0 1.5 0.0 15.2 18.2 24.2 40.9

Others 115 2.6 3.5 5.2 7.8 14.8 43.5 22.6


1.91.72.4 7.4 14.4 41.5 30.7

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Food promotion

There are 81.5% of the surveyed respondents who are satisfied with food promotion of Hotel they stayed at compared to 9.8% of dissatisfied percentage.


61


Neither agree nor



Total 417 1.7 4.1 4.1 8.6 16.5 36.5 28.5

BD 01: Gender

Male 231 1.3 4.8 4.8 9.1 17.7 35.5 26.8

Female 186 2.2 3.2 3.2 8.1 15.1 37.6 30.6

BD 02: Age Group

17 - 24 years old 115 0.9 5.2 5.2 9.6 16.5 29.6 33.0

25 - 29 years old 90 1.1 5.6 3.3 10.0 17.8 38.9 23.3

30 - 34 years old 81 3.7 3.7 3.7 8.6 17.3 38.3 24.7


BD 03: MHE





Jakarta 88 1.1 2.3 0.0 11.4 17.0 34.1 34.1

Bandung 48 2.1 2.1 4.2 8.3 18.8 35.4 29.2

Bali 51 3.9 5.9 11.8 2.0 9.8 43.1 23.5

Surabaya 49 4.1 6.1 2.0 2.0 16.3 40.8 28.6

Yogyakarta 66 0.0 1.5 3.0 12.1 16.7 33.3 33.3

Others 115 0.9 6.1 5.2 10.4 18.3 35.7 23.5


1.7 4.1 4.1 8.6 16.5 36.5 28.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


E. Detail findings




3.1 Hospitality

3.2 Accommodation







62

Level of Agreement - Availability of personal care amenities

There are 70.3% of the surveyed respondents who are satisfied with the availability of personal care amenities (spa, facial treatment, salon) of Hotelthey stayed at compared to 12.7% of dissatisfied percentage.


63


Neither agree nor



Total 417 2.4 5.3 5.0 17.0 22.8 36.0 11.5

BD 01: Gender

Male 231 2.2 4.3 6.1 20.8 24.2 32.9 9.5

Female 186 2.7 6.5 3.8 12.4 21.0 39.8 14.0

BD 02: Age Group

17 - 24 years old 115 5.2 6.1 7.8 13.9 26.1 31.3 9.6

25 - 29 years old 90 2.2 6.7 5.6 18.9 23.3 30.0 13.3

30 - 34 years old 81 1.2 6.2 6.2 12.3 23.5 38.3 12.3


BD 03: MHE





Jakarta 88 1.1 3.4 1.1 13.6 31.8 35.2 13.6

Bandung 48 2.1 6.3 4.2 10.4 20.8 45.8 10.4

Bali 51 5.9 3.9 3.9 9.8 15.7 43.1 17.6

Surabaya 49 0.0 4.1 2.0 20.4 20.4 40.8 12.2

Yogyakarta 66 1.5 4.5 4.5 22.7 22.7 33.3 10.6

Others 115 3.5 7.8 10.4 20.9 20.9 28.7 7.8


2.4 5.3 5.0 17.0 22.8 36.0 11.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Laundry service

There are 83.7% of the surveyed respondents who are satisfied with efficient laundry service of Hotel they stayed at compared to 5.5% of dissatisfied percentage.


64


Neither agree nor



Total 417 1.0 2.4 2.2 10.8 19.4 45.6 18.7

BD 01: Gender

Male 231 0.9 2.2 3.0 10.4 21.2 44.6 17.7

Female 186 1.1 2.7 1.1 11.3 17.2 46.8 19.9

BD 02: Age Group

17 - 24 years old 115 1.7 5.2 3.5 11.3 25.2 36.5 16.5

25 - 29 years old 90 2.2 2.2 2.2 10.0 21.1 46.7 15.6

30 - 34 years old 81 0.0 0.0 2.5 9.9 16.0 55.6 16.0


BD 03: MHE





Jakarta 88 0.0 2.3 2.3 6.8 21.6 44.3 22.7

Bandung 48 0.0 0.0 2.1 14.6 10.4 56.3 16.7

Bali 51 2.0 5.9 2.0 7.8 23.5 39.2 19.6

Surabaya 49 2.0 0.0 0.0 4.1 20.4 55.1 18.4

Yogyakarta 66 0.0 1.5 3.0 16.7 13.6 42.4 22.7

Others 115 1.7 3.5 2.6 13.0 22.6 42.6 13.9


1.02.42.2 10.8 19.4 45.6 18.7

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Frequent and on time Linen change service

There are 91.1% of the surveyed respondents who are satisfied with frequent and on time Linen change service (at no charge) of Hotel they stayed at compared to 3.6% of dissatisfied percentage.


65


Neither agree nor



Total 417 1.0 1.4 1.2 5.3 12.2 41.7 37.2

BD 01: Gender

Male 231 0.9 1.3 0.9 4.8 13.4 41.1 37.7

Female 186 1.1 1.6 1.6 5.9 10.8 42.5 36.6

BD 02: Age Group

17 - 24 years old 115 1.7 2.6 2.6 7.0 15.7 35.7 34.8

25 - 29 years old 90 2.2 1.1 1.1 5.6 11.1 50.0 28.9

30 - 34 years old 81 0.0 0.0 0.0 6.2 11.1 45.7 37.0


BD 03: MHE





Jakarta 88 0.0 2.3 0.0 6.8 9.1 40.9 40.9

Bandung 48 0.0 0.0 0.0 2.1 12.5 47.9 37.5

Bali 51 2.0 2.0 5.9 2.0 9.8 39.2 39.2

Surabaya 49 2.0 0.0 0.0 4.1 10.2 40.8 42.9

Yogyakarta 66 0.0 1.5 3.0 9.1 10.6 34.8 40.9

Others 115 1.7 1.7 0.0 5.2 17.4 45.2 28.7


1.01.41.2 5.3 12.2 41.7 37.2

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Free Newspaper

There are 83.2% of the surveyed respondents who are satisfied with free newspaper of Hotel they stayed at compared to 9.1% of dissatisfied percentage.


66


Neither agree nor



Total 417 1.7 3.6 3.8 7.7 13.9 39.3 30.0

BD 01: Gender

Male 231 2.2 4.3 3.0 7.8 13.4 37.7 31.6

Female 186 1.1 2.7 4.8 7.5 14.5 41.4 28.0

BD 02: Age Group

17 - 24 years old 115 2.6 3.5 5.2 9.6 15.7 33.0 30.4

25 - 29 years old 90 3.3 4.4 4.4 7.8 15.6 42.2 22.2

30 - 34 years old 81 1.2 3.7 3.7 8.6 12.3 42.0 28.4


BD 03: MHE





Jakarta 88 2.3 3.4 2.3 6.8 11.4 38.6 35.2

Bandung 48 0.0 2.1 6.3 6.3 16.7 35.4 33.3

Bali 51 2.0 7.8 5.9 5.9 13.7 39.2 25.5

Surabaya 49 2.0 0.0 2.0 2.0 10.2 51.0 32.7

Yogyakarta 66 0.0 3.0 6.1 15.2 13.6 34.8 27.3

Others 115 2.6 4.3 2.6 7.8 16.5 39.1 27.0


1.7 3.6 3.8 7.7 13.9 39.3 30.0

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Convenient airport coach

There are 79.4% of the surveyed respondents who are satisfied with economical and convenient airport coach of Hotel they stayed at compared to 8.4% of dissatisfied percentage.


67


Neither agree nor



Total 417 1.0 4.1 3.4 12.2 13.2 41.2 24.9

BD 01: Gender

Male 231 1.3 3.9 4.3 8.2 14.3 41.6 26.4

Female 186 0.5 4.3 2.2 17.2 11.8 40.9 23.1

BD 02: Age Group

17 - 24 years old 115 0.9 6.1 5.2 13.0 12.2 42.6 20.0

25 - 29 years old 90 2.2 4.4 1.1 14.4 17.8 42.2 17.8

30 - 34 years old 81 1.2 3.7 7.4 12.3 9.9 38.3 27.2


BD 03: MHE





Jakarta 88 2.3 3.4 3.4 8.0 12.5 42.0 28.4

Bandung 48 0.0 0.0 4.2 8.3 16.7 41.7 29.2

Bali 51 0.0 3.9 5.9 5.9 13.7 37.3 33.3

Surabaya 49 2.0 0.0 2.0 10.2 10.2 51.0 24.5

Yogyakarta 66 0.0 1.5 1.5 21.2 16.7 37.9 21.2

Others 115 0.9 9.6 3.5 15.7 11.3 40.0 19.1


1.04.1 3.4 12.2 13.2 41.2 24.9

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Travel guides and brochures

There are 82.0% of the surveyed respondents who are satisfied with the travel guides and brochures of Hotel they stayed at compared to 8.9% of dissatisfied percentage.


68


Neither agree nor



Total 417 1.7 3.8 3.4 9.1 19.2 41.2 21.6

BD 01: Gender

Male 231 2.2 3.9 3.9 7.8 20.8 39.8 21.6

Female 186 1.1 3.8 2.7 10.8 17.2 43.0 21.5

BD 02: Age Group

17 - 24 years old 115 0.9 5.2 3.5 9.6 20.0 40.9 20.0

25 - 29 years old 90 3.3 4.4 4.4 7.8 17.8 44.4 17.8

30 - 34 years old 81 3.7 2.5 4.9 9.9 23.5 34.6 21.0


BD 03: MHE





Jakarta 88 2.3 2.3 4.5 9.1 14.8 46.6 20.5

Bandung 48 0.0 6.3 0.0 6.3 18.8 43.8 25.0

Bali 51 2.0 5.9 5.9 2.0 17.6 41.2 25.5

Surabaya 49 0.0 2.0 2.0 10.2 20.4 34.7 30.6

Yogyakarta 66 0.0 3.0 3.0 9.1 24.2 36.4 24.2

Others 115 3.5 4.3 3.5 13.0 20.0 41.7 13.9


1.7 3.8 3.4 9.1 19.2 41.2 21.6

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - 24 hours taxi service

There are 83.2% of the surveyed respondents who are satisfied with the 24 hours taxi service of Hotel they stayed at compared to 7.4% of dissatisfied percentage.


69


Neither agree nor



Total 417 1.4 3.6 2.4 9.4 12.5 40.8 30.0

BD 01: Gender

Male 231 1.3 3.9 2.2 10.0 13.9 39.4 29.4

Female 186 1.6 3.2 2.7 8.6 10.8 42.5 30.6

BD 02: Age Group

17 - 24 years old 115 2.6 6.1 3.5 7.8 15.7 36.5 27.8

25 - 29 years old 90 2.2 4.4 2.2 11.1 11.1 45.6 23.3

30 - 34 years old 81 0.0 3.7 3.7 12.3 11.1 37.0 32.1


BD 03: MHE





Jakarta 88 1.1 1.1 2.3 6.8 8.0 44.3 36.4

Bandung 48 0.0 2.1 2.1 10.4 20.8 39.6 25.0

Bali 51 5.9 3.9 3.9 2.0 15.7 33.3 35.3

Surabaya 49 0.0 2.0 0.0 4.1 10.2 51.0 32.7

Yogyakarta 66 0.0 4.5 1.5 10.6 15.2 37.9 30.3

Others 115 1.7 6.1 3.5 15.7 10.4 39.1 23.5


1.43.6 2.4 9.4 12.5 40.8 30.0

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Recreational facilities (swimming pool, gym, park, etc)

There are 76.3% of the surveyed respondents who are satisfied with recreational facilities of Hotel they stayed at compared to 12.7% of dissatisfied percentage.


70


Neither agree nor



Total 417 2.2 7.7 2.9 11.0 20.4 38.4 17.5

BD 01: Gender

Male 231 3.5 6.5 3.5 13.9 20.3 36.4 16.0

Female 186 0.5 9.1 2.2 7.5 20.4 40.9 19.4

BD 02: Age Group

17 - 24 years old 115 0.9 9.6 1.7 11.3 20.0 33.0 23.5

25 - 29 years old 90 5.6 10.0 5.6 13.3 23.3 27.8 14.4

30 - 34 years old 81 2.5 4.9 4.9 11.1 17.3 39.5 19.8


BD 03: MHE





Jakarta 88 1.1 5.7 1.1 11.4 22.7 38.6 19.3

Bandung 48 4.2 8.3 4.2 6.3 22.9 31.3 22.9

Bali 51 2.0 7.8 2.0 5.9 15.7 47.1 19.6

Surabaya 49 0.0 8.2 0.0 6.1 18.4 44.9 22.4

Yogyakarta 66 1.5 7.6 1.5 13.6 21.2 43.9 10.6

Others 115 3.5 8.7 6.1 15.7 20.0 31.3 14.8


2.2 7.7 2.9 11.0 20.4 38.4 17.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Availability and access to entertainment facilities

There are 89.4% of the surveyed respondents who are satisfied with easy access to entertainment facilities of Hotel they stayed at compared to 4.3% of dissatisfied percentage.


71

nStrongly Disagree Disagree

Somewhat

Disagree

Neither agree nor



Total 417 1.7 1.4 1.2 6.2 13.7 40.8 35.0

BD 01: Gender

Male 231 1.7 0.9 1.3 7.4 13.4 42.4 32.9

Female 186 1.6 2.2 1.1 4.8 14.0 38.7 37.6

BD 02: Age Group

17 - 24 years old 115 1.7 2.6 1.7 8.7 15.7 41.7 27.8

25 - 29 years old 90 3.3 1.1 2.2 7.8 13.3 36.7 35.6

30 - 34 years old 81 2.5 0.0 0.0 3.7 16.0 37.0 40.7


BD 03: MHE





Jakarta 88 1.1 2.3 1.1 5.7 8.0 51.1 30.7

Bandung 48 2.1 0.0 0.0 4.2 22.9 39.6 31.3

Bali 51 2.0 2.0 2.0 7.8 13.7 29.4 43.1

Surabaya 49 2.0 0.0 0.0 4.1 8.2 44.9 40.8

Yogyakarta 66 0.0 1.5 1.5 7.6 16.7 34.8 37.9

Others 115 2.6 1.7 1.7 7.0 14.8 40.0 32.2


1.71.41.2 6.2 13.7 40.8 35.0

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


E. Detail findings




3.1 Hospitality

3.2 Accommodation







72

Level of Agreement – Attractive physical appearance of hotel

There are 93.8% of the surveyed respondents who are satisfied with pleasing physical appearance of Hotel they stayed at compared to 3.1% of dissatisfied percentage.


73


Neither agree nor



Total 417 1.0 0.7 1.4 3.1 15.3 47.7 30.7

BD 01: Gender

Male 231 1.3 0.9 1.7 2.6 15.2 47.2 31.2

Female 186 0.5 0.5 1.1 3.8 15.6 48.4 30.1

BD 02: Age Group

17 - 24 years old 115 2.6 0.9 0.9 5.2 17.4 44.3 28.7

25 - 29 years old 90 1.1 0.0 1.1 2.2 18.9 48.9 27.8

30 - 34 years old 81 0.0 0.0 2.5 0.0 12.3 55.6 29.6


BD 03: MHE





Jakarta 88 0.0 1.1 1.1 2.3 15.9 48.9 30.7

Bandung 48 2.1 0.0 0.0 2.1 16.7 41.7 37.5

Bali 51 2.0 2.0 0.0 2.0 7.8 47.1 39.2

Surabaya 49 2.0 0.0 0.0 4.1 14.3 51.0 28.6

Yogyakarta 66 0.0 0.0 0.0 1.5 21.2 42.4 34.8

Others 115 0.9 0.9 4.3 5.2 14.8 51.3 22.6


1.00.71.43.1 15.3 47.7 30.7

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement – Nice interior & exterior decor

There are 92.8% of the surveyed respondents who are satisfied with stylish interior & exterior decor of Hotel they stayed at compared to 3.1% of dissatisfied percentage.


74


Neither agree nor



Total 417 0.2 1.0 1.9 4.1 15.8 43.4 33.6

BD 01: Gender

Male 231 0.4 0.9 2.2 3.5 15.2 43.3 34.6

Female 186 0.0 1.1 1.6 4.8 16.7 43.5 32.3

BD 02: Age Group

17 - 24 years old 115 0.9 1.7 3.5 5.2 17.4 42.6 28.7

25 - 29 years old 90 0.0 1.1 1.1 4.4 25.6 36.7 31.1

30 - 34 years old 81 0.0 0.0 1.2 2.5 9.9 45.7 40.7


BD 03: MHE





Jakarta 88 0.0 1.1 0.0 3.4 12.5 47.7 35.2

Bandung 48 0.0 2.1 0.0 6.3 14.6 41.7 35.4

Bali 51 0.0 2.0 2.0 2.0 17.6 41.2 35.3

Surabaya 49 2.0 0.0 0.0 0.0 14.3 46.9 36.7

Yogyakarta 66 0.0 0.0 1.5 0.0 19.7 43.9 34.8

Others 115 0.0 0.9 5.2 8.7 16.5 40.0 28.7


0.21.01.9 4.1 15.8 43.4 33.6

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement – Eye-catching hotel view

There are 85.6% of the surveyed respondents who are satisfied with spectacular view of Hotel they stayed at compared to 7.2% of dissatisfied percentage.


75


Neither agree nor



Total 417 0.5 4.3 2.4 7.2 16.1 34.8 34.8

BD 01: Gender

Male 231 0.9 3.0 2.2 7.4 14.3 35.5 36.8

Female 186 0.0 5.9 2.7 7.0 18.3 33.9 32.3

BD 02: Age Group

17 - 24 years old 115 0.0 6.1 4.3 7.0 13.0 38.3 31.3

25 - 29 years old 90 0.0 5.6 2.2 5.6 21.1 27.8 37.8

30 - 34 years old 81 1.2 1.2 2.5 8.6 19.8 32.1 34.6


BD 03: MHE





Jakarta 88 1.1 4.5 0.0 6.8 13.6 37.5 36.4

Bandung 48 0.0 2.1 2.1 12.5 12.5 37.5 33.3

Bali 51 0.0 3.9 3.9 5.9 19.6 25.5 41.2

Surabaya 49 0.0 4.1 0.0 6.1 12.2 44.9 32.7

Yogyakarta 66 0.0 6.1 1.5 4.5 21.2 24.2 42.4

Others 115 0.9 4.3 5.2 7.8 16.5 37.4 27.8


0.54.3 2.4 7.2 16.1 34.8 34.8

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Convenient & accessible location

There are 95.2% of the surveyed respondents who are satisfied with convenient & accessible location of Hotel they stayed at compared to 1.4% of dissatisfied percentage.


76


Neither agree nor



Total 417 0.7 0.2 0.5 3.4 11.5 38.6 45.1

BD 01: Gender

Male 231 0.9 0.4 0.4 3.5 11.3 37.2 46.3

Female 186 0.5 0.0 0.5 3.2 11.8 40.3 43.5

BD 02: Age Group

17 - 24 years old 115 2.6 0.0 0.9 5.2 13.0 38.3 40.0

25 - 29 years old 90 0.0 0.0 0.0 3.3 12.2 43.3 41.1

30 - 34 years old 81 0.0 0.0 0.0 4.9 13.6 28.4 53.1


BD 03: MHE





Jakarta 88 0.0 1.1 1.1 1.1 11.4 36.4 48.9

Bandung 48 0.0 0.0 0.0 6.3 4.2 54.2 35.4

Bali 51 0.0 0.0 2.0 3.9 13.7 35.3 45.1

Surabaya 49 2.0 0.0 0.0 2.0 8.2 34.7 53.1

Yogyakarta 66 0.0 0.0 0.0 0.0 16.7 33.3 50.0

Others 115 1.7 0.0 0.0 6.1 12.2 40.0 40.0


0.70.20.53.4 11.5 38.6 45.1

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Convenient parking lot

There are 92.1% of the surveyed respondents who are satisfied with convenient parking of Hotel they stayed at compared to 3.4% of dissatisfied percentage.


77


Neither agree nor



Total 417 0.7 1.2 1.4 4.6 11.8 38.1 42.2

BD 01: Gender

Male 231 0.9 2.2 1.3 4.8 9.5 37.7 43.7

Female 186 0.5 0.0 1.6 4.3 14.5 38.7 40.3

BD 02: Age Group

17 - 24 years old 115 2.6 0.9 0.0 6.1 11.3 37.4 41.7

25 - 29 years old 90 0.0 2.2 1.1 4.4 14.4 41.1 36.7

30 - 34 years old 81 0.0 1.2 1.2 3.7 13.6 32.1 48.1


BD 03: MHE





Jakarta 88 0.0 2.3 2.3 4.5 11.4 37.5 42.0

Bandung 48 0.0 0.0 0.0 4.2 14.6 39.6 41.7

Bali 51 0.0 2.0 0.0 7.8 7.8 47.1 35.3

Surabaya 49 2.0 0.0 0.0 4.1 6.1 34.7 53.1

Yogyakarta 66 0.0 0.0 3.0 1.5 15.2 31.8 48.5

Others 115 1.7 1.7 1.7 5.2 13.0 39.1 37.4


0.71.21.4 4.6 11.8 38.1 42.2

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


E. Detail findings




3.1 Hospitality

3.2 Accommodation







78

Level of Agreement - Reasonable Hotel room price

There are 92.3% of the surveyed respondents who are satisfied with reasonable price of Hotel they stayed at compared to 3.1% of dissatisfied percentage.


79


Neither agree nor



Total 417 0.2 0.7 2.2 4.6 13.4 40.0 38.8

BD 01: Gender

Male 231 0.0 0.9 2.2 4.3 12.6 39.4 40.7

Female 186 0.5 0.5 2.2 4.8 14.5 40.9 36.6

BD 02: Age Group

17 - 24 years old 115 0.9 1.7 2.6 6.1 13.0 35.7 40.0

25 - 29 years old 90 0.0 0.0 2.2 4.4 15.6 36.7 41.1

30 - 34 years old 81 0.0 0.0 1.2 4.9 16.0 45.7 32.1


BD 03: MHE





Jakarta 88 0.0 1.1 2.3 3.4 15.9 43.2 34.1

Bandung 48 0.0 0.0 0.0 6.3 14.6 43.8 35.4

Bali 51 2.0 0.0 3.9 2.0 13.7 41.2 37.3

Surabaya 49 0.0 4.1 0.0 2.0 12.2 34.7 46.9

Yogyakarta 66 0.0 0.0 0.0 10.6 6.1 40.9 42.4

Others 115 0.0 0.0 4.3 3.5 15.7 37.4 39.1


0.20.72.2 4.6 13.4 40.0 38.8

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Value for money

There are 93.0% of the surveyed respondents who are satisfied with the appropriate price of Hotel they stayed at compared to 2.4% of dissatisfied percentage.


80


Neither agree nor



Total 417 0.5 0.7 1.2 4.6 9.4 45.3 38.4

BD 01: Gender

Male 231 0.9 0.4 0.9 3.5 9.1 47.2 38.1

Female 186 0.0 1.1 1.6 5.9 9.7 43.0 38.7

BD 02: Age Group

17 - 24 years old 115 0.9 0.9 1.7 6.1 10.4 40.0 40.0

25 - 29 years old 90 1.1 0.0 2.2 3.3 10.0 46.7 36.7

30 - 34 years old 81 0.0 0.0 1.2 4.9 7.4 51.9 34.6


BD 03: MHE





Jakarta 88 0.0 0.0 0.0 4.5 9.1 45.5 40.9

Bandung 48 2.1 0.0 0.0 6.3 4.2 52.1 35.4

Bali 51 0.0 3.9 2.0 7.8 7.8 45.1 33.3

Surabaya 49 2.0 2.0 0.0 2.0 6.1 42.9 44.9

Yogyakarta 66 0.0 0.0 0.0 3.0 10.6 36.4 50.0

Others 115 0.0 0.0 3.5 4.3 13.0 48.7 30.4


0.50.71.2 4.6 9.4 45.3 38.4

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Online booking facilities

There are 90.9% of the surveyed respondents who are satisfied with online booking facilities of Hotel they stayed at compared to 3.8% of dissatisfied percentage.


81


Neither agree nor



Total 417 0.5 1.4 1.9 5.3 11.3 42.4 37.2

BD 01: Gender

Male 231 0.9 1.3 1.3 4.8 10.4 42.9 38.5

Female 186 0.0 1.6 2.7 5.9 12.4 41.9 35.5

BD 02: Age Group

17 - 24 years old 115 0.9 1.7 2.6 7.0 17.4 33.9 36.5

25 - 29 years old 90 0.0 1.1 3.3 7.8 5.6 48.9 33.3

30 - 34 years old 81 1.2 0.0 2.5 3.7 8.6 46.9 37.0


BD 03: MHE





Jakarta 88 0.0 0.0 1.1 2.3 12.5 48.9 35.2

Bandung 48 0.0 0.0 0.0 4.2 8.3 47.9 39.6

Bali 51 0.0 2.0 2.0 11.8 9.8 25.5 49.0

Surabaya 49 2.0 0.0 0.0 6.1 8.2 53.1 30.6

Yogyakarta 66 0.0 0.0 1.5 4.5 9.1 34.8 50.0

Others 115 0.9 4.3 4.3 5.2 14.8 42.6 27.8


0.51.41.9 5.3 11.3 42.4 37.2

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Convenient payment method

There are 95.4% of the surveyed respondents who are satisfied withthe convenient payment method of Hotel they stayed at compared to 1.4% of dissatisfied percentage.


82


Neither agree nor



Total 417 0.2 0.5 0.7 3.1 8.4 46.0 41.0

BD 01: Gender

Male 231 0.4 0.4 0.9 1.7 5.6 46.8 44.2

Female 186 0.0 0.5 0.5 4.8 11.8 45.2 37.1

BD 02: Age Group

17 - 24 years old 115 0.9 0.0 0.9 4.3 9.6 45.2 39.1

25 - 29 years old 90 0.0 0.0 0.0 5.6 12.2 51.1 31.1

30 - 34 years old 81 0.0 0.0 2.5 2.5 6.2 46.9 42.0


BD 03: MHE





Jakarta 88 0.0 0.0 1.1 3.4 8.0 45.5 42.0

Bandung 48 0.0 0.0 4.2 0.0 6.3 52.1 37.5

Bali 51 0.0 2.0 0.0 5.9 9.8 37.3 45.1

Surabaya 49 2.0 2.0 0.0 0.0 8.2 42.9 44.9

Yogyakarta 66 0.0 0.0 0.0 3.0 4.5 45.5 47.0

Others 115 0.0 0.0 0.0 4.3 11.3 49.6 34.8


0.20.50.73.1 8.4 46.0 41.0

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Efficient payment counter

There are 96.2% of the surveyed respondents who are satisfied with efficient payment counter of Hotel they stayed at compared to 1.0% of dissatisfied percentage.


83


Neither agree nor



Total 417 0.5 0.2 0.2 2.9 11.5 51.8 32.9

BD 01: Gender

Male 231 0.9 0.0 0.0 2.2 11.3 49.4 36.4

Female 186 0.0 0.5 0.5 3.8 11.8 54.8 28.5

BD 02: Age Group

17 - 24 years old 115 0.9 0.0 0.0 2.6 16.5 47.8 32.2

25 - 29 years old 90 0.0 1.1 0.0 7.8 10.0 53.3 27.8

30 - 34 years old 81 0.0 0.0 0.0 2.5 11.1 51.9 34.6


BD 03: MHE





Jakarta 88 0.0 1.1 0.0 2.3 9.1 52.3 35.2

Bandung 48 0.0 0.0 0.0 4.2 8.3 52.1 35.4

Bali 51 2.0 0.0 0.0 5.9 11.8 47.1 33.3

Surabaya 49 2.0 0.0 2.0 0.0 10.2 51.0 34.7

Yogyakarta 66 0.0 0.0 0.0 1.5 12.1 53.0 33.3

Others 115 0.0 0.0 0.0 3.5 14.8 53.0 28.7


0.50.20.22.9 11.5 51.8 32.9

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Room promotion / discount

There are 86.8% of the surveyed respondents who are satisfied with room promotion / discount of Hotel they stayed at compared to 4.3% of dissatisfied percentage.


84


Neither agree nor



Total 417 0.0 1.9 2.4 8.9 10.1 36.2 40.5

BD 01: Gender

Male 231 0.0 2.2 3.0 8.2 7.4 32.9 46.3

Female 186 0.0 1.6 1.6 9.7 13.4 40.3 33.3

BD 02: Age Group

17 - 24 years old 115 0.0 4.3 0.9 9.6 12.2 31.3 41.7

25 - 29 years old 90 0.0 0.0 5.6 8.9 14.4 30.0 41.1

30 - 34 years old 81 0.0 0.0 1.2 9.9 6.2 46.9 35.8


BD 03: MHE





Jakarta 88 0.0 1.1 1.1 9.1 10.2 39.8 38.6

Bandung 48 0.0 2.1 0.0 4.2 6.3 45.8 41.7

Bali 51 0.0 3.9 2.0 11.8 7.8 35.3 39.2

Surabaya 49 0.0 2.0 2.0 4.1 8.2 42.9 40.8

Yogyakarta 66 0.0 1.5 1.5 13.6 12.1 27.3 43.9

Others 115 0.0 1.7 5.2 8.7 12.2 32.2 40.0


0.01.92.4 8.9 10.1 36.2 40.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


E. Detail findings




3.1 Hospitality

3.2 Accommodation







85

Level of Agreement - Meeting facilities (conference hall, audio visual and light equipment)

There are 85.1% of the surveyed respondents who are satisfied with meeting facilities of Hotel they stayed at compared to 5.5% of dissatisfied percentage.


86


Neither agree nor



Total 417 0.7 2.2 2.6 9.4 15.6 44.6 24.9

BD 01: Gender

Male 231 0.9 2.6 2.2 7.8 14.7 45.9 26.0

Female 186 0.5 1.6 3.2 11.3 16.7 43.0 23.7

BD 02: Age Group

17 - 24 years old 115 1.7 3.5 2.6 12.2 20.0 39.1 20.9

25 - 29 years old 90 0.0 2.2 5.6 6.7 18.9 42.2 24.4

30 - 34 years old 81 1.2 0.0 2.5 6.2 13.6 51.9 24.7


BD 03: MHE





Jakarta 88 0.0 2.3 1.1 9.1 18.2 42.0 27.3

Bandung 48 0.0 0.0 4.2 4.2 20.8 50.0 20.8

Bali 51 2.0 5.9 3.9 5.9 15.7 49.0 17.6

Surabaya 49 2.0 0.0 0.0 4.1 12.2 46.9 34.7

Yogyakarta 66 0.0 3.0 0.0 19.7 16.7 30.3 30.3

Others 115 0.9 1.7 5.2 9.6 12.2 49.6 20.9


0.01.92.4 8.9 10.1 36.2 40.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement - Business package offerings

There are 79.6% of the surveyed respondents who are satisfied with business package offers of Hotel they stayed at compared to 7.9% of dissatisfied percentage.


87


Neither agree nor



Total 417 0.5 3.1 4.3 12.5 18.7 39.3 21.6

BD 01: Gender

Male 231 0.9 2.6 4.8 10.4 18.6 39.4 23.4

Female 186 0.0 3.8 3.8 15.1 18.8 39.2 19.4

BD 02: Age Group

17 - 24 years old 115 0.0 7.0 6.1 16.5 20.0 35.7 14.8

25 - 29 years old 90 1.1 1.1 5.6 13.3 23.3 30.0 25.6

30 - 34 years old 81 1.2 1.2 3.7 11.1 16.0 46.9 19.8


BD 03: MHE





Jakarta 88 0.0 3.4 3.4 11.4 21.6 36.4 23.9

Bandung 48 0.0 0.0 6.3 4.2 16.7 47.9 25.0

Bali 51 2.0 3.9 7.8 11.8 19.6 37.3 17.6

Surabaya 49 0.0 2.0 2.0 4.1 18.4 46.9 26.5

Yogyakarta 66 0.0 1.5 1.5 24.2 16.7 30.3 25.8

Others 115 0.9 5.2 5.2 13.9 18.3 40.9 15.7


0.72.22.6 9.4 15.6 44.6 24.9

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Level of Agreement – Fully-equipped Business Rooms (convention centre, show room, ballroom)

There are 83.9% of the surveyed respondents who are satisfied with rooms eqipped with audio, light & sound system of Hotel they stayed at compared to 7.7% of dissatisfied percentage.


88


Neither agree nor



Total 417 1.0 2.6 4.1 8.4 16.3 42.4 25.2

BD 01: Gender

Male 231 1.3 1.7 3.0 8.7 15.2 44.2 26.0

Female 186 0.5 3.8 5.4 8.1 17.7 40.3 24.2

BD 02: Age Group

17 - 24 years old 115 1.7 3.5 4.3 12.2 14.8 44.3 19.1

25 - 29 years old 90 2.2 2.2 4.4 8.9 20.0 35.6 26.7

30 - 34 years old 81 0.0 1.2 4.9 4.9 14.8 43.2 30.9


BD 03: MHE





Jakarta 88 0.0 2.3 3.4 9.1 17.0 43.2 25.0

Bandung 48 0.0 0.0 6.3 4.2 16.7 41.7 31.3

Bali 51 2.0 3.9 3.9 9.8 15.7 35.3 29.4

Surabaya 49 2.0 0.0 0.0 6.1 10.2 51.0 30.6

Yogyakarta 66 1.5 3.0 1.5 13.6 22.7 28.8 28.8

Others 115 0.9 4.3 7.0 7.0 14.8 49.6 16.5


1.02.6 4.1 8.4 16.3 42.4 25.2

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


E. Detail findings




3.1 Hospitality

3.2 Accommodation







89

I will continue using Hotel services when I have demand

There are 87.5% of the surveyed respondents who admitted to continue using Hotel services when they have demand compared to 3.6% of disagreement percentage.


90


Neither agree nor



Total 417 0.2 1.0 2.4 8.9 14.6 51.6 21.3

BD 01: Gender

Male 231 0.4 0.9 2.6 8.7 13.0 51.9 22.5

Female 186 0.0 1.1 2.2 9.1 16.7 51.1 19.9

BD 02: Age Group

17 - 24 years old 115 0.9 1.7 4.3 7.8 16.5 49.6 19.1

25 - 29 years old 90 0.0 1.1 2.2 7.8 20.0 47.8 21.1

30 - 34 years old 81 0.0 0.0 2.5 12.3 12.3 46.9 25.9


BD 03: MHE





Jakarta 88 0.0 0.0 1.1 9.1 18.2 56.8 14.8

Bandung 48 0.0 0.0 2.1 14.6 10.4 54.2 18.8

Bali 51 0.0 5.9 2.0 7.8 13.7 37.3 33.3

Surabaya 49 2.0 0.0 2.0 2.0 6.1 57.1 30.6

Yogyakarta 66 0.0 1.5 1.5 1.5 22.7 51.5 21.2

Others 115 0.0 0.0 4.3 13.9 13.0 50.4 18.3


0.21.02.4 8.9 14.6 51.6 21.3

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


I will continue using long-term Hotel services

There are 81.8% of the surveyed respondents who admitted to continue using long–term Hotel services compared to 5.3% of disagreement percentage.


91


Neither agree nor



Total 417 0.5 2.4 2.4 12.9 18.2 48.0 15.6

BD 01: Gender

Male 231 0.9 2.6 2.6 10.8 19.0 48.5 15.6

Female 186 0.0 2.2 2.2 15.6 17.2 47.3 15.6

BD 02: Age Group

17 - 24 years old 115 0.9 5.2 5.2 12.2 19.1 42.6 14.8

25 - 29 years old 90 0.0 2.2 0.0 15.6 24.4 44.4 13.3

30 - 34 years old 81 1.2 0.0 2.5 13.6 13.6 53.1 16.0


BD 03: MHE





Jakarta 88 0.0 2.3 0.0 15.9 18.2 48.9 14.8

Bandung 48 0.0 2.1 2.1 16.7 16.7 50.0 12.5

Bali 51 0.0 3.9 7.8 7.8 13.7 41.2 25.5

Surabaya 49 2.0 2.0 2.0 6.1 12.2 59.2 16.3

Yogyakarta 66 0.0 1.5 0.0 13.6 22.7 43.9 18.2

Others 115 0.9 2.6 3.5 13.9 20.9 47.0 11.3


0.52.42.4 12.9 18.2 48.0 15.6

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


I will recommend Hotel service to friends / colleagues / family

There are 83.4% of the surveyed respondents who admitted to recommend Hotel service to friends / colleagues / family compared to 4.0% of disagreement percentage.


92


Neither agree nor



Total 417 0.7 1.9 1.4 12.5 13.4 52.5 17.5

BD 01: Gender

Male 231 1.3 1.3 0.9 13.0 11.3 52.4 19.9

Female 186 0.0 2.7 2.2 11.8 16.1 52.7 14.5

BD 02: Age Group

17 - 24 years old 115 1.7 3.5 2.6 13.0 18.3 48.7 12.2

25 - 29 years old 90 0.0 2.2 1.1 15.6 13.3 48.9 18.9

30 - 34 years old 81 1.2 1.2 0.0 12.3 7.4 59.3 18.5


BD 03: MHE





Jakarta 88 1.1 2.3 0.0 13.6 11.4 48.9 22.7

Bandung 48 0.0 0.0 2.1 16.7 12.5 58.3 10.4

Bali 51 0.0 2.0 0.0 17.6 5.9 43.1 31.4

Surabaya 49 2.0 4.1 0.0 6.1 8.2 59.2 20.4

Yogyakarta 66 0.0 1.5 1.5 10.6 21.2 47.0 18.2

Others 115 0.9 1.7 3.5 11.3 16.5 57.4 8.7


0.71.91.4 12.5 13.4 52.5 17.5

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0


Customer Satisfaction and Loyalty Effect by Hotel Areas

Hotel Area who score in the ‘Zone of Indifference’ have customers/hotel guests who are not too loyal because they are vulnerable to other Hotels (competitors) who can push their overall guests satisfaction scores higher. Those customers are provided with many Hotel choices that have same service offering.

93

Satisfaction Score

Zone of defection

Zone of indifferent

Zone of Loyalty

Loya

lty

Sco

re

Very Dissatisfied Quite Satisfied Enough

Satisfied Very Satisfied

0.00

100.00

CSI & CLI using 0.00 – 100.00 scale, which:

0.00 - 24.90 : Very dissatisfied / Very Small 62.50 - 74.90 : Quite Satisfied Enough / Quite Big

25.00 - 49.90 : Dissatisfied / Small 75.00 - 87.50 : Satisfied / Big

50.00 - 62.50 : Neutral 87.50 - 100.00 : Very Satisfied / Very Big

Additional Information : *CSI : Customer Satisfaction Index

*CLI : Customer Loyalty Index

No. Hotel CSI CLI

1. Jakarta 83.11 77.74

2. Yogyakarta 82.61 78.41

3. Bali 79.60 78.52

4. Surabaya 83.60 80.20

5. Bandung 83.32 76.57

1

2

3

4

5

Customer Satisfaction Grid

• Opportunities for Improvement: The grid below suggests that Hospitality service in a Hotel are perceived to be very important to respondents, but performance levels are fairly low. This suggests that improvement efforts for delivering better service should be concentrated here.

• High Quality: Attributes placed in this quadrant such as Accomodation, Food and Beverage, Appearance and Location, and Pricing and payment Mode are perceived to be very important to respondents, and at the same time, the Hotel seems to have high levels of performance in these services being offered by a Hotel.

94

High QualityHigh ImportanceHigh Satisfaction

Low ImportanceHigh Satisfaction

Opportunities for Improvement

High ImportanceLow Satisfaction

Low ImportanceLow Satisfaction

0.500 HighLow

CSI Overall : 81.47

High

Low

1

2

34

56

7

Attributes:

1. HOSPITALITY

2. ACCOMMODATION

3. FOOD AND BEVERAGE

4. SUPPLEMENTARY SERVICES AND ENTERTAINMENT

5. HOTEL APPEARANCE

6. PRICING AND PAYMENT MODE

7. VALUE ADDED SERVICES

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Report on Satisfaction Level toward Hotel Services in Indonesia 2014

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