PENGARUH PENGALAMAN PELANGGAN FASILITAS DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN PADA CANGGU SPIRIT GUEST HOUSE

Abstract

perception on customer satisfaction at Canggu Spirit Guest House. The research employs a quantitative approach using surveys distributed to guests who have stayed at the hotel. Data analysis  was  conducted  using  t-tests  and  F-tests  to  examine  both  partial  and  simultaneous effects among the variables. The results indicate that customer experience has a positive and significant impact on satisfaction, meaning that better experiences lead to higher satisfaction levels. Hotel facilities also show a positive and significant effect, indicating that adequate and complete  facilities  enhance guest comfort and satisfaction. Furthermore,  price  perception positively  and  significantly  influences  satisfaction,  suggesting  that  prices  aligned  with  the quality   and   services   received   improve customer satisfaction. Simultaneously, the  three variables  customer  experience,  facilities,  and price perception—collectively  have  a  significant effect  on  customer  satisfaction,  highlighting  the importance of integrating  these  factors  to enhance guest satisfaction. The study concludes that to improve customer satisfaction, hotel management should focus on enriching customer experience, providing optimal facilities, and setting  prices  according  to  consumer  expectations.  The  research  contributes theoretically through the application of the Expectancy Disconfirmation Theory and   offers practical implications for hotel service management.