Pengaruh Fasilitas dan Kualitas Pelayanan terhadap Kepuasan Pelanggan di Aqilah Vila Bali

The Influence of Facilities and Service Quality on Customer Satisfaction in Aqilah Villa Bali

Abstract

Competition in Bali’s accommodation industry requires villa managers to provide adequate facilities and high-quality services to maintain customer satisfaction. This study aims to analyze the effect of facilities and service quality on customer satisfaction at Aqilah Vila Bali. A quantitative approach was employed with a population of 260 customers during January–March 2026. A sample of 72 respondents was determined using the Slovin formula with a 10% margin of error and selected through probability sampling using simple random sampling. Data were collected through a Google Form questionnaire distributed via WhatsApp and analyzed using SPSS version 27 through multiple linear regression. The resulting regression equation was Y = 13.154 + 0.181X1 + 0.490X2. Facilities had a positive and significant effect on customer satisfaction, with a t-value of 3.681 and a significance level of 0.000, while service quality also had a positive and significant effect, with a t-value of 8.750 and a significance level of 0.000. The simultaneous test produced an F-value of 89.632 with a significance level of 0.000. The R² value of 72.2% indicates that facilities and service quality jointly explain 72.2% of the variation in customer satisfaction.