Factors Influencing Customer Satisfaction in Hospitality Services at Eden Residence Hotel

Abstract

This study aimed to identify and analyze the key factors influencing customer satisfaction in the hospitality services of Eden Residence Hotel. The research focused on multiple dimensions, including service quality, cleanliness, pricing, food and beverage services, location and accessibility, customer expectations, and technology. Data were collected from 19 guests through a structured questionnaire and analyzed using descriptive statistics, including the mean and standard deviation (S.D.) generated by the SPSS program. The findings revealed that service quality (x̅ = 4.55, S.D. = 0.76) was the most influential factor in determining guest satisfaction, followed by technology (x̅ = 4.20) and customer expectations (x̅ = 4.33). Cleanliness (x̅ = 4.23), location (x̅ = 3.97), and pricing (x̅ = 4.00) were also identified as important contributors. While most guests expressed satisfaction with the hotel’s services, areas for improvement were noted in pricing transparency, food freshness, housekeeping responsiveness, and signage to improve accessibility. The study concludes that customer satisfaction at Eden Residence Hotel is shaped by both tangible services and intangible experiences. The results suggest that continued investment in service training, technological upgrades, and accurate marketing communications will enhance guest satisfaction and strengthen the hotel’s competitive advantage. Recommendations were provided to address specific operational gaps and better align services with guest expectations.