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Vol. 8 No. 1 (2026): September

The Implementation of Transportation Service Quality to Enhance Guest Satisfaction at The ONE Legian Hotel

https://doi.org/10.35912/joste.v8.n1.p1-20.2026
09 Sep 2026

Abstract

Purpose: This study examines the implementation of transportation service quality and its influence on guest satisfaction at The ONE Legian Hotel, Bali.

Research Methodology: An explanatory sequential mixed-methods design was used. Transportation service quality was assessed using the SERVQUAL dimensions of reliability, responsiveness, assurance, empathy, and tangibility. Quantitative data were collected from 115 hotel guests and analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS). Qualitative data were gathered through in-depth interviews with guests and hotel management to explain and enrich these quantitative results.

Results: SEM-PLS results showed that empathy (β = 0.731, p < 0.001), reliability (β = 0.267, p < 0.001), and tangibles (β = 0.215, p = 0.035) significantly improved guest satisfaction, while responsiveness negatively affected it (β = −0.224, p < 0.001). Assurance was insignificant (β = −0.003, p = 0.980). The model explained 85.3% of the variance in guest satisfaction (R² = 0.853). Qualitative findings emphasized dependable service, personalized attention, and vehicle condition as key priorities for customers.

Conclusions: Transportation service quality significantly affects guest satisfaction, with empathy being the strongest determinant. Reliability and tangibility also contributed positively to satisfaction.

Limitations: This study was limited to a single four-star hotel and transportation service. This study extends the application of SERVQUAL to hotel-operated transportation services and offers practical insights for improving service performance and guest satisfaction.

Contributions: This study extends the Service Quality (SERVQUAL) application in hotel transportation services and provides insights into improving guest satisfaction.

Keywords

Guest Satisfaction Hospitality Hotel Transportation Services SERVQUAL Transportation Service Quality

How to Cite

Diawan, I. M. D., Oka, I. M. D. ., & Ginaya, G. (2026). The Implementation of Transportation Service Quality to Enhance Guest Satisfaction at The ONE Legian Hotel. Journal of Sustainable Tourism and Entrepreneurship, 8(1), 1–20. https://doi.org/10.35912/joste.v8.n1.p1-20.2026

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Authors

1 I Made David Diawan
Politeknik Negeri Bali, Badung, Indonesia
2 I Made Darma Oka
Politeknik Negeri Bali, Badung, Indonesia
3 Gede Ginaya
Politeknik Negeri Bali, Badung, Indonesia

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Vol. 8 No. 1 (2026): September
Section: Articles
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