Volume 3 Issue 1 | 2026 | View PDF
Paper Id:IJMSM-V3I1P102
doi: 10.71141/30485037/V3I1P102

The Influence of Service Quality, Price, and Facilities on Customer Satisfaction at Timor Plaza Hotel, Dili Timor Leste

Tomas da Costa Alves, Leonisia da Silva Mariz

Citation:
Tomas da Costa Alves, Leonisia da Silva Mariz, "The Influence of Service Quality, Price, and Facilities on Customer Satisfaction at Timor Plaza Hotel, Dili Timor Leste" International Journal of Multidisciplinary on Science and Management, Vol. 3, No. 1, pp. 8-17, 2026.

Abstract:
The development of the tourism sector in Timor-Leste has driven increased competition in the hotel industry, making guest satisfaction a key factor for hotel success. This study aims to analyze the influence of service quality, price, and facilities on guest satisfaction at the Timor Plaza Hotel, Dili. This study uses a quantitative approach with a correlational method. Data were collected through questionnaires distributed to 148 respondents who were hotel guests and analyzed using inferential statistical analysis based on Partial Least Squares (PLS). The results show that service quality has a positive and significant effect on guest satisfaction. Price does not have a positive and significant effect on guest satisfaction. In addition, hotel facilities are proven to have no positive and significant effect on guest satisfaction. This study is expected to be a consideration for hotel management in improving service quality and competitiveness.

Keywords: Service Quality, Price, Facilities, Guest Satisfaction.

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