Statistical Modeling of Servqual Dimensions and Guest Satisfaction Using Multiple Linear Regression: Evidence From The Natsepa Hotel
Keywords:
Multiple linear regression, regression diagnostics, SERVQUAL, guest satisfaction, hotel service quality, response indexAbstract
This study statistically evaluates the association between five SERVQUAL dimensions and guest satisfaction at The Natsepa Hotel, Ambon, using multiple linear regression. A cross-sectional case-study survey was conducted among 100 hotel guests during April-June 2025 using a five-point Likert questionnaire. The analysis comprised respondent-profile summaries, response-index analysis, item validity and internal-consistency tests, graphical regression diagnostics, the overall F test, partial coefficient tests, and the coefficient of determination. The mean indices were 77.90 for tangibles, 73.57 for reliability, 78.00 for responsiveness, 74.47 for assurance, 72.80 for empathy, and 78.45 for guest satisfaction. Jointly, the five dimensions were significantly associated with satisfaction, F(5, 94) = 5.572, p < 0.001, and explained 22.9% of its observed variation. Reliability had a positive significant coefficient (B = 0.251, p = 0.009), whereas responsiveness had a negative significant coefficient (B = -0.291, p = 0.001). Tangibles, assurance, and empathy were not statistically significant. The negative responsiveness coefficient is counterintuitive and should be verified against item coding and the original statistical output before substantive interpretation. The findings demonstrate the value of an interpretable multivariable model for identifying service priorities while also showing that additional determinants are required to explain guest satisfaction more fully.
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