Evaluating Service Quality and Administrative Practices in a Tourism Destination Hotel

A Case Study of Dusun Semilir

Abstract

Integrated tourism destinations require consistent hospitality service performance to ensure positive visitor experiences and maintain destination competitiveness. This study examines service quality and administrative practices and their influence on guest satisfaction at an accommodation facility within Dusun Semilir, an integrated tourism destination in Central Java, Indonesia. The study addresses the gap between perception-based service quality evaluations and the operational administrative processes that support service delivery. Accordingly, the research aims to evaluate service quality dimensions and administrative accuracy and to understand their combined role in shaping guest satisfaction. A qualitative case study approach was employed using semi-structured interviews, field observations, and document reviews. Data were analyzed thematically using SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—along with administrative indicators including reservation accuracy, data recording procedures, and interdepartmental coordination.The findings indicate that tangibles, reliability, responsiveness, and assurance significantly influence guest satisfaction, with reliability and responsiveness emerging as the most critical determinants. Empathy showed a comparatively moderate influence, suggesting that guests in high-volume tourism environments prioritize efficiency, accuracy, and prompt service over personalized interaction. The results further demonstrate that administrative accuracy plays a crucial operational role in supporting service reliability and responsiveness. Discrepancies in reservation records and coordination gaps were found to cause service delays and reduce perceived professionalism, thereby negatively affecting guest satisfaction. The study concludes that integrating service quality improvements with accurate administrative management is essential for delivering consistent hospitality services. Strengthening reservation accuracy, communication flow, and operational coordination can enhance guest trust, service reliability, and overall satisfaction, contributing to sustainable competitiveness in integrated tourism destinations.