The Effect of Customer Satisfaction on the Average Length of Stay of Foreign Guests in Indonesian Hotels

Adi Sopyan

doi:10.31004/riggs.v4i4.3948

Authors

Adi Sopyan Sekolah Tinggi Manajemen Pariwisata dan Logistik Lentera Mondial

DOI:

https://doi.org/10.31004/riggs.v4i4.3948

Keywords:

Customer Satisfaction, Length of Stay, Online Reviews, Foreign Guests, Indonesian Hospitality

Abstract

The hospitality industry in Indonesia faces challenges in increasing the length of stay (LoS) of foreign guests as a strategy to optimize revenue per guest. Customer satisfaction, as reflected in online reviews, is an important factor in influencing tourists' decisions to choose and extend their stay at a hotel. This study aims to analyze the effect of customer satisfaction based on online reviews on the average LoS of foreign guests in Indonesian hotels. The study uses a quantitative method with a multiple regression approach, utilizing secondary data obtained from online review platforms such as TripAdvisor and Booking.com, as well as hospitality statistics from BPS for the period 2022–2024. The results show that customer satisfaction has a positive and significant effect on the LoS of foreign guests (p < 0.05), with the dimensions of cleanliness, service quality, and location being the main predictors that determine tourists' decisions to extend their stay. These findings indicate that improving customer satisfaction by strengthening these key aspects has the potential to increase the length of stay of foreign tourists and support hotel revenue growth in Indonesia.

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