The Influence of Service Recovery, Social Media, and Sharia-Compliant Hospitality on Guest Satisfaction in Sharia Hotels: A Study in Banda Aceh, Indonesia

Ichsan Akmal Mazas, Ira Damayanti, Riska Nanda

Abstract


This study investigates the influence of service recovery, social media, and Sharia-compliant hospitality on guest satisfaction in Sharia-compliant star-rated hotels in Banda Aceh, Indonesia. In the post-pandemic recovery phase, the hospitality industry is undergoing rapid transformation, especially in destinations with strong religious regulations. Banda Aceh, operating under regional Sharia law (Qanun), presents a unique context for understanding how modern service strategies intersect with Islamic values. Using a quantitative-explanatory research approach, this study surveyed 350 hotel guests using structured questionnaires and analyzed the data using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results confirm that all three independent variables—service recovery, social media engagement, and Islamic hospitality practices—have a significant positive effect on guest satisfaction. Among them, Sharia-compliant hospitality exerts the strongest influence. This study contributes to the development of the Islamic hospitality management framework and provides practical insights for hotel managers in improving service quality while remaining faithful to Islamic principles.


Keywords


Service Recovery; social media; Sharia hospitality; Guest satisfaction; Islamic hotels; PLS-SEM

Full Text:

PDF

References


M. U. H. Uzir, I. Jerin, H. Al Halbusi, A. B. A. Hamid, and A. S. A. Latiff, “Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?,” Heliyon, vol. 6, no. 12, 2020, doi: 10.1016/j.heliyon.2020.e05710.

D. M. Rivero et al., “Service recovery and innovation on customer satisfaction amidst massive typhoon-induced disruptions: The mediating role of SERVQUAL,” Int. J. Disaster Risk Reduct., vol. 99, no. September, p. 104130, 2023, doi: 10.1016/j.ijdrr.2023.104130.

D. Cahyono, R. Andini, and … K. R.-J. A., “Abdillah, W., dan J. Hartono. 2015. Partial Least Square (PLS). Yogyakarta: Penerbit Andi. Badan Pusat Statistik.(2017). Realisasi penerimaan negara (milyar,” repository.telkomuniversity.ac.id, 2015.

F. B. Mohd Yousoof, C. Y. Pang, M. A. Akbar, and M. A. Thas Taker, “the Role of Halal-Friendly Hospitality Services in Increasing Visit Intention: a Muslim Tourist Perspective,” Int. J. Islam. Bus., vol. 8, no. 2, pp. 1–17, 2023, doi: 10.32890/ijib2023.8.2.1.

B. Armutcu, A. Tan, M. Amponsah, S. Parida, and H. Ramkissoon, “Tourist behaviour: The role of digital marketing and social media,” Acta Psychol. (Amst)., vol. 240, no. September, 2023, doi: 10.1016/j.actpsy.2023.104025.

T. Abdullah, N. Carr, and C. Lee, “Muslim hospitality micro-entrepreneurs’ perspectives on empowerment: A research note,” J. Hosp. Tour. Manag., vol. 55, no. October 2022, pp. 72–75, 2023, doi: 10.1016/j.jhtm.2023.03.002.

D. Hagen, A. Risselada, B. Spierings, J. W. J. Weltevreden, and O. Atzema, “Digital marketing activities by Dutch place management partnerships: A resource-based view,” Cities, vol. 123, no. December 2021, p. 103548, 2022, doi: 10.1016/j.cities.2021.103548.

A. Al-Ansi and H. Han, “Role of halal-friendly destination performances, value, satisfaction, and trust in generating destination image and loyalty,” J. Destin. Mark. Manag., vol. 13, no. May, pp. 51–60, 2019, doi: 10.1016/j.jdmm.2019.05.007.

B. Odunlami, “Impact of customer satisfaction on customer retention: a case study of a reputable Bank in Oyo, Oyo State. Nigeria,” Int. J. Manag. Stud. Res., vol. 3, no. 2, pp. 42–53, 2015, [Online]. Available: www.arcjournals.org

B. Dimitrios, R. Ioannis, A. Ntalakos, and T. Nikolaos, “Digital marketing: The case of digital marketing strategies on luxurious hotels,” Procedia Comput. Sci., vol. 219, no. March, pp. 688–696, 2023, doi: 10.1016/j.procs.2023.01.340.

B. A. Santoso and W. D. Lestari, “The effect of digital marketing on purchase loyalty with customer satisfaction as an intervening variable on Products Starbucks in Sukoharjo,” Al-Kharaj J. Islam. Econ. Bus., vol. 5, no. 2, pp. 253–265, 2023, doi: 10.24256/kharaj.v5i2.3986.

G. Agag and N. Colmekcioglu, “Understanding guests’ behavior to visit green hotels: The role of ethical ideology and religiosity,” Int. J. Hosp. Manag., vol. 91, no. September, p. 102679, 2020, doi: 10.1016/j.ijhm.2020.102679.

M. Qenaj and G. Beqiri, “Social media marketing in hospitality industry and its effect on consumer behavior in Kosovo,” IFAC-PapersOnLine, vol. 55, no. 39, pp. 66–69, 2022, doi: 10.1016/j.ifacol.2022.12.012.

X. Xu, J. Liu, and R. Cai, “How do customers navigate perceived inappropriateness of collective emotion in group service recovery? an application of cognitive dissonance theory,” Tour. Manag., vol. 93, no. December 2021, p. 104615, 2022, doi: 10.1016/j.tourman.2022.104615.

S. C. Chen and C. P. Lin, “Understanding the effect of social media marketing activities: The mediation of social identification, perceived value, and satisfaction,” Technol. Forecast. Soc. Change, vol. 140, no. July 2018, pp. 22–32, 2019, doi: 10.1016/j.techfore.2018.11.025.

Z. Samori and F. A. Rahman, “Establishing shariah compliant hotels in malaysia: identifying opportunities, exploring challenges,” West East J. Soc. Sci., vol. 2, no. 2, pp. 95–108, 2013.

X. Y. Leung, B. Bai, and K. A. Stahura, “The marketing effectiveness of social media in the hotel industry: a comparison of facebook and twitter,” J. Hosp. Tour. Res., vol. 39, no. 2, pp. 147–169, 2015, doi: 10.1177/1096348012471381.

B. P. Pamungkas and I. M. Sukresna, “Factors Influencing customer satisfaction of solusi laundry Bekasi,” Diponegoro J. Manag., vol. 9, no. 4, pp. 1–14, 2020.

A. Masrianto, H. Hartoyo, A. V. S. Hubeis, and N. Hasanah, “Digital marketing utilization index for evaluating and improving company digital marketing capability,” J. Open Innov. Technol. Mark. Complex., vol. 8, no. 3, 2022, doi: 10.3390/joitmc8030153.

C. B. Liat, S. Mansori, G. C. Chuan, and B. C. Imrie, “Hotel service recovery and service quality: influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty,” J. Glob. Mark., vol. 30, no. 1, pp. 42–51, 2017, doi: 10.1080/08911762.2016.1262932.




DOI: https://doi.org/10.30601/humaniora.v9i2.7376

Refbacks

  • There are currently no refbacks.


Copyright (c) 2025 Ichsan Akmal Mazas, Ira Damayanti, Riska Nanda

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.


sintagoogle-scholaronesearchgarudacrossref


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

© Jurnal Humaniora : Jurnal Ilmu Sosial, Ekonomi dan Hukum. Published by Center for Research and Community Service (LPPM) University of Abulyatama, Aceh, Indonesia. 2019