The Effect of Service Quality and Facilities on Employee Loyalty Through Job Satisfaction at Regent Park Hotel Malang

Imam Khoiruddin; Sunardi Sunardi; Boge Triatmanto

doi:10.55927/esa.v4i5.136

Authors

Imam Khoiruddin Universitas Merdeka Malang
Sunardi Sunardi Universitas Merdeka Malang
Boge Triatmanto Universitas Merdeka Malang

DOI:

https://doi.org/10.55927/esa.v4i5.136

Keywords:

Service Quality, Facilities, Job Satisfaction, Employee Loyalty

Abstract

This study investigates the influence of service quality and facilities on employee loyalty, with job satisfaction as a mediating variable, at Hotel Regent Park Malang. A quantitative explanatory design was used to collect data from all employees through questionnaires. Throughout the observation period of 2025, the data were then analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The findings show that both facilities and service quality have a significant impact on job satisfaction and employee loyalty, and job satisfaction also mediates these relationships. Findings highlight that enhancing service quality and providing adequate work facilities strengthen employee loyalty through improved satisfaction, offering practical implications for human resource strategies in the hospitality industry.

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