Indah Nur Agustiani, Rimayang Anggun Laras
Abstract: Guest stay decision is the most important thing to the hotel industries. With guest decision to hotel, then the level of guest residential will increase which is the main target of hotel industries. Therefore the Jayakarta Bandung Boutique Suite Hotel & Spa wants the guest decision to be enhanced. The one of effort to increase the guest stay decision is maximize the brand performance which is do it by The Jayakarta Bandung Boutique Suite Hotel and Spa. The purpose in this study to obtain findings the brand performance which has been done, guest stay decision in The Jayakarta Bandung Boutique Suite Hotel & Spa and influence of brand performance toward decision to stay. Data analysis technique and hypothesis test used path analysis. The result show interesting findings, that the brand performace give the significant influence towards to the stay decision which consist of product, brand, reservation channel, lenght of stay, room reservation quantity and payment method. The biggest impact of brand performance towards stay decision obtained from Product Reliability, Durability and Service Ability and smallest influence obtained from Service Effectiveness, Efficiency, and Empathy.
Keywords: Complaint handling, service recovery, LCC airline