Lodging Service Performance and its Influencing Aspects: An Example from National Capital City

Article DOI: https://doi.org/10.57017/jaes.v20.3(89).02

Author(s):

Fareis ALTHALETS Department of Business Administration, Faculty of Social and Political Science, Universitas Mulawarman Samarinda, Indonesia
Muhammad Tommy Fimi PUTERA Department of Business Administration, Faculty of Social and Political Science, Universitas Mulawarman Samarinda, Indonesia
Iis SURGAWATI Study Program of Development Economics, Faculty of Economics and Business, Universitas Siliwangi Tasikmalaya, Indonesia
Arfiah BUSARI Department of Economics, Faculty of Economics and Business, Universitas Mulawarman, Samarinda, Indonesia
Sarifudin SARIFUDIN Department of Social Development, Faculty of Social and Political Science Universitas Mulawarman, Samarinda, Indonesia
Dio Caisar DARMA Study Program of Development Economics, Faculty of Economics and Business, Universitas Siliwangi Tasikmalaya, Indonesia

Abstract:

Service performance is the important part of the lodging industry, which relies significantly on the transformation of business strategies. The objective of this study is to examine the relationship between entrepreneurial orientation, digital competence and adaptability, market orientation, and service performance within the lodging case. The study was conducted in the National Capital City (IKN), involving a sample of 153 small and medium-sized enterprise (SME) owners in the lodging industry.

Data collection was carried out through a direct door-to-door survey, and the results were analysed using Ordinary Least Squares (OLS) regression. The authors found that entrepreneurial orientation positively influences digital competence and adaptability, as well as service performance. However, digital competence and adaptability have a negative impact on service performance. Entrepreneurial orientation can positively moderate the relationship between digital competence and adaptability, as well as service performance. Other empirical findings indicate that digital competence and adaptability, when moderated by market orientation, negatively affect service performance. The research design linking the impact of market orientation to lodging service performance has not been extensively explored. Given that digital competence and adaptability are shown to diminish service performance both directly and indirectly through market orientation, it is essential to emphasize these factors in the highly competitive lodging industry. Management in SMEs should leverage entrepreneurial orientation as a crucial differentiator to enhance success and improve service performance.

Copyright© 2025 The Author(s). This article is distributed under the terms of the license CC-BY 4.0., which permits any further distribution in any medium, provided the original work is properly cited.

Article’s history: Received 25th of June, 2025; Revised 29th of July, 2025; Accepted 12th of August, 2025; Available online: 30th of September, 2025. Published as article in the Volume XX, Fall, Issue 3(89), 2025.

How to cite:

Althalets, F., Putera, M. T. F., Surgawati, I., Busari, A., Sarifudin, S., & Darma, D. C. (2025). Lodging Service Performance and its Influencing Aspects: An Example from National Capital City. Journal of Applied Economic Sciences, Volume XX, Fall, 3(89), 363 – 384. https://doi.org/10.57017/jaes.v20.3(89).02

Acknowledgments/Funding: This research did not receive any financial support. The authors paid close attention to the study informants, especially the SME lodging owners in IKN.

Conflict of Interest Statement: The authors declare that the research was conducted in the absence of any commercial or financial relationships that could be construed as a potential conflict of interest.

Data Availability Statement: The data that support the findings of this study are available from the corresponding author upon reasonable request.

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