Integration of Spiritual Leadership in Improving the Quality of Service and Hotel Guest Experience
Abstract
Bali tourism, as a global destination, faces increasingly complex challenges related to competition dynamics, tourist expectations, and the sustainability of the hospitality industry. Within this context, spiritual leadership and service quality are strategic factors in shaping guest experiences that ultimately influence customer loyalty. This study aims to analyze the influence of spiritual leadership on service quality, guest experience, and guest loyalty in star-rated hotels in Bali, while considering the mediating role of service quality and guest experience. The research employed a quantitative approach with a survey method targeting hotel guests as respondents, and the data were analyzed using structural equation modeling (SEM) to test the relationships between variables derived from the conceptual framework. The results of the analysis indicate that spiritual leadership has a significant effect on service quality and guest experience, while service quality is proven to strengthen guest experience and indirectly enhance loyalty. Moreover, guest experience is identified as the main determinant mediating the relationship between service quality and guest loyalty. These findings provide theoretical contributions in expanding the study of integrating spiritual leadership into hospitality management and offer practical implications for hotel managers in Bali in designing leadership strategies and service improvements oriented toward guest experience. This study also emphasizes the importance of a holistic approach in building the competitive advantage of the hospitality industry through spirituality, service quality, and customer loyalty.
How to Cite This Article
Ida Bagus Udayana Putra, I Made Suniastha Amerta, Ida Bagus Gede Parama Putra (2025). Integration of Spiritual Leadership in Improving the Quality of Service and Hotel Guest Experience . Journal of Frontiers in Multidisciplinary Research (JFMR), 6(2), 270-275.