Tourist Perception Toward Service Recovery at Star Hotels in Badung Regency Bali

The hospitality industry as part of the tourism sector is an important element in supporting the tourist experience. However, service failure still occurs frequently and is a challenge for the hotel. This study aims to examine and analyze the service failure classification at star hotel in Badung Regency and the perception of service recovery toward tourist satisfaction, customer delight, and tourist loyalty at star hotels in Badung Regency, Bali. The research was conducted with a quantitative and qualitative approach (mixed methods), and used justice theory, loyalty theory, and Customer Satisfaction concept as a conceptual background. The results show that effective service recovery—through the dimensions of procedural, interactional, and distributive justice—has a significant impact on customer satisfaction and customer delight, which in turn has an impact on increasing tourist loyalty. This study also identifies the dominant types of service failures and formulates a service recovery model that is relevant to the characteristics of tourists and service dynamics in star hotels in Badung. This research provides theoretical contributions to the development of the service recovery concept in the context of star hotel hospitality, as well as practical benefits for hotel management in improving customer complaint handling standards to create sustainable loyalty.