STAR RATED HOTEL BUSINESS SUSTAINABILITY DURING COVID-19 IN BANDUNG CITY

ABSTRACT The prolonged Covid-19 has tested the resilience and sustainability of the hospitality industry. This research aims to develop a sustainable hotel business model by examining the role of multi-capital and resilience in the sustainable star hotel industry during the Covid-19. This study employs exploratory quantitative approaches at three and four-star hotels in Bandung. Purposive cluster sampling was used to determine the sample with respondents included General Managers (GM), Human Resources Managers (HRM), and various levels of management. The acquired data were examined using Structural Equation Modelling (SEM), and then based on SEM result will be reprocessed with Importance-Performance Map Analysis (IPMA) using the Smart PLS Version 3.0. The findings revealed that the multi capital had a positive and significant impact on business sustainability. However, human capital could not directly play the antecedent role to business sustainability; resilience as an intermediary is required so human capital could play a vital role in developing a sustainable business. This study provides the practical implication for stakeholders to improve low-performance indicators for business sustainability.