PENGARUH ATRIBUT BOUTIQUE HOTEL TERHADAP REVISIT INTENTION DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABELPERANTARA DI SURABAYA

Michael David Pranata(1*), Stephanie Hanjaya(2), Fransisca Andreani(3),


(1) 
(2) 
(3) 
(*) Corresponding Author

Abstract


Abstrak
Studi ini bertujuan untuk mengamati pengaruh dari atribut boutique hotel terhadap revisit intention dengan kepuasan konsumen sebagai variabel perantara. Penulisan dilakukan pada 115 responden yang pernah menginap di boutique hotel (Hotel Majapahit, Artotel, dan Town Square Hotel) di Surabaya dalam kurun waktu satu tahun terakhir. Data dikumpulkan menggunakan kuesioner dengan skala Likert dan dianalisa menggunakan metode PLS. Hasil penulisan menunjukkan bahwa atribut boutique hotel berpengaruh positif signfikan baik terhadap kepuasan konsumen maupun revisit intention. Meski demikian, kepuasan konsumen sebagai variabel perantara justru memiliki pengaruh kecil pada hubungan antara atribut boutique hotel terhadap revisit intention. Penulisan ini menunjukkan kepuasan konsumen bukan hal utama tetapi atribut boutique hotel adalah hal utama yang terpenting yang menyebabkan konsumen kembali ke hotel tersebut.
Kata Kunci: boutique hotel, atribut hotel, kepuasan konsumen, revisit intention
Abstract
This study aims to observe the effect of boutique hotel attributes on revisit intention with customer satisfaction as a mediating variable. The study was conducted on 115 respondents who have stayed at a boutique hotel (Majapahit Hotel, Artotel, and Town Square Hotel) in Surabaya in the past one year. Data were collected using questionnaires with a Likert scale and analyzed using PLS method. The results show that boutique hotel attributes have significant positive effects on customer satisfaction and revisit intention. However, it is found that customer satisfaction as a mediating variable actually has a small effect on the relationship between boutique hotel attributes to revisit intention. This research shows that customer satisfaction is not the main reason, but boutique hotel attributes are the main elements of the hotel that determine customers to revisit the boutique hotels.
Keywords: boutique hotel, hotel attributes, customer satisfaction, revisit intention


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References


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