PENGARUH PENGALAMAN KONSUMEN TERHADAP KEPUASAN KONSUMEN DI HOTEL BINTANG TIGA DI INDONESIA

Jeremy Bryan Susanto(1*), Bernard Yaphar(2), Agung Harianto(3),


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

Abstract


ABSTRAK
Penelitian ini bertujuan untuk mengetahui pengaruh pengalaman konsumen yang terdiri atas tangible-sensorial perception, staff relational/interactional experience, aesthetic perception, dan location terhadap kepuasan konsumen di hotel bintang tiga di Indonesia. Metode penelitian yang dipakai adalah metode kuantitatif kausal dengan total 200 responden. Dengan menggunakan metode analisa regresi linear berganda, hasil penelitian menunjukkan pengalaman konsumen memiliki pengaruh positif yang signifikan terhadap kepuasan konsumen hotel bintang tiga di Indonesia, dengan tangible-sensorial perception sebagai indikator yang paling dominan pengaruhnya terhadap kepuasan konsumen.
Kata kunci: Pengalaman, kepuasan, Hotel Bintang Tiga
ABSTRACT
This final thesis is written with the purpose of knowing the effect of customer experience, with tangible-sensorial perception, staff relational/interactional experience, aesthetic, perception, and location as measuring indicators, towards customer satisfaction on three-starred hotels in Indonesia. This research is conducted using quantitative causal method with the total of 200 respondents. Using multiple regression analysis, the results shows that customer experience has a positively significant effect towards customer satisfaction at three-starred hotels in Indonesia with tangible-sensorial perception as the most dominant indicator affecting customer satisfaction.
Keywords: Experience, Satisfaction, Three-Starred Hotel.


Full Text:

PDF

References


Adriyana, A. (2008). Analisis Customer Relationship Marketing Terhadap Loyalitas Tamu Menginap Di Hotel Panghegar Bandung.

Brotherton, B. (2004). Critical Success Factors in UK Budget Hotel Operations. International Journal of Operation & production Management, 944-969.

Cai, L.A., 2004. State-owned economy and budget hotels in China—from commodity to brand. Asia Pac. J. Tourism Res. 9 (1), 29–42.

Chen, C.-F., & Chen, F.-S. (2010). Experience Quality, Percieved Value, Satisfaction and Behavioral Intentions for Heritage Tourist. Tourism Management.32, 29-35.

Clemes, M., Gan, C., & Ren, M. (2011). Synthesizing The Effects of Service Quality, Value, and Customer Satisfacion on Behaioral Intentions in the Motel Industry, an Empirical Analysis. Journal of Hosp. Tourism Res. 26, 530-568.

Cronin, J. J., Brady, M., & Hult, G. (2000). Assessing The Effects of Quality, Value, and Customer Satisfaction on Behavioral Intentions in Service Environments. Jornal of Retailing (2), 193-218.

Fatma, S. (2014). Antecedents and consequences of customer experience management-A Literature Review Research Agenda. International Journal of Business and Commerce.3, 32-49.

Ghozali, N., & Nasehudin, T. S. (2012). Metode Penelitian Kuantitatif. Bandung: Pustaka Setia.

Hemmington, N. (2007). From Service to Experience: Understanding and Defining Hospitality Business. The Service Industry Journal, 747-755.

Hermawan, H., Brahmanto, E., & Hamzah, F. (2018). Pengantar Manajemen Hospitality. PT Nasya Expanding Manajemen.

Hua, W., Chan, A., & Mao, Z. X. (2009). Critical Success factors and Customer expectation in Budget Hotel segment-A Case study of China. Journal of quality assurance in Hospitality Tourism.10, 59-74.

J, S. (2007). Teknik Sampling untuk survey dan experimen. Jakarta: Rineka Cipta.

Knutson, B., P, S., Patton, M., & Thompson, C. (1993). Consumers' Expectations for Service Quality in Economy, Mid-Price and Luxury Hotels. Journal of Hospitality & Leisure Marketing 1/2, 27-43.

Li, J. J.-G., & Wong, I. A. (2016). Effect of Phsycological Contract Breach on attitudes and performance : The demorating Role of competitive Climate. International journal of hospitality management.55, 1-10.

Meyer, C., & Schwager, A. (2007). Understanding Customer Experience. Harvard Business Review, 117-126.

Nash, R., Thyen, M., & Davies, S. (2006). An Investigation into Customer satisfaction levels in Budget Accomodation Sector in Scotland : A Case Study of Backpacker Tourist and the Scotish Youth Hostess Association. Tourism Management.27, 525-532.

Nugroho, R., & Japarianto, E. (2013). Pengaruh people, physical evidence, product, promotion, price, dan place terhadap tingkat kunjungan cafe coffee cozis surabaya. Jurnal Manajemen Pemasaran Petra.1, 1-9.

Oliver, R. L. (2014). Satisfaction: A Behavioral Perspective on the Consumer. New York: Taylor & Francis Group.

Pine, B., & Gilmore, J. (2011). The Experience Economy. Boston: Harvard Business Review Press.

Pizzam, A., & Ellis, T. (1999). Customer Satisfaction and Its Measurements in Hospitality Enterprises. International Journal of Contemporary Hospitality Management (11)7, 326-339.

Ren, L., Qiu, H., Wang, P., & Lin, P. M. (2015). Exploring Customer Experience with Budget Hotels: Dimensionality & Satisfaction. International Journal of Hospitality Management, 14.

Ruetz, D., & Marvel, M. (2011). Budgets Hotel : Low Cost Consept in The US, Europe, and Asia. Trends and Issues in Global Tourism, 99-124.

Senjaya, V., Hatane, S., & Dharmyanti, D. (2013). Pengaruh customer experience quality terhadap customer satisfaction dan customer loyalty di Cafe Excelso Tunjungan Plaza Surabaya : Perspektif B2C. Manajemen Pemasaran Petra.1, 1-15.

Shaw, C. (2004). Revolutionize Your Customer Experience. New York: Palgrave Macmillan.

Tjiptono, F. (2011). Service, Quality, and Satisfaction ed.3. Yogyakarta: CV Andi Offset.

Zhang, J., Cai, L. P., & Kavanaugh, R. (2008). Dimensions in Building Brand Experience for Economy Hotel - A Case of Emerging Market. Journal of China Tourism Research.4, 61-77.

Zinz, A. (2002). Consumption Emotions, Experience Quality, and Satisfaction. Journal of Travel & Tourism Marketing 12 (2-3), 3-18.


Refbacks

  • There are currently no refbacks.