DESKRIPSI KEPUASAN TAMU ATAS PENGALAMAN MENGINAP DENGAN PENDEKATAN ANALISA KONTEN ONLINE REVIEW : STUDI DI BUMI SURABAYA CITY RESORT
Keywords:
Tokopedia, E-Commerce, E-service Quality, E-Trust, E-LoyaltyAbstract
Abstrak: Penelitian ini dilakukan untuk mengetahui kepuasan tamu terkait pengalaman tamu menginap di Bumi Surabaya City Resort yang dituliskan dalam bentuk online review terkait kepuasan maupun ketidakpuasan tamu. Teknik analisis data dalam penelitian kualitatif ini adalah teknik analisa konten (content analysis). Penelitian ini meneliti 186 online review di TripAdvisor tentang hotel Bumi Surabaya City Resort. Hasil penelitian menunjukkan bahwa pada atribut hotel yang menujukkan kepuasan tamu adalah variasi makanan, ukuran kamar, suasana, dekat dengan tengah kota, kolam renang dan adanya sarapan, keramahan staff, odor dan manajemen Sedangkan untuk atribut hotel yang menunjukkan ketidakpuasan tamu adalah fasilitas restoran, toilet, desain interior, fasilitas penunjang, perceived value, professional servis dan temperatur
References
Arikunto, S. (2006). Prosedur Penelitian : Suatu Pendekatan Praktek,(Edisi revisi
keenam). Jakarta : Rineka Cipta.
Callarisa, L., Garcia, J. S., Cardiff, J., & Roshchina, A. (2012). Harnessing social media platforms to measure customer based hotel brand equity. Tourism Management Perspectives, 4, 73-79.
Carroll, W.J., & Sileo, L (2007). Chains gain ground online : hotel have much to celebrate electronic version). Hospitality upgrade, spring 2007, 36-38. Retrieved from http://www.hospitalityupgrade.com
Caru, A., & Cova, B. (2008). Small versus big stories in framing consumption experiences. Qualitative Market Research: An International Journal,11(2), 166-176.
Decker, R., & Trusov, M. (2010). Estimating aggregate consumer preferences from online product reviews. International Journal of Research in Marketing 2, 27, 293-307.
Donlicar, S., & Otter, T. (2003). Which hotel attributes matter? A review of previous and a framework for future research, Proceedings of the 9th Annual Conference of the Asia Pacific Tourism Association (APTA), 1, 176-188.
Elo, S. & Kygnas, H. (2008). The qualitative content analysis process. Journal of Advanced Nursing, 62(1). 107–115
Hasan, A. (2009). Marketing. Edisi Baru. Yogjakarta: Med Press
Hennig-Thurau, T., Gwinner, K. P., Walsh, G., Gremler, D. D. (2004). Electronic word of mouth via consumer opinion platforms: What motivates consumers to articulate themselves on the internet?. Journal of Interactive Marketing, 18(1), 38-52.
Hennig-Thurau, T., & Walsh, G. (2003). Electronic word of mouth: motives for and consequences of reading customer articulations on the Internet. International Journal of Electro-nic Commerce, 8(2), 51-74.
Jalilvand, M. R. & Samiei, N. (2012). The effect of electronic word of mouth on brand image and purchase intention : An empirical study in the automobile industry in Iran, Marketing Intelligence & Planning, 30(4), 460-476.
Kardon, B. (2007, December 15). They’re saying nasty things. Marketing News, p. 30.
Kotler, P. & Amstrong, G. (2003). Principles of marketing (11th ed). New Jersey: Prenhallindo.
Krippendorff, K. (2004). Content Analysis : An introduction to its methodology (2nd ed). Thousand Oaks, CA : Sage.
Kwortnik, R.J., & Ross, W.T. (2007). The role of positive emotions in experiental decisions. International Journal in Marketing, 24.
Kozinets, R.V. (2002). The field behind the screen: using netnography for marketing research in online communities, Journal of Marketing Research, 39, 61-72.
Lu, W., & Stepchenkova, S. (2011). Ectourism experiences reported online : clasification of satisfaction attributes. Tourism management. 33, 702-712.
Notoatmodjo, S. (2010). Metodologi penelitian kesehatan. Jakarta : Rineka Cipta
Page, S. J. & Connell, J. (2006). Tourism a modern synthesis (2nd ed.) London : Thomson Learning.
Park, D.H. and Kim, S. (2008), The effects of consumer knowledge on message processing of word-of-mouth via online consumer reviews. Electronic Commerce Research and Applications, 2(4), 399-410.
Poon, W.C. & Low, K.L. (2005). Are travellers satisfied with malaysian hotels? Journal of Contemporary Hospitality Management, 17(3), 217-227.
Poulsson, S.H.G., & Kale, S.H. (2004). The Experience economy and commerical experiences. The Marketing Review, 4.
Setyosari, P. (2010). Metode Penelitian Pendidikan dan Pengembangnya. Jakarta : kencana
Uriel, N. (2005). The tourist experience : conceptual developments. Annals of Tourism Research, 32(1), 199-216