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All Journal Kinerja Jurnal Hospitality dan Manajemen Jasa Share : Journal of Service Learning Jurnal Manajemen Perhotelan
Monika Kristanti
Universitas Kristen Petra
Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Health Professions Social Sciences

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ANALISA PERBEDAAN ECO-FRIENDLY ATTITUDE DAN ECO-FRIENDLY INTENTION ANTARA TURIS LOKAL DAN TURIS ASING TERHADAP GREEN Regina Jokom; Monika Kristanti
KINERJA Vol. 18 No. 2 (2014): Kinerja
Publisher : Faculty of Business and Economics Universitas Atma Jaya Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24002/kinerja.v18i2.525

Abstract

The increasing concern for environmental degradation caused many people to pay more attention to the green practice in the industry including hotel. Majority of hotel chains have adopted environmental programs and labeled as green hotel. This study examines the significant differences between local tourist and foreign tourist regarding ecofriendly attitude and eco-friendly intention toward green hotel. Questionnaires were distributed to 120 localtourists and 120 foreign tourists In Juanda International Airport Surabaya. The study reveals that there are significant differences in severity of environmental problems, intention to stay, intention to spread positive word of mouth, and intention to pay extra for green hotel between local and foreign tourist.Keywords: eco-friendly attitude, eco-friendly intention, green hotel, hospitality
Culinary Experience Towards Behavioral Of Domestic Tourists in Solo and Bandung, Indonesia Monika Kristanti; Regina Jokom; Serli Wijaya; Deborah C Widjaja
KINERJA Vol. 22 No. 2 (2018): KINERJA
Publisher : Faculty of Business and Economics Universitas Atma Jaya Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24002/kinerja.v22i2.1813

Abstract

Solo and Bandung are two of the five major gastronomic destinations in Indonesia that are chosen by the Ministry of Tourism and Creative Economy . This research aimed to evaluate the effects of culinary experience quality towards behavioral intention through culinary experience satisfaction and destination experience satisfaction. A questionnaire involving 200 domestic tourists was completed and analyzed by using PLS path modelling. The findings indicate that culinary experience quality significantly influences culinary experience satisfaction, however it will not significantly influence the satisfaction from destination experience. Moreover, it is also found that culinary experience satisfaction in Solo and Bandung does not have a significant effect on destination experience satisfaction. In addition, destination experience satisfaction has a positive and significant impact on domestic tourist’s behavioral intention, while, culinary experience satisfaction does not significantly influence their behavioral intention.Keywords: Culinary Experience Quality, Culinary experience satisfaction, Destination experience satisfaction, Tourist’s Behavioral intention.
ANALISA GAP HARAPAN DAN PERSEPSI PENGUNJUNG EKOWISATA MANGROVE WONOREJO SURABAYA Patricia Antonia Setiadji; Dicky Josiando; Monika Kristanti
Jurnal Hospitality dan Manajemen Jasa Vol 4, No 2 (2016): Jurnal Hospitality dan Management Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

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Abstract

Penelitian ini bertujuan untuk mengetahui apakah terdapat gap antara harapan dan persepsi pengunjung Ekowisata Mangrove Wonorejo Surabaya terhadap daya tarik, aksesibilitas, kenyamanan, dan aktivitas. Jenis penelitian ini termasuk dalam penelitian kuantitatif. Metode pengumpulan data dalam penelitian ini dilakukan dengan menyebarkan kuesioner. Analisa data dalam penelitian ini menggunakan analisis deskriptif kuantitatif. Hasil kesimpulan yang diperoleh dalam penelitian ini menunjukkan bahwa daya tarik terdapat gap positif antara harapan dan persepsi sedangkan untuk aksesibilitas, kenyamanan, dan aktivitas terdapat gap negatif antara harapan dan persepsi terhadap Ekowisata Mangrove Wonorejo Surabaya. Hasil dari Customer Satisfaction Index dalam penelitian ini adalah 72,31% yang menandakan bahwa pengunjung merasa cukup puas terhadap Ekowisata Mangrove Wonorejo. This study aims to determine whether there is a gap between expectations and perceptions of visitors Ecotourism Mangrove Wonorejo Surabaya towards appeal, accessibility, comfort, and activities. Methods of data collection in this study conducted by distributing questionnaires. Data analysis in this study using quantitative descriptive analysis. The conclusions obtained in this study indicate that there is a positive gap appeal between expectation and perception, while for accessibility, comfort, and activity there is a negative gap between expectation and perception of Ecotourism Mangrove Wonorejo Surabaya. The result from Customer Satisfaction Index in this research is 72,31% indicate that visitors feel quite satisfied but not satisfied enough with Ecotourism Mangrove Wonorejo Surabaya.
ANALISA PERBEDAAN PRIA DAN WANITA DALAM MOTIVASI PEMBERIAN TIP KEPADA KARYAWAN HOTEL DI SURABAYA Yessica Hartanto; Monika Kristanti
Jurnal Hospitality dan Manajemen Jasa Vol 7, No 2 (2019): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

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Abstract

Abstrak: Pria dan wanita memiliki motivasi yang berbeda dalam berbagai hal, termasukdalam motivasi pemberian tip. Motivasi pemberian tip adalah sebuah dorongan yangtimbul pada pelanggan secara sadar atau tidak sadar untuk memberikan sejumlah keciluang kepada karyawan hotel. Penelitian ini bertujuan untuk mengetahui faktor apa sajayang menjadi motivasi pemberian tip oleh pelanggan kepada karyawan, serta melihatapakah terdapat perbedaan yang signifikan antara pria dan wanita dalam motivasipemberian tip. Hasil dari penelitian ini adalah, terdapat lima faktor yang memotivasipelanggan untuk memberikan tip, yaitu social norms, service quality, payment methodand conditions, staff performance, dan altruistic motives. Penelitian ini jugamenunjukkan bahwa pria dan wanita memiliki perbedaan dalam motivasi pemberian tip,namun tidak berbeda dengan signifikan.Kata kunci: motivasi, tip, pria, wanita, hotel.Abstract: Men and women have a different motivation in various ways, including theirmotivation for giving tip. Motivation for giving tip is the spirit of customer that comes upsuddenly to give small amount of money to hotel staff. This study aims to find out whatfactors that motivate the customer for giving tips to hotel staff, and see whether there aresignificant differences between men and women in the motivation of tipping. The resultsof this study are, there are five factors that motivate customers to give tips, includingsocial norms, service quality, payment method and conditions, staff performance, andaltruistic motives. This study also shows that men and women have differences in themotivation of tipping, but not significantly different.Keywords: motivation, tipping, men, women, hotel.
MOTIVASI DAN TIPE PERILAKU KOMPLAIN GENERASI Z PADA LAYANAN HOTEL DI INDONESIA Michelle Wijaya; Felicia Felicia; Monika Kristanti
Jurnal Hospitality dan Manajemen Jasa Vol 8, No 1 (2020): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

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Abstract

Abstrak Penelitian ini ditujukan untuk menguji motivasi dan tipe perilaku komplain generasi Z. Uji mean dilakukan untuk mengetahui tingkat motivasi dan tipe perilaku komplain generasi Z. Uji independent t-test dan one way ANOVA digunakan untuk menguji perbedaan antara motivasi dan tipe perilaku komplain generasi Z dengan faktor demografi usia, jenis kelamin, tingkat pendidikan, dan jumlah pendapatan atau uang saku. Berdasarkan hasil uji dapat disimpulkan bahwa: (1) Motivasi komplain utama generasi Z dalam melakukan komplain adalah mengharapkan adanya tindakan perbaikan dari pihak hotel. (2) Tipe perilaku komplain generasi Z yang paling sering dilakukan adalah menyebarkan negative word of mouth saat terjadi kegagalan jasa. (3) Tidak terdapat perbedaan motivasi dan tipe perilaku komplain generasi Z yang signifikan pada layanan hotel di Indonesia berdasarkan faktor demografi usia, jenis kelamin, tingkat pendidikan, dan jumlah pendapatan atau uang saku. (4) Terdapat perbedaan tipe perilaku komplain generasi Z yang signifikan pada layanan hotel di Indonesia jika dilihat dari faktor demografi usia. Kata Kunci :Motivasi Komplain, Perilaku Komplain, Generasi Z, Hotel. Abstract This study aimed to examine the difference betweencomplaint motivation and type of complaint behavior of gen Zwith age, gender, education level, andtotal  income or pocket money. Mean test is done to determine the motivation and type of complaint behavior of gen Z. The independent t-test and one-way ANOVA test are used to see the difference between motivation and type of complaint behavior of gen Z with age, gender, education level, and total income or pocket money. The conclusions are: (1) Complaint motivation of gen Z is to request corrective action of the hotel. (2) Type of complaint behavior of gen Z is to spread negative word of mouth after the service failure. (3) There is no significant difference in the complaint motivation and type of complaint behavior of gen Z seen from age, gender, education level, and total income or pocket money. (4) There is significant difference in the type of complaint behavior of generation Z seen from age. Keywords: Complaint Motivation, Complaint Behavior, Generation Z, Hotel.
PENGARUH PERCEIVED WAITING TIME DAN SATISFACTION WITH WAITING ENVIRONMENT TERHADAP SERVICE SATISFACTION DI RESTORAN X SURABAYA Olivia Redjo; Abigail Anggraini Susilo; Monika Kristanti
Jurnal Hospitality dan Manajemen Jasa Vol 3, No 2 (2015): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (489.578 KB)

Abstract

Penelitian ini dilakukan untuk mengetahui pengaruh perceived waiting time dan satisfaction with waiting environment terhadap waiting time satisfaction dan service satisfaction di restoran X di Surabaya. Teknik analisa yang digunakan dalam penelitian ini adalah analisa deskriptif dengan metode Partial Least Square. Hasil penelitian menunjukkan bahwa adanya pengaruh yang positif dan signifikan dari perceived waiting time ke waiting time satisfaction serta waiting time satisfaction ke service satisfaction dan pengaruh positif namun tidak signifikan dari satisfaction with waiting environment ke waiting time satisfaction serta satisfaction with waiting environment ke service satisfaction. Selain itu ditemukan juga pengaruh negatif yang tidak signifikan dari perceived waiting time ke service satisfaction.
KLASIFIKASI ATRIBUT HOTEL PENENTU KEPUASAN DI MIDTOWN HOTEL SURABAYA Liliany Prajogo; Ronny Kusnin; Monika Kristanti
Jurnal Hospitality dan Manajemen Jasa Vol 5, No 1 (2017): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

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Abstract

Penelitian ini dilakukan untuk mengetahui klasifikasi atribut kepuasan di Midtown Hotel Surabaya, yaitu hotel chain domestik yang berkembang di Indonesia. Data penelitian diambil dari komentar TripAdvisor sebanyak 132 komentar. Dengan melakukan teknik content analysis, penulis mengelompokan komentar menjadi 16 atribut hotel penentu kepuasan yang dapat dikategorikan menjadi enam kategori, yaitu location, physical hotel setting, value, food, service, dan room. Teknik analisa kuantitatif yang digunakan adalah uji Kruskal-Wallis dan uji Mann-Whitney U untuk dapat mengklasifikasi atribut hotel menjadi empat kategori: satisfier, dissatisfier, critical, dan neutral. Hasil penelitian menunjukan bahwa dari 16 atribut, satu atribut dikategorikan sebagai critical, enam atribut dikategorikan sebagai satisfier, satu atribut sebagai dissatisfier, dan delapan atribut sebagai neutral.This study was conducted to determine the classification of satisfaction attributes at Midtown Hotel Surabaya, which is a developing chain hotel in Indonesia. The data was taken from TripAdvisor at total of 132 reviews. By applying content analysis technique, reviews were grouped into 16 satisfaction attributes and further classified into six categories: location, physical hotel setting, value, food, service, and room. Quantitative analysis technique used were Kruskal-Wallis test and Mann-Whitney U test to classify the attributes into four categories: satisfier, dissatisfier, critical, and neutral. The result showed that from 16 attributes, one attribute classified as critical, six attributes as satisfier, one attribute as dissatisfier, and eight attributes as neutral.
FAKTOR-FAKTOR MENU KNOWLEDGE YANG MEMBENTUK CONSUMER BELIEFS PADA ITALIAN CUISINE DI SURABAYA Shinta Purnamasari; Luciana Chandra Boediarso; Edwin Japarianto; Monika Kristanti
Jurnal Hospitality dan Manajemen Jasa Vol 3, No 1 (2015): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

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Abstract

Penelitian ini dilakukan untuk mengetahui faktor-faktor apa saja dari menu knowledge yang membentuk consumer beliefs pada Italian Cuisine di kalangan masyarakat Surabaya. Teknik analisis yang digunakan dalam penelitian ini adalah kuantitatif dengan metode regresi linear berganda. Hasil penelitian ini menunjukkan bahwa menu knowledge yang terdiri atas product knowledge, purchase knowledge, dan consumption or usage knowledge membentuk consumer beliefs pada Italian Cuisine di kalangan masyarakat Surabaya, dengan product knowledge paling berpengaruh.
MEAL EXPERIENCE DI RESTORAN ALL YOU CAN EAT SURABAYA DI ERA ADAPTASI KEBIASAAN BARU DAN PENGARUHNYA TERHADAP MINAT BELI Yolanda Gunawan Henuk; Gilbert Alosius Anggana; Monika Kristanti
Jurnal Hospitality dan Manajemen Jasa Vol 9, No 1 (2021): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

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Abstract

ABSTRAKPenelitian ini bertujuan untuk mendeskripsikan pengaruh atribut meal experience terhadap minat beli konsumen dan juga untuk menguji apakah aspek-aspek dari meal experience berpengaruh positif dan signifikan terhadap minat beli konsumen di restoran all you can eat di Surabaya dalam era adaptasi kebiasaan baru. Penelitian kuantitatif ini menggunakan jawaban responden dari 140 kuesioner yang valid. Hasil penelitian menunjukkan bahwa variabel makanan dan minuman berpengaruh positif namun tidak signifikan terhadap minat beli konsumen sedangkan variabel pelayanan, variabel kebersihan dan higienitas, variabel suasana, variabel value of money berpengaruh positif dan signifikan terhadap minat beli konsumen di restoran all you can eat di Surabaya dalam era adaptasi kebiasaan baru. Variabel pelayanan dalam penelitian ini merupakan variabel yang dominan atau paling berpengaruh terhadap minat beli konsumen. Kata Kunci :Meal Experience, Minat Beli, Restoran All You Can Eat, Protokol Kesehatan, Era Adaptasi Kebiasaan Baru ABSTRACTThis study aims to describe the effect of meal experience aspects on consumer purchase intention and also to test whether the aspects of meal experience have a positive and significant effect on consumer purchase intention in all you can eat restaurants in Surabaya in the era of adaptation to new habit. This quantitative research uses respondents' answers from 140 valid questionnaires. The results showed that the food and beverage aspect had a positive but insignificant effect on consumer purchase intention, while service, cleanliness and hygiene, atmosphere, and value of money had a positive and significant effect on consumer purchase intention in all you can eat restaurants in Surabaya in the era of adaptation to new habit. The service aspect in this study is the dominant or most influential variable on consumer purchase intention. Keywords :Meal Experience, Purchase Intention, All You Can Eat Restaurant, Health Protocols, New Normal
ANALISA ATRIBUT HOTEL YANG MENDORONG MINAT MENGINAP MASYARAKAT INDONESIA TERHADAP HOTEL BINTANG 4 DAN 5 DI BALI Ryan Kurniawan Njoto; Leonanta Pradana Sujarwo Putra; Monika Kristanti
Jurnal Hospitality dan Manajemen Jasa Vol 7, No 2 (2019): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

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Abstract

AbstrakPenelitian ini dilakukan untuk mengetahui lebih jauh mengenai atribut hotel yang mendorong minat menginap masyarakat Indonesia terhadap hotel bintang 4 dan 5 di Bali. Teknik analisa yang digunakan dalam penelitian ini adalah statistik deskriptif dengan menggunakan analisa faktor untuk mengelompokkan atribut- hotel yang ada ke dalam beberapa kelompok faktor. Hasil penelitian ini menunjukkan bahwa terdapat 11 faktor yang mempengaruhi minat menginap masyarakat Indonesia di hotel bintang 4 dan 5 di Bali: facility and service, staff profesionalism and room cleanliness,health facilities and availibility of bar, hotel image and availibility of green space, room comfort and cleanliness of public areas, pleasure and expenditure, availibility of parking area and safety factors, hotel website presentation, value for money and ambience, hotel’s loaction and tourist attraction, food and beverages quality. Faktor facility dan service merupakan faktor yang paling berpengaruh terhadap minat menginap masyarakat Indonesia untuk menginap di hotel bintang 4 dan 5 di Bali.Kata kunci: Atribut Hotel, Minat Menginap, Hotel bintang 4 dan 5 di Bali.AbstractThis research is accomplished to explore more about the hotel attributes that encourages Indonesian people intention to stay in 4 and 5 star hotels in Bali. The analysis technique used statistic descriptive and used factor analysis to group several hotel attributes into several groups of factors. The result shows that there are 11 factors that encourages Indonesian people intention to stay in 4 and 5 star hotels in Bali: facility and service, staff profesionalism and room cleanliness,health facilities and availibility of bar, hotel image and availibility of green space, room comfort and cleanliness of public areas, pleasure and expenditure, availibility of parking area and safety factors, hotel website presentation, value for money and ambience, hotel’s loaction and tourist attraction, food and beverages quality. Facility and service factors is the most influental for Indonesian people to stay in 4 and 5 star hotels in Bali.Keywords : Hotel Attributes, Intention to Stay, 4 and 5 Star Hotels in Bali.
Co-Authors Abigail Anggraini Susilo Abigail Anggraini Susilo, Abigail Anggraini Adiguna Yapola Adiguna Yapola Adriana Aprilia Adriana Aprilia agustin wiek kustanto Agustinus Nugroho Agustinus Nugroho Alfonsus Lucky Prajitno Amanda Radityani Anastasia Hendrayanti Widjaja Anastasia Vianney Budiantoro Anastasia Vianney Budiantoro, Anastasia Vianney Andrea Gabriella Andrew Irawan Andrew Irawan, Andrew Arlita Helena Bayu Jagadhita Wiratama Bella Jessica Margianto Bella Priscilia Catherine Tjandra Christian Hanni Santoso Clairine Nathania Claudia Cindy Gosal Claudia Cindy Gosal, Claudia Cindy David Giovanni Sudarmadji Deborah C Widjaja Devi Kristianto Dicky Josiando Dio Alfiantara Santoso Edwin Japarianto Edwin Japarianto Elina Novita Endo Wijaya Kartika Evelyn Tjitrokusmo Feby Christabella Soedarto Felicia Felicia Felicia Livia Ganiadi Fera Kusno Fransisca Andreani Fransisca Andreani Gilbert Alosius Anggana Ismail Eki Permana Jeniffer Fransisca Tandiary Jenni Lukmanto Kelly Wisana Kuhn, Benjamin Leonanta Pradana Sujarwo Putra Levina, Gina Liliany Prajogo Lucano Giovanni Lokman Luciana Chandra Boediarso Mandias, Rosilia Meyske Meyske Michael Michael Michelle Wijaya Mila Christina Sutikno Monica Luizjaya Nancy Permatasari Soedargo Ni Luh Intha Hanani Miryani Oktavianus Wanly Utojohardjo Olivia Redjo Olivia Redjo, Olivia Olivia Vinka Imanda Patricia Antonia Setiadji Priska Vianny Marsellita Purnamasari, Indriani Ratna Suryani Widjaja Regina Jokom Regina Jokom Regina Jokom Regina Jokom Rianti Rizki Ricky Alexander Pristyo Ronny Kusnin Rudijanto, Diana Gabriela Ryan Kurniawan Njoto Serli Wijaya Serli Wijaya Shannen Sentosa Singgih Sharon Sharon Sheila Handriyani Sherly Gozzali Sienny Thio Silvia Shacharisha Laurent Silvia, Lanny Stefani Susiani Stella Agrippina Stevent Darius Sugianto, Amelia Sutanto, Joceline Thendeano, Christina Ribka Thomas Marcel Sutomo Tju Celine Tommy Susanto Veranita Goenawan Vido Iskandar Widjaja, Deborah C Widjaja, Deborah C. Yenie Widjojo Yenie Widjojo, Yenie Yessica Hartanto Yohan Gunawan Henuk Yolanda Gunawan Henuk Yolanda Tjandra Yvonne Natalia Zeplin Jiwa Husada Tarigan