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All Journal Visionist SRIWIJAYA INTERNATIONAL JOURNAL OF DYNAMIC ECONOMICS AND BUSINESS International Journal of Applied Business Research Jurnal Bisnis dan Kewirausahaan JBMR: Journal of Business and Management Review Jurnal Difusi Journal of Marketing Innovation Industrial Research Workshop and National Seminar Jurnal Bisnis dan Kewirausahaan
Nono Wibisono
Politeknik Negeri Bandung
Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Mechanical Engineering Social Sciences Other

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Journal : Journal of Marketing Innovation

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An Investigation of the Physical Environment and Employee Performance toward Customer Satisfaction in the Luxury Hotel: A Study in Bandung, Indonesia Nono Wibisono; Widi Senalasari; Martin Elliott-White
Journal of Marketing Innovation (JMI) Vol. 2 No. 1 (2022)
Publisher : Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (250.133 KB) | DOI: 10.35313/jmi.v2i1.31

Abstract

This study aims to investigate the relationships between physical environment and employee toward customer satisfaction in luxury-hotels (four-star) and enrich the hoteliers with insight on which attributes of physical environment and employee that are most crucial to increase the satisfaction. Using quantitative approach with a large-scale survey to explore customer satisfaction, data were collected through 300 questionnaires and distributed to guests of luxury hotels around Bandung with 260 questionnaires returned. To analyze the data, a simple regression analysis was run. The main finding showed that customer satisfaction could be explained by physical environment dimension, with the highest contribution came from hotel décor. However, the result also showed that the employee dimension could also explain customer satisfaction. In fact, employee has the strongest impact towards customer satisfaction compared to physical environment. As a conclusion, it can be said that while service constitutes tangible and intangible aspects, this research shows that the intangible aspect seems to play the more vital role in delivering service in the hospitality industry. This paper will help hoteliers of luxury-hotel to decide which factors they should consider the most to increase the satisfaction of their guests.
Increasing Tourist Revisit Intention in Garut Tourist Attractions: The Role of Destination Image and Tourist Satisfaction Rena Amalia; Nono Wibisono; Martin Elliott-White
Journal of Marketing Innovation (JMI) Vol. 3 No. 2 (2023):
Publisher : Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35313/jmi.v3i2.74

Abstract

Garut has plenty of attractive tourist destinations to visit, but there are several complaints about tourist dissatisfaction with the government regarding the poor quality of accommodation and safety at the attractions. This led to their reconsideration to not revisiting Garut again and prefer to choose other regencies for vacation. This study examines the importance of destination image dimensions: destination attractiveness, accommodation, as well as safety and security in Garut tourism towards tourist satisfaction to increase revisit intention. Data was obtained through online questionnaires with the Likert scale from 410 respondents who had visited Garut tourism. This study employs SEM-PLS, and the results show that destination attractiveness, accommodation, and safety & security, have a role in building revisit intention. The three elements of destination image have a positively significant role in increasing satisfaction, and tourist satisfaction also positively significantly affects revisit intention. The outcome of this study can be a new insight into literature regarding destination image, tourist satisfaction, and revisit intention, as well as offering a solution for government and tourism managers in Garut in developing tourist destinations. As attractive tourist destinations with a good quality of accommodation, completed by safety and security, will increase the satisfaction and revisit intention.
Co-Authors Arie Indra Gunawan Asep Rifky Bella Intania Bieke Fameyola Arassy Cahaya Juniarti Carolina Magdalena Lasambouw Cindy Rismayanti Dewi Purnamasari Dwi Suhartanto Edyta Mutiara Anggraini Esti Andarini Fatya Alty Amalia Fatya Alty Amalia Februadi, Agustinus Fenfen Nurulita Indy A’lawiyyah Irene Luciana Hendrika Wibiyanto Kemal Syahreza Kristanti Andri Arini Kusdibyo, Lusianus Lina Setiawati Martin Elliott White Martin Elliott-White Martin Elliott-White Mitha Septiany Nugroho Hardiyanto Nugroho Hardiyanto Rena Amalia Riauli Susilawati Rina Trisnawati Rina Trisnawati Rosma Pakpahan, Rosma Sherly Raka Siwi Putri Utomo Sosianika, Adila Sulistia Suwondo Wahyu Rafdinal Widi Senalasari Widi Senalasari