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All Journal AFEBI Management and Business Review Jurnal Sains Manajemen
Yuyus Suriana
Universitas Padjajaran
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Model Niat Kunjungan Kembali di Industri Restoran Suresh Kumar; Yuyus Suriana; Diana Sari; Meydia Hasan
Jurnal Sains Manajemen Vol 1 No 1 (2019): Jurnal Sain Manajemen
Publisher : LPPM Universitas Adhirajasa Reswara Sanjaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51977/jsm.v1i1.93

Abstract

Saat ini industri makanan dan minuman di Indonesia memiliki peran penting bagi pertumbuhan ekonomi di Indonesia dengan kontribusi yang sangat besar dalam produk domestic bruto. Pertumbuhan restoran juga sangat menjanjikan dalam meningkatkan perekonomian negara, khususnya dalam penyerapan tenaga kerja. Meskipun demikian, pertumbuhan yang pesat untuk industi makanan tidak menjamin tidak jatuhnya korban. banyak dijumpai restoran gulung tikar akibar ekspansi restoran lokal dan luar negeri yang banyak diakibatkan oleh kesalahan tata kelola khususnya pelayanan yang diberikan dan juga kualitas makanan yang kalah dari restoran lokal yang baru buka maupun yang datang dari luar negeri. Sehingga, tujuan dari makalah penelitian ini adalah untuk mengetahui pengaruh Kualitas Makanan, Kualitas Layanan, dan Kualitas Bukti Fisik terhadap Kepuasan Pelanggan dan Pengaruhnya terhadap Niat Mengunjungi Kembali. Metode kuantitatif dengan pendekatan pemodelan persamaan struktural untuk menguji hipotesis dipilih dalam penelitian ini. Hasil penelitian menunjukkan bahwa Kualitas Makanan, Kualitas Layanan, dan Kualitas Bukti Fisik memiliki korelasi terhadap Kepuasan Pelanggan. Meskipun demikian hanya Kualitas Makanan dan Kualitas Layanan secara signifikan mempengaruhi kepuasan pelanggan. Di samping itu, kepuasan pelanggan bukan saja memiliki korelasi yang tinggi tetapi juga secara signifikan mempengaruhi niat mengunjungi kembali. Kebaruan yang ditemukan dalam penelitian ini adalah konstruk kualitas layanan dan makanan di desain dari beberapa penelitian sehingga lebih lengkap ketimbang lainnya. Di samping itu juga hasil yang diperoleh berbeda dimana dipenelitian terdahulu kualitas bukti fisik sebagai faktor penentu kepuasan pelanggan sedangkan dalam penelitian ini kualitas makanan dan pelayanan yang menjadi faktor penentu kepuasan pelanggan.
Website Quality and Purchase Intention: The Role of Participation, E-Wom, and Trust Suresh Kumar; Jessica Cindy Stacia; Yuyus Suriana; Diana Sari; Meydia Hasan
AFEBI Management and Business Review Vol 5, No 2 (2020)
Publisher : Asosiasi Fakultas Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47312/ambr.v5i2.324

Abstract

The purpose of this study is to find out the relationship between website quality, participation, electronic word of mouth, and trust to purchase intention in hospitality industry, particularly in the hotel industry. As far as the authors knowledge, the study about booking intention directly from hotel website based on website quality, participation, e-wom, and trust, has never been conducted before. In addition, most authors conducted booking intention based on online travel agent application leaving alone the hotel website. Thus, the loyalty of customers moves to online travel agency instead of the hotel itself.  Quantitative method has been conducted in this research. There were 68 item statements distributed to 380 respondents and 357 valid responses were received from respondents who stayed at any hotels for the past 6 months and booked a room directly from the hotel website. Data were checked for normality, model fit, construct validity and reliability. By applying some modifications, data were adequate for hypothesis analysis. This research reveals that website quality influences participation and trust, while participation influences e-wom on the online website, leading to customer’s trust which finally lead to customer’s purchase intention. This study contributes to the development of body of knowledge regarding purchase intention to book a room in a hotel directly from the hotel website based on website quality, participation, electronic word of mouth, and trust. Some recommendations were added to give more options for managers to increase the purchase intention to book a room from the hotel website. This study also recommends to add culture, location based advertising, social media marketing, and search engine optimization to increase the purchase intention to book a room directly from hotel website. Limitation of this study is on the scope where only Greater Jakarta was included, whereas there are other major cities in Indonesia that provide tourist attractions.
Website Quality and Purchase Intention: The Role of Participation, E-Wom, and Trust Suresh Kumar; Jessica Cindy Stacia; Yuyus Suriana; Diana Sari; Meydia Hasan
AFEBI Management and Business Review Vol. 5 No. 2 (2020): December
Publisher : Asosiasi Fakultas Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47312/ambr.v5i2.324

Abstract

The purpose of this study is to find out the relationship between website quality, participation, electronic word of mouth, and trust to purchase intention in hospitality industry, particularly in the hotel industry. As far as the authors knowledge, the study about booking intention directly from hotel website based on website quality, participation, e-wom, and trust, has never been conducted before. In addition, most authors conducted booking intention based on online travel agent application leaving alone the hotel website. Thus, the loyalty of customers moves to online travel agency instead of the hotel itself.  Quantitative method has been conducted in this research. There were 68 item statements distributed to 380 respondents and 357 valid responses were received from respondents who stayed at any hotels for the past 6 months and booked a room directly from the hotel website. Data were checked for normality, model fit, construct validity and reliability. By applying some modifications, data were adequate for hypothesis analysis. This research reveals that website quality influences participation and trust, while participation influences e-wom on the online website, leading to customer’s trust which finally lead to customer’s purchase intention. This study contributes to the development of body of knowledge regarding purchase intention to book a room in a hotel directly from the hotel website based on website quality, participation, electronic word of mouth, and trust. Some recommendations were added to give more options for managers to increase the purchase intention to book a room from the hotel website. This study also recommends to add culture, location based advertising, social media marketing, and search engine optimization to increase the purchase intention to book a room directly from hotel website. Limitation of this study is on the scope where only Greater Jakarta was included, whereas there are other major cities in Indonesia that provide tourist attractions.
Co-Authors Diana Sari Jessica Cindy Stacia Meydia Hasan Suresh Kumar