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All Journal Jurnal Bangun Manajemen Fokus Bisnis: Media Pengkajian Manajemen dan Akuntansi
Meita Orlina
Universitas Pelita Harapan
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences Other

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PENGARUH SERVICE QUALITY TERHADAP KEPUASAN TAMU GENERASI Z DALAM MENGINAP DI HOTEL FOUR POINTS, BALI Julita Julita; Hairuni Papuania; Meita Orlina; Michelle Michelle
Jurnal Bangun Manajemen Vol. 1 No. 1: Mei 2022
Publisher : PT Bangun Harapan Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (251.601 KB) | DOI: 10.56854/jbm.v1i1.11

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh dimensi kualitas pelayanan terhadap kepuasan tamu generasi Z dalam menginap di Hotel Four Points, Bali. Generasi Z dipilih dikarenakan generasi ini merupakan generasi yang mendominasi populasi di Indonesia dan cenderung realitistis dalam memberikan penilaian. Baik data primer maupun data sekuder dikumpulkan dalam penelitian ini. Data sekunder dikumpulkan dari berbagai sumber seperti jurnal, buku dan publikasi terkait lainnya. Data primer dikumpulkan dengan menggunakan kuesioner yang disebarkan kepada responden secara online dengan teknik purposive sampling. Jumlah responden yang menjawab kuesioner yakni 140 responden dan menghasilkan tanggapan yang valid dan setiap item pernyataan juga dinyatakan reliabel. Hasil penelitian menunjukkan didapatkan bahwa dimensi-dimensi service quality yakni tangibles, reliability, responsiveness, assurance, dan empathy berpengaruh secara positif terhadap kepuasan tamu menginap. Service quality (X) mempengaruhi variabel kepuasan tamu menginap (Y) sebesar 72.8%. Angka determinan faktor 72.8% ini cukup tinggi, sehingga dapat diartikan kelima dimensi service quality mampu sebagian besar menjelaskan kejadian kepuasan tamu menginap yakni Generasi Z di hotel Four Points Bali.
Determining Experience Quality on Customers' Perceived Value, Satisfaction and Loyalty Juliana Juliana; Rudy Pramono; Indriany Sartjie; Jocelyn Roon; Meita Orlina; Venessa Daicy
Fokus Bisnis Media Pengkajian Manajemen dan Akuntansi Vol. 21 No. 2 (2022): Fokus Bisnis
Publisher : LP3M Universitas Putra Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32639/fokbis.v21i2.52

Abstract

It is essential in the hospitality and tourism industries to meet the gastronomic expectations of travelers. The purpose of this study is to investigate the impact of customer perceived value on customer loyalty and satisfaction, experience quality on customer perceived value and loyalty and investigate the impact of customer satisfaction on customer loyalty. Survey questionnaires were delivered to 201 participants in Tangerang City. The design of the sample used in this study was nonprobability sampling with a technique of purposive sampling with the criteria that you have had culinary tours in Tangerang at least 2 times a year. Data collection was obtained for 3 months Descriptive statistics and PLS-SEM were used to analyze the data. This is a quantitative descriptive analysis. The result show that Customer perceived value have a positive and significant effect on customer loyalty and customer satisfaction, experience quality have a positive and significant effect on customer perceived value, customer satisfaction have a positive and significant effect on customer loyalty. The study findings have one hypothesis is not supported. The study's findings will be useful guides for hospitality and tourism in building a more strategically situated approach to customer satisfaction.
Co-Authors Hairuni Papuania Indriany Sartjie Jocelyn Roon Juliana, Juliana julita julita Michelle Michelle Pramono, Rudy Venessa Daicy