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All Journal Jurnal Pariwisata Pesona International Conferences SDGs 2030 Challenges and Solutions Majalah Ilmiah Warta Dharmawangsa Barista : Jurnal Kajian Bahasa dan Pariwisata
Andini Risfandini
Universitas Merdeka Malang
Biochemistry, Genetics & Molecular Biology Education Languange, Linguistic, Communication & Media Social Sciences Other

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Journal : Barista : Jurnal Kajian Bahasa dan Pariwisata

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STUDI KEPUASAN KONSUMEN MENGGUNAKAN EMPAT DIMENSI SERVQUAL PADA AREA PUBLIK TERMINAL 3 BANDARA CHANGI SINGAPURA Andini Risfandini
Barista : Jurnal Kajian Bahasa dan Pariwisata Vol. 6 No. 2 (2019): Desember
Publisher : Unit Bahasa, Politeknik Pariwisata NHI Bandung

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Abstract

SERVQUAL is one of the model that is frequently used to measure customer satisfaction regarding the service quality. This study is using 4 dimensions of SERVQUAL to measure customer satisfaction about service quality in Changi Airport public area terminal 3 Singapore. The main objective of this study is to analyze the satisfaction level of Changi Airport’s customers of service quality in the public area in Terminal 3. In order to achieve this main objective, the following sub objectives were set namely: (1)to investigate whether there is a gap between customer expectations and customer perception of service quality in Changi Airport public area terminal 3; (2)to identify the significant factors that affecting customer expectations of service quality in Changi Airport public area terminal 3; (3)To identify the significant factors that affecting customer perception of service quality in Changi Airport Public Area terminal 3. Data was collected using survey questionnaire with Likert scale, it was analyzed using SPSS 21 using descriptive statistics, two tailed test, and faktor analysis. .The factors that have significant impact on customers’ expectations are assurance and security, comfort and convenience, safety and service, ambience and accessibility. While the customers’ perception of service quality is influenced by convenience and service, comfort, ambience and cleanliness, safety, accessibility and security factors.
The Use of Case Study and Grounded Theory Research Strategy in Interpretive Research in Tourism Andini Risfandini
Barista : Jurnal Kajian Bahasa dan Pariwisata Vol. 10 No. 01 (2023): June
Publisher : Unit Bahasa, Politeknik Pariwisata NHI Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34013/barista.v10i01.1117

Abstract

The purpose of this paper is to discuss case studies and grounded theory research strategies in the field of tourism to encourage researchers to adopt the qualitative approach in conducting research. This paper addresses the topic of how to improve the reliability, validity, and generalizability of qualitative research. Yin (2018) proposed that a case study can be used as a research strategy in qualitative research to verify and extend a theory, meanwhile, for Eisenhardt (1989) and Gioia et al. (2012), a case study is used to build a theory using grounded theory. Both strategies are equally useful in the tourism sector. The choice of the research strategy depends on the research paradigm and how the researchers position themselves in the paradigm inquiry namely: ontologically, epistemologically, and methodologically. This article is significant to encourage researchers in tourism to adopt a qualitative approach in conducting research when the researchers intend to gain a deep understanding of the phenomena in tourism such as customer behavior, purchase intention, decision-making process, and tourist motivation.
Co-Authors Apriani Riati Irwan Yulianto Nanny Roedjinandari Sagita Anas Sifa Sunardi Sunardi