Update Artikelilmiah: 26115

SITI AMINATUL MAULA

NIM

Judul Artikel

Abstrak (Bhs. Indonesia)

Penelitian Ini merupakan penelitian kuantitatif dengan metode survey Pada 
Pelanggan Hotel Wisata Niaga Purwokerto. Penelitian Ini Mengambil Judul 
“Pengaruh Kenyamanan, Kebersihan Kamar, Pelayanan Resepsionis, Variasi 
Makanan Dan Lokasi Terhadap Kepuasan Pelanggan Dan Kepuasan Peleanggan 
Terhadap E-Wom (Studi Hotel Pada Aplikasi Traveloka).
Tujuan penelitian ini adalah untuk mengetahui pengaruh Pengaruh 
Kenyamanan, Kebersihan Kamar, Pelayanan Resepsionis, Variasi Makanan Dan Lokasi Terhadap E-Wom Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi 
Populasi dalam penelitian ini adalah semua konsumen sim card IM3 di Purwokerto.
Jumlah responden yang diambil dalam penelitian ini adalah 113 responden. 
Purposive sampling metode digunakan dalam penentuan responden. Berdasarkan 
hasil penelitian dan analisis data dengan menggunakan SEM (Structural Equation 
Modelling) menunjukkan bahwa : (1) Kenyamanan berpengaruh positif terhadap 
kepuasan pelanggan (2) kebersihan berpengaruh positif terhadap kepuasan 
pelanggan (3) pelayanan resspsionis berpengaruh positif terhadap kepuasan 
pelanggan (4) variasi makanan tidak berpengaruh positif terhadap kepuasan 
pelanggan (5) lokasi berpengaruh positif terhadap kepuasan pelanggan (6) 
kepuasan pelanggan berpengaruh positif terhadap e-wom.
Implikasi dari kesimpulan di atas yaitu dalam upaya meningkatkan kepuasan 
para pelanggannya agar terciptanya e-wom. Dengan meningkatkan kenyamanan 
seperti suhu udara kamar serta sirkulasi udara, serta lebih teliti dalam hal 
kebersihan, meningkatkan kecepatan proses cek in dan cek out kamar, menambah 
variasi sayuran dalam makanan, serta parker yang kurang. Manajemen hotel harus 
cepat merespon dan menangani keluhan pelanggan agar tercipta electronic word 
of mouth positif dari pelanggan.

Abtrak (Bhs. Inggris)

This study is a quantitative study with survey method On Customers of Hotel 
Wisata Niaga Purwokerto. This Research is entitled "The Influence of Comfort, 
Room Cleanliness, Receptionist Service, Food Variation and Location on Customers’ 
Satisfaction and Customers' Satisfaction on E-Wom (Hotel Study in Traveloka 
Application).
The purpose of this study is to know the influence of comfort, room 
cleanliness, reception service, food variation and location on E-Wom with 
customers’ satisfaction as a mediating variable The population in this study were 
all IM3 sim card consumers in Purwokerto.
The number of respondents taken in this study were 113 respondents. 
Purposive sampling method was used in determining respondents. Based on the 
results of research and data analysis using SEM (Structural Equation Modeling) 
showed that: (1) Comfort had a positive effect on customers' satisfaction (2) 
cleanliness had a positive effect on customers' satisfaction (3) reporting services 
had a positive effect on customers' satisfaction (4) food variation did not have 
positive effect on customers' satisfaction (5) location had a positive effect on 
customers' satisfaction (6) customers' satisfaction had a positive effect on e-wom.
The implication of the conclusion above is in an effort to increase the 
satisfaction of its customers thus e-wom is created. By increasing comfort such as 
room air temperature and air circulation, as well as being more thorough in terms 
of cleanliness, increasing the speed of the check in process and checking out the 
room, adding variety of vegetables in food, and parking which is lacking. Hotel 
management must respond quickly and handle customers' complaints to create 
positive Electronic word of mouth from customers

Kata kunci

Pembimbing 1

Pembimbing 2

Pembimbing 3

Tahun

Jumlah Halaman