Artikel Ilmiah : C2C016043 a.n. SITI AMINATUL MAULA
| NIM | C2C016043 |
|---|---|
| Namamhs | SITI AMINATUL MAULA |
| Judul Artikel | PENGARUH KENYAMANAN, KEBERSIHAN KAMAR, PELAYANAN RESEPSIONIS, VARIASI MAKANAN DAN LOKASI TERHADAP KEPUASAN PELANGGAN DAN KEPUASAN PELANGGAN TERHADAP E-WOM (STUDI HOTEL PADA APLIKASI TRAVELOKA) |
| 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 | Kualitas Pelayanan, Kepuasan Pelanggan, Electronic Word Of Mouth. |
| Pembimbing 1 | Prof. Dr. SULIYANTO.,S.E., MM |
| Pembimbing 2 | Dr. NUR CHOIRUL AFIF., S.E., M.Si |
| Pembimbing 3 | |
| Tahun | 2019 |
| Jumlah Halaman | 150 |
| Tgl. Entri | 2019-08-15 10:13:08.315958 |