PENGARUH SERVICESCAPE TERHADAP CUSTOMER DELIGHT THE TRANS LUXURY HOTEL BANDUNG: Survei pada Tamu The Trans Luxury Hotel Bandung

Lukman, M. Nur Fadli (2014) PENGARUH SERVICESCAPE TERHADAP CUSTOMER DELIGHT THE TRANS LUXURY HOTEL BANDUNG: Survei pada Tamu The Trans Luxury Hotel Bandung. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

M. Nur Fadli Lukman, 0906882 Pengaruh Servicescape Terhadap Customer Delight The Trans Luxury Hotel Bandung (Survei pada Tamu The Trans Luxury Hotel Bandung). Skripsi 2014, di bawah bimbingan Heri Puspito Diyah Setiyorini., MM dan Ariyo Bramantori., SH., MM. Kegiatan pariwisata saat ini telah mengalami evolusi, pariwisata bukan hanya kegiatan rekreasi individu atau berkelompok saja melainkan telah dikelola secara massal hingga menjadi sebuah industri yang disebut industri pariwisata. Berbagai usaha pariwisata tentu memiliki pengaruh positif dalam menggerakan roda perekonomian masyarakat dan pada akhirnya berpengaruh pula kepada perekonomian Indonesia. Salah satu usaha pariwisata yang bergerak meningkatkan perekonomian dan memiliki pertumbuhan yang positif adalah bidang akomodasi. Hotel dengan klasifikasi terbaik di Bandung adalah hotel bintang 5 dengan jumlah sebanyak 8 hotel. Tahun 2012 dibangun sebuah hotel bintang 5 di Bandung bernama The Trans Luxury Hotel Bandung. Keunikan pemasaran yang dilakukan pihak The Trans Luxury Hotel Bandung yaitu menyetarakan hotelnya sebagai hotel bintang 6, maksud dari konsep ini The Trans Luxury Hotel Bandung adalah hotel bintang 5 dengan fasilitas dan pelayanan melebihi hotel bintang 5 yang lain. The Trans Luxury Hotel Bandung memiliki tujuan agar hotelnya dapat memberikan pengalaman yang lebih tinggi dibandingkan harapan tamu yang menginap, pihak hotel berusaha menciptakan rasa delight terhadap seluruh tamu. The Trans Luxury Hotel Bandung berusaha mencapai target delight dengan meningkatkan pelayanan maupun fasilitas fisik yang ada. Strategi utama yang diterapkan agar fasilitas fisik dan pelayanan dapat melebihi ekspektasi tamu adalah strategi servicescape. Dalam penelitian ini variabel bebas (X) yang digunakan yaitu servicescape meliputi ambient conditions, design factors, staff behaviour, dan staff image. Variabel terikat (Y) yaitu customer delight. Jenis penelitian yang digunakan adalah deskriptif verifikatif, dan metode yang digunakan adalah survei dengan teknik simple random sampling, maka diperoleh jumlah sampel sebesar 100 tamu yang menginap di The Trans Luxury Hotel Bandung. Teknik analisis data dan uji hipotesis yang digunakan adalah path analysis. Hasil penelitian menunjukkan bahwa terdapat pengaruh antara servicescape terhadap customer delight The Trans Luxury Hotel Bandung secara simultan maupun parsial. Pengaruh servicescape terhadap customer delight secara simultan masih terbilang kecil hanya sebesar 27,84%, secara parsial dimensi servicescape yang memiliki pengaruh langsung terbesar adalah staff image diikuti oleh ambient condition sebesar 9%. Kata Kunci: Servicescape, Customer delight   M. Lukman Nur Fadli, 0906882 Impact of Servicescape Against Customer Delight The Trans Luxury Hotel Bandung (Survey on Guest The Trans Luxury Hotel Bandung). Thesis 2014, under the guidance of Heri Puspito Diyah Setiyorini., MM and Ariyo Bramantori., SH., MM. The current tourism activity has evolved, not only the tourism leisure activities of individuals or groups, but both have managed to become a mass industry called tourism industry. Various tourism businesses certainly have a positive effect in moving the economy of the community and ultimately also affect the Indonesian economy. One of the tourism business that moves to boost the economy and have a positive growth is the field of accommodation. Hotels in Bandung with the best classification is 5 star hotel with a total of 8 hotels. In 2012 Bandung has built a 5 star hotel called The Trans Luxury Hotel Bandung. Uniqueness marketing conducted by The Trans Luxury Hotel Bandung is equated his hotel as a 6 star hotel, the intent of this concept is a 5 star hotel with facilities and services exceed another 5 star hotel. The Trans Luxury Hotel Bandung has a goal of keeping their hotel can provide experience higher than expectations of guests staying, the hotel tried to create a sense of delight to all guests. The Trans Luxury Hotel Bandung trying to reach the delight target with improve services and physical facilities available. The main strategy that applied to ensure the physical facilities and services which may exceed guest expectations are servicescape strategy. In this study the independent variable (X) that is used is servicescape includes ambient conditions, design factors, staff behavior, and staff image. Dependent variable (Y) that is customer delight. This type of research is descriptive verification, and the method used was a survey with simple random sampling technique, the obtained sample size of 100 guests who stayed at The Trans Luxury Hotel Bandung. Techniques of data analysis and hypothesis testing is used path analysis. The results showed that there are significant influence between servicescape on customer delight The Trans Luxury Hotel Bandung simultaneously or partially. The influence of servicescape on customer delight simultaneously is relatively small at only 27.84%, which partially servicescape dimensions that have the greatest direct influence is staff image and followed by ambient condition by gain 9%. Keywords: Servicescape, Customer delight .

Item Type: Skripsi,Tesis,Disertasi (S1)
Uncontrolled Keywords: Servicescape, Customer delight
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Program Studi Kepariwisataan
Depositing User: DAM staf
Date Deposited: 19 Sep 2014 08:07
Last Modified: 19 Sep 2014 08:07
URI: http://repository.upi.edu/id/eprint/10869

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