EFEK MEDIASI CUSTOMER SATISFACTION PADA PENGARUH PERCEIVED QUALITY OF DESTINATION PRODUCT TERHADAP BEHAVIORAL INTENTION : Survei Pada Pengunjung Wisata Bandung Zoo Di Kota Bandung

Putra Hanifan Graha, - (2024) EFEK MEDIASI CUSTOMER SATISFACTION PADA PENGARUH PERCEIVED QUALITY OF DESTINATION PRODUCT TERHADAP BEHAVIORAL INTENTION : Survei Pada Pengunjung Wisata Bandung Zoo Di Kota Bandung. S2 thesis, Universitas Pendidikan Indonesia.

Abstract

Penelitian ini bertujuan untuk menganalisis efek mediasi customer satisfaction pada pengaruh perceived quality of destination product terhadap behavioral intention pada wisatawan yang berkunjung ke Bandung Zoo. Penelitian ini menggunakan pendekatan kuantitatif. Jenis penelitian yang digunakan yaitu deskriptif dan verifikatif. Teknik analisis data menggunakan Structural Equation Modeling dengan sampel 400 responden dari wisatawan nusantara yang berkunjung ke Bandung Zoo. Penelitian ini dilakukan pada bulan Mei – Agustus 2023 dengan menyebarkan kuesioner melalui google form dan dibagikan melalui media sosial. Hasil penelitian menunjukan bahwa perceived quality of destination product memiliki pengaruh positif dan signifikan terhadap behavioral intention, perceived quality of destination product juga memiliki pengaruh positif dan signifikan terhadap customer satisfaction, selanjutnya customer satisfaction berpengaruh positif dan signifikan terhadap behavioral intention. customer satisfaction memediasi pengaruh perceived quality of destination product terhadap behavioral intention. Dengan demikian peneliti memberikan implikasi kepada pengelola Bandung Zoo untuk tetap terus menjaga atau bahkan meningkatkan perceived quality of destination product dan customer satisfaction untuk mencapai kesuksesan yang lebih besar dalam menarik pengunjung, mendukung keberlanjutan Bandung Zoo dan harus terus bersaing dengan destinasi wisata lainnya. This research aims to analyze the mediating effect of customer satisfaction on the influence of perceived quality of destination product on behavioral intention among tourists visiting Bandung Zoo. This study uses a quantitative approach. The type of research used is descriptive and verification. The data analysis technique uses Structural Equation Modeling with 400 respondents from domestic tourists who visited Bandung Zoo. This research was conducted in May – August 2023 by distributing questionnaires via Google Form and sharing via social media. The research results show that perceived quality of destination product has a positive and significant influence on behavioral intention, perceived quality of destination product also has a positive and significant influence on customer satisfaction, then customer satisfaction has a positive and significant influence on behavioral intention. customer satisfaction mediates the influence of perceived quality of destination product on behavioral intention. In this way, researchers provide implications for Bandung Zoo managers to continue to maintain or even improve the perceived quality of destination products and customer satisfaction to achieve greater success in attracting visitors, supporting the sustainability of Bandung Zoo and continuing to compete with other tourist destinations.

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Official URL: https://repository.upi.edu/
Item Type: Thesis (S2)
Additional Information: https://scholar.google.com/citations?user=ckw8YLIAAAAJ&hl=id ID SINTA Dosen Pembimbing: ELLY MALIHAH : 5978468 AHMAD HUDAIBY GALIH KUSUMAH : 5989818
Uncontrolled Keywords: Persepsi Kualitas dari Produk Tujuan, Kepuasan Pelanggan, Niat Berperilaku Perceived Quality of Destination Product, Customer Satisfaction, Behavioral Intention
Subjects: G Geography. Anthropology. Recreation > GV Recreation Leisure
Depositing User: Putra Hanifan Graha
Date Deposited: 08 May 2024 06:48
Last Modified: 08 May 2024 06:48
URI: http://repository.upi.edu/id/eprint/117172

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