PENGARUH SERVICE CONVENIENCE TERHADAP CUSTOMER SATISFACTION DI HARRIS RESORT WATERFRONT BATAM : Survei pada tamu individu yang menginap di HARRIS Resort Waterfront Batam

Helios M.T, Santana (2017) PENGARUH SERVICE CONVENIENCE TERHADAP CUSTOMER SATISFACTION DI HARRIS RESORT WATERFRONT BATAM : Survei pada tamu individu yang menginap di HARRIS Resort Waterfront Batam. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Hotel merupakan salah satu jasa akomodasi penunjang kebutuhan para wisatawan. Fungsi hotel selain sebagai sarana akomodasi untuk tempat menginap, namun sering dijadikan tempat melakukan pertemuan bisnis, seminar, pernikahan, lokakarya, rapat dan kegiatan lainnya. Seiring dengan perkembangan pariwisata dan naiknya jumlah wisatawan, para pengusaha jasa akomodasi bersaing untuk memperbaharui produk yang dijual dengan melakukan penambahan fasilitas dan promosi. Kebutuhan akan informasi mengenai produk dan jasa yang ditawarkan kepada tamu mengenai hotel dan segala fasilitas layanan didalamnya menjadi faktor pendorong bagi para penyedia jasa untuk terus bersaing. Alat ukur keunggulan yang dimiliki oleh pihak hotel adalah kepuasan dari tamu itu sendiri. Pihak hotel harus mengupayakan cara bagaimana segala aktivitas pelayanan yang diberikan telah sesuai dan bahkan melebihi harapan para tamu. Cara tersebut dapat dilakukan melalui kenyamanan pelayanan jasa dari service convenience yang terdiri dari decision convenience, access convenience, transaction convenience, benefit convenience dan post-benefit convenience. Unit analisis dari penelitian ini adalah tamu individu yang berkunjung ke HARRIS Resort Waterfront Batam dalam jumlah populasi sebanyak 100 tamu. Metode yang digunakan dalam penelitian ini adalah metode deskriptif dan verifikatif. Penelitian ini dilakukan dalam kurun waktu kurang dari satu tahun, maka metode yang digunakan adalah metode cross sectional method. Data yang digunakan adalah data primer dan data sekunder yang dilakukan melalui studi kepustakaan dan kuisioner. Dalam mengukur besarnya pengaruh service convenience terhadap customer satisfaction digunakan analisis regresi berganda. Berdasarkan hasil penelitian, service convenience yang terdiri dari decision convenience, access convenience dan benefit convenience dapat mempengaruhi customer satisfaction dalam memperoleh kenyamanan serta berpengaruh positif dan signifikan secara parsial maupun simultan. Maka dari itu, pihak hotel diharapkan mampu meningkatkan kinerja dalam menciptakan kenyamanan jasa pada tamu. Kata Kunci : service convenience dan customer satisfaction ABSTRACT Hotel is one of the accommodation services supporting the needs of tourists. The function of the hotel in addition to as a means of accommodation for a place to stay, but often used as a place to conduct business meetings, seminars, weddings, workshops, meetings and other activities. Along with tourism development and increasing number of tourists, the accommodation service entrepreneurs compete to renew the products sold by adding facilities and promotions. The need for information on products and services offered to guest regarding the hotel and all its service facilities is a driving factor for service providers to continue to compete. The measuring tool of excellence owned by the hotel is the satisfaction of the guest itself. The hotel should strive for ways in which all activities of the services provided are appropriate and even exceed the expectetion of the guests. This can be done through the convenience of services from service convenience which consists of decision convenience, access convenience, transaction convenience, benefit convenience and post-benefit convenience. The analytical unit of this study is an individual guest visiting HARRIS Resort Waterfront Batam in a population of 100 guests. The method used in this research is descriptive and verificative. This research conducted in less than one year, then the method used is cross sectional method. The data used are primary data and secondary data conducted through literature study and questionnare. In measuring the effect of service convenience to customer used multiple regression analysis. Based on research result, service convenience which consists of decision convenience, access convenience and benefit convenience can influence customer satisfaction in obtaining convenience and also have positive and significant effect partially or simultaneously. Therefore, the hotel is expected to improve performance and service convenience to the guest. Keywords: service convenience and customer satisfaction

Item Type: Skripsi,Tesis,Disertasi (S1)
Additional Information: No. panggil : S MPP Hel p-2017; Pembimbing : I. Yeni Yuniawati, II. Dewi Pancawati N; NIM : 1202163
Uncontrolled Keywords: Service convenience, Customer satisfaction, Survei
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
L Education > L Education (General)
Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Pemasaran Pariwisata
Depositing User: Mrs Lisna Nurhalisma
Date Deposited: 27 Aug 2018 02:03
Last Modified: 27 Aug 2018 02:56
URI: http://repository.upi.edu/id/eprint/31052

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