PENGARUH CUSTOMER EXPERIENCE MELALUI CUSTOMER SATISFACTION TERHADAP REVISIT INTENTION PADA HOTEL KAPSUL DI KOTA BANDUNG

Lusiana Aqiilah Utami, - (2023) PENGARUH CUSTOMER EXPERIENCE MELALUI CUSTOMER SATISFACTION TERHADAP REVISIT INTENTION PADA HOTEL KAPSUL DI KOTA BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Hotel kapsul merupakan jenis akomodasi yang mulai banyak tersebar dan diminati oleh banyak wisatawan di Kota Bandung. Akan tetapi, ulasan buruk mengenai pengalaman tamu masih dapat ditemukan, hal tersebut membuat tamu merasa tidak puas serta tidak merekomendasikan hotel kapsul. Tujuan dari penelitian ini yaitu untuk mengidentifikasi gambaran customer experience, customer satisfaction dan revisit intention pada hotel kapsul di Kota Bandung, serta untuk mengetahui pengaruh customer experience terhadap revisit intention melalui customer satisfaction. Dalam penelitian ini, digunakan pendekatan kuantitatif dan jenis penelitian deskriptif. Teknik analisis data penelitian ini menggunakan Analisis Jalur (Path Analysis), dikarenakan terdapat variabel intervening. Populasi penelitian ini ialah para tamu yang pernah menginap di hotel kapsul yang berlokasi di Kota Bandung. Sampel yang diambil dalam penelitin ini adalah 154 responden. Instrumen penelitian ini berupa kuesioner yang disebarkan pada berbagai media sosial. Data yang diperoleh dari kuesioner, diolah menggunakan IBM SPSS versi 29. Pada penelitian ini ditemukan beberapa temuan atau hasil. Kesatu, customer experience dan customer satisfaction tamu berada pada tingkat tinggi. Kedua, revisit intention tamu hotel kapsul berada pada tingkat sangat tinggi. Ketiga, customer experience berpengaruh positif dan signifikan terhadap customer satisfaction. Keempat, customer experience berpengaruh positif dan signifikan terhadap revisit intention. Kelima, customer satisfaction berpengaruh positif dan signifikan terhadap revisit intention. Keenam, pengaruh customer experience terhadap revisit intention melalui customer satisfaction. Berdasarkan pada masalah atau keluhan yang ada, pengelola hotel kapsul perlu memperbaiki fasilitas kamar agar dapat meningkatkan pengalaman, kepuasan dan niat berkunjung kembali. Capsule hotels are a new lodging option gaining popularity among travelers in Bandung City. However, negative guest experiences can still be discovered, leading to disappointment and dislike of capsule hotels. The purpose of this research was to determine the description of customer experience, customer satisfaction, and revisit intention at capsule hotels in Bandung City, as well as the effect of customer experience on revisit intention via customer satisfaction. This research used a quantitative approach with a descriptive research type. The data analysis technique of this research utilized Path Analysis because there were intervening variables. The population in this research were visitors who stayed in Bandung City capsule hotels. The sample taken in this research was 154 respondents. The research instrument took the shape of a questionnaire, which was circulated over several social media platforms. The questionnaire data was processed using IBM SPSS version 29. In this research, several findings were found. First, guest customer experience and customer satisfaction were at a high level. Second, capsule hotel guests' revisit intention was at a very high level. Third, customer experience had a positive and significant effect on customer satisfaction. Fourth, customer experience had a positive and significant effect on revisit intention. Fifth, customer satisfaction had a positive and significant effect on revisit intention. Sixth, the influence of customer experience on revisit intention through customer satisfaction. The capsule hotel managers are advised to enhance room facilities to enhance customer experience, satisfaction, and repeat visits.

Item Type:	Thesis (S1)
Additional Information:	SINTA ID: 6798290 SINTA ID: 5997470
Uncontrolled Keywords:	customer experience, customer satisfaction, revisit intention, hotel kapsul Kota Bandung Bandung City capsule hotel
Subjects:	L Education > L Education (General)
Divisions:	Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Resort & Leisure
Depositing User:	Lusiana Aqiilah Utami
Date Deposited:	04 Oct 2023 20:18
Last Modified:	04 Oct 2023 20:18
URI:	http://repository.upi.edu/id/eprint/109110

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