PENGARUH CUSTOMER EXPERIENCE TERHADAP REVISIT INTENTION DI G.H. UNIVERSAL HOTEL BANDUNG

Ina Karnina, - (2022) PENGARUH CUSTOMER EXPERIENCE TERHADAP REVISIT INTENTION DI G.H. UNIVERSAL HOTEL BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

ABSTRAK : Tujuan dari penelitian ini yaitu untuk mengidentifikasi gambaran customer experience dan revisit intention, serta untuk menganalisis mengenai seberapa besar pengaruh dari customer experience terhadap revisit intention. Metode yang digunakan dalam penelitian ini yaitu pendekatan kuantitatif dengan teknik survey. Pengumpulan data yang diperlukan untuk penelitian dilakukan dengan cara membagikan kuesioner kepada responden, dengan total sampel sebanyak 120 orang. Kemudian, teknik analisis yang digunakan dalam penelitian yaitu regresi linier beganda. Hasil dari penelitian ini menunjukkan bahwa pengalaman tamu dari aspek physical environment dan social interaction termasuk ke dalam kategori tinggi atau baik, dengan presentase dari physical environment sebesar 51,08% dan social interaction sebesar 48,92%. Kemudian, hasil dari revisit intention pun termasuk ke dalam kategori tinggi atau baik, untuk kategori keinginan untuk merekomendasikan hotel ke keluarga, kerabat, dan teman memperoleh presentase sebesar 48%, dan untuk ketegori keinginan untuk kembali menginap memperoleh presentase sebesar 52%. Selanjutnya, untuk uji hipotesis menunjukkan bahwa secara simultan customer experience yang di dalamnya memiliki dua dimensi tersebut berpengaruh terhadap revisit intention yakni sebesar 0,758 dengan diperoleh hasil dari f hitung = 78,909 > f tabel = 3,070 dengan nilai kontribusi dari customer experience terhadap revisit intention di dalam penelitian ini yaitu memiliki nilai sebesar 57,4%. Maka dari itu, dapat disimpulkan bahwa terdapat pengaruh signifikan customer experience terhadap revisit intention di G.H. Universal Hotel Bandung. ABSTRACT : The purpose of this study is to identify the description of customer experience and revisit intention, as well as to analyze how much influence customer experience has on revisit intention. The method used in this study is a quantitative approach with survey techniques. The data collection needed for the research was carried out by distributing questionnaires to respondents, with a total sample of 120 people. Then, the analytical technique used in this research is multiple linear regression. The results of this study indicate that the guest experience from the physical environment and social interaction aspects is in the high or good category, with a percentage of the physical environment of 51.08% and social interaction of 48.92%. Then, the results of the revisit intention are also included in the high or good category, for the category of desire to recommend hotels to family, relatives, and friends get a percentage of 48%, and for the category of desire to return to stay get a percentage of 52%. Furthermore, to test the hypothesis, it shows that simultaneously the customer experience which has two dimentions has an effect on revisit intention, which is 0.758 with the results obtained from f count = 78.909 > f table = 3.070 with the contribution value of customer experience to revisit intention in this study, which has a value of 57.4%. Therefore, it can be concluded that there is a significant influence of customer experience on revisit intention at G.H. Universal Hotel Bandung.

Item Type: Thesis (S1)
Uncontrolled Keywords: Customer Experience, Revisit Intention, Physical Environment, Social Interaction, G.H. Universal Hotel Bandung
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 Resort & Leisure
Depositing User: Ina Karnina
Date Deposited: 13 Jun 2022 03:43
Last Modified: 14 Jun 2022 05:06
URI: http://repository.upi.edu/id/eprint/73115

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