Pengaruh Kualitas pelayanan dan Perceived Value Terhadap Kepuasan Tamu (studi Pada Tamu MICE di Hotel Truntum)
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Apr 25, 2023
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Abstract
The research was based on observations during industrial field experience and pre-research at Truntum Padang hotel, where several obstacles were found related to Service Quality and Perceived Value to Guest Satisfaction of MICE Service Users. The research method is quantitative with a causal relationship. Using nonprobality sampling technique by taking 100 respondents. This study uses a questionnaire to collect data using a Likert scale of 42 statements that have been tested for validity and reliability, the data is described through the analysis requirements test and hypothesis testing using multiple linear regression analysis techniques and the coefficient of determination using SPSS 20.00. Research results: (1) Service quality is in the very good group with a result of 56%. (2) Perceived value is in the good group with a result of 56%. (3) Satisfaction is in the good group with 63% results. Hypothesis testing shows the effect of X1 on Y with Sig. 0.00 <0.5 while t count 5.866> t table 1.9847, so H1 is accepted, the effect of X2 on Y is 0.238> 0.05 and t count 1.186 < t table 1.9847, so H2 is rejected, while the effect of Xl and X2 together on Y is 0.00 <0.05 and F count 63.269> from F table 3.09 so it can be said that H3 is accepted and R Square is 0.556.
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How to Cite
Andofal, R., Surenda, R., & Wulandari, D. (2023). Pengaruh Kualitas pelayanan dan Perceived Value Terhadap Kepuasan Tamu (studi Pada Tamu MICE di Hotel Truntum). JURNAL KAJIAN PARIWISATA DAN BISNIS PERHOTELAN, 4(1), 1-10. https://doi.org/10.24036/jkpbp.v4i1.41572
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[2] Selvy Normasari, SrikandiKumadji, and Andriani Kusumawati, “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan, Citra Perusahaan Dan Loyalitas Pelanggan,” J. Adm. Bisnis (JAB, vol. 6, no. 2, pp. 1–9, 2013.
[3] A. S. Maulana, “PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PT. TOI,” Fak. Ekon. dan Bisnis Univ. Esa Unggul Jakarta, vol. 7, no. 2, pp. 113–125, 2016.
[4] A. Wedi and Y. Abrian, “Pengaruh Fasilitas Terhadap Kepuasan Tamu Menginap Di Hannah Hotel Syariah Painan,” J. Pendidik. Dan Kel., vol. 11, no. 1, p. 68, 2019, doi: 10.24036/jpk/vol11-iss1/582.
[5] T. WIJAYA, Manajemen Kualitas Jasa, 1st ed. Jakarta: PT.Indeks, 2011.
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[8] M. . Wijaya Andrew , Prof. Dr. Hatane Semuel. S.E., M.S dan Edwin Japarianto, S.E., “Analisa Pengaruh Perceived Quality Terhadap Perceived Value Konsumen Pengguna Internet Mobile XL di Surabaya,” J. Strateg. Pemasar., vol. 1, no. 1, pp. 1–12, 2013.
[9] Y. Abrian, A. Adrian, and R. Surendra, “Analysis of Factors Affecting Guest Decision in Purchase of Room Service in Hotel ‘Grand Inna Padang,’” J. Bus. Hosp. Tour., vol. 5, no. 2, pp. 193–200, 2019, doi: http://dx.doi.org/10.22334/jbhost.v5i2.165.
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[11] S. Arikunto, Metodologi Penelitian Suatu Pendekatan Proposal. 2017.
[12] G. Gantara and E. Yulianto, “Analisis Pengaruh Kualitas Layanan Dan Percieved Value Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan ( Studi Empiris pada Mahasiswa Universitas Brawijaya Malang Pengguna IM3 ),” J. Adm. Bisnis,vol.1,no.1,pp.40–48, 2013.
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[15] H. Kaur and H. Soch, “Satisfaction, trust and loyalty: investigating the mediating effects of commitment, switching costs and corporate image,” J. Asia Bus. Stud., vol. 12, no. 4, pp. 361–380, Jan. 2018, doi: 10.1108/JABS-08-2015-0119.
[16] N. P. Afifah and Y. Abrian, “Pengaruh Customer Experience Terhadap Repurchase Intention Pada Coffe Shop V-COFFEE di Kota Padang,” J. Kaji. PARIWISATA DAN BISNIS PERHOTELAN, vol. 2, no. 2, pp. 143–149, 2021, doi: https://doi.org/10.24036/jkpbp.v2i2.26972.
[17] K. Hasan, S. K. Abdullah, F. Islam, and N. M. Neela, “An Integrated Model for Examining Tourists’ Revisit Intention to Beach Tourism Destinations,” J. Qual. Assur. Hosp. Tour., vol. 21, no. 6, pp. 716–737, Nov. 2020, doi: 10.1080/1528008X.2020.1740134.
[18] H. Sang, F. Xue, and J. Zhao, “What Happens When Satisfied Customers Need Variety? –Effects Of Purchase Decision Involvement and Product Category on Chinese Consumers’ Brand-Switching Behavior,” J. Int. Consum. Mark., vol. 30, no. 3, pp. 148–157, May 2018, doi: 10.1080/08961530.2018.1423662.
[19] Y. Abrian and A. Adrian, “The Effect of Customer Experience on Repurchase Intention with Variety Seeking as Variable Moderation at 4-Star Hotels,” J. Pendidik. Teknol. Kejuru., vol. 4, no. 3, pp. 75–79, 2021, doi: https://doi.org/10.24036/jptk.v4i3.21723.
[20] S. F. A. Hossain, M. Nurunnabi, K. Hussain, and S. K. Saha, “Effects of variety-seeking intention by mobile phone usage on university students’ academic performance,” Cogent Educ., vol. 6, no. 1, p. 1574692, Jan. 2019, doi: 10.1080/2331186X.2019.1574692.
[21] R. Sánchez-Fernández and M. Á. Iniesta-Bonillo, “The concept of perceived value: a systematic review of the research,” Mark. Theory, vol. 7, no. 4, pp. 427–451, Dec. 2007, doi: 10.1177/1470593107083165.
[22] M. J. Siry, “Pengaruh Perceived Value Terhadap Kepuasan Pelanggan Pada Jasa Tata Rias Pengantin Tunjung Seto Dengan Kualitas Pelayanan Sebagai Variabel Mediasi,” J. Ekon. dan Kewirausahaan, vol. 15, no. 1, pp. 64–72, 2015.
[23] A. Abror, D. Patrisia, O. Trinanda, M. W. Omar, and Y. Wardi, “Antecedents of word of mouth in Muslim-friendly tourism marketing: the role of religiosity,” J. Islam. Mark., vol. 12, no. 4, pp. 882–899, Jan. 2021, doi: 10.1108/JIMA-01-2020-0006.
[24] C.-K. Pai, Y. Liu, S. Kang, and A. Dai, “The Role of Perceived Smart Tourism Technology Experience for Tourist Satisfaction, Happiness and Revisit Intention,” Sustainability, vol. 12, no. 16. 2020, doi: 10.3390/su12166592.
[25] D. M. Lemy and E. Heidi, “The Potential of Capsule Hotel Service in Semarang,” E-Journal Tour., vol. 6, no. 2, pp. 196–209, 2019, doi: https://doi.org/10.24922/eot.v6i2.49944.
[26] F. Tjiptono, Pemasaran Jasa. Jakarta: Gramedia Cawang, 2014.
[27] Y. Zhao, X. Xu, and M. Wang, “Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews,” Int. J. Hosp. Manag., vol. 76, pp. 111–121, 2019, doi: https://doi.org/10.1016/j.ijhm.2018.03.017.
[28] N. M. Arsyanti and S. R. T. Astuti, “Analisis Pengaruh Kualitas Produk, Kualitas Layanan dan Keragaman Produk Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Minat Beli Ulang (Studi pada Toko Online Shopastelle, Semarang),” Diponegoro J. Manag., vol. 5, no. 2, pp. 1–11, 2016.
[29] K. L. K. Philip Kotler, Marketing Management, 14th ed. New Jersey: Prentice Hall, 2012.
[30] M. F. Dedek Kurniawan Gultom, Muhammad Arif, “Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan,” Maneggio J. Ilm. Magister Manaj., vol. 3, no. 2, pp. 273–282, 2020.
[31] L. . Schiffman, L.G., & Kanuk, Consumer Behaviour. Pearson Prentice Hall, 2010.
[32] J. P. and J. C. O. Peter, Perilaku Konsumen dan Strategi Pemasaran.Jakarta:Erlangga, 2013.
[33] W. S. T. Gultom, L. N. Yuliati, and S. Djohar, “Pengaruh Service Quality, Product Quality Dan Perceived Value Terhadap Kepuasan Dan Loyalitas Pelanggan Industri Kayu Perhutani,” J. Manaj. dan Agribisnis, vol. 13, no. 2, pp. 109–121, 2016, doi: 10.17358/jma.13.2.109.