Peran Kualitas Pelayanan Dalam Memediasi Pengaruh Harga Terhadap Kepuasan Tamu Menginap Di Hotel Mersi Bukittinggi
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Nov 26, 2024
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Abstract
This research is based on the background based on the response of visitors to the Mersi Bukittinggi hotel which can be seen from the slow response to guests at check-in and chek out, getting complaints from guests because the room booked is not as desired, high room prices during high season. The purpose of this study was to determine the effect of price on guest satisfaction with service quality as a mediating variable at Hotel Mersi Bukittinggi. The population in this study amounted to 698 people and the research sample amounted to 88 people. The data collection technique used a questionnaire with a Likert scale. The data analysis technique consists of descriptive data, path analysis and hypothesis testing. The results of the study describe that price has a direct effect on guest satisfaction, descriptively that the price is in the good category with an achievement rate of 45.4%. Price has a direct effect on service quality seen from the value of t count> t table (2.627> 1.67).
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
How to Cite
Fajarwati, K., Abrian, Y., & Andres, F. (2024). Peran Kualitas Pelayanan Dalam Memediasi Pengaruh Harga Terhadap Kepuasan Tamu Menginap Di Hotel Mersi Bukittinggi. JURNAL KAJIAN PARIWISATA DAN BISNIS PERHOTELAN, 5(2), 95-102. https://doi.org/10.24036/jkpbp.v5i2.48972
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[18] Z.-A. Torabi, A. A. Shalbafian, Z. Allam, Z. Ghaderi, B. Murgante, and A. R. Khavarian-Garmsir, “Enhancing Memorable Experiences, Tourist Satisfaction, and Revisit Intention through Smart Tourism Technologies,” Sustain., vol. 14, no. 5, 2022, doi: 10.3390/su14052721.
[19] B. Hong and R. K. Brahmana, “Pengaruh Service Quality, Perceived Value, Customer Satisfaction Terhadap Repurchase Intention Pelanggan di Resto Buro Bar Surabaya Briandy,” Glob. J. Manag. Bus. Res. E Mark., vol. 7, no. 1, p. 12, 2015.
[20] E. Kastenholz, M. J. Carneiro, C. P. Marques, and S. M. C. Loureiro, “The dimensions of rural tourism experience: impacts on arousal, memory, and satisfaction,” J. Travel Tour. Mark., vol. 35, no. 2, pp. 189–201, 2018, doi: 10.1080/10548408.2017.1350617.
[21] J. A. Rewa, “Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Di Hotel Grand Aquila Bandung,” Almana J. Manaj. dan Bisnis, vol. 3, no. 3, pp. 576–584, 2019.
[22] R. Donovan and A. Fadillah, “Pengaruh Kualitas Pelayanan, Lokasi dan Harga Terhadap Kepuasan Pelanggan Hotel 101 Suryakencana Bogor,” J. Ilm. Pariwisata Kesatuan, vol. 1, no. 1, 2020.
[2] Y. E. Nugara, “Dampak Pandemi Covid 19 Pada Unit Usaha Pariwisata Di Kawasan Pesisir Kota Kupang.,” Ind. Pariwisata, vol. 3, 2021.
[3] P. Kotler, Manajemen Pemasaran (13th ed.). Jakarta: Erlangga, 2009.
[4] A. Papastathopoulos, C. Koritos, and C. Mertzanis, “Effects of faith-based attributes on hotel prices: the case of halal services,” Int. J. Contemp. Hosp. Manag., vol. 33, no. 8, pp. 2839–2861, Jan. 2021, doi: 10.1108/IJCHM-01-2021-0044.
[5] S. Basu, Manajemen Pemasaran : Analisa dan Perilaku Konsumen. Yogyakarta: BPFE, 2010.
[6] F. Tjiptono, Service Management: Mewujudkan Layanan Prima Edisi II. Yogyakarta: CV. Andi, 2016.
[7] P. Kotler, J. Makens, and J. Bowen, Pemasaran Perhotelan dan. Kepariwisataan, Edisi Kedua. Jakarta: PT. Prehalindo, 2002.
[8] R. Surenda, A. Adrian, Y. Abrian, and A. H. Fansurya, “The Effect of E-Service Quality on Purchase Decisions With E-Wom as A Moderating Variable on 4-Star Hotels in West Sumatra,” J. Pendidik. Teknol. Kejuru., vol. 5, no. 3, pp. 76–82, 2022, doi: https://doi.org/10.24036/jptk.v5i3.28723.
[9] S. Park, J.-S. Lee, and J. L. Nicolau, “Understanding the dynamics of the quality of airline service attributes: Satisfiers and dissatisfiers,” Tour. Manag., vol. 81, p. 104163, 2020, doi: https://doi.org/10.1016/j.tourman.2020.104163.
[10] L. Eva and K. Kasmita, “Pengaruh Service Quality Terhadap Kepuasan Tamu Menginap di UNP Hotel & Convention,” J. Kaji. PARIWISATA DAN BISNIS PERHOTELAN, vol. 2, no. 1, pp. 59–66, 2021, doi: https://doi.org/10.24036/jkpbp.v2i1.26072.
[11] K. Philip and L. . Kevin, Manajemen Pemasaran, Edisi 12,. Jakarta : PT Indeks, 2017.
[12] J. F. Hair, A. H. Money, P. Samouel, and M. Page, “Research Methods for Business,” Educ. + Train., vol. 49, no. 4, pp. 336–337, Jan. 2007, doi: 10.1108/et.2007.49.4.336.2.
[13] J. F. Hair, L. M. Matthews, R. L. Matthews, and M. Sarstedt, “PLS-SEM or CB-SEM: updated guidelines on which method to use,” Int. J. Multivar. Data Anal., vol. 1, no. 2, pp. 107–123, Jan. 2017, doi: 10.1504/IJMDA.2017.087624.
[14] I. M. A. Juniantara and T. G. R. Sukawati, “PENGARUH PERSEPSI HARGA, PROMOSI, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN DAN DAMPAKNYA TERHADAP LOYALITAS KONSUMEN,” J. Manaj. Unud, vol. 7, no. 11, pp. 5955–5982, 2018, doi: DOI: https://doi.org/10.24843/EJMUNUD.2018.v7.i11.p6.
[15] N. Wulansari, Y. Abrian, and A. Adrian, “PENGARUH FAKTOR-FAKTOR PERILAKU KONSUMEN TERHADAP KEPUTUSAN MENGINAP,” J. Manaj. Terap. dan Keuang., vol. 10, no. 2, pp. 171–182, 2021, doi: https://doi.org/10.22437/jmk.v10i02.14217.
[16] Suci Sandi Wachyuni1 and K. Wiweka2, “KEPUASAN WISATAWAN DALAM PENGGUNAAN E-COMMERCE AGODA DALAM PEMESANAN HOTEL,” J. Tour. Destin. attraktion, vol. 8, no. 1, pp. 61–70, 2020, doi: https://doi.org/10.35814/tourism.v8i1.1366.
[17] Waryono, Y. Abrian, and S. Hijriyantomi, “ANALISIS PERMINTAAN DAN PENAWARAN MAKANAN KHAS LANGKITANG DI PANTAI PADANG,” J. Pendidik. Dan Kel., vol. 9, no. 2, pp. 45–57, 2017, [Online]. Available: http://jpk.ppj.unp.ac.id/index.php/jpk/issue/view/4.
[18] Z.-A. Torabi, A. A. Shalbafian, Z. Allam, Z. Ghaderi, B. Murgante, and A. R. Khavarian-Garmsir, “Enhancing Memorable Experiences, Tourist Satisfaction, and Revisit Intention through Smart Tourism Technologies,” Sustain., vol. 14, no. 5, 2022, doi: 10.3390/su14052721.
[19] B. Hong and R. K. Brahmana, “Pengaruh Service Quality, Perceived Value, Customer Satisfaction Terhadap Repurchase Intention Pelanggan di Resto Buro Bar Surabaya Briandy,” Glob. J. Manag. Bus. Res. E Mark., vol. 7, no. 1, p. 12, 2015.
[20] E. Kastenholz, M. J. Carneiro, C. P. Marques, and S. M. C. Loureiro, “The dimensions of rural tourism experience: impacts on arousal, memory, and satisfaction,” J. Travel Tour. Mark., vol. 35, no. 2, pp. 189–201, 2018, doi: 10.1080/10548408.2017.1350617.
[21] J. A. Rewa, “Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Di Hotel Grand Aquila Bandung,” Almana J. Manaj. dan Bisnis, vol. 3, no. 3, pp. 576–584, 2019.
[22] R. Donovan and A. Fadillah, “Pengaruh Kualitas Pelayanan, Lokasi dan Harga Terhadap Kepuasan Pelanggan Hotel 101 Suryakencana Bogor,” J. Ilm. Pariwisata Kesatuan, vol. 1, no. 1, 2020.