Pengaruh Kualitas Pelayanan Kualitas Produk dan Persepsi Harga Terhadap Kepuasan Pelanggan di Marawa Beach Club
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Dec 30, 2024
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Abstract
This research purposes is to analyze the influence of service quality, price, and product quality on customer satisfaction at Marawa Beach Club, Padang, utilizing the SmartPLS method. The research employed a survey with an associative causal approach and quantitative data collection. Data were gathered through a questionnaire distributed to 278 respondents. The data analysis utilized SmartPLS 4, employing the technique of Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicated that service quality has a positive but influence in not significant on satisfaction of customer. Conversely, price and quality of product significantly impact customer satisfaction positively. The implications of these findings suggest that Marawa Beach Club's management can enhance service quality, adjust pricing, and improve product quality to maximize customer satisfaction. This research contributes to understanding the factors affecting customer satisfaction in the tourism industry and serves as a guideline for future research in this field.
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How to Cite
Winazora, A., Abrian, Y., & Lisna, Y. (2024). Pengaruh Kualitas Pelayanan Kualitas Produk dan Persepsi Harga Terhadap Kepuasan Pelanggan di Marawa Beach Club. JURNAL KAJIAN PARIWISATA DAN BISNIS PERHOTELAN, 5(3), 111-122. https://doi.org/10.24036/jkpbp.v5i3.72472
References
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[19] 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.
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[22] R. A. Wilis and A. Nurwulandari, “The effect of E-Service Quality , E-Trust , Price and Brand Image Towards E-Satisfaction and Its Impact on E-Loyalty of Traveloka â€TM s Customer,” J. IlmiahMEA (Manajemen, Ekon. dan Akunt., vol. 4, no. 3, pp. 1061–1099, 2020, doi: https://doi.org/10.31955/mea.v4i3.609.
[23] M. Indrawati and Y. Abrian, “Pengaruh Presepsi Harga Dan Restoran Atmosphere Terhadap Keputusan Pembelian Konsumen Pada Restoran 360 Warung Makan,” J. Manaj. pariwisata dan perhotelan, vol. 2, no. 2, pp. 34–48, 2024, doi: https://doi.org/10.59581/jmpp-widyakarya.v2i2.2826.
[24] H. Mappesona, K. Ikhsani, and H. Ali, “Customer Purchase Decision Model , Supply Chain Management and Customer Satisfaction : Product Quality and Promotion Analysis,” Int. J. Supply Chain Manag., vol. 9, no. 1, pp. 592–600, 2020.
[25] B. Yang, Y. Liu, Y. Liang, and M. Tang, “Exploiting user experience from online customer reviews for product design,” Int. J. Inf. Manage., vol. 46, pp. 173–186, 2019, doi: https://doi.org/10.1016/j.ijinfomgt.2018.12.006.
[26] 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.
[27] M. S. Rahman, A. M. Osman-Gani, and M. Raman, “Destination selection for education tourism: Service quality, destination image and perceived spirituality embedded model,” J. Islam. Mark., vol. 8, no. 3, pp. 373–392, 2017, doi: 10.1108/JIMA-10-2015-0080.
[28] W. D. Hoyer, R. Chandy, M. Dorotic, M. Krafft, and S. S. Singh, “Consumer Cocreation in New Product Development,” J. Serv. Res., vol. 13, no. 3, pp. 283–296, Aug. 2010, doi: 10.1177/1094670510375604.
[29] D. T. Cuong and B. H. Khoi, “The relationship between service quality, satisfaction, trust and customer loyalty a study of convience stores in Vietnam,” J. Adv. Res. Dyn. Control Syst., vol. 11, no. 1 Special Issue, pp. 327–333, 2019.
[30] U. Walter, B. Edvardsson, and Å. Öström, “Drivers of customers’ service experiences: A study in the restaurant industry,” Manag. Serv. Qual., vol. 20, no. 3, pp. 236–258, 2010, doi: 10.1108/09604521011041961.
[31] P. Y. Thoo, S. Johari, M. H. Ismail, L. L. Lee, and M. L. Hasan, “The relationship between service quality and memorable tourism experience at giant panda conservation centre in zoo Negara Malaysia,” Int. J. Recent Technol. Eng., vol. 7, no. 5, pp. 69–74, 2019, [Online]. Available:https://www.scopus.com/inward/record.uri?eid=2-s2.0 85065717356%7B&%7 DpartnerID=40%7B&%7Dmd5=e155a3acc90f0f1eea0b41e3e3395b98.
[32] 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.
[33] 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.
[2] 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.
[3] S. Y. Atmanegara, D. Cahyono, N. Qomariah, and A. Sanosra, “Pengaruh kualitas pelayanan, citra perusahaan, dan lokasi terhadap kepuasan konsumen Hotel Ijen View Bondowoso,” J. Sains Manaj. Dan Bisnis Indones., vol. 9, no. 1, pp. 79–89, 2019.
[4] A. Parasuraman, V. A. Zeithaml, and L. L. Berry, “Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research,” J. Mark., vol. 58, no. 1, pp. 111–124, Jan. 1994, doi: 10.1177/002224299405800109.
[5] 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.
[6] 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.
[7] N. Bloom and J. Van Reenen, “Pengaruh Kualitas Produk dan Harga Terhadap Keputusan Pembelian Konsumen Davin Joshua & Metta Padmalia International Business Management, Fakultas Manajemen dan Bisnis Universitas Ciputra Surabaya e-mail: djoshua@student.ciputra.ac.id, metta.padmalia@cipu,” NBER Work. Pap., p. 89, 2013.
[8] Wira Novrilla Ananda Putri and Y. Abrian, “PENGARUH HARGA DAN LOKASI TERHADAP KEPUTUSAN PEMBELIAN KAMAR DI GRAND ROYAL DENAI HOTEL BUKITTINGGI Wira Novrilla Ananda Putri1, Youmil Abrian2 Program Studi D4 Manajemen Perhotelan Fakultas Pariwisata Dan Perhotelan Universitas Negeri Padang E-mail : wir,” J. Pendidik. Dan Kel., vol. 10, no. 1, pp. 116–128, 2018, doi: 10.1017/CBO9781107415324.004.
[9] P. Kotler, J. Makens, and J. Bowen, Pemasaran Perhotelan dan. Kepariwisataan, Edisi Kedua. Jakarta: PT. Prehalindo, 2002.
[10] imam Ghozali, Aplikasi analisis Multivariate dengan program (IBM SPSS 25), Edisi 8. semarang, 2018.
[11] 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.
[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, J. J. Risher, M. Sarstedt, and C. M. Ringle, “When to use and how to report the results of PLS-SEM,” Eur. Bus. Rev., vol. 31, no. 1, pp. 2–24, Jan. 2019, doi: 10.1108/EBR-11-2018-0203.
[14] M. Sarstedt, J. F. Hair, J.-H. Cheah, J.-M. Becker, and C. M. Ringle, “How to Specify, Estimate, and Validate Higher-Order Constructs in PLS-SEM,” Australas. Mark. J., vol. 27, no. 3, pp. 197–211, Aug. 2019, doi: 10.1016/j.ausmj.2019.05.003.
[15] 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.
[16] L. . Schiffman, L.G., & Kanuk, Consumer Behaviour. Pearson Prentice Hall, 2010.
[17] P. Kotler and G. Amstrong, Manajemen Pemasaran (Prinsip-prinsip manajemen pemasaran), 12th ed. Jakarta, 2012.
[18] F. Tjiptono and G. Chandra, “Service, Quality & Satisfaction,” in Edisi 4, 2011.
[19] 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.
[20] L. C. Jorge Teixeira, Lia Patrício, Nuno J. Nunes, Leonel Nóbrega, Raymond P. Fisk, “Customer Experience Modelling: from Customer Experience to Service Design.,” J. Serv. Manag., vol. 23, no. 3, pp. 362 – 376, 2012.
[21] S. Juwairiyah, “Pengaruh Brand Image, Brand Trust Dan Perceived Price Terhadap Repurchase Intention Pada Tiket Maskapai Penerbangan Lion Air (Studi Pada Mahasiswa/I S1 Universitas Brawijaya Malang).” Universitas Brawijaya, 2019.
[22] R. A. Wilis and A. Nurwulandari, “The effect of E-Service Quality , E-Trust , Price and Brand Image Towards E-Satisfaction and Its Impact on E-Loyalty of Traveloka â€TM s Customer,” J. IlmiahMEA (Manajemen, Ekon. dan Akunt., vol. 4, no. 3, pp. 1061–1099, 2020, doi: https://doi.org/10.31955/mea.v4i3.609.
[23] M. Indrawati and Y. Abrian, “Pengaruh Presepsi Harga Dan Restoran Atmosphere Terhadap Keputusan Pembelian Konsumen Pada Restoran 360 Warung Makan,” J. Manaj. pariwisata dan perhotelan, vol. 2, no. 2, pp. 34–48, 2024, doi: https://doi.org/10.59581/jmpp-widyakarya.v2i2.2826.
[24] H. Mappesona, K. Ikhsani, and H. Ali, “Customer Purchase Decision Model , Supply Chain Management and Customer Satisfaction : Product Quality and Promotion Analysis,” Int. J. Supply Chain Manag., vol. 9, no. 1, pp. 592–600, 2020.
[25] B. Yang, Y. Liu, Y. Liang, and M. Tang, “Exploiting user experience from online customer reviews for product design,” Int. J. Inf. Manage., vol. 46, pp. 173–186, 2019, doi: https://doi.org/10.1016/j.ijinfomgt.2018.12.006.
[26] 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.
[27] M. S. Rahman, A. M. Osman-Gani, and M. Raman, “Destination selection for education tourism: Service quality, destination image and perceived spirituality embedded model,” J. Islam. Mark., vol. 8, no. 3, pp. 373–392, 2017, doi: 10.1108/JIMA-10-2015-0080.
[28] W. D. Hoyer, R. Chandy, M. Dorotic, M. Krafft, and S. S. Singh, “Consumer Cocreation in New Product Development,” J. Serv. Res., vol. 13, no. 3, pp. 283–296, Aug. 2010, doi: 10.1177/1094670510375604.
[29] D. T. Cuong and B. H. Khoi, “The relationship between service quality, satisfaction, trust and customer loyalty a study of convience stores in Vietnam,” J. Adv. Res. Dyn. Control Syst., vol. 11, no. 1 Special Issue, pp. 327–333, 2019.
[30] U. Walter, B. Edvardsson, and Å. Öström, “Drivers of customers’ service experiences: A study in the restaurant industry,” Manag. Serv. Qual., vol. 20, no. 3, pp. 236–258, 2010, doi: 10.1108/09604521011041961.
[31] P. Y. Thoo, S. Johari, M. H. Ismail, L. L. Lee, and M. L. Hasan, “The relationship between service quality and memorable tourism experience at giant panda conservation centre in zoo Negara Malaysia,” Int. J. Recent Technol. Eng., vol. 7, no. 5, pp. 69–74, 2019, [Online]. Available:https://www.scopus.com/inward/record.uri?eid=2-s2.0 85065717356%7B&%7 DpartnerID=40%7B&%7Dmd5=e155a3acc90f0f1eea0b41e3e3395b98.
[32] 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.
[33] 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.