Hielvita Ludiya Ludiya
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Journal : eduturisma journal of social science

Meningkatkan Kepuasan Pelanggan dengan Peran Komunikasi Interpersonal yang Tepat dan Waktu Tunggu Hielvita Ludiya Ludiya
Eduturisma Vol 6 No 1 (2021): Eduturisma
Publisher : LPPM and Travel Operation Department Universitas Asa Indonesia

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Abstract

Companies expect businesses to grow and develop. For this satisfaction has been an important issue in any business, by designing a good service is expected to satisfy consumers. This study aims to examine the impact of employee friendliness, respectfulness, helpfulness, waiting time on customer satisfaction with focus on low cost airlines. A total of 100 completed responses were collected in the survey. The sampling method in this research is simple random sampling. The data analysis used SmartPLS 3.0 as software. The findings of this research showed that employee friendliness, helpfulness, waiting time have positive and significant impact on customer satisfaction. Respecfulness have negative and unsignificant impact on customer satisfaction. This study have several limitations such as taking only two airliness of low cost carrier airliness which become the object of research. The managerial implications of this study provides suggestions for airlines service enterprises to further improve their service impact of respectfulness. Further investigation needs to be expanded by taking some of the objects that are similar research at the airlines too or other industry and by increasing the sample size to improve the results of consistency.
Pengaruh dari Service Quality, Fun, Memorable Tourist Experience terhadap Hedonic Well-Being Hielvita Ludiya Ludiya; Nova Eviana
Eduturisma Vol 6 No 2 (2022): Eduturisma
Publisher : LPPM and Travel Operation Department Universitas Asa Indonesia

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Abstract

In modern society, people increasingly participate in vacations and hope to enhance their well-being through tourism experiences. How well-being changes over the course of a vacation. Well-being is operationalized as one of them is hedonic well-being. Service quality is a main aspect when assessing the quality of services, this related with customer expectations on service provider. Memorable tourism experience as an experience which involves memories that tourists acquire after personally experiencing meaningful activities and events. Memorable tourist experience can influences their well-being as hedonic well-being of tourist. Fun refers to the value dimensions, signifies a dimension of enjoyment and happiness during the consumption process derived from an experience is suggested as a positive factor behind hedonic well-being. This is issue important because various kinds of life pressures and goals, so people want to reduce stress and find personal well-being. A longitudinal study need for better research results related this study, measure of fun need capture of multi dimensional. This research aims to analyze “The Effect of Service Quality, Fun and Memorable Tourist Experience on Hedonic Well-Being”. Research method using a quantitative approach. Sampling technique using purposive sampling with sample in this research is 164 respondents that are local tourist on various museums in coverage area of several Old Town tourist attractions. The technique of data analysis is using SmartPLS 3.0. The result of this research shows that service quality, fun and memorable tourist experience have positive and significant effect on hedonic well-being. Discussion of the study findings and implications for academics and practitioners conclude the paper.