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Pengaruh Customer Experience dan Customer Sastisfaction Sebagai Pemediasi terhadap Revisit Intention Awal Desta Fariza Benhard; Dede R. Oktini; Rezi Muhamad Taufik Permana
Bandung Conference Series: Business and Management 1175-1182
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v6i2.24630

Abstract. The development of recreational sports in Indonesia, which is moving towards the concept of sports entertainment, demands an increase in the quality of user experience at sports facilities. However, there is still a gap between expectations and actual experiences that influence satisfaction and revisit intentions, including at TheGoodPadel. This study aims to analyze the influence of Customer Experience on Revisit Intention, both directly and through Customer Satisfaction as a mediating variable. The approach used is quantitative with a descriptive verification method, involving 100 respondents selected through purposive sampling based on the Slovin formula. Data were collected using a Likert scale questionnaire that has met the validity and reliability tests, then analyzed using multiple linear regression, t-test, F-test, and Sobel test to test mediation. The results of the study indicate that Customer Experience and Customer Satisfaction are in the good category. Partially, Customer Experience has a positive and significant effect on Revisit Intention, Customer Experience also has a significant effect on Customer Satisfaction, and Customer Satisfaction has a positive and significant effect on Revisit Intention. The results of the Sobel test indicate that Customer Satisfaction significantly mediates the relationship between Customer Experience and Revisit Intention. Simultaneously, all variables have a significant effect on revisit intention. Abstrak. Perkembangan olahraga rekreasi di Indonesia yang mengarah pada konsep sport entertainment menuntut peningkatan kualitas pengalaman pengguna fasilitas olahraga, namun masih terdapat kesenjangan antara harapan dan pengalaman aktual yang memengaruhi kepuasan serta niat kunjungan ulang, termasuk pada TheGoodPadel. Penelitian ini bertujuan menganalisis pengaruh Customer Experience terhadap Revisit Intention, baik secara langsung maupun melalui Customer Satisfaction sebagai variabel mediasi. Pendekatan yang digunakan adalah kuantitatif dengan metode deskriptif verifikatif, melibatkan 100 responden yang dipilih melalui purposive sampling berdasarkan rumus Slovin. Data dikumpulkan menggunakan kuesioner skala Likert yang telah memenuhi uji validitas dan reliabilitas, kemudian dianalisis menggunakan regresi linear berganda, uji t, uji F, serta uji Sobel untuk menguji mediasi. Hasil penelitian menunjukkan bahwa Customer Experience dan Customer Satisfaction berada pada kategori baik. Secara parsial, Customer Experience berpengaruh positif dan signifikan terhadap Revisit Intention, Customer Experience juga berpengaruh signifikan terhadap Customer Satisfaction, serta Customer Satisfaction berpengaruh positif dan signifikan terhadap Revisit Intention. Hasil uji Sobel menunjukkan bahwa Customer Satisfaction memediasi secara signifikan hubungan antara Customer Experience dan Revisit Intention. Secara simultan, seluruh variabel berpengaruh signifikan terhadap niat kunjungan ulang.

Peran Kualitas Pelayanan dan Lokasi Strategis terhadap Keputusan Menginap Wisatawan Domestik di Hotel Grand Dafam Braga Bandung Faisal Ariz Rizqullah; Dede R. Oktini; Yudha Dwi Nugraha
Bandung Conference Series: Business and Management 945-952
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v6i2.25844

Abstract. Increasing competition in the hotel industry encourages hotels to improve service quality and leverage strategic location as factors influencing tourists' decision to stay. This study aimed to analyze the role of service quality and strategic location in influencing the decision to stay of domestic tourists at Hotel Grand Dafam Braga Bandung. This study employed a quantitative approach using an explanatory method with a cross-sectional design. Data were collected through questionnaires from 202 domestic tourists selected using purposive sampling and analyzed using multiple linear regression with IBM SPSS Statistics version 31. The results indicate that service quality and strategic location have a positive and significant effect on the decision to stay, both partially and simultaneously. The coefficient of determination (R²) of 0.581 indicates that both variables explain 58.1% of the variation in the decision to stay. Therefore, improving service quality and maintaining a strategic location play an important role in enhancing domestic tourists' decision to stay at Hotel Grand Dafam Braga Bandung. Abstrak. Persaingan industri perhotelan mendorong hotel untuk meningkatkan kualitas pelayanan dan memanfaatkan lokasi strategis sebagai faktor yang memengaruhi keputusan menginap wisatawan. Penelitian ini bertujuan untuk menganalisis peran kualitas pelayanan dan lokasi strategis terhadap keputusan menginap wisatawan domestik di Hotel Grand Dafam Braga Bandung. Penelitian menggunakan pendekatan kuantitatif dengan metode eksplanatori dan desain cross-sectional. Data dikumpulkan melalui kuesioner terhadap 202 wisatawan domestik yang dipilih menggunakan teknik purposive sampling dan dianalisis menggunakan regresi linear berganda dengan bantuan IBM SPSS Statistics versi 31. Hasil penelitian menunjukkan bahwa kualitas pelayanan dan lokasi strategis berpengaruh positif dan signifikan terhadap keputusan menginap, baik secara parsial maupun simultan. Nilai koefisien determinasi (R²) sebesar 0,581 menunjukkan bahwa kedua variabel mampu menjelaskan 58,1% variasi keputusan menginap, sedangkan sisanya dipengaruhi oleh faktor lain di luar penelitian. Dengan demikian, peningkatan kualitas pelayanan dan pemanfaatan lokasi yang strategis menjadi faktor penting dalam meningkatkan keputusan menginap wisatawan domestik di Hotel Grand Dafam Braga Bandung.

Pengaruh E-Service Quality terhadap Customer Satisfaction dan Dampaknya pada Customer Loyalty Mutiara Qalbiyah Kamaliyah; Dede R. Oktini
Bandung Conference Series: Business and Management 905-914
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v6i2.25968

Abstract. The rapid development in online banking services requires companies to enhance the quality of electronic services to maintain customer satisfaction and loyalty. Intense competition in the banking industry emphasizes the importance of implementing maximum E-Service Quality, particularly in aspects such as ease of access, platform reliability, transaction security, and service responsiveness. The objective of this study is to examine the impact of E-Service Quality on Customer Satisfaction and its subsequent effect on Customer Loyalty among users of online banking facilities. A quantitative approach is applied in this research using descriptive and verificative methods. The sampling technique employs purposive sampling with 180 participants. Data is obtained through questionnaire distribution and evaluated using Partial Least Squares–Structural Equation Modeling (PLS-SEM) to test the relationships between variables. The research findings reveal that E-Service Quality has a positive and significant influence on Customer Satisfaction. Furthermore, Customer Satisfaction is proven to positively and meaningfully affect Customer Loyalty. In addition, customer satisfaction is confirmed to act as a mediator in the relationship between E-Service Quality and Customer Loyalty. Consistently improving electronic service quality will strengthen customer satisfaction and foster long-term loyalty. Abstrak. Perkembangan pesat dalam layanan perbankan daring mengharuskan perusahaan untuk meningkatkan mutu layanan elektronik agar dapat mempertahankan kepuasan dan kesetiaan nasabah. Persaingan sengit di industri perbankan menekankan pentingnya penerapan E-Service Quality yang maksimal, khususnya pada aspek kemudahan akses, ketangguhan platform, perlindungan transaksi, dan ketanggapan pelayanan. Tujuan dari kajian ini adalah untuk meneliti dampak E-Service Qualityterhadap Customer Satisfaction serta akibatnya pada Customer Loyalty di kalangan pemakai fasilitas perbankan daring. Pendekatan kuantitatif diterapkan dalam penelitian ini dengan metode deskriptif dan verifikatif. Teknik pemilihan sampel menggunakan purposive sampling terhadap 180 partisipan. Data diperoleh melalui distribusi kuesioner dan dievaluasi memakai teknik Partial Least Squares–Structural Equation Modeling (PLS-SEM) untuk menguji keterkaitan antarvariabel. Temuan penelitian mengungkapkan bahwa E-Service Quality memberikan pengaruh positif dan signifikan terhadap Customer Satisfaction. Selanjutnya, Customer Satisfaction terbukti memengaruhi positif dan bermakna terhadap Customer Loyalty. Di samping itu, kepuasan pelanggan terbukti berperan sebagai mediator dalam hubungan antara E-Service Quality dan Customer Loyalty. Peningkatan mutu layanan elektronik secara konsisten akan memperkuat kepuasan nasabah dan mendorong pembentukan kesetiaan jangka panjang.

Pengaruh Eco-Label terhadap Green Purchase Intention melalui Perceived Eco-Friendly Brand pada Konsumen Susu Ultra: Studi pada Konsumen Gen Z di Kota Bandung Asy Syifa Az Zahra; Dede R. Oktini; Rezi Muhamad Taufik Permana
Bandung Conference Series: Business and Management 1229-1238
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v6i2.26037

Abstract. This research is motivated by the phenomenon of the global environmental crisis and high consumption of packaged liquid milk, which leads to increased packaging waste, thereby demanding green communication on product packaging to address information asymmetry and greenwashing skepticism among Generation Z. The objects of this study are Eco-label, Perceived Eco-friendly Brand, and Green Purchase Intention on Ultra Milk products. The purpose of this study is to determine the effect of Eco-label on Green Purchase Intention through Perceived Eco-friendly Brand. The data used in this study is primary data. The population used is Generation Z consumers in Bandung City who have consumed Ultra Milk. The sampling method used purposive sampling and obtained a sample of 100 respondents. This study uses a quantitative method with descriptive and verificative approaches. The analysis techniques used are path analysis and the Sobel Test. The results showed that Eco-label, Perceived Eco-friendly Brand, and Green Purchase Intention are in the good category. Partially, Eco-label affects Perceived Eco-friendly Brand, Perceived Eco-friendly Brand affects Green Purchase Intention, and Eco-label does not directly affect Green Purchase Intention. Meanwhile, Perceived Eco-friendly Brand is proven to fully mediate the effect of Eco-label on Green Purchase Intention. Abstrak. Penelitian ini dilatarbelakangi oleh fenomena maraknya krisis lingkungan global dan tingginya tingkat konsumsi susu cair kemasan yang berdampak pada peningkatan sampah kemasan, sehingga menuntut pentingnya komunikasi hijau pada kemasan produk untuk mengatasi kesenjangan informasi serta skeptisisme greenwashing di kalangan Generasi Z. Objek dalam penelitian ini adalah Eco-label, Perceived Eco-friendly Brand, dan Green Purchase Intention pada produk susu Ultra Milk. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Eco-label terhadap Green Purchase Intention melalui Perceived Eco-friendly Brand. Data yang digunakan dalam penelitian ini adalah data primer. Populasi yang digunakan yaitu konsumen Generasi Z di Kota Bandung yang pernah mengonsumsi susu Ultra Milk. Metode pengambilan sampel menggunakan purposive sampling dan diperoleh sampel sebanyak 100 responden. Penelitian ini menggunakan metode kuantitatif dengan pendekatan deskriptif dan verifikatif. Teknik analisis yang digunakan adalah analisis jalur (path analysis) dan Sobel Test. Hasil penelitian menunjukkan bahwa Eco-label, Perceived Eco-friendly Brand, dan Green Purchase Intention berada dalam kategori baik. Secara parsial, Eco-label berpengaruh terhadap Perceived Eco-friendly Brand, Perceived Eco-friendly Brand berpengaruh terhadap Green Purchase Intention, dan Eco-label tidak berpengaruh secara langsung terhadap Green Purchase Intention. Sementara itu, Perceived Eco-friendly Brand terbukti memediasi secara penuh pengaruh Eco-label terhadap Green Purchase Intention.

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