Articles
<![CDATA[Guest Satisfaction on Star Hotel Preparedness In New Normal Era of Covid-19 ]]>
<![CDATA[Ersy Ervina]]>;
<![CDATA[Riza Taufiq]]>;
<![CDATA[Anwari Masatip]]>
<![CDATA[ APMBA (Asia Pacific Management and Business Application) Vol 10, No 1 (2021) ]]>
Publisher : <![CDATA[Department of Management, Faculty of Economics and Business, Brawijaya University ]]>
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DOI: 10.21776/ub.apmba.2021.010.01.2
<![CDATA[Implementing health protocols is one of the hotel industry's survival strategies in response to the Covid-19 pandemic. Although many studies have examined the importance of management strategies in dealing with disasters in the context of the Covid-19, there has been no study analyse the level of guest satisfaction on the preparedness of star hotels during the 'New Normal Era in Bandung, West Java. This research was conducted to evaluate guest satisfaction on star hotels' preparedness by collecting data from guests who had stayed during the pandemic. Importance-Performance Analysis (IPA) by sampling 100 respondents was used to assess guest satisfaction with performance, especially within the star hotel section, then dividing the results into four quadrants (Priority, Maintain, Low priority, and Excessive) and Guest satisfaction determine by using Customer Satisfaction Index (CSI). IPA analysis results show most of hotel section have implemented the preparedness health protocol that exceeds guests' expectations. Measurement of the guest satisfaction index shows guests are very satisfied with star hotels' preparedness in reducing the risk of the Covid-19 pandemic. However, star-hotels still need improve the preparedness by adapting and innovating service through technology.]]>
<![CDATA[THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT COMPONENT ON GUEST LOYALTY TOWARD STARRED HOTEL IN YOGYAKARTA ]]>
<![CDATA[Dasril Indra]]>;
<![CDATA[Ersy Ervina]]>
<![CDATA[ Jurnal Internasional Ilmu Pengetahuan Terapan bidang Pariwisata dan Events Vol 4 No 1 (2020): June 2020 ]]>
Publisher : <![CDATA[Pusat Penelitian dan Pengabdian kepada Masyarakat (P3M) Politeknik Negeri Bali ]]>
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DOI: 10.31940/ijaste.v4i1.1647
<![CDATA[Purpose: This study aims to identify the overview of customer relationship management, analyze the level of hotel guest loyalty, and analyze the effect of customer relationship management consisting of services for the long term, individual service programs and partner relationships to the loyalty of hotel residents both simultaneously and partially. Research methods: This research was conducted in a descriptive and verification manner, while the research method used was a descriptive survey and explanatory survey methods, using samples through probability sampling techniques. Data collection used was interviews using a questionnaire accompanied by observation techniques. Data collection in the field was carried out in 2019. Data analysis used Path Analysis. Results and discussions: The results of this study indicate that; indicators of customer relationship management, and customer loyalty in four-star hotels in Yogyakarta City are generally rated well by customers, which means that four-star hotels in the City of Yogyakarta can raise good customer relationships and can provide high value and loyalty to their customer. Conclusion: Customer relationship management both simultaneously and partially affects the loyalty of four-star hotel customers in the city of Yogyakarta.]]>
<![CDATA[ANALISIS SWOT KOMPONEN PARIWISATA KOTA BANDUNG ]]>
<![CDATA[Ersy Ervina]]>;
<![CDATA[Vany Octaviany]]>
<![CDATA[ Akrab Juara : Jurnal Ilmu-ilmu Sosial Vol 4 No 4 (2019): November ]]>
Publisher : <![CDATA[Yayasan Azam Kemajuan Rantau Anak Bengkalis ]]>
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<![CDATA[This research aims to analyze tourism component in Bandung City which consist of tourism enterprises, tourism infrastructure & recreations, and tourism resources. This research uses descriptive qualitative method with data collection methods through observation, in-depth interviews, and literature study. Data analysis using SWOT analysis (Strength, Weakness, Opportunities & Treath) with weighting on each dimension of the tourism component. The results showed that tourism companies are very feasible and become the main supporting component. While there are still many infrastructure components that need to be addressed to support sustainable tourism activities. On the side of tourism resources, namely tourism is still very limited, the attraction of the city of Bandung is greatly supported by several tourist destinations in Bandung Regency and West Bandung Regency. The government and related stakeholders need to make a tourism packaging strategy in order to increase the attractiveness of Bandung in addition to shopping and culinary tourism.]]>
<![CDATA[CREATIVE TOURISM SATISFACTION (STUDI KASUS DI KAMPUNG KREATIF DAGO POJOK KOTA BANDUNG) ]]>
<![CDATA[Vany Octaviany]]>;
<![CDATA[Ersy Ervina]]>;
<![CDATA[Dwiesty Dyah Utami]]>
<![CDATA[ Jurnal Akrab Juara Vol 4 No 4 (2019) ]]>
Publisher : <![CDATA[Yayasan Akrab Pekanbaru ]]>
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<![CDATA[This study aims to determine the gap between the expectations and challenges of tourists who come to Dago Pojok Creative Village in Bandung, so that all stakeholders involved can increase the value of tourism products in Dago Pojok Creative Village in Bandung. The research method in this study uses the Importance-Performance Analysis method. The sample in this study were tourists who visited the Dago Pojok Creative Village in Bandung as many as 100 people. From the research results obtained from the research results obtained from the expectations and assessments submitted for Dago Pojok Creative Village, with an average value of 4.64 expectations while the performance received by tourists with an average value of 3.78. Dago Pojok Bandung City still has not provided an average rating of expectations that is greater than the expectations of tourists towards the Creative Village. However, Quadrant B attributes that have been implemented well by the manager of Dago Pojok Creative Village Bandung City Item 2, namely the design of building murals, Item 3 is the design of the art performance space, Item 6 is a source of information obtained after searching the art. and Item 10, the Athmosphere in Dago Pojok Creative Village in Bandung.]]>
<![CDATA[The Role of Tourist Attitude Toward Destination Awareness, Destination Personality And Future Visit İntention ]]>
<![CDATA[Ersy Ervina]]>;
<![CDATA[Vany Octaviany]]>
<![CDATA[ APMBA (Asia Pacific Management and Business Application) Vol 11, No 1 (2022) ]]>
Publisher : <![CDATA[Department of Management, Faculty of Economics and Business, Brawijaya University ]]>
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DOI: 10.21776/ub.apmba.2022.011.01.1
<![CDATA[Creating tourist visit intention in the future is a challenge for tourism industry, but lack attention of the evaluation how tourist attitude mediating destination awareness and destination personality on future visit intention. This paper aims to analyze the direct and indirect effects of destination awareness and destination personality on future visit intention with the mediating role of tourist attitude. A quantitative technique utilizing a questionnaire is utilized to gather data. The Lameshow sampling method was used to acquire a sample of 100 respondents for this investigation. The data analysed using the Partial Least Squares Structural Equation Model (PLS-SEM). Result obtained destination awareness and destination personality have a positive effect on tourist attitude. Destination personality also has a positive effect on future visit intention. Meanwhile, destination awareness has a positive but not significant effect on future visit intention. The findings of this study show that tourists' positive attitudes play a key role in bridging the gap between destination awareness and destination personality in terms of future visit intentions. Repeat visits in the future will be more beneficial if a destination takes initiatives to influence tourists' positive attitudes, particularly on destination awareness. Futures study might cover the service industry, with a comparison utilizing the suggested model. Furthermore, the intended model might be confirmed by gathering data from a large number of respondents. These results provide new theoretical and practical implications for tourism destination marketing and policymakers]]>
<![CDATA[Peranan Food And Beverage Sales Executive Dalam Meningkatkan Revenue Di Sheraton Bandung Hotel&towers ]]>
<![CDATA[Risma Puspita Dewi]]>;
<![CDATA[Ersy Ervina]]>;
<![CDATA[Riza Taufiq]]>
<![CDATA[ eProceedings of Applied Science Vol 5, No 3 (2019): Desember 2019 ]]>
Publisher : <![CDATA[eProceedings of Applied Science ]]>
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<![CDATA[ABSTRAK Sheraton Bandung Hotel&Towers adalah salah satu hotel yang terletak di kota Bandung. Persaingan industri hotel saat ini, membuat setiap perusahaan berupaya dalam melakukan strategi untuk meningkatkan pendapatan hotel. Salah satu departemen yang menjadi pendapatan utama bagi hotel adalah departemen Food and Beverage. Hal ini membuat pihak manajemen terutama Food and Beverage Sales Executive di Sheraton Bandung Hotel&Towers melakukan macam-macam upaya strategi yang bertujuan untuk meningkatkan hasil penjualan. Strategi yang dilakukan masih berfokus pada target yang ingin dicapai di setiap bulannya. Tujuan dari penelitian ini adalah untuk menganalisa peranan dan strategi yang dilakukan Food and Beverage Sales Executive dalam meningkatkan revenue di Sheraton Bandung Hotel&Towers. Pengumpulan data dilakukan dengan wawancara kepada Food and Beverage Sales Executive Sheraton Bandung Hotel&Towers, observasi secara langsung, serta studi dokumentasi untuk memperkuat data yang diperoleh dari hasil wawancara dan observasi. Metode penelitian yang digunakan pada penelitian ini adalah metode penelitian deskriptif kualitatif. Dari beberapa metode pengumpulan data yang digunakan dapat diketahui bahwa departemen Food and Beverage Sheraton Bandung Hotel&Towers berhasil menjalankan strategi yang dirancang sebelumnya dan Food and Beverage Sales Executive berhasil menjalankan perannya dengan baik juga, hal ini dapat dibuktikan dengan tercapainya revenue yang dihasilkan berdasarkan target sebesar 148,2%. Manfaat dari penelitian ini adalah untuk menganalisa tugas dan tanggung jawab apa yang dimiliki Food and Beverage Sales Executive di Sheraton Bandung Hotel&Towers. Kata Kunci: Food and Beverage Sales Executive, Revenue, Sheraton Bandung Hotel&Towers ABSTRACT Sheraton Bandung Hotel & Towers is one of the hotels located in the city of Bandung. The current competition in the hotel industry, makes every company strive in implementing strategies to increase hotel revenue. One of the departments that is the main revenue for hotels is the Food and Beverage department. This makes the management, especially the Food and Beverage Sales Executive at Sheraton Bandung Hotel & Towers make various strategic efforts aimed at increasing sales results. The strategy undertaken is still focused on the target to be achieved in each month. The purpose of this study is to analyze the role and strategy of the Food and Beverage Sales Executive in increasing revenue at the Sheraton Bandung Hotel & Towers. Data collection was carried out by interviewing the Sheraton Bandung Hotel & Towers Food and Beverage Sales Executive, direct observations, and documentation studies to strengthen the data obtained from interviews and observations. The research method used in this research is descriptive qualitative research method. From several data collection methods used it can be seen that the Food and Beverage department of the Sheraton Bandung Hotel & Towers successfully carried out the previously designed strategy and the Food and Beverage Sales Executive successfully performed its role well, this can be proven by the achievement of revenue generated based on a target of 148, 2%. The benefit of this research is to analyze the duties and responsibilities of the Food and Beverage Sales Executive at Sheraton Bandung Hotel & Towers. Keyword : Food and Beverage Sales Executive, Revenue, Sheraton Bandung Hotel&Towers]]>
<![CDATA[Hotel Post Covid-19: How Preparedness Affects Guest Satisfaction In A Mid-Scales Hotel ]]>
<![CDATA[Ersy Ervina]]>;
<![CDATA[Riza Taufiq]]>;
<![CDATA[Ratu Ratna]]>
<![CDATA[ Jurnal Manajemen Indonesia Vol 23 No 1 (2023): Jurnal Manajemen Indonesia ]]>
Publisher : <![CDATA[Fakultas Ekonomi dan Bisnis, Telkom University. ]]>
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DOI: 10.25124/jmi.v23i1.4610
<![CDATA[Post-pandemic health strategies will be critical to hotel success. Guests' expectations regarding sanitation, cleanliness, safety, and health continue to rise. As a mitigation plan, hotel preparedness is essential to ensure guest satisfaction. Still, few studies examine the relationship between preparedness and guest satisfaction during the COVID-19 pandemic. This study aims to determine the effect of preparedness on guest satisfaction and assess the preparedness’s importance and performance on guest satisfaction in Bandung. The mid-scale hotel category was chosen as the unit of study since it contains the majority of hotels in Bandung. This quantitative cross-sectional study was undertaken. The data was gathered using a questionnaire survey of respondents who had stayed in the mid-scale hotel in Bandung during the pandemic. The data was analyzed using Structural Equation Modeling (SEM) PLS and Importance-Performance Map Analysis (IPMA). According to the research findings, hotel preparedness has a synergic effect on guest satisfaction. Preparedness is a process, not a product, and each practice cannot be attained separately but must be integrated to ensure guest satisfaction. This research contributes that implementing crisis management through preparedness has an essential role in guest satisfaction; practically, hotels are expected to focus on cleanliness quality and strengthen human resources by enhancing employee competencies since they have the highest level of importance in reducing the risk of COVID-19. Keywords— COVID-19, Guest Satisfaction, Mid-Scale Hotel, Preparedness]]>
<![CDATA[VISITOR BEHAVIOR AT THEME PARKS AS AN URBAN TOURISM IN THE CITY OF BANDUNG, INDONESIA ]]>
<![CDATA[Ersy Ervina]]>;
<![CDATA[Vany Octaviany]]>
<![CDATA[ Journal of Business on Hospitality and Tourism Vol 2, No 1 (2016): Journal of Business on Hospitality and Tourism ]]>
Publisher : <![CDATA[Institut Pariwisata dan Bisnis Internasional ]]>
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DOI: 10.22334/jbhost.v2i1.49
<![CDATA[The presence of a variety of theme parks in Bandung, Indonesia is intended as an urban tourism and public green spaces whereby the townspeople can make interactions. In reality, there are many visitors who still not realize the purpose and function of the theme parks. Some of the newly constructed parks are damaged by visitor behavior. This condition makes the theme park less comfortable. This study was aimed to identify and analyze of visitor behavior at the Bandung theme parks as urban tourism.This study used quantitative descriptive analysis technique by tabulating the frequency responses of respondents. Visitor behavior was analyzed using two (2) sub variables, including personal and interpersonal factors. Personal factors consist of six indicators, i.e. (1) need, want and motivation; (2) perception; (3) learning; (4) personality; (5) lifestyle; and (6) self-concept. Meanwhile, interpersonal factors consist of five indicators, i.e. (1) culture; (2) reference group; (3) social class; (4) opinion leader; and (5) family. The analysis results show that the visitor behavior at theme parks as urban tourism, analyzed by personal and interpersonal factors, is in sufficient condition (not yet positive). On the personal factors, the highest indicator is need, want and motivation and the lowest indicator is personality. On interpersonal factors, the highest indicator is opinion leader. Therefore, it is necessary to enhance socialization in order to increase the knowledge of visitors pertaining to the function of theme parks and to amke proper regulations regarding superintendence of theme parks.]]>
<![CDATA[THE CREATION OF VISITOR SATISFACTION THROUGH QUALITY OF EXPERIENCE IN THE GASTRONOMIC TOURISM AT THE CITY OF BANDUNG, INDONESIA ]]>
<![CDATA[Vany Octaviany]]>;
<![CDATA[Ersy Ervina]]>
<![CDATA[ Journal of Business on Hospitality and Tourism Vol 2, No 1 (2016): Journal of Business on Hospitality and Tourism ]]>
Publisher : <![CDATA[Institut Pariwisata dan Bisnis Internasional ]]>
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DOI: 10.22334/jbhost.v2i1.40
<![CDATA[Visitors need something more than just a delicious meal with a good appearance to be satisfied. They need something they can easily remember when they deal with a gastronomic tourism in the city of Bandung. Something they remember is called experience. Unforgettable experience will produce an unforgettable memory, making the Visitors recall their past experience. Quality of experience can affect visitor satisfaction through the impression given by the gastronomic product attributes. But today, the quality of experience is considered to be unable to create satisfaction as sustainable strategy, because usually the gastronomic tourism managers prefer improving ‘taste’ to creating a good impression in the minds of Visitors. A good impression is able to lead the visitors to return, even invite others to come along to the city of Bandung. Therefore, this study was aimed at examining the creation of visitor satisfaction through the quality of experience at a gastronomic tourism in Bandung. This study used a quantitative method. The data analysis techniques included regression analysis. The results showed that the quality of experience is able to create a visitor satisfaction by 60.1%. The highest score is given on the impression perceived during the visit to the gastronomic tourism area.]]>
<![CDATA[The Importance of Context Marker Element in Developing Bandung Techno Park as A Tourist Attraction ]]>
<![CDATA[Adrian Agoes]]>;
<![CDATA[Ersy Ervina]]>
<![CDATA[ Journal of Business on Hospitality and Tourism Vol 1, No 1 (2015): Journal of Business on Hospitality and Tourism ]]>
Publisher : <![CDATA[Institut Pariwisata dan Bisnis Internasional ]]>
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DOI: 10.22334/jbhost.v1i1.12
<![CDATA[Increasing visitors to Bandung Techno Park (BTP) indicates the potential resources it has to develop as a visitor or tourist attraction. In spite of that, the management of this facility sees it largely as a form of impediment that slows down the pace of their business. They mainly consider the Techno Park to its primary function; becoming the hub connecting the ICT society consists of Business, Academic, and Government. In fact Bandung Techno Park is also meant to become the centre of scientific transmission to educate the people around it, particularly in regards to ICT. It shows that the increasing visit of the general community actually is in line with the BTP’s vision, transmitting the knowledge about ICT to the people. Nonetheless, the case in BTP is that the management has difficulties in handling the visitors who increasingly outnumber the available staffs with no particular skill and facilities needed in handling visitors. This study has observed the facilities and interviewed the management of BTP to find out some of the feature needed in developing tourist attraction. The article focuses on one element, which is Context Marker, to establish the Techno Park to be a suitable tourist attraction for future visitors.]]>
