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Guest Satisfaction on Star Hotel Preparedness In New Normal Era of Covid-19 Ersy Ervina; Riza Taufiq; Anwari Masatip
APMBA (Asia Pacific Management and Business Application) Vol 10, No 1 (2021)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2021.010.01.2

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.

The Role of Tourist Attitude Toward Destination Awareness, Destination Personality And Future Visit İntention Ersy Ervina; Vany Octaviany
APMBA (Asia Pacific Management and Business Application) Vol 11, No 1 (2022)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2022.011.01.1

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

Traveller Behavıoral Changes: Push And Pull Factors Analysıs Vany Octaviany; Ersy Ervina
APMBA (Asia Pacific Management and Business Application) Vol 12, No 1 (2023)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2023.012.01.8

During COVID-19, there has been a change in traveler behavior. Each age group has particular travel preferences and interests, but few studies have examined the changes in the need and desires of travelers' activities. This study aims to identify profiles based on traveler demographics and analyze changes in traveler behavior based on motivation in the form of push and pull factors during an outbreak in Bandung Regency. This study uses a quantitative descriptive method by distributing online questionnaires to 257 tourists. The results describe the demographics of travelers (millennials, middle-aged, and old age), consisting of the area of origin, occupation, gender, education, and income of tourists. The analysis of motivational aspects of push and pull factors shows that millennials and people of middle age still have the same preference, namely choosing destinations that are unique with natural views and relaxing activities that eliminate boredom. Meanwhile, among elderly tourists, there is a behavior change; where previously they preferred destinations related to crowds, such as shopping, city tours, or visiting historical places, they are now turning to natural tourism, intending to refresh themselves and improve their health.

Guest Satisfaction on Star Hotel Preparedness In New Normal Era of Covid-19 Ervina, Ersy; Taufiq, Riza; Masatip, Anwari
APMBA (Asia Pacific Management and Business Application) Vol. 10 No. 1 (2021)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2021.010.01.2

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.

The Role of Tourist Attitude Toward Destination Awareness, Destination Personality And Future Visit Ä°ntention Ervina, Ersy; Octaviany, Vany
APMBA (Asia Pacific Management and Business Application) Vol. 11 No. 1 (2022)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2022.011.01.1

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

Traveller BehavÄ±oral Changes: Push And Pull Factors AnalysÄ±s Octaviany, Vany; Ervina, Ersy
APMBA (Asia Pacific Management and Business Application) Vol. 12 No. 1 (2023)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2023.012.01.8

During COVID-19, there has been a change in traveler behavior. Each age group has particular travel preferences and interests, but few studies have examined the changes in the need and desires of travelers' activities. This study aims to identify profiles based on traveler demographics and analyze changes in traveler behavior based on motivation in the form of push and pull factors during an outbreak in Bandung Regency. This study uses a quantitative descriptive method by distributing online questionnaires to 257 tourists. The results describe the demographics of travelers (millennials, middle-aged, and old age), consisting of the area of origin, occupation, gender, education, and income of tourists. The analysis of motivational aspects of push and pull factors shows that millennials and people of middle age still have the same preference, namely choosing destinations that are unique with natural views and relaxing activities that eliminate boredom. Meanwhile, among elderly tourists, there is a behavior change; where previously they preferred destinations related to crowds, such as shopping, city tours, or visiting historical places, they are now turning to natural tourism, intending to refresh themselves and improve their health.

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