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All Journal Journal of Indonesian Tourism, Hospitality and Recreation Jurnal Ilmiah Wahana Pendidikan Journal of Business on Hospitality and Tourism International Journal of Sustainable Competitiveness on Tourism Jurnal Kepariwisataan: Destinasi, Hospitalitas dan Perjalanan Jurnal Ilmiah Pariwisata
Mbulu, Yustisia Pasfatima
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Religion Humanities Decision Sciences, Operations Research & Management Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Social Sciences Other

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Moment of Truth: Hotel Operation in The New Normal Time Towards Customer Loyalty Mediated by Customer Satisfaction Mbulu, Yustisia Pasfatima; Widjaja, Daniel; Samuel, Sylvia
Jurnal Kepariwisataan: Destinasi, Hospitalitas dan Perjalanan Vol. 7 No. 1 (2023)
Publisher : Politeknik Pariwisata NHI Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34013/jk.v7i1.781

Abstract

The purpose of this study is to analyze the effect of Zero Moment of Truth on the satisfaction of prospective hotel guests, analyze the First Moment of Truth's influence on the satisfaction of prospective hotel guests, analyze the Second Moment of Truth that affects the satisfaction of hotel guests, analyze the Ultimate Moment of Truth that affect the satisfaction of hotel guests and analyze the effect of satisfaction on loyalty. This study uses a quantitative approach with SEM analysis methods and uses the Smart PLS 3.2.9 program. The sample was selected using a purposive sampling technique with 150 respondents, specifically for hotel guests in Jakarta who stay in the new normal period. The results of the study stated that the First Moment of Truth has a positive influence on the satisfaction of prospective hotel guests, the Ultimate Moment of Truth has a positive influence on the satisfaction of hotel guests, and the satisfaction of hotel guests has a positive influence on loyalty. Meanwhile, Zero moment of truth does not positively influence the satisfaction of prospective hotel guests, and the Second moment of truth does not positively influence hotel guest satisfaction.
Comparative Analysis of Servicescape of Soekarno-Hatta International Airport Terminal 3 and Sanya Phoenix International Airport Terminal 2, Hainan, China on Indonesian Tourist Satisfaction Desty Ferentya, Marsha; Mbulu, Yustisia Pasfatima; Nasution, Fairly Ivana Luqiana; Amanda, Marcela Dwi; Arzad, Muhammad Fariz; Yayang Permatasari; Yesa Putrilia Inaya; Aisyah Puspita Riani
International Journal of Sustainable Competitiveness on Tourism Vol. 4 No. 01 (2025): IJSCOT IV-01
Publisher : Politeknik Pariwisata NHI Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34013/ijscot.v4i01.1904

Abstract

This study compares the servicescape at Soekarno-Hatta International Airport Terminal 3 andSanya Phoenix International Airport Terminal 2, Hainan, China, and its impact on Indonesian touristsatisfaction. This study uses a descriptive quantitative approach with the SEM analysis methodusing the Smart PLS 3.2.9 program with sampling using the Non-Probability Sampling Technique.Data were collected from 390 respondents who had used services at both airports. The analysisresults at Soekarno-Hatta International Airport Terminal 3 show that environmental conditions andsigns, symbols, and artifacts positively influence tourist satisfaction. In contrast, space, layout, andfunction elements do not show a significant influence. Meanwhile, at Sanya Phoenix InternationalAirport Terminal 2, Hainan, China, it shows that environmental conditions, space, layout, andfunction elements and signs, symbols, and artifacts do not positively influence tourist satisfaction.This study provides insight into the importance of airport design and services in improving thetourist experience. These findings are expected to be a reference for airport managers to improvethe quality of services and facilities offered.
Toward International Standard: The Role of Village Tourism Awareness Group in Homestay Development of Kemiren Village Mbulu, Yustisia Pasfatima; Gunadi, I Made Adhi
Journal of Business on Hospitality and Tourism Vol. 6 No. 2 (2020): JOURNAL OF BUSINESS ON HOSPITALITY AND TOURISM
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jbhost.v6i2.223

Abstract

This research aims to analyze the role of Pokdarwis in homestay development, analyze the quality of the homestay with the ASEAN Homestay Standard criteria, and analyze challenges and opportunities in developing a homestay. The method used is descriptive qualitative, with data collection techniques through observation and direct interviews. This study also conducted FGDs with homestay owners, the Head of the Kemiren Traditional Village, Pokdarwis, the Head of Kemiren Village, Banyuwangi Disbudpar, Dancers, PKK, and NGOs. The result of this research is the role of Pokdarwis as a Motivator, Communicator, and Driving Force. The quality of a homestay meets elements of the criteria of the host, activities, location, marketing & promotion, and sustainability principles. Meanwhile, elements of Safety & Security Criteria, Management, Accommodation, Cleanliness & Cleanliness still need to be improved. Challenges in terms of marketing & promotion, management, cleanliness & hygiene, and security & safety still need to be improved. The opportunity is enormous because it has all aspects to meet the accommodation standards of ASEAN-Class Homestay.
Strategi Pengembangan Wisata di Desa Wisata Kedung Gede Pradini, Gagih; Kusumaningrum, Anisa Putri; Maulana, Bima Rizky; Ardani, Putri Aulia; Mbulu, Yustisia Pasfatima
Jurnal Ilmiah Wahana Pendidikan Vol 10 No 6 (2024): Jurnal Ilmiah Wahana Pendidikan
Publisher : Peneliti.net

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.10637917

Abstract

Dalam pengembangan kepariwisataan yang berorientasi pada partisipasi masyarakat, peran dan partisipasi masyarakat setempat sebagai subyek pembangunan diutamakan. Desa Wisata Kedung Gede sebagai salah satu tempat pariwisata di Jakarta yang memiliki daya tarik wisata arum jeram disungai ciliwung juga memiliki suatu lembaga yaitu kelompok sadar wisata (Pokdarwis) sebagai penggerak dalam mendukung terciptanya iklim kondusif dan berkembangnya kepariwisataan di desa tersebut. Penelitian ini bertujuan untuk mengetahui strategi pengembangan pariwisata di Desa Wisata Kedung Gede dengan menggunakan metode penelitian kualitatif deskriptif.
Perancangan Paket Wisata di Desa Hambalang Kabupaten Bogor Berbasis Wisata Sport Tourism, Alam, dan Religi Mbulu, Yustisia Pasfatima; Rossi, Fetty Nurmala; Salsabila, Aqilla Devia; Bhilhaq, Mutiara Sani
Jurnal Ilmiah Pariwisata Vol 29 No 1 (2024): Jurnal Ilmiah Pariwisata
Publisher : Pusat Penelitian dan Pengabdian Kepada Masyarakat, Institut Pariwisata Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30647/jip.v29i1.1646

Abstract

This research aims to design a tourism package based on sport tourism, nature, and religion in Hambalang Village, Bogor Regency. The research method was descriptive qualitative, collecting field survey data or direct observation in Hambalang Village, Bogor Regency. As well as conducting interviews with the Head of Hambalang Village, the Head of the tourist village, Karang Taruna, the Chair of the MUI of Hambalang Village, MSME actors, the people of Hambalang Village, and the manager of the Environmentally Friendly Village. The results obtained from designing tour packages in Hambalang Village, Bogor Regency, are in the form of sport tourism, nature, and religious tourism-based tour packages called "Hambalang AdventTour" for tourists who visit without staying overnight and the "Live In Hambalang" package for tourists who stay overnight. Hambalang Village. The "Hambalang AdventTour" package consists of 3 (three) types of options, which are differentiated based on the travel route, including Hambalang AdventTour 1, Hambalang AdventTour 2, and Hambalang AdventTour 3. Meanwhile, the "Live in Hambalang" package only consists of 2 types of packages for tourism, which are differentiated based on place of residence and tourist activities. Keywords: design of tour packages, tourism villages, sport tourism, nature tourism, religious tourism
Analisis "Moment Of Truth" di Sanya International Shopping Center Hainan sebagai destinasi wisata belanja Mbulu, Yustisia Pasfatima; Putri, Shinta karissa; Khawarizmi, Maharanti; Ramadhani, Fitria Nur; Aghnia, Putri Nazwa; Ferdy, Adrian Matthew
Journal of Indonesian Tourism, Hospitality and Recreation Vol 8, No 2 (2025): October
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/jithor.v8i2.80023

Abstract

AbstractThis study focuses on the experience of Indonesian tourists in shopping tourism at Sanya International Shopping Center, Hainan, China, using the Moment of Truth (MOT) theory. This study analyzes the stages of the Moment of Truth (MOT) in Indonesian tourists visiting the Sanya International Shopping Center in Hainan Province, China. This study uses a qualitative descriptive method with data obtained through direct interviews with informants and observations and secondary data from related documents. The results of this discussion indicate that the process of the Moment Of Truth stages of Indonesian tourists visiting the Sanya International Shopping Center Mall has been fully implemented. This stage takes place from the Zero Moment Of Truth stage, continues to the First Moment Of Truth stage, the Second Moment Of Truth, and finally the Ultimate Moment Of Truth. This stage ends with tourists providing reviews, responses, and recommendations to other users based on their experiences on Google Reviews, which will influence other potential visitors.AbstrakPenelitian ini berfokus pada pengalaman wisatawan Indonesia dalam melakukan wisata belanja di Sanya International Shopping Center, Hainan China dengan penggunaan teori Moment of Truth (MOT). Penelitian ini bertujuan untuk menganalisis tahapan Moment of Truth (MOT) pada wisatawan Indonesia yang berkunjung ke Sanya International Shopping Center yang terletak di provinsi Hainan, China. Penelitian ini menggunakan metode deskriptif kualitatif dengan data yang diperoleh melalui wawancara secara langsung dengan narasumber dan observasi, serta data sekunder dari dokumen terkait. Hasil pembahasan ini menunjukan bahwa proses dari tahapan Moment Of Truth wisatawan Indonesia yang berkunjung ke Mall Sanya International Shopping Center sudah terlaksana sepenuhnya. Tahapan ini berlangsung dari tahapan  Zero Moment Of Truth, dilanjutkan ketahapan First Moment Of Truth, Second Moment Of Truth, dan terakhir Ultimate Moment Of Truth. Tahapan ini diakhiri dengan wisatawan memberikan ulasan, tanggapan, dan juga rekomendasi kepada pengguna lain berdasarkan pengalaman di google review, yang akan mempengaruhi calon pengunjung lainnya.
Co-Authors Aghnia, Putri Nazwa Aisyah Puspita Riani Amanda, Marcela Dwi Ardani, Putri Aulia Arzad, Muhammad Fariz Bhilhaq, Mutiara Sani Desty Ferentya, Marsha Ferdy, Adrian Matthew Gunadi, I Made Adhi Khawarizmi, Maharanti Kusumaningrum, Anisa Putri Maulana, Bima Rizky Nasution, Fairly Ivana Luqiana Pradini, Gagih Putri, Shinta karissa Ramadhani, Fitria Nur Rossi, Fetty Nurmala Salsabila, Aqilla Devia Samuel, Sylvia Widjaja, Daniel Yayang Permatasari Yesa Putrilia Inaya