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Juita L D Bessie
Universitas Nusa Cendana
Economics, Econometrics & Finance

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IMPLEMENTASI E-COMMERCE DALAM INDUSTRI PARIWISATA Juita L D Bessie
Journal of Management Small and Medium Enterprises (SMEs) Vol 8 No 1 (2019): Journal of Management - Small and Medium Enterprises (SME's)
Publisher : Universitas Nusa Cendana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35508/jom.v8i1.1409

Abstract

Indonesia Tourism has huge potential and is a promising sector to be developed, as long asthe potential development is supported by a comprehensive planning and development byinvolving the utilization of internet technologies. One evidence of the rapid development ofICT is the internet presence. The internet has prompted us to enter the era of all digitally ecommerce.Even today, we are in the era of the industrial revolution 4.0. The industrialrevolution 4.0 will give the effect to shorten the distance between manufacturer and its targetmarket. Digital-based business activity known as the e-commerce in the era of industry 4.0is penetrated various fields including the tourism industry. E-tourism is an interactive onlinesystem enabling tourists to get information and booking some of the provided tourismelements such as hotels and travel agents. Implementation of e-tourism can be done throughthe website, social media, online advertising, web forums, smartphone applications.Through the e-tourism, it makes easier for travelers to travelling with automatic and multilanguage system. The utilization of ICT in the era of the industrial revolution 4.0 and thetourism world not only changing the paradigm of the industry, but also changing the job,the way to communicate, shopping, transaction, and lifestyle. Keywords: ICT, Internet, e-Commerce, e-Tourism
PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Hotel Timor Megah Kota SoE, TTS) Donar W Selan; Juita L D Bessie
Journal of Management Small and Medium Enterprises (SMEs) Vol 10 No 3 (2019): Journal of Management - Small and Medium Enterprises (SME's)
Publisher : Universitas Nusa Cendana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35508/jom.v10i3.2003

Abstract

More and more manufacturers are involved in meeting the needs and desires of customers, causing each company to set orientation to customer satisfaction as the main goal. There is a tendency that customer satisfaction or dissatisfaction can be influenced by the quality of services provided by the company. This research was conducted at the Timor Megah Hotel Kota SoE, TTS Regency. The purpose of this study is to determine the effect of service quality that can be measured by several dimensions, including: tangibles, responsiveness, reliability, assurance, and empathy on customer satisfaction Timor Megah Hotel. The independent variable (X) of this study is the dimension of service quality consisting of tangibles (X1), responsiveness (X2), reliability (X3), assurance (X4), and empathy (X5). While the dependent variable (Y) of this study is customer satisfaction. The sampling technique used is the Accidental Sampling technique, with a total sample of 99 people with the criteria of having stayed more than twice and staying period for 4 years (2015-2018). Data collection techniques used were interviews, questionnaires and literature study. After the data is collected, the data is then analyzed using descriptive techniques and multiple linear regression. From the analysis it is known that tangibles, responsiveness, reliability, assurance and empathy simultaneously and partially have a significant effect on customer satisfaction. From the results of the analysis can also be made mathematical equations: Y = 3,568 + 0,150X1 + 0,245X2 + 0,209X3 + 0,192X4 + 0,362X5. The coefficient of determination obtained shows that 87.2% of the level of customer satisfaction is influenced by tangibles, responsiveness, reliability, assurance and empathy. Keywords: Tangibles, Responsiveness, Reliability, Assurance, Empathy and Customer Satisfaction.
PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN TRAVEL DI KABUPATEN MALAKA (Studi Pada Travel Betun Mandiri Expres) Yuventus K K Finistyawan; Juita L D Bessie
Journal of Management Small and Medium Enterprises (SMEs) Vol 12 No 2 (2020): Journal of Management - Small and Medium Enterprises (SME's)
Publisher : Universitas Nusa Cendana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35508/jom.v12i2.2686

Abstract

This research aims to determine the effect of service quality on customer satisfaction of Betun Mandiri Express (BME) Car Travel. The independent variable in this study is the dimension of service quality consisting of physical evidence, reliability, responsiveness, assurance, and empathy, while the dependent variable is customer satisfaction. The number of samples is 99 respondents who ever using BME Car Travel services more than twice. Samples were gained using accidental sampling technique. Data were collected using questionnaires, interviews, observations, and literature studies. Data analysis techniques used are quantitative descriptive, multiple linear regression analysis and hypothesis testing using the Software SPSS 24. Descriptive Analysis's results show that overall, the respondents gave a categorized perception assessment both for the five dimensions of Service Quality and Satisfaction of using BME Travel. From the results of Multiple Linear Regression Analysis found the mathematical equation: Y = 2.537 + 0.174X1 + 0.158 X2 + 0.185 X3 + 0.146 X4 + 0.196 X5.Both the F Test and t Test results show that simultaneously and partially the five dimensions of Service Quality have a significant effect on customer satisfaction. However, based on the value of Adjusted R2 shows the contribution of the variable Service Quality to Customer Satisfaction is only 32.2%. While 67.8% is influenced by other variables outside the focus of this study. These variables are price and promotion which can be considered for further researchers besides service quality. Keywords: Tangibles, Reliability, Responsiveness, Assurance, and Empathy and Customer Satisfaction
Co-Authors Donar W Selan Yuventus K K Finistyawan