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All Journal Sadar Wisata: Jurnal Pariwisata DEVOTE: Jurnal Pengabdian Masyarakat Global RESLAJ: Religion Education Social Laa Roiba Journal
Johannes Kurniawan
Universitas Pelita Harapan
Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Social Sciences Other

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PENGARUH FASILITAS TERHADAP KEPUASAN PELANGGAN DI MUSEUM MACAN, JAKARTA Johannes Kurniawan; Reagan Brian; Stephanie Theodora Mulyono
Sadar Wisata: Jurnal Pariwisata Vol 5, No 2 (2022): SADAR WISATA
Publisher : Universitas Muhammadiyah Jember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32528/sw.v5i2.9032

Abstract

Museum MACAN merupakan museum modern dan kontemporer pertama di Indonesia. Jika dilihat beberapa review yang ada di Google Review, penilaian pelanggan yang telah mengunjungi Museum MACAN memberikan komentar yang baik mengenai kualitas layanan dan fasilitas disediakan. Penelitian ini akan membahas pengaruh Fasilitas terhadap kepuasan pelanggan di Museum MACAN. Penelitian ini adalah penelitian kuantitatif. Teknik yang digunakan oleh dalam pengumpulan data adalah dengan menyebarkan kuesioner online kepada 100 responden. Menggunakan pendekatan non-probability sampling dan menggunakan teknik purposive sampling. Metode pengujian dalam penelitian ini terdiri dari uji validitas, uji reliabilitas, uji normalitas, uji koefisien determinasi, uji T yang dibantu oleh aplikasi SPSS 25. Hasil akhir yang didapatkan dari penelitian ini diantaranya, dari pengujian uji t yang telah dilakukan menunjukkan hasil bahwa variabel fasilitas memiliki nilai t-hitung dan t-tabel sebesar 6,208 1,988 maka dari itu dapat disimpulkan bahwa H1 diterima yang dapat juga didiartikan bahwa variabel fasilitas berpengaruh positif terhadap kepuasan pelanggan. Sehingga dapat disimpulkan bahwa, variabel fasilitas berpengaruh terhadap kepuasan pelanggan, dan variabel kualitas pelayanan dan fasilitas secara bersama-sama berpengaruh terhadap kepuasan pelanggan. Saran bagi pengelola Museum MACAN agar untuk selalu meningkatkan fasilitasnya yang sudah terbentuk, seperti Virtual Tour Museum yang ada di Museum MACAN.
PENINGKATAN KETERAMPILAN KOMUNIKASI INTERAKTIF: PENGUATAN PELAYANAN DAN INTERAKSI WISATA DI DESTINASI BOJONG KULUR Angela Kayleen Hardiyanto; Johannes Kurniawan
Devote: Jurnal Pengabdian Masyarakat Global Vol. 5 No. 1 (2026): Devote : Jurnal Pengabdian Masyarakat Global, Maret 2026
Publisher : LPPM Institut Pendidikan Nusantara Global

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/devote.v5i1.5519

Abstract

Bojong Kulur Tourism Village has natural tourism potential through river cruising activities and the development of MSMEs, but still faces challenges in visitor interaction due to the limited communication skills of the tour guides. Based on these conditions, this Community Service Program (PkM) was implemented to improve interactive communication skills and storytelling abilities, enabling guides to create more engaging and informative tourism experiences. The main objective of this program was to provide an understanding of interactive communication principles and narrative structuring techniques relevant to river tour guiding. The implementation methods included material presentations, narrative development practice, storytelling delivery, and evaluation through pre-test, post-test, and feedback forms. The program was conducted on 20 November 2025 and was attended by 26 participants. The evaluation results indicated an increase in participants’ knowledge, as reflected in the difference between pre-test and post-test scores, as well as positive responses regarding the clarity and relevance of the material. Overall, this PkM activity successfully strengthened participants’ foundational interactive communication competencies, supported the improvement of tourism service quality, and contributed to enhancing community capacity in destination management. These findings highlight the need for continued training to maintain consistency and quality of services in Bojong Kulur Tourism Village.  
Pengaruh Layanan Front Desk Agent Melalui Keterampilan Komunikasi dan Aesthetic Labor Terhadap Kepuasan Tamu Hotel Bintang Lima di Jakarta Selatan Clara Olivia Cahyadiputri; Angela Kayleeen Hardiyanto; Johannes Kurniawan; Jimmy Muller Hasoloan Situmorang
Reslaj: Religion Education Social Laa Roiba Journal Vol. 8 No. 3 (2026): RESLAJ: Religion Education Social Laa Roiba Journal
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/reslaj.v8i3.11377

Abstract

This study analyzes the influence of front desk agents’ communication skills and aesthetic labor on guest satisfaction at five-star hotels in South Jakarta. The study is grounded in communication skills and aesthetic labor theories, which explain how communication competence and professional appearance of front desk staff affect guest satisfaction. Communication skills (verbal and nonverbal) and aesthetic labor (physical appearance, friendly expression, and alignment with the hotel’s image) are examined as factors influencing guest satisfaction in five-star hotels in South Jakarta. This research employs a quantitative approach through the distribution of questionnaires to guests who have interacted with front desk agents, complemented by direct field observations of communication practices and staff appearance. The study involved 276 respondents. Data analysis was conducted using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). The results indicate that both variables have a positive and significant effect on guest satisfaction. These findings provide managerial recommendations to optimize communication training and enhance appearance standards in order to maintain service quality and align with the image of luxury hotels.
Co-Authors Angela Kayleeen Hardiyanto Angela Kayleen Hardiyanto Clara Olivia Cahyadiputri Reagan Brian Situmorang, Jimmy Muller Hasoloan Stephanie Theodora Mulyono