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All Journal MATRIK: JURNAL MANAJEMEN, STRATEGI BISNIS, DAN KEWIRAUSAHAAN JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi)
Karina Vashti Devi
Universitas Surabaya
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PENGARUH DIMENSI SERVICE QUALITY DAN OUTCOME QUALITY TERHADAP KESETIAAN PELANGGAN MELALUI KEPUASAN PELANGGAN PADA HOTEL KELAS MENENGAH Karina Vashti Devi
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 10 No 2 (2023): JMBI UNSRAT Volume 10 Nomor 2
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v10i2.49011

Abstract

This study aims to analyze the effects of Service Quality dimensions and Outcome Quality dimensions on Customer Satisfaction and Customer Loyalty in three stars Hotels in Surabaya. Independent Variables used in this study are; Service Quality, with its dimensions; Tangibility, Reliability, Responsiveness, Assurance, and Empathy, and Outcome Quality, with its dimensions; Valence, Waiting Time, and Sociability. This study is a causal research and a quantitative method was used. Data are gathered by sharing online questionnaires. Service Quality dimensions oftentimes are referred to as the main factors that influence customer satisfaction. There’s only a small amount of research done about the influence of Outcome Quality and its dimensions on customer satisfaction, especially in Indonesia. This study’s findings will be about which service quality dimensions and outcome quality dimensions have the most influence on customer satisfaction in three-star Hotels in Surabaya, and the influence of customer satisfaction towards customer loyalty in three-star Hotels in Surabaya.
How Social Media Reviews and Perceived Value Affects the Purchase Intention of Beauty Products Karina Vashti Devi; Laurentia Verina Halim
Matrik : Jurnal Manajemen, Strategi Bisnis, dan Kewirausahaan Volume 17 Nomor 2 Tahun 2023
Publisher : Faculty of Economics and Business Udayana University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/MATRIK:JMBK.2023.v17.i02.p08

Abstract

This research was conducted with the aim of analyzing the green economy transition in tourism, especially tourist villages, whether it is able to provide inspiration or actually prevent an increase in people's income in conditions of the COVID-19 shock. The research was carried out in tourist villages in West Java and Lampung Provinces. This study found thatthe transition of a tourist village with the concept of green economy has a strong influence in increasing the income of rural tourism communities in conditions of the COVID-19 shock, this is due to the fact that the green economy concept encourages the utilization of natural resources and environmental preservation, this will ensure a sustainable attraction for tourists which in turn can increase revenue. Keywords: COVID-19; green economy; tourism village.
Co-Authors Laurentia Verina Halim