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All Journal Edutourism : Journal Of Tourism Reseach Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Brilliant International Journal of Management and Tourism
Widya Octovia Rini Simanjuntak
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Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan Front Office Pada Samosir Villa Resort Kabupaten Samosir Provinsi Sumatera Utara Sariana Hollandita Prima Putri Daulay; Agustinus Denny; Widya Octovia Rini Simanjuntak
EDUTOURISM Journal Of Tourism Research Vol. 6 No. 01 (2024): HOSPITALITY AND TOURISM
Publisher : Samarinda State Polytechnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53050/ejtr.v6i01.953

Abstract

Kontribusi utama dari penelitian ini terletak pada pemahaman mendalam mengenai harapan dan persepsi pelanggan terhadap kualitas layanan Front Office di lingkungan resort. Implikasi manajerial dan saran untuk meningkatkan kualitas pelayanan juga disampaikan berdasarkan temuan penelitian. Penelitian ini bertujuan untuk mengevaluasi tingkat kepuasan pelanggan terhadap pelayanan Front Office di Samosir Villa Resort, Kabupaten Samosir, Provinsi Sumatera Utara. Pengukuran kepuasan pelanggan dilakukan melalui analisis lima dimensi layanan, yaitu tangibilitas fasilitas, empati, keandalan, ketanggapan, dan jaminan. Dalam penelitian ini, metode yang digunakan adalah kuantitatif deskriptif, dimana data yang dinyatakan dalam angka dan dianalisis dengan teknik statistic yang digunkan untuk menganalisis data dengan cara mendeskripsikan atau menggambarkan data yang telah terkumpul sebagai adanya tanpa bermaksud membuat kesimpulan yang berlaku untuk umum atau generalisasi. Hasil penelitian menunjukkan bahwa secara keseluruhan, pelanggan menyatakan tingkat kepuasan yang positif terhadap pelayanan Front Office dan ada beberapa aspek juga yang perlu di tingkatkan. Adapaun kesimpulan dari penelitian ini adalah Mayoritas responden menyatakan tingkat kepuasan yang positif terhadap pelayanan Front Office Samosir Villa Resort. Hal ini mencerminkan keberhasilan resort dalam memenuhi harapan sebagian besar tamu. Terdapat indikasi tertentu, seperti tangibilitas fasilitas dan kecepatan respons, yang mendapatkan perhatian lebih rendah dari sebagian responden. Pemahaman terhadap ketidakpuasan ini menjadi kunci untuk meningkatkan pengalaman tamu secara menyeluruh dan Tingkat kepuasan pelanggan bervariasi di berbagai aspek pelayanan. Hal ini menunjukkan perlunya pendekatan yang berbeda dalam meningkatkan kualitas layanan Front Office sesuai dengan kebutuhan dan harapan yang beragam.
Perceptions of Experience and Tourist Loyalty Towards the Attractions of Sawah Lukis Binjai: A Phenomenological Study From A Destination Marketing Perspective Widya Octovia Rini Simanjuntak
Brilliant International Journal Of Management And Tourism Vol. 5 No. 3 (2025): October: Brilliant International Journal Of Management And Tourism
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/bijmt.v5i3.5797

Abstract

This study aims to explore in depth how tourists interpret their experiences when visiting Sawah Lukis Binjai and how these experiences contribute to the formation of loyalty to the destination. Using a phenomenological approach, the study relies on personal narratives obtained through in-depth interviews and participant observation to reveal a more authentic understanding of the tourism experience. The results show that Sawah Lukis is not merely viewed as an ordinary tourist attraction, but as a space capable of evoking emotional attachment, cultural appreciation, and spiritual reflection for visitors. The visual beauty, interactive activities, the tranquil rural atmosphere, and warm social interactions contribute significantly to shaping the destination's positive image. Authentic and personally meaningful experiences encourage tourists' desire to revisit and foster an intrinsic drive to recommend the destination to others. Thus, tourism experiences are a crucial element in designing sustainable and value-oriented destination marketing strategies.
Peran Intensitas dan Interaktivitas Penggunaan Media Sosial (Instagram dan Website Linktree) dalam Meningkatkan Tingkat Hunian Kamar (Occupancy) di Cambridge Hotel Medan Christin Witasari Sinurat; Widya Octovia Rini Simanjuntak
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Vol. 5 No. 2 (2026): Jurnal Ekonomi, Manajemen Pariwisata Dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jempper.v5i3.6926

Abstract

This study examines the role of intensity (frequency, duration, attention, appreciation) and interactivity (two-way communication and responsiveness: user-to-system, user-to-user, and user-to-document) in the use of Instagram and the Linktree platform to increase room occupancy at Cambridge Hotel Medan. A descriptive-exploratory qualitative approach was employed through in-depth interviews with 11 informants, including hotel management and guests, as well as digital content observation. The findings indicate that the intensity and interactivity of Instagram and Linktree managed by the hotel are responsive, adaptive, and personalized, particularly through Direct Messages (DM) and comment features. However, user-to-user interaction remains limited, reducing the potential for building a brand community based on User-Generated Content (UGC), such as reposting user content. The hotel’s social media intensity is consistently and systematically implemented, influencing audience intention to make room reservations. Since 2023, Linktree has been replaced by bit.ly as part of a strategic transition toward better integration with the hotel’s web-based system. This shift enhances efficiency in conversion processes and reflects the organization’s adaptability to a more integrated digital experience. Although Instagram DM supports responsive and personal communication, it has not yet optimally fostered mutual discourse or digital community engagement.
Co-Authors Agustinus Denny Christin Witasari Sinurat Sariana Hollandita Prima Putri Daulay