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All Journal Toba: Journal of Tourism, Hospitality, and Destination Media Bina Ilmiah
Hetty Yulianti Sihite
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Pengaruh Lingkungan Fisik, Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Konsumen Menginap di Duolos Phos Hotel Bintan Hetty Yulianti Sihite; Fitriana Baitanu; Nensi Lapotulo
TOBA: Journal of Tourism, Hospitality, and Destination Vol. 4 No. 2 (2025): Mei 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/toba.v4i2.5828

Abstract

This study aims to analyze the influence of physical environment, service quality, and facilities on customer satisfaction at Doulos Phos The Ship Hotel, a heritage-themed accommodation shaped like a historic ship located in the Lagoi tourism area, Bintan. A quantitative approach was applied, using purposive sampling of 32 hotel guests who met the research criteria. The research instrument was validated and proven reliable (r-count > 0.349 and Cronbach Alpha > 0.80). The results of multiple linear regression analysis revealed that all three independent variables significantly influenced customer satisfaction, with the physical environment emerging as the most dominant factor (B = 0.352; Sig. = 0.003). These findings support the disconfirmation of expectations theory and are consistent with previous studies highlighting the role of physical atmosphere in shaping customer experience. Managerial implications include enhancing the hotel’s visual and historical elements, delivering empathetic and culturally aware service training, and improving digital facility innovations and public space comfort. This research contributes to the management of thematic accommodations by emphasizing multisensory experiences as a key driver of customer satisfaction in the hospitality industry.
Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Minat Berkunjung Ulang melalui Kepuasan Konsumen yang Menginap di Natuna Dive Resort, Kepulauan Riau Fitriana Baitanu; Hetty Yulianti Sihite; Ida Rahayu; Andre Junianda
TOBA: Journal of Tourism, Hospitality, and Destination Vol. 4 No. 2 (2025): Mei 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/toba.v4i2.5838

Abstract

This study aims to examine the influence of service quality and facilities on revisit intention through customer satisfaction at Natuna Dive Resort, Riau Islands. The research employed a quantitative approach, with data collected through questionnaires distributed to 155 respondents who were resort guests between January and December 2024. Instrument feasibility was assessed using validity and reliability tests, while data were analysed through multiple linear regression, including both partial and simultaneous significance tests. The findings reveal that both service quality and facilities significantly and positively affect guests’ revisit intention, with service quality emerging as the more dominant factor. The coefficient of determination (R²) of 0.602 indicates that 60.2% of the variance in revisit intention can be explained by the two independent variables, while the remaining percentage is influenced by external factors not covered in this model. This research highlights the crucial role of improving service quality and managing facilities sustainably to enhance guest loyalty in the hospitality sector—particularly in tourism destinations that offer natural and cultural uniqueness, such as Natuna Dive Resort. The results of this study may serve as a practical reference for resort managers in developing consumer experience-based marketing and service improvement strategies.
FILOSOFI DAN SIMBOLISME BARANG BARU DALAM WISATA BELANJA DI GRAND MALL BATAM MENJELANG HARI RAYA Verginia Qorryka Selvyc; Nensi Lapotulo; Azila Azmi; Suria Sulaiman; Hetty Yulianti Sihite
Media Bina Ilmiah Vol. 19 No. 4: Nopember 2024
Publisher : LPSDI Bina Patria

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Abstract

Penelitian ini mengeksplorasi filosofi dan simbolisme barang baru dalam konteks wisata belanja di Grand Mall Batam menjelang hari raya. Menggunakan pendekatan fenomenologi kualitatif, studi ini melibatkan wawancara, observasi, dan analisis dokumen. Temuan menunjukkan bahwa Grand Mall Batam bertransformasi menjadi ruang liminal yang memfasilitasi transisi dari rutinitas ke momen sakral hari raya. Pembelian barang baru terungkap sebagai ritual pembaruan diri yang mendalam, melampaui tindakan konsumsi semata. Posisi mal sebagai hub ritel transnasional menciptakan ruang unik untuk negosiasi identitas budaya. Konsumsi simbolis dan status sosial menjadi aspek penting, dengan preferensi pada merek terkenal mencerminkan konsumsi conspicuous. Teknologi, terutama media sosial, berperan signifikan dalam membentuk pengalaman belanja hibrida. Lonjakan penjualan menjelang hari raya mengungkap narasi kompleks tentang perubahan tradisi dan adaptasi terhadap modernitas. Fenomena ini merefleksikan perpaduan kompleks antara spiritualitas, identitas, status sosial, dan dinamika ekonomi global, menantang dikotomi tradisional antara sakral dan profan dalam praktik konsumsi modern.
Co-Authors Andre Junianda Azila Azmi Fitriana Baitanu Ida Rahayu Nensi Lapotulo Suria Sulaiman Verginia Qorryka Selvyc