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All Journal JURNAL KEPARIWISATAAN Valid Jurnal Ilmiah
Astawa, I Ketut
Pusat Penelitian dan Pengabdian kepada Masyarakat (P3M) Politeknik Negeri Bali
Arts Humanities Economics, Econometrics & Finance Social Sciences

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PENGARUH KUALITAS LAYANAN DAN KEPUASAN PADA NIAT BELI ULANG PELANGGAN DI HOTEL INNA KUTA BEACH Astawa, I Ketut
JURNAL KEPARIWISATAAN Vol 8 No 1 (2009): Jurnal Kepariwisataan
Publisher : Pusat penelitian & Pengabdian Kepada Masyarakat STP Nusa Dua Bali

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Abstract

This study aims to explain the influence of service quality and customer satisfaction on repurchase intention at Inna Kuta Beach Hotel The 'number of sample is 185 tourists consisting of 142 foreign and 43 domestic tourists. The data were collected by applying a convenience sampling technique and analyzed with Structural Equation Modeling using AMOS 4. 01 software. The result shows that service quality has no significant correlation on the repurchase intention, however, service quality has a significant and positive correlation on customer satisfaction. Customer satisfaction has a significant and positive correlation on repurchase intention and service quality has a positive correlation on repurchase intention indirectly through customer satisfaction which, in this case, functions as an intervening variable.
EVALUASI KEPUASAN PELANGGAN DIBELMOND JIMBARAN PURI BALI MELALUI LEADING QUALITY ASSURANCE Astawa, I Ketut; Suardani, Anak Agung Putri; Istiarto, Istiarto
Valid Jurnal Ilmiah Vol 14 No 2 (2017)
Publisher : Sekolah Tinggi Ilmu Ekonomi AMM Mataram

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Improving customers’ satisfaction is important in the hospitality industry. On the other hand, quality services encourage customer satisfaction. Therefore, offering product (tangible) and services (intangible) to customers need to be standardized.Belmond Jimbaran Puri Bali committed to excellent serviceby implementingLeading Quality Assurance (LQA) standard.LQA standard is specializes in providing quality assurance audits, benchmarking analysisand training services to the luxury hospitality industry. This research is aiming to evaluatethe implementation of LQA standard to improve the customers’ satisfaction in front office department. Data is analysed by using Context, Input, Process, and Output (CIPP) method and supported by SPSS 17.0for windows. The finding of implementing LQA standard is in excellent categories. The finding proved that LQA standard is well implemented by Belmond Jimbaran Puri Bali management
Co-Authors Istiarto Istiarto Suardani, Anak Agung Putri