PENGARUH PENGALAMAN KONSUMEN TERHADAP KEPUASAN KONSUMEN DI HOTEL BINTANG TIGA DI INDONESIA - Jeremy Bryan Susanto; Bernard Yaphar; Agung Harianto (Jurnal Hospitality dan Manajemen Jasa, 2019)
ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh pengalaman konsumen yang terdiri atas tangible-sensorial perception, staff relational/interactional experience, aesthetic perception, dan location terhadap kepuasan konsumen di hotel bintang tiga di Indonesia. Metode penelitian yang dipakai adalah metode kuantitatif kausal dengan total 200 responden. Dengan menggunakan metode analisa regresi linear berganda, hasil penelitian menunjukkan pengalaman konsumen memiliki pengaruh positif yang signifikan terhadap kepuasan konsumen hotel bintang tiga di Indonesia, dengan tangible-sensorial perception sebagai indikator yang paling dominan pengaruhnya terhadap kepuasan konsumen.Kata kunci: Pengalaman, kepuasan, Hotel Bintang TigaABSTRACTThis final thesis is written with the purpose of knowing the effect of customer experience, with tangible-sensorial perception, staff relational/interactional experience, aesthetic, perception, and location as measuring indicators, towards customer satisfaction on three-starred hotels in Indonesia. This research is conducted using quantitative causal method with the total of 200 respondents. Using multiple regression analysis, the results shows that customer experience has a positively significant effect towards customer satisfaction at three-starred hotels in Indonesia with tangible-sensorial perception as the most dominant indicator affecting customer satisfaction.Keywords: Experience, Satisfaction, Three-Starred Hotel.