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INDONESIA
Jurnal Hospitality dan Manajemen Jasa
Published by Universitas Kristen Petra Surabaya
ISSN : -     EISSN : -     DOI : -
Core Subject : Health, Science,
Decision Sciences, Operations Research & Management Health Professions
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Articles 729 Documents
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PENGARUH PERCEIVED AUTHENTICITY TERHADAP PLACE ATTACHMENT DAN REVISIT INTENTION WISATAWAN DI HOUSE OF SAMPOERNA Patrice Theodora; Felicia Felicia
Jurnal Hospitality dan Manajemen Jasa Vol 8, No 2 (2020): Jurnal Hospitality dan Manajemen Jasa
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ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh persepsi wisatawan pada otensititas (perceived authenticity) House of Sampoerna (HoS) terhadap niat untuk mengunjungi kembali (revisit intention) tempat wisata dengan ikatan emosional terhadap tempat wisata yang dikunjungi (place attachment) sebagai variabel mediasi. Teknik analisa data menggunakan PLS-SEM. Hasil penelitian menunjukkan bahwa persepsi wisatawan pada otensititas HoS berpengaruh positif dan signifikan terhadap ikatan emosional dengan tempat wisata yang dikunjungi dan niat untuk berkunjung kembali ke HoS. Ikatan emosional dengan tempat wisata yang dikunjungi juga menjadi variabel mediasi yang positif dan signifikan bagi hubungan antara persepsi otensititas dan niat berkunjung kembali.Kata Kunci : Persepsi otensititas , ikatan emosional tempat, niat berkunjung kembali, wisata bersejarahABSTRACTThis study was conducted to determine the effect of perceived authenticity of HoS tourists towards place attachment and revisit intention with place attachment as the mediating variable. The primary data collected was analysed with PLS-SEM. The results showed that perceived authenticity had a positive and significant effect towards place attachment and tourists’ intention to revisit HoS. Place attachment of tourists in HoS both showed a positive and significant mediating role for the effect of perceived authenticity on visitors’ intention to revisit HoS in the future.Keywords: Perceived authenticity, place attachment, revisit intention, heritage tourism.
ANALISA PERBEDAAN MOTIVASI PEMBERIAN TIP BERDASARKAN GENDER KEPADA KARYAWAN RESTORAN DI SURABAYA Ni Luh Intha Hanani Miryani; Jeniffer Fransisca Tandiary; Monika Kristanti
Jurnal Hospitality dan Manajemen Jasa Vol 8, No 1 (2020): Jurnal Hospitality dan Manajemen Jasa
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ABSTRAKTip digunakan sebagai sebuah penghargaan yang diberikan konsumen kepada karyawan Restoran yang telah memberikan pelayanan yang memuaskan. Motivasi pemberian tip adalah sebuah dorongan untuk memberikan penghargaan dari konsumen kepada karyawan. Setiap konsumen, baik pria maupun wanita memiliki motivasi yang berbeda dalam memberikan tip. Penelitian ini bertujuan untuk mencari faktor apa saja yang menjadi motivasi pemberian tip oleh konsumen kepada karyawan, serta melihat apakah ada perbedaan signifikan antara pria dan wanita dalam motivasi pemberian tip. Hasil dari penelitian ini adalah terdapat enam faktor yang terbentuk yang memotivasi pelanggan untuk memberikan tip yaitu Loyalty and Small Change, Empati dan Suasana, Staff Performance and Norms, Product Knowledge dan Gender Pelayan. Dalam Penelitian ini menunjukan bahwa konsumen pria dan wanita memiliki perbedaan motivasi pemberian tip, namun tidak signifikan.Kata Kunci:Motivasi, Tip, Pria, Wanita, RestoranABSTRACTTip is used as an award given by consumers to restaurant employees who have provided a satisfying service. The motivation for tipping is an encouragement to give reward from consumers to employees. Every consumer, both men and women have a different motivation for giving tips. This study aims to find out what factors motivate consumers to give tips to employees, and see if there are significant differences between men and women in motivating tips. The results of this study, there are six factors formed that motivate customers to give tips, including Loyalty and Small Change, Empathy and Atmosphere, Staff Performance and Norms, Product Knowledge and Waiter Gender. In this study, shows that male and female consumers have different motivations for tipping, but not significantly.Keyword:Motivation, Tipping, Men, Women, Restaurant
PLANT-BASED NEW FOOD PRODUCT DEVELOPMENT: From Conception to Implementation of “Banana Blossom Jerky” Tiffany Aileen; Gareth Currie
Jurnal Hospitality dan Manajemen Jasa Vol 7, No 2 (2019): Jurnal Hospitality dan Manajemen Jasa
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Abstrak: Penelitian ini bertujuan untuk mengukuhkan, meneliti, dan mengevaluasipengembangan “Banana Blossom Jerky” melalui model New Product Development(NPD). Penelitian sekunder mengenai target pasar lebih dahulu dilakukan untukmembantu pengembangan dan konseptualisasi produk. Penelitian utama dilakukandengan metode kombinasi dan dianalisis dengan triangulasi data. Tujuh Milenial dariberbagai kota di Indonesia dan dua ahli NPD dipilih sebagai sampel oleh penulismelalui purposive sampling. Konsep makanan plant-based ini diterima oleh generasiMillenial Indonesia yang terbukti tertarik pada makanan sehat.Kata Kunci: Jantung Pisang, Makanan Plant-based, Milenial, New ProductDevelopment.Abstract: This research aimed to justify, research, and evaluate the development of“Banana Blossom Jerky” through New Product Development (NPD) model.Secondary research pertains target market was first conducted to assist thedevelopment and conceptualization of the product. The primary research wasconducted through mixed method and analyzed with data triangulation. SevenMillennials from different cities in Indonesia and two experts in NPD were chosen asthe samples by the author through purposive sampling. The concept of this plant-basedfood is found to be filling the market gap for Indonesian Millennials that proven to beinterested in healthy foods.Keywords: Banana Blossom, Plant-based Food, Millennials, New ProductDevelopment.
PENGARUH LINGKUNGAN KERJA FISIK DAN NON FISIK TERHADAP MOTIVASI KERJA DAN KEPUASAN KERJA KARYAWAN “Z” HOTEL SURABAYA Stella Vianita; Kezia Lisa Chandra
Jurnal Hospitality dan Manajemen Jasa Vol 8, No 2 (2020): Jurnal Hospitality dan Manajemen Jasa
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AbstrakPenelitian ini dilakukan untuk mengetahui pengaruh lingkungan kerja fisik dan non fisik terhadap kepuasan kerja karyawan “Z” Hotel Surabaya dengan motivasi kerja sebagai variabel mediasi. Kuesioner dibagikan kepada 32 responden yang memenuhi kriteria penelitian. Teknik analisa yang digunakan adalah PLS-SEM. Hasil penelitian menunjukkan bahwa lingkungan kerja fisik dan non fisik memiliki pengaruh positif dan signifikan terhadap motivasi kerja maupun terhadap kepuasan kerja, serta motivasi kerja memiliki pengaruh positif dan signifikan terhadap kepuasan kerja. Selanjutnya didapatkan bahwa ada hubungan positif antara lingkungan kerja fisik dan non fisik terhadap kepuasan kerja melalui motivasi kerja.Kata Kunci: Lingkungan Kerja Fisik, Lingkungan Kerja Non Fisik, Motivasi Kerja, Kepuasan Kerja.AbstractThis study was conducted to determine the influence of physical and non-physical work environment job satisfaction on “Z” Hotel employees in Surabaya with work motivation as an intervening variable. Questionnaire was distributed towards 32 respondents that fit the criteria. Data analysis technique used was PLS-SEM. The results showed that the physical and non-physical work environment had a positive and significant effect towards work motivation also job satisfaction, and work motivation had a positive and significant effect towards job satisfaction. Then it was obtained that there is a positive relationship between physical and non-physical work environment towards job satisfaction through work motivation.Keywords: Physical Work Environment, Non Physical Work Environment, Work Motivation, Job Satisfaction.
PENGARUH PERSEPSI NILAI TERHADAP KEPUASAN KONSUMEN DI JOKOPI UNTUNG SUROPATI SURABAYA Juan Putera Sandy; Therry Stanley; Regina Jokom
Jurnal Hospitality dan Manajemen Jasa Vol 8, No 1 (2020): Jurnal Hospitality dan Manajemen Jasa
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Abstrak Perkembangan kedai kopi di Surabaya saat ini sedang berkembang pesat. Di penelitian ini peneliti ingin melihat kepuasan dari sudut pandang persepsi nilai yang terdiri dari persepsi nilai fungsional, persepsi nilai harga, persepsi nilai emosional, dan persepsi nilai sosial. Teknik analisa data yang digunakan adalah regresi linear berganda. Responden dalam penelitian ini berjumlah 84 orang. Hasil penelitian ini menunjukkan bahwa persepsi nilai fungsional dan nilai harga mempengaruhi positif dan siginifikan terhadap kepuasan konsumen. Persepsi nilai harga yang memiliki hasil paling dominan diantara variabel lainnya. Kata Kunci: Persepsi nilai, Persepsi nilai fungsional, Persepsi nilai harga, Persepsi nilai emosional, Persepsi nilai sosial, kepuasan konsumen, dan kedai kopi Abstract                The development of coffee shops in Surabaya is currently growing rapidly. In this study, researchers wanted to see satisfaction from the perspective of perceived value consisting of perceived functional value, perceived price value, perceived emotional value, and perceived social value. The analysis technique used is multiple linear regression. Respondents in this study were 84 people. The results of this study indicate that perceived functional value and perceived price value have a positive and significant effect on customer satisfaction. Perceived price value has the most dominant results among the other variables. Keywords: Perceived Value, Percecived functional value, Perceived price value, Perceived emotional value, dan Perceived social value, Customer satisfaction dan coffeeshop.
PENGARUH MEAL EXPERIENCE TERHADAP MINAT BELI ULANG KONSUMEN DI SMACK BURGER SURABAYA Stevent Darius; Alfonsus Lucky Prajitno; Monika Kristanti
Jurnal Hospitality dan Manajemen Jasa Vol 7, No 1 (2019): Jurnal Hospitality dan Manajemen Jasa
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ABSTRAKPenelitian ini dilakukan untuk mengetahui pengaruh meal experience terhadap minat beli ulang konsumen di Smack Burger Surabaya. Cara untuk mengukur tingkat minat beli ulang konsumen adalah dengan meneliti Five Aspect Meal Models. Pengambilan data dilakukan dengan penyebaran kuesioner kepada 144 responden. Data diolah dengan menggunakan regresi linear berganda. Hasil penelitian menunjukan bahwa Product dan Management Control System secara parsial berpengaruh positif dan signifikan pada minat beli ulang konsumen, hasil aspek product memiliki pengaruh paling dominan.Kata Kunci:Meal Experience, Five Aspect Meal Models, Minat Beli Ulang KonsumenABSTRACTThis study was conducted to determine the effect of meal experience on customer repurchase intention in Smack Burger Surabaya. To measure the level of costumer repurchase intention is by researching Five Aspect Meal Models. The data were collected by distributing questionnaires to 144 respondents. The data were processed using multiple linear regression. The results showed that Product and Management Control System partially have positive significant effect on customer repurchase intention, and the aspect of product has the most dominant influence.Keyword:Meal Experience, Five Aspect Meal Models, Consumer Repurchase Intention
PENGARUH IKLAN MEDIA SOSIAL INSTAGRAM TERHADAP PURCHASE INTENTION MASYARAKAT SURABAYA DI W BALI – SEMINYAK Reynaldo Reynaldo; Venia Venia; Hanjaya Siaputra
Jurnal Hospitality dan Manajemen Jasa Vol 7, No 2 (2019): Jurnal Hospitality dan Manajemen Jasa
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AbstrakDi zaman sekarang ini, perkembangan media sosial semakin mempengaruhikehidupan manusia. Media sosial memiliki berbagai peran dalam kehidupan kita,salah satunya media sosial sebagai media pemasaran. Dalam penelitian ini, penelitimenggunakan Instagram sebagai salah satu contoh media pemasaran. Penelitian inibertujuan untuk mengetahui seberapa besar pengaruh media pemasaran Instagramterhadap Purchase Intention Masyarakat Surabaya di W Bali – Seminyak. Dalampenelitian ini, terdapat tiga indikator dalam media pemasaran yaitu attitude towardsthe ad, ad recall, dan click through rates. Hasil penelitian ini menunjukkan bahwaketiga indikator tersebut berpengaruh positif dan signifikan terhadap purchaseintention Masyarakat Surabaya di W Bali – Seminyak. Ad recall merupakan indikatoryang paling dominan terhadap purchase intention masyarakat Surabaya di W Bali –Seminyak.Kata Kunci : Media Sosial, Indikator Online Marketing, Instagram, PurchaseIntention.AbstractNowadays, the development of social media increasingly influences human life.Social media has various roles in our lives, one of them is social media as an onlinemarketing. In this study, researchers used instagram as an example of online marketing.This research aims to determine the impact of social media instagam ads towardspurchase intention of Surabaya’s citizens at W Bali – Seminyak. In this research, thereare three indicators of online marketing including attitude towards the ad, ad recall, danclick through rates. The results of this study indicate that the three indicators have apositive and significant effect on purchase intention of Surabaya’s citizens at W Bali –Seminyak. Ad recall is the most dominant indicator on purchase intention of Surabaya’scitizens at W Bali – Seminyak.Keywords : Social Media, Online Marketing Indicator, Instagram, Purchase Intention.
PERILAKU MASYARAKAT INDONESIA DALAM MENDUKUNG GREEN PRACTICES DI HOTEL : ANALISA THEORY OF PLANNED BEHAVIOR MODEL Clarentia Vianney Tannur; Regina Jokom
Jurnal Hospitality dan Manajemen Jasa Vol 7, No 1 (2019): Jurnal Hospitality dan Manajemen Jasa
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ABSTRAKPenerapan green practice harus semakin diperhatikan sebagai bentuk kepedulian terhadap lingkungan. Saat ini green practices sudah mulai diterapkan oleh para pelaku bisnis, salah satunya di industri perhotelan. Penelitian ini bertujuan untuk mengetahui bentuk perilaku masyarakat di Indonesia dalam mendukung green practice di hotel. Berdasarkan teori planned behavior akan diamati pengaruh dari eco friendly attitude, subjective norm, dan perceived behavior control terhadap behavioral intention. Penelitian dilakukan terhadap 205 orang responden. Data penelitian dikumpulkan dengan kuesioner dan diolah menggunakan metode SEM. Hasil yang diperoleh menunjukkan bahwa eco friendly attitude dan perceived behavior control berpengaruh signifikan positif terhadap behavioral intention, sedangkan subjective norm tidak berpengaruh signifikan.Kata kunci :green practices, eco friendly attitude, subjective norm, perceived behavior control, behavioral intentionABSTRACTThe attention for the application of green practices must be increased as a concern for the environment. Nowadays, green practices have already begun to be applied in business world, including hospitality industry. This study aims to determine comunity behavior in Indonesia in supporting green practices in hotels. Based on the theory of planned behavior, this research will observe the effect of eco friendly attitude, subjective norm, and perceived behavior control toward behavioral intention. The study was conducted on 205 respondents. The research data was collected by questionnaire and processed using SEM method. The results showed that the eco friendly attitude and perceived behavior control had a significant positive effect on behavioral intention, while the subjective norm had the subjective norm does not have a significant effect.Keywords : green practices, eco friendly attitude, subjective norm, perceived behavior control, behavioral intention
Kualitas Layanan Karyawan Hotel Berbintang Terhadap Kepuasan Wisatawan Penyandang Disabilitas di Indonesia Stella Agrippina; Monica Luizjaya; Monika Kristanti
Jurnal Hospitality dan Manajemen Jasa Vol 8, No 2 (2020): Jurnal Hospitality dan Manajemen Jasa
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Abstrak: Penelitian ini dilakukan untuk menganalisa kualitas layanan karyawan hotel berbintang terhadap kepuasan wisatawan penyandang disabilitas di Indonesia. Metode pengumpulan data dengan menyebarkan kuesioner sebanyak 100. Metode penelitian ini menggunakan PLS (Partial Least Square). Hasil penelitian ini menunjukkan jika kualitas layanan karyawan hotel berbintang dalam hal ini dimensi bukti fisik, keandalan, daya tanggap, jaminan, dan empati memiliki pengaruh yang positif dan signifikan terhadap kepuasan wisatawan penyandang disabilitas. Jaminan merupakan dimensi yang memiliki pengaruh paling dominan terhadap kepuasan wisatawan penyandang disabilitas.Kata Kunci: kualitas layanan, bukti fisik, keandalan, daya tanggap, jaminan, empati, kepuasan, wisatawan penyandang disabilitasAbstract: This study is accomplished to analyze the service quality of star rated hotel employees towards the satisfaction of tourist with disabilities in Indonesia. Methods of data collection by distributing questionnaires as many as 100. This research method uses PLS (Partial Least Square). The results of this study indicate if the quality of star rated hotel employee services in this case the dimensions of tangibles, reliability, responsiveness, assurance, and empathy have a positive and significant effect towards the satisfaction of tourists with disabilities. Assurance are the dimensions that have the most dominant influence on the satisfaction of tourists with disabilities.Keyword: service quality, tangibles, reliability, responsiveness, assurance, empathy, satisfaction, tourists with disabilities
HELOE DESSERT: REFORMULATION OF WATER DROPLET CAKE WITH ALOE VERA, LEMON, AND HONEY Aldian Nerryn Putri Sumardi
Jurnal Hospitality dan Manajemen Jasa Vol 8, No 1 (2020): Jurnal Hospitality dan Manajemen Jasa
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Abstrak: Pembukuan teoretis dan praktikal ini menggambarkan pengembangan produk makanan baru melalui kerangka teori Pengembangan Produk Baru (NPD) dengan target pasar Generasi X Eropa, terutama penduduk Swiss. Setelah penilaian menyeluruh terhadap pasar, produk yang dikonsep adalah makanan penutup sehat yang berasal dari camilan tradisional Jepang, Water Droplet Cake (Mizu shingen mochi). Untuk membantu dalam mencapai produksi versi produk yang siap dipasarkan, penelitian utama yang terperinci seperti diskusi grup terfokus dan kuesioner digunakan. Sementara itu, penelitian sekunder dalam bentuk kajian literatur juga dilakukan untuk mendukung penelitian utama. Melalui ini, model NPD yang diusulkan oleh penulis akan dieksplorasi ketika produk berevolusi, sehingga menghasilkan produk terkemuka dengan standarisasi resep yang terperinci.  Kata Kunci: Makanan Sehat, Pencuci Mulut Sehat, Detoksifikasi, Pengembangan Produk Baru, Generasi X, Pasar Eropa, Lemon, Madu, Aloe Vera. Abstract: This theoretical and practical assemblage illustrates the development of a new food product through the framework of New Product Development (NPD) theory. The target market is Generation X of Europe, mainly Switzerland residents. After thorough assessment of the market, the product conceptualized is a healthy dessert that is derived from a traditional Japanese street snack, Water Droplet Cake (Mizu shingen mochi), to fill the market gap. To assist in accomplishing the production of a market-ready version of the product, detailed primary research such as focus group and questionnaires were utilized, while secondary research in the shape of literatures study are also done to support the former. Through this, the NPD model proposed by the author will be explored as the product evolves, therefore resulting in an advanced product with detailed standard recipes.  Keywords: Healthy food, Healthy Dessert, Detoxification, New Product Development, Generation X, Europe Market, Lemon, Honey, Aloe Vera.

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