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Prodi Magister Pariwisata, Gedung Sekolah Pascasarjana, Universitas Pendidikan Indonesia, Jl Dr. Setiabudhi 229 Bandung, 40154
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Tourism & Hospitality Essentials Journal
Published by Universitas Pendidikan Indonesia
ISSN : 2460366X     EISSN : 25499920     DOI : -
Core Subject : Social,
Social Sciences
Arjuna Subject : Umum - Umum
Articles 7 Documents
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Search results for , issue "Vol 4, No 2 (2014)" : 7 Documents clear
PENGARUH CUSTOMER EXPERIENCE QUALITY TERHADAP SIKAP MELAKUKAN POSITIVE WORD OF MOUTH (Survei Dilakukan Terhadap Peserta Heritage City Tour CV. Bandung Trails) Rahman, Irfan Taufik; Gaffar, Vanessa; Yuniawati, Yeni
THE Journal : Tourism and Hospitality Essentials Journal Vol 4, No 2 (2014)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v4i2.1988

Abstract

Heritage city tour held by Bandung Trails is one form of existing heritage tourism promotion in Bandung. Relics of historic buildings in colonial times became the attraction offered in the heritage city tour. Enthusiasts of this heritage tourism is still very little. It is apparent from the number of participants who follow the heritage city tour. Therefore, Bandung Trails using strategies customer experience quality to provide a superior experience for each participant. The purpose of this research was to obtain the findings regarding the application of customer experience quality by Bandung Trails against participants of the heritage city tour, the attitude of the participants after following heritage city tour to do positive WOM and influence customer experience quality against the desire to make positive WOM after following heritage city tour. This type of research is descriptive and verifikatif by using cross sectional method. The respondents in this study of 100 respondents came from participants who had followed the heritage city tour by using the technique of sampling, random sampling. In this study, the independent variable are (X) the customer experience quality consisting of helpfulness, value for time, customer recognition, problem solving, personalization, accessibility and competence, while the dependent variable (Y) in this study are positive WOM. Technique of data analysis used path analysis (path analysis) using SPSS 20. The results of this research show that customer experience quality in categories is quite high. The Sub has the highest valuation of the variables is the promise the lowest variable fulfillment while the sub is the value for time. Variable positive WOM in this research is at a high enough categories with the same value on each indicator. In simultaneous trials, showed the existence of the correlation of customer experience quality and positive WOM. Meanwhile, in a partial test, there are two sub-variables of customer experience quality has no effect on positive WOM that is value for time and customer recognition. As for the suggestion to the Bandung Trails is to further enhance the implementation of the value for time and customer recognition so that the wishes of participants doing positive WOM is getting high.
ANALISIS PENGARUH CUSTOMER SERVICE EXPERIENCE TERHADAP BEHAVIOR INTENTIONS (Survei pada Wisatawan Sebagai Tamu Individu yang Menginap di Sheraton Mustika Yogyakarta Resort and Spa) Syahid, Kendid; Andari, Rini; Abdullah, Taufik
THE Journal : Tourism and Hospitality Essentials Journal Vol 4, No 2 (2014)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v4i2.1989

Abstract

Sheraton Mustika Yogyakarta Resort and Spa strive to provide good service to the‘’in touch’’ service oriented so that guests experience a memorable service. In order to get the guests who willing to stay longer, recommending and repurchasing, then Sheraton Mustika Yogyakarta conduct stratergi namely Star Customer Experience. The purpose of this research is to describe the customer service experience as the independent variable (X), describe of behavior intentions as the dependent variable (Y) and analyze the effect of customer service experience towards behavior intentions. The method used in this research is descriptive and verification due to this research is conducted less than one year so this research is a cross-sectional method. The sampling technique used is systematic random sampling with a sample of 100 first-timer guests. The data analysis technique used is multiple regression. The results showed that the highest score in customer service experience is the sub-variables for the assessment of empathy while the lowest is recognition. The highest valuation for the variables dimensions of behavior intentions is repurchasing intention while dimension of willingness to recommend is the lowest. Simultaneously customer service experience significantly influence on behavior intentions.
KINERJA TOUR LEADER DALAM MENINGKATKAN PERILAKU PASCA PEMBELIAN DI MASA YANG AKAN DATANG PAKET WISATA DI MARGA TOUR (Survei terhadap Wisatawan yang Menggunakan Paket Wisata Marga Tour Bandung) Triani, Anita Rahayu; Purnama, Ridwan; Setyorini, Heri Puspito Diyah
THE Journal : Tourism and Hospitality Essentials Journal Vol 4, No 2 (2014)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v4i2.1985

Abstract

Menanggapi perkembangan pariwisata Kota Bandung, usaha jasa pariwisata kian mengalami kemajuan seperti biro perjalanan wisata yang menawarkan jasa untuk pengaturan perjalanan wisata. Salah satu perusahaan dalam bidang biro perjalanan wisata yang sedang berkembang ialah Marga Tour. Dalam menunjang keberlangsungan kegiatan perjalanan wisata, setiap perusahaan biro perjalanan wisata membutuhkan peran seorang pemimpin tour atau tour leader. Tour leader merupakan seseorang yang berada dijajaran paling depan yang mewakili perusahaan dalam memimpin perjalanan dan memenuhi kebutuhan wisatawan selama kegiatan tour. Keahlian dan kecakapan seorang tour leader saat berinteraksi dengan para wisatawan atau konsumen yang menggunakan jasa tour disebut sebagai tour leader performance. Tour leader performance berasal dari Service Performance (SERVPERF). Dari hasil pra penelitian pada perilaku konsumen pasca pembelian (post purchase behavior) menunjukkan kecenderungan masih mudahnya konsumen berkeinginan untuk berganti produk (swicth). Oleh karena itu, penelitian ini bertujuan untuk memperoleh gambaran dan pengaruh mengenai tour leader performance (X) dan post purchase behavior (Y). Adapun populasi dalam penelitian ini adalah konsumen yang telah melakukan pembelian/menggunakan jasa perjalanan wisata di Marga Tour. Jenis penelitian yang digunakan adalah deskriptif verifikatif, dan metode yang digunakan adalah survei dengan teknik systematic random sampling, maka diperoleh jumlah sampel sebesar 100 responden. Teknik analisis data adalah path analyisis (analsis jalur).
ANALISIS FAKTOR-FAKTOR DOMINAN DALAM PEMBENTUKAN CREATIVE TOURISM DAN PENGARUHNYATERHADAP KEPUTUSAN BERKUNJUNG (Survei terhadap Wisatawan Mancanegara Asal Belanda, Jerman dan Perancis yang berkunjung ke D.I. Yogyakarta) Supriatna, Dendi; Wibowo, Lili Adi; Yuniawati, Yeni
THE Journal : Tourism and Hospitality Essentials Journal Vol 4, No 2 (2014)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v4i2.1990

Abstract

This research try to find factor to create creative tourism toward visiting decision, research try to find factors can develop european tourist visiting decision to Daerah Istimewa Yogyakarta. Creative tourism have seven variabels latent creative architecture, creative design, creative fashion, creative culinary, creative music, creative performing art, and creative fine art. Used 107 respondent included Netherland, France and Germany who collect from systematic random sampling (mobile sampling) and calculated by confirmaty factor analysis and Structural Equation Modeling, Researcher find 5 to create creative tourism factor: creative architecture, creative design, creative fashion, creative culinary, creative performing art,and the 5 factor of creative tourism can influence toward visiting decision are creative architecture, creative design, creative fashion, creative culinary have positive effec towards visiting decision.
UPAYA MENCIPTAKAN CUSTOMER DELIGHT MELALUI SERVICE EXCELLENCE HOTEL SANTIKA SILIGITA NUSA DUA BALI (Survei terhadap Tamu SIP Member yang Menginap di Hotel Santika Siligita Nusa Dua Bali) Sari, Norma Komala; Wibowo, Lili Adi; Ridwanudin, Oce
THE Journal : Tourism and Hospitality Essentials Journal Vol 4, No 2 (2014)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v4i2.1986

Abstract

The purpose of this research are to findings regarding the implementation of service excellence, customer delight, and effect of service excellence towards customer delight in Hotel Santika Siligita Nusa Dua Bali. Using 100 respondents from SIP member guests who stay in the Hotel Santika Siligita Nusa Dua Bali, who collect from systematic random sampling and calculated by simple linear regression. The results showed that the service excellence has a significant influence on customer delight in Hotel Santika Siligita Nusa Dua Bali.
PENGARUH PRODUCT BUNDLING DAN PRICE BUNDLING TERHADAP KEPUTUSAN MENGINAP DI D’BATOE BOUTIQUE HOTEL BANDUNG (Survei terhadap Tamu Individu yang Menginap di D’Batoe Boutique Hotel Bandung) Dwi MD, Vitri; Gaffar, Vanessa; Novalita, Dewi Pancawati
THE Journal : Tourism and Hospitality Essentials Journal Vol 4, No 2 (2014)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v4i2.1991

Abstract

Decrease of D’Batoe Boutique Hotel’s room occupancy that continue happen from 2011 until 2013 makes hotel management find ways to increase room occupancy’s back, one of them is by increasing the decision to stay. One way that is used is performing product bundling and price bundling. The purpose of this research was to obtain discovery regarding product bundling, price bundling, the decision to stay as well as the effect of product bundling and price bundling to the decision to stay. The research used is descriptive verification, the sampling technique is cluster random sampling, as well as the number of samples 102 individual guests who stayed at D'Batoe Boutique Hotel. Techniques of data analysis and hypothesis testing used is multiple regression. The results showed that the product bundling, price bundling and the decision to stay has a high enough response. The most influential factors is the suitability of the price bundling package and bonuses offered. The weakest factor is the suitability of the price package offered by D'Batoe Boutique Hotel as a 3 star boutique hotel. Suggested to the hotel is to maintain and / or improve the product bundling strategy and price bundling with more attention and improve indikator that are still considered low by guests.
SUSTAINABLE TOURISM DI PANTAI KUTA BALI DALAM PERSEPSI WISATAWAN (Survei terhadap Wisatawan Mancanegara {Australia, Cina dan Jepang} yang berkunjung Pantai Kuta Bali) Aldira, Chaerul; Wibowo, Lili Adi; Yuniawati, Yeni
THE Journal : Tourism and Hospitality Essentials Journal Vol 4, No 2 (2014)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v4i2.1987

Abstract

This research aimed to analyze the effort to create sustainable tourism towards tourist motivation and behavior in Kuta Beach Bali. Sustainable tourism consists of environmental dimensions, economic dimensions, socio-cultural dimensions, and level of tourist satisfaction. This research employed descriptive method and explanatory survey with size of 103 samples of tourist from Australia, China, and Japan who have visited Kuta Beach Bali. The data were collect through interviews, observations, questionnaires, and documentation. It utilized data analysis technique of SEM (Structural Equation Model) Analysis. The result of the study showed that the variables of tourist motivation present significant influence towards tourist behavior in Kuta Beach Bali, and tourist behavior is influencing significantly towards creating sustainable tourism in Kuta Beach Bali.

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