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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 6, No 2 (2016)" : 7 Documents clear
UPAYA MENINGKATKAN KEPUASAN TAMU MELALUI SERVICE ENCOUNTER QUALITY DI KOTA BUKIT INDAH PLAZA HOTEL PURWAKARTA Pratiwi, Yuri Puspita; Purnama, Ridwan; Novelita, Dewi Pancawati
THE Journal : Tourism and Hospitality Essentials Journal Vol 6, No 2 (2016)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v6i2.5514

Abstract

The Hotel is one form of accommodation that supports the tourism activity. Kota Bukit Indah Plaza Hotel a four-star hotel in Purwakarta regency has a decrease at the level of customer satisfaction. To increase the customer satisfaction, Kota Bukit Indah Plaza Hotel implementation the service encounter quality is a focus of the performance of the employees by providing the best quality of service delivery currently underway, in the event of contact between employees and individual guest are referred to as the service encounters quality. The purpose of this study was to determine service encounter quality at Kota Bukit Indah Plaza Hotel, the satisfaction of guest who stayed at Kota Bukit Indah Plaza Hotel, and the effect's service encounter quality of the guest satisfaction. In this study, the independent variable (X) was the service encounter quality that consisted of professionalism, civility, friendliness, and competence, and the dependent variable (Y) was individual guest satisfaction. This type of research was a descriptive and verification. The systematic random sampling technique was used to distribute 100 questionnaires for the respondents. The data were analyzed by using path analysis method. The results showed that the variables of service encounter quality had a significant influence on the individual guest satisfaction.
PENGARUH EDUCATIONAL TOURISM EXPERIENCE TERHADAP KEPUASAN WISATAWAN DI KAMPUNG BATU MALAKASARI Hasdian, Adi; Setiyorini, Heri Puspito Diyah
THE Journal : Tourism and Hospitality Essentials Journal Vol 6, No 2 (2016)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v6i2.5519

Abstract

Kampung Batu Malakasari is one of the main tourist destinations located in Bandung. The destination has interesting attractions and activities, where tourists not only traveled for leisure, but get educational value as well. There are also educational tour packages for tourists groups; especially schools that want to get learning experience. In 2014, the number of group of tourists who visited Kampung Batu Malakasari decreased by 10.83%. Moreover, based on the pre-research on 30 respondents who was conducted in 2015, it was found that tourist satisfaction was low, particularly the satisfaction at the educational experience. The guest comments that were compiled by the management have also shown the similar result. In fact, the management already had a great effort in conducting activities in delivering a good educational experience. Hence, it is important to carry out research to discover the influence of the education experience for the tourist's satisfaction at Kampung Batu Malakasari. The independent variable in this research was educational tourism experience (X) that consisted of attractions and events, resource specialists, affinity travel planner's tour and receptive operators. The dependent variable was the tourists’ satisfaction (Y), which was the ratio of the value perceived with the value expected. The approach used for this research was a quantitative method by conducting the explanatory survey. The sample used for this research was 100 respondents with the simple random sampling technique. The data analysis and hypothesis testing used for this research is multiple-linear regression analysis. The results showed that the perceived education experience score was 74.06%, while the expected educational experience score is 75.07%. This score indicated that the response of the tourists’ group to educational experience was at the “good” category. Likewise, the tourist's response group to tourist satisfaction had 99% as the score, where it was categorized as an "excellent," which means that the group was very satisfied. Based on the statistical results, simultaneously, the educational tourism experience effect gave 41.5% contribution to the tourists’ satisfaction. Partially, only two dimensions had a significant effect to tourist satisfaction, namely attractions and events; and resource specialists.
ANALISIS FAKTOR ELEKTRONIK WORD OF MOUTH (EWOM) DALAM MEMPENGARUHI KEPUTUSAN BERKUNJUNG WISATAWAN Humaira, Aulian; Wibowo, Lili Adi
THE Journal : Tourism and Hospitality Essentials Journal Vol 6, No 2 (2016)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v6i2.5515

Abstract

It has been acknowledged that tourism is a dynamic sector which is staying at a big competition globally. More countries around the world are competing to develop the tourism potential to be well-known. Asian Pasific region has high commitment to win the global tourism competition, proved by the average calculation of tourist visits, which is dominated by Asian Pasific than other regions. Malaysia is the only country in South East Asian which counted in The World’s Top Destination. It has many tourism destinations. One of them is Langkawi Island that is a well-known and popular tourism destination which successfully achieved a lot of awards. The visit growth in Langkawi Island has instability, and the most decreasing growth appeared in 2007 to 2009 amount of 1, 3% and followed by 2, 5% from 2009 to 2010. The decrease was caused by the lower visit intention of tourist or to be called as future behavioral intention. Visit decision is motivated by push and pull factors, which come from the internal of tourist as well as the external factors of tourism destination. The strategy by Langkawi Island authority to increase the visit decision is by implementing electronic word of mouth (EWOM) which shared through social media. EWOM consists of tie strength, homophile, trust, normative influence and informative influence. This research used descriptive and verified method. The respondents are tourists of Langkawi Island with the number of sample 100 tourists. This research is using Partial Least Square (PLS) analyzing technique. Independent variable is electronic word of mouth with its dimensions are tie strength (X1), homophile (X2), trust (X3), normative influence (X4), and informative influence (X5). Furthermore, the tourist visit decision is the dependent variable (Y). The result shows that EWOM factors are placed in high category whereas it has a weak positive impact upon the tourist's visit decision in Langkawi Island, Malaysia. PLS result shows that the dominant factors of EWOM are homophile and normative influence. Meanwhile, the impact of EWOM to the tourist visit decision is 0,284 and the residue by other factors, which is not studied for this research.
PENGARUH SERVICESCAPE TERHADAP BEHAVIORAL INTENTION DI KAFE KUPU-KUPU (Survei Terhadap Tamu Yang Melakukan Pembelian di Kafe Kupu-Kupu) Statifiansyah, Friga; Siswhara, Gita
THE Journal : Tourism and Hospitality Essentials Journal Vol 6, No 2 (2016)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v6i2.5516

Abstract

This aims to find the influence of service scape to the behavioral intention for visitors at the restaurant. Many researchers have already discovered that people dine in the restaurant, not just because of the food taste, but also the ambience or physical attributes. Many restaurants have attempted to design its service scape to create a competitive advantage for surpassing the competitors. The variables studied in this research are service scape, as the independent variable, and the behavioral intention as the dependent one. The dimension of service scape consists of the ambient conditions, spatial layout, sign and symbols. Whereas, the dimension of behavioral intention consists of repurchase intention and the tendency of spreading the word-of-mouth about the restaurant. The instrument of this research was questionnaires that are distributed to 100 respondents. The multiple regression's statistical tool was used for analyzing the data and assisted by SPSS 18. The result indicated that the sign and symbol had the highest impact to the behavioral intention.
PENGARUH ATMOSPHERIC EXPERIENCES TERHADAP LOYALITAS PELANGGAN DI THE RESTAURANT PADMA HOTEL BANDUNG Soniawati, Nita; Abdullah, Taufik
THE Journal : Tourism and Hospitality Essentials Journal Vol 6, No 2 (2016)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v6i2.5517

Abstract

The tourism and hospitality industry is growing rapidly. This notion has led to a tight competition among the industry. To survive the competition, many industries have tried hard to keep the customers' loyalty because acquiring the new customer is even harder than maintaining the loyal customers. Padma Hotel Bandung has operated a restaurant. However, the data showed that there was a 6.1% decrease on the number of tourist who dined in there. This study aims to examine the influence of atmospheric experiences of the customer loyalty. The sample size was 100 respondents who were the members of Padma Privilege Dining Club. The data were analyzed by multiple linear regression techniques. The independent variable of this research was the atmospheric experience of the restaurant that consisted of ambience, interaction, and design as the dimensions. Furthermore, the dependent variable of this research was the customer loyalty. The result showed that the interaction as the atmospheric experience variable got the highest rating score. However, the ambience dimension was at the lowest position. Finally, it was concluded that the atmospheric experience had a positive influence to the customer loyalty.
PENGARUH CUSTOMER EXPERIENCE TERHADAP BEHAVIORAL INTENTION WISATAWAN DI SAUNG ANGKLUNG UDJO (Survey Terhadap Wisatawan Nusantara yang Berkunjung ke Saung Angklung Udjo) Rahmi, Mildayani; Andari, Rini; Yuniawati, Yeni
THE Journal : Tourism and Hospitality Essentials Journal Vol 6, No 2 (2016)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v6i2.5513

Abstract

Saung Angklung Udjo is one of the tourist destinations in Bandung city, which has a complete cultural workshop contains performances, handicraft centers of bamboo and bamboo musical instrument workshop. Tourist of Saung Angklung Udjo comes from outside West Java even abroad. The researcher did a pre-research to Indonesian tourists on their behavioral intention at Saung Angklung Udjo. The result indicated that there was low intention to visit the destination. Saung Angklung Udjo provides a different experience to tourists, which implementing a customer experience strategy that consists of the physical environment and social interaction. The purpose of this study was to obtain findings on customer experience as the independent variable which consists of the physical environment and the social interaction. Moreover, the behavioral intention as a dependent variable which consists of repurchase intention, premium price and word of mouth were studied. The type of research was a descriptive and verification, using a questionnaire as the instrument that distributed to 100 respondents through systematic random sampling technique. The data were analysed using a multiple regression techniques. The results indicated that there was a partial and simultaneous influence of customer experience for the tourist behavioral intention. The physical environment resembled in the musical instrument was perceived as a high value by the respondents. The hospitality of the employee as the social interaction dimension has also perceived well by the respondents.
PENGARUH PERSONAL SELLING TERHADAP KEPUTUSAN BERKUNJUNG DI JENDELA ALAM Prasetyo, Adhitya Aji; Ridwanudin, Oce
THE Journal : Tourism and Hospitality Essentials Journal Vol 6, No 2 (2016)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v6i2.5518

Abstract

One of the areas in Indonesia which has many tourism potentials is West Java. It has so attracted many touristsfor its beauty in natural and cultural resources. Bandung is the capital of West Java. It has so many tourists'attractions. One of the tourist’s attractions is “Jendela Alam," the educational tourism destination thatcombines the idea of farm tourism activities and recreation park. Most of the visitors are students or schoolsthat want to study about farming activities. However, there are many competitors that offered the sameproducts and services right now, so the management has a big effort to anticipate the competitive situation.One of the efforts is by developing the personal selling activities to encourage schools for visiting the place.Thus, this research studied the personal selling as the independent variable that consists of some sub variables,namely, building relationship, closing the deal, and building loyalty. Furthermore, the dependent variable isthe visiting decision. The method of the research is descriptive and verification research. The researchinstrument is the questionnaires that are distributed to 100 respondents. The data were analysed multipleregressions statistical analysis. The result shows that there was a significant influence between the personalselling activities of the visit decision to this tourists' attraction.

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