Kurniawan, PutuHari (2010) Pengaruh Persepsi Nilai, Persepsi Kewajaran terhadap Kepuasan dan Loyalitas (Studi pada Tamu Hotel di Wilayah Ubud, Bali). Magister thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengkaji perbedaan antara budaya individualis (Australia) dan Kolektif (Jepang) yang mempengaruhi reaksi psikis tamu terhadap layanan hotel di Ubud, Bali. Hal ini dihubungkan dengan persepsi nilai, persepsi kewajaran, kepuasan dan loyalitas tamu. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh langsung persepsi nilai terhadap loyalitas tamu, persepsi nilai terhadap kepuasan, persepsi Kewajaran terhadap Kepuasan, persepsi kewajaran terhadap loyalitas tamu, kepuasan terhadap loyalitas tamu, persepsi nilai terhadap loyalitas Tamu melalui Kepuasan, persepsi kewajaran terhadap loyalitas tamu melalui kepuasan. Hipotesis yang diajukan dan diuji dalam penelitian ini adalah (1) semakin tinggi persepsi nilai semakin tinggi loyalitas tamu.(2) semakin tinggi persepsi nilai semakin tinggi pula Kepuasan, (3) semakin tinggi persepsi kewajaran semakin tinggi kepuasan, (4) semakin tinggi persepsi kewajaran semakin tinggi pula loyalitas tamu (5) semakin tinggi Kepuasan semakin tinggi pula loyalitas tamu, (6) semakin tinggi persepsi nilai semakin tinggi loyalitas tamu yang dimediasi kepuasan, (7) semakin tinggi persepsi kewajaran semakin tinggi pula loyalitas tamu dimediasi oleh kepuasan. Pengujian hipotesis dilakukan dengan menggunakan analisis Jalur ( Path analysis ). Hasil penelitian ini menunjukkan bahwa persepsi nilai signifikan terhadap loyalitas tamu, persepsi nilai signifikan terhadap kepuasan, persepsi kewajaran signifikan terhadap kepuasan, persepsi kewajaran tidak signifikan terhadap loyalitas tamu. Selanjutnya persepsi nilai signifikan terhadap Loyalitas Tamu dimediasi kepuasan, persepsi kewajaran signifikan terhadap loyalitas dimediasi kepuasan.
English Abstract
This study examined role of different culture among individualism (Australia) and collective (Japan) influencing customer reaction in relationship with perceived value, perceived fairness, satisfaction and guest loyalty in hotel at Ubud region. purpose of research is an analyze direct effect influence of perceived value to guest loyalty, perceived value to satisfaction, perceived fairness to satisfaction, Perceived Fairness to Guest Loyalty, Satisfaction to Guest Loyalty, indirect effect infuence of Perceived Value to Guest Loyalty through Satisfaction. And indirect effect influence of Perceived Fairness to Guest Loyalty though satisfaction. Research tested hypo se were: (1) perceived value has significant effect on guest loyalty, (2) perceived value has significant effect on satisfaction, (3) perceived fairness has significant effect on satisfaction (4) perceived fairness has significant effect on guest loyalty, (5) satisfaction has significant effect on guest loyalty, (6) perceived value has indirect effect to guest loyalty through satisfaction (7) perceived fairness has significant effect on guest loyalty through satisfaction. Path analysis were analized in this study. result of this study indicate that perceived value, perceived fairness, satisfaction and guest loyalty. Fur rmore, perceived value has an direct effect significant to guest loyalty, perceived value has an direct effect significant to guest loyalty, perceived value has an direct effect significant to satisfaction, perceived fairness has an direct effect significant to satisfaction, perceived fairness has a direct effect not significant to guest loyalty, perceived value has a indirect effect significant on guest loyalty. perceived value has a indirect effect significant on guest loyalty.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/658.8/KUR/p/041102348 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing |
| Divisions: | S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Endro Setyobudi |
| Date Deposited: | 28 Sep 2011 10:03 |
| Last Modified: | 28 Sep 2011 10:03 |
| URI: | http://repository.ub.ac.id/id/eprint/159833 |
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