Gunawan, Septi Aulia (2018) Pengaruh Servicescape Terhadap Revisit Intention Melalui Perceived Service Quality Di Ubud Hotel & Cottage Kota Malang (Studi Pada Mahasiswa Universitas Brawijaya Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk menganalisis servicescape pada Ubud Hotel & Cottage Kota Malang yang berpengaruh terhadap revisit intention konsumen yang dihasilkan serta dinilai berdasarkan perceived service quality konsumen di Ubud Hotel & Cottage Kota Malang. Indikator dalam mengukur servicescape (facility aesthetics, layout, electric equipment, ambient condition, employee factor) dan indikator revisit intention (keinginan kembali, keinginan untuk mengajak, pilihan pertama) serta dimensi dari perceived service quality (kualitas baik, kualitas sesuai seharusnya, kualitas sesuai harapan) diolah dengan Inner model dan Outer model melalui analisis Partial Least Square (PLS) . Penelitian ini menggunakan metode deskriptif kuantitatif. Metode pengumpulan data yang dilakukan dalam penelitian ini adalah survei literatur dan kuesioner. Hasil dari analisis diketahui bahwa variabel servicescape berpengaruh langsung dan signifikan terhadap perceived service quality, variabel servicescape berpengaruh positif dan signifikan terhadap revisit intention dan variabel perceived service quality berpengaruh positif dan signifikan terhadap variabel revisit intention. Maka dari itu, diharapkan pihak Ubud Hotel & Cottage Kota Malang dapat mempertahankan serta meningkatkan pelayanan terhadap servicescape, karena variabel servicescape mempunyai pengaruh yang signifikan terhadap perceived service quality dan revisit intention, di antaranya yaitu dengan mempertahankan keunikan dan menjaga aset yang ada dengan optimal sehingga revisit intention akan meningkat
English Abstract
This research aims to analyze the servicescape at Ubud Hotel & Cottage Malang that is influential to costumer’ revisit intention, produced and assessed based on customers’ perceived service quality in Ubud Hotel & Cottage Malang. Indicators used to measure the servicescape (aesthetics facilities, layout, electric equipment, ambient conditions, employee factors) and indicators of revisit intention (the desire to return, the desire to invite, the first choice) and dimensions of perceived service quality (good quality, appropriate quality, according to expectations quality) are processed with Inner model and Outer model through Partial Least Square (PLS). This research uses quantitative descriptive method. The method of data collection conducted in this study through literature survey and questionnaires. The result of the analysis shows that the servicescape variable has a direct and significant effect on perceived service quality, servicescape variable has positive and significant effect on revisit intention and perceived service quality variable has positive and significant effect on variable revisit intention. Therefore, it is expected that Ubud Hotel & Cottage Malang can maintain and improve services to servicescape, as servicescape variable has a significant influence on perceived service quality and revisit intention,for instance by maintaining the uniqueness and existing assets optimally which can result to the enchancement of revisit intention
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2018/229/051805095 |
| Uncontrolled Keywords: | Ubud Hotel & Cottage, servicescape,revisit intention, perceived service quality, Partial Least Square (PLS), Ubud Hotel & Cottage, servicescape,revisit intention, perceived service quality, Partial Least Square (PLS) . |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research > 658.834 Consumer research > 658.834 2 Consumer behavior |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 09 Jul 2019 07:50 |
| Last Modified: | 20 Oct 2021 03:53 |
| URI: | http://repository.ub.ac.id/id/eprint/164108 |
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