Masitoh, Amalia Dewi (2018) Pengaruh Transaction-Specific Satisfaction terhadap Customer Loyalty dan Customer Satisfaction Sebagai Mediasi (Studi pada Pohon Inn Kota Wisata Batu). Sarjana thesis, Universitas Brawijaya.
Abstract
Hotel dan resort terpadu menyediakan layanan yang berbeda dengan hotel dan resort pada umumnya. Wisatawan yang menginap di hotel dan resort terpadu akan mengalami berbagai macam layanan transaksional. Seperti adanya layanan theme park, hotel, restaurant dan shopping mall. Penelitian ini bertujuan untuk mengetahui pengaruh dari setiap layanan transaksional (transaction specific satisfaction) pada loyalitas konsumen (customer loyalty) yang dimediasi oleh kepuasan konsumen (customer satisfaction). Jenis penelitian ini adalah explanatory research. Alat analisis yang digunakan dalam penelitian ini dengan menggunakan Partial Least Square Analysis dengan instrumen penelitian meliputi uji outer model, uji inner model dan uji hipotesis, untutk menganalisis data yang telah dikumpulkan dari 130 wisatawan yang menjadi pengambil keputusan dalam berkunjung ke Pohon Inn, Kota Batu dan telah menikmati dan menggunakan seluruh fasilitas yang ada di Pohon Inn. Hasil yang didapatkan dari penelitian ini adalah Transaction Specific Satisfaction memiliki pengaruh positif dan signifikan terhadap customer satisfaction pada hotel terpadu Pohon Inn, Kota Batu, Customer Satisfaction memiliki pengaruh positif dan signifikan terhadap Customer Loyalty pada hotel terpadu Pohon Inn, Kota Batu dan Transaction specific satisfaction memiliki pengaruh positif dan signifikan terhadap customer loyalty pada hotel terpadu Pohon Inn, Kota Batu. Pengaruh tidak langsung, Transaction specific satisfaction secara tidak langsung memiliki pengaruh signifikan terhadap customer loyalty melalui customer satisfaction pada hotel terpadu Pohon Inn, Kota Batu.
English Abstract
Integrated hotels and resorts provide different services from hotels and resorts in general. Tourists staying at integrated hotels and resorts will experience various kinds of transactional services. Like the theme park, hotel, restaurant, and shopping mall services. This study aims to determine the effect of each transaction-specific satisfaction service on customer loyalty that is mediated by customer satisfaction. This type of research is explanatory research. The analytical tool used in this study using Partial Least Square Analysis with research instruments includes the test of the outer model, the inner model test and hypothesis testing, to analyze the data collected from 130 tourists who are decision-makers in visiting the Pohon Inn, Kota Batu and have enjoyed and used all the facilities in the Pohon Inn. The results obtained from this study is Transaction Specific Satisfaction has a positive and significant effect on customer satisfaction in the Integrated Pohon Inn Hotel, Kota Batu, Customer Satisfaction has a positive and significant influence on Customer Loyalty in the integrated hotel Pohon Inn, Kota Batu and Transaction specific satisfaction has a positive and significant influence on customer loyalty at the Integrated Pohon Inn Hotel, Batu City. Indirect influence, Transaction specific satisfaction indirectly has a significant influence on customer loyalty through customer satisfaction at the Integrated Pohon Botel, Batu City
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2018/600/051810981 |
| Uncontrolled Keywords: | Transaction Specific Satisfaction, Customer Loyalty, Customer Satisfaction, Hotel dan Resort terpadu, Transaction Specific Satisfaction, Customer Loyalty, Customer Satisfaction, Integrated Hotels and Resorts |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 03 Jul 2019 02:07 |
| Last Modified: | 20 Oct 2021 08:44 |
| URI: | http://repository.ub.ac.id/id/eprint/164383 |
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