PENGARUH CUSTOMER EXPERIENCE TERHADAP CORPORATE REPUTATION THE LUXTON HOTEL BANDUNG : Survei pada Tamu Individu yang menginap di The Luxton Hotel Bandung

• Main Author: Nugraha, Arie Budhi (Author)
• Format: Book
• Published: 2014-10-31.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata
• Notes: http://repository.upi.edu/16460/2/S_MPP_1002169_Title.pdf; http://repository.upi.edu/16460/3/S_MPP_1002169_Abstract.pdf; http://repository.upi.edu/16460/2/S_MPP_1002169_Table_of_Content.pdf; http://repository.upi.edu/16460/1/S_MPP_1002169_Chapter1.pdf; http://repository.upi.edu/16460/2/S_MPP_1002169_Chapter2.pdf; http://repository.upi.edu/16460/3/S_MPP_1002169_Chapter3.pdf; http://repository.upi.edu/16460/4/S_MPP_1002169_Chapter4.pdf; http://repository.upi.edu/16460/3/S_MPP_1002169_Chapter5.pdf; http://repository.upi.edu/16460/1/S_MPP_1002169_Bibliography.pdf; http://repository.upi.edu/16460/2/S_MPP_1002169_Appendix.pdf
• Keywords: GV Recreation Leisure; H Social Sciences (General)

ABSTRAK Arie Budhi Nugraha, 1002169, Pengaruh Customer Experience Terhadap Corporate Reputation The Luxton Hotel Bandung (Survei pada Tamu Individu yang Menginap di The Luxton Hotel Bandung). Dibawah bimbingan Prof. Dr. H. Eeng Ahman, MSi dan Dewi Pancawati Novalita, S.Pd.,MM. Industri pariwisata merupakan industri yang paling diunggulkan di beberapa Negara di dunia. Salah satu bagian dari industry tersebut adalah Hotel. Hotel merupakan sarana akomodasi yang harus mampu mengakomodir semua keinginan tamu selama menginap. Persaingan usaha akomodasi hotel sangat tinggi seiring tumbuhnya hotel baru di Provinsi Jawa Barat salah satunya di Kota Bandung yaitu The Luxton Hotel Bandung. Rendahnya corporate reputation yang dimiliki The Luxton Hotel Bandung dikalangan wisatawan menjadi salah satu permasalahan yang dihadapi. Agar dapat memperbaiki reputasi di kalangan wisatawan yaitu salah satunya dengan lebih melihat dari sisi customer experience yaitu pergeseran system pemasaran tradisional yang berfokus kepada fungsi dan keuntungan sebuah produk melainkan lebih dari itu bagaimana pengalaman pelanggan itu dapat bersifat jangka panjang atau berkelanjutan. Tujuan dalam penelitian ini untuk mencari hasil temuan pengaruh customer experience terhadap corporate reputation The Luxton Hotel Bandung. Dalam penelitian ini, variabel bebas (X) yang digunakan yaitu customer experience yang terdiri dari sensory experience, affective experience, cognitive experience, behavioral experience, dan relational experience dan variabel terikat (Y) yaitu corporate reputation. Jenis penelitian yang digunakan adalah deskriptif verifikatif, dan metode yang digunakan adalah survei dengan teknik proportionate stratified random sampling, maka diperoleh jumlah sampel sebanyak 165 tamu individu. Teknik analisis data dan uji hipotesis yang digunakan adalah path analysis (analisis jalur). Hasil penelitian menunjukan bahwa variabel customer experience memberikan pengaruh yang signifikan terhadap corporate reputation The Luxton Hotel Bandung. The tourism industry is an industry that is most favored in some countries in the world. One part of it is the hotel industry. Hotels are accommodation facilities that desire to be able to accommodate all guests during the stay. Hotel accommodation business competition is very high as the growth of new hotels in the province of West Java in Bandung one of them is The Luxton Hotel Bandung. Low-owned corporate reputation The Luxton Hotel Bandung among travelers to be one of the problems faced. In order to improve the reputation among tourists is one of them with more seen from the side of the customer experience a shift in traditional marketing system that focuses on the functions and advantages of a product but more than that how the customer experience can be long term or sustainable. The purpose of this research to seek the findings influence the customer experience to corporate reputation The Luxton Hotel Bandung. In this study, the independent variable (X) that is used is the customer experience that consists of a sensory experience, affective experience, experience cognitive, behavioral experience, and relational experience and the dependent variable (Y) is the corporate reputation. The research used is descriptive verification, and the method used was a survey with proportionate stratified random sampling technique, then obtained a total sample of 165 individuals. Techniques of data analysis and hypothesis testing is used path analysis (path analysis). The results showed that the customer experience variables have a significant influence on corporate reputation The Luxton Hotel Bandung.