ANALISIS MANAJEMEN PENGALAMAN PELANGGAN BERBASIS BUDAYA LOKAL PADA HOTEL RESORT DI JAWA BARAT : Studi Pada Pengunjung Hotel Resort di Jawa Barat

• Main Author: Luturlean, Bachruddin Saleh (Author)
• Format: Book
• Published: 2017-08-14.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata
• Notes: http://repository.upi.edu/30995/1/D_IMN_1308213_Title.pdf; http://repository.upi.edu/30995/2/D_IMN_1308213_Abstract.pdf; http://repository.upi.edu/30995/3/D_IMN_1308213_Table_of_content.pdf; http://repository.upi.edu/30995/4/D_IMN_1308213_Chapter1.pdf; http://repository.upi.edu/30995/5/D_IMN_1308213_Chapter2.pdf; http://repository.upi.edu/30995/6/D_IMN_1308213_Chapter3.pdf; http://repository.upi.edu/30995/7/D_IMN_1308213_Chapter4.pdf; http://repository.upi.edu/30995/8/D_IMN_1308213_Chapter5.pdf; http://repository.upi.edu/30995/9/D_IMN_1308213_Bibliography.pdf; http://repository.upi.edu/30995/10/D_IMN_1308213_Appendix.pdf
• Keywords: HD28 Management. Industrial Management; L Education (General)

Tourism is one of the sectors that contribute in improving the country's economy, including Indonesia. The tourism sector is concerned with the hospitality industry, where the growth of the hospitality industry is inseparable from the development of the tourism sector, and vice versa. West Java is one area as tourist destinations that has a natural beauty and provide the hotel resort. The revisit intention to the tourism industry has been accepted as an important phenomenon in marketing management, it shows that customer experience management able to influence customer decision to return. In addition, customer value can be one of the important strategies owned by the hotel industry in order to be able to increase the customer satisfaction and revisit intention. This study aims to analyze the effect of customer experience management on the revisit intention by using mediator variables of customer value and customer satisfaction. The study used quantitative method. The study conducted in several resort hotels in West Java, the study population is resort hotel visitors. This study used probability sampling technique with cluster sampling method, a total of 490 hotels' customer participated as respondents of this study. The analysis technique used Sequential Equation Modeling (SEM), LISREL as tools of this research. The findings of this study indicate that customer experience management has an influence on customer value and customer satisfaction and able to impact on the revisit intention at resort hotels in West Java. The conclusions of the research results have implications for hotel service providers, particularly resort hotels and government, Keywords: Customer Experience Management, Customer Value, Customer Satisfaction, Resort Hotel, Revisit Intention, Tourism Industry, Pariwisata merupakan salah satu sektor yang berkontribusi meningkatkan perekonomian negara, termasuk Indonesia. Sektor pariwisata berkaitan dengan industri perhotelan, dimana pertumbuhan industri perhotelan tidak lepas dari perkembangan sektor pariwisata, dan sebaliknya. Jawa Barat merupakan salah satu wilayah sebagai destinasi wisata yang memiliki keindahan alam dan menyajikan fasilitas hotel resort. Intensi kunjungan ulang pada industri pariwisata telah diterima sebagai suatu fenomena penting dalam manajemen pemasaran, hal tersebut menunjukkan manajemen pengalaman pelanggan mampu mempengaruhi keputusan pelanggan untuk berkunjung kembali. Selain itu, nilai pelanggan dapat menjadi salah satu strategi industri hotel agar mampu meningkatkan kepuasan pelanggan dan intensi kunjungn ulang. Penelitian ini bertujuan menganalisis pengaruh manajemen pengalaman pelangganterhadapintensi kunjungan ulangdengan menggunakan variabel mediasinilai pelanggan, dankepuasan pelanggan. Penelitian ini menggunakan metode kuantitatif. Penelitian dilakukan di beberapa hotel resort di Jawa Barat, populasi penelitian ini adalah pengunjung hotel resort. Penelitian ini menggunakan teknik sampel probability dengan penarikan cluster sampling, sebanyak 490 pelanggan hotel berpartisipasi sebagai responden penelitian ini. Teknik analisis menggunakan Sequential Equation Modelling (SEM), dengan menggunakan LISREL. Hasil penelitian menunjukkan bahwa manajemen pengalaman pelangganberpengaruh terhadap nilai pelanggan dan kepuasan pelanggan serta mampu memberikan dampak terhadap intensi kunjungan ulang pada hotel resort di Jawa Barat. Kesimpulan hasil penelitian berimplikasi terhadap penyedia jasa hotel, khususnya hotel resort dan pemerintah, Kata Kunci: Manajemen Pengalaman Pelanggan, Nilai Pelanggan, Kepuasan Pelanggan, Hotel Resort, Intensi Kunjungan Ulang, Industri Pariwisata,