HOSPITALITY SERVICESCAPE TERHADAP BEHAVIORAL INTENTIONS MELALUI CUSTOMER SATISFACTION : Survei terhadap Tamu Individu yang Sudah Menginap di Harris Hotel & Conventions Ciumbuleuit Bandung - Winda Fuji Anggina, - (2019)
Winda Fuji Anggina, 1500174, "Hospitality Servicescape terhadap Behavioral Intentions melalui Customer Satisfaction" dibawah bimbingan Dr. Vanessa Gaffar, SE.Ak, MBA. dan Gitasiswhara, SE.Par, MM Penelitian ini bertujuan untuk mengetahui hospitality servicescape terhadap behavioral intentions melalui customer satisfaction di Harris Hotel & Conventions Ciumbuleuit Bandung. Metode penelitian yang digunakan dalam penelitian ini yaitu deskriptif dan verifikatif. Teknik pengumpulan data yang digunakan adalah menyebarkan kuesioner. Adapun populasi dalam penelitian ini adalah tamu individu yang sudah menginap di Harris Hotel & Conventions Ciumbuleuit Bandung. Teknik pegambilan sampel menggunakan systematic random sampling dan diperoleh sebanyak 300 responden. Teknik analisis statistik yang digunakan yaitu analisis jalur (Path Analysis) dengan menggunakan aplikasi SPSSStatistic 23 for Windows. Hasil pengujian yang telah dilakukan memperoleh bahwa terdapat gambaran hospitality servicescape dan behavioral intentions dalam penelitian ini. Secara simultan hospitality servicecape berpengaruh signifikan terhadap behavioral intentions melalui customer satisfaction. Secara parsial, kedua dimensi hospitality servicescape, yaitu substantive servicescape dan communicative servicescape berpengaruh signifikan terhadap behavioral intention melalui customer satisfaction. Winda Fuji Anggina, 1500174, "Hospitality Servicescape on Behavioral Intentions through Customer Satisfaction" under the guidance of Dr. Vanessa Gaffar, SE.Ak, MBA. and Gitasiswhara, SE.Par, MM This study aims to determine the hospitality servicescape of behavioral intentions through customer satisfaction at Harris Hotel & Conventions Ciumbuleuit Bandung. The research method used in this research is descriptive and verificative. Data collection techniques used were distributing questionnaires. The population in this study are individual guests who have stayed at Harris Hotel & Conventions Ciumbuleuit Bandung. Sampling technique using systematic random sampling and obtained as many as 300 respondents. The statistical analysis technique used is path analysis using the SPSS Statistics 23 for Windows application. The results of tests that have been carried out obtained that there is a image of hospitality servicescape and behavioral intentions in this study. Simultaneously hospitality servicescape significantly effected behavioral intentions through customer satisfaction. Partially, the two dimensions of hospitality servicescape, namely substantive servicescape and communicative servicescape significantly influence behavioral intention through customer satisfaction. Keywords: hospitality servicescape, customer satisfaction, behavioral intentions, Harris Hotel & Conventions Ciumbuleuit Bandung