PENGARUH CUSTOMER EXPERIENCE TERHADAP REVISIT INTENTION DI SHERATON BANDUNG HOTEL & TOWERS SELAMA PANDEMI COVID-19

• Main Author: Gian Soleh Hudin, - (Author)
• Format: Book
• Published: 2021-09-20.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata
• Notes: http://repository.upi.edu/67276/1/S_MRL_1703798_Title.pdf; http://repository.upi.edu/67276/2/S_MRL_1703798_Chapter1.pdf; http://repository.upi.edu/67276/3/S_MRL_1703798_Chapter2.pdf; http://repository.upi.edu/67276/4/S_MRL_1703798_Chapter3.pdf; http://repository.upi.edu/67276/5/S_MRL_1703798_Chapter4.pdf; http://repository.upi.edu/67276/6/S_MRL_1703798_Chapter5.pdf; http://repository.upi.edu/67276/7/S_MRL_1703798_Appendix.pdf
• Keywords: HD28 Management. Industrial Management; L Education (General)

The purpose of this study is to analyze how much influence customer experience has on revisit intention. The research method uses a quantitative approach with survey techniques. Data was collected by distributing questionnaires to respondents with a total sample of 97 respondents. The data analysis technique used multiple linear regression analysis. The results showed that the guest experience from the physical environment and social interaction aspects was included in the good category, the percentage of physical environment was 50.12% and 49.88% social interaction. Revisit Intention which consists of two indicators, namely the desire to return to stay and the desire to recommend the hotel to friends, family, or relatives are also included in the high category with a percentage of 50.2% and 49.8%, respectively. The results showed that simultaneously customer experience had an effect on revisit intention with the acquisition of f count = 27.957 > f table = 3.090 and the value of customer experience's contribution to revisit intention in this study had a value of 85.4%. It can be concluded that there is an influence of customer experience on revisit intention at Sheraton Bandung Hotel & Towers. In improving a memorable customer experience, it is necessary to pay attention to facilities, and to improve services at Sheraton Bandung Hotel & Towers.