S MPP 0807181 Table of content
DAFTAR ISI
Halaman
ABSTRAK .......................................................................................................... i
ABSTRACT ......................................................................................................... ii
KATA PENGANTAR ........................................................................................ iii
UCAPAN TERIMA KASIH ............................................................................. iv
DAFTAR ISI ....................................................................................................... vii
DAFTAR TABEL .............................................................................................. xi
DAFTAR GAMBAR .......................................................................................... xiii
BAB 1 PENDAHULUAN
1.1 Latar Belakang Penelitian .......................................................................... 1
1.2 RumusanMasalah ..................................................................................... 12
1.3 Tujuan Penelitian ..................................................................................... 12
1.4 Kegunaan Penelitian ................................................................................ 12
BAB II KAJIAN PUSTAKA, KERANGKA PEMIKIRAN DAN HIPOTESIS
2.1 Kajian Pustaka ......................................................................................... 13
2.1.1 Konsep Pariwisata................................................................................. 13
2.1.1.1 Hotel Bagian dari Industri Pariwisata ........................................... 13
2.1.1.2 Electronic Word Of Mouth bagian dari Marketing
Communication Mix ..................................................................... 17
2.1.1.3 Definisi Electronic Word Of Mouth .............................................. 23
2.1.1.4 Word of Mouth menjadi Electronic Word of Mouth ..................... 25
2.1.1.5 Strategi Electronic Word Of Mouth .............................................. 26
2.1.1.6 Alat-alati Electronic Word Of Mouth ............................................ 27
2.1.1.7 Dimensi Electronic Word Of Mouth ............................................. 29
2.1.2 Keputusan Menginap .............................................................................30
2.1.2.1 Keputusan Menginap bagian dari Perilaku Konsumen ................. 30
2.1.2.2 Tipe-tipe Perilaku Menginap ........................................................ 33
2.1.2.3 Konsep Keputusan Menginap ....................................................... 35
2.1.2.4 Dimensi Keputusan Menginap ...................................................... 39
Dewi Lestari Andarwulan, 2015
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN MENGINAP DI HOTEL IBIS
JAKARTA TAMARIN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
2.1.3 Pengaruh Electronic Word Of Mouth Terhadap Keputusan Menginap .40
2.1.4 Orisinalitas Penelitian ........................................................................... 41
2.2 Kerangka Pemikiran ................................................................................. 43
2.3 Hipotesis .................................................................................................. 48
BAB III OBJEK DAN METODE PENELITIAN
3.1 Objek Penelitian ....................................................................................... 49
3.2 Metode Penelitian .................................................................................... 49
3.2.1 Jenis Penelitian dan Metode yang digunakan ....................................... 49
3.2.2 Operasionalisasi Variabel ..................................................................... 50
3.2.3 Jenis dan Sumber Data .......................................................................... 55
3.2.4 Populasi, Sampel, dan Teknik Sampling .............................................. 56
3.2.4.1 Populasi ...................................................................................... 56
3.2.4.2 Sampel ........................................................................................ 56
3.2.4.3 Teknik Sampling ........................................................................ 57
3.2.5 Teknik Pengumpulan Data.................................................................... 58
3.2.6 Hasil Pengujian Validitas dan Realibilitas............................................ 59
3.2.6.1 Hasil Pengujian Validitas ........................................................... 60
3.2.6.2 Hasil Pengujian Reliabilitas ....................................................... 63
3.2.7 Teknik Analisis Data dan Uji Hipotesis ............................................... 65
3.2.7.1 Analisis Data Deskriptif ............................................................. 65
3.2.7.2 Analisis Data Verifikatif ............................................................ 66
3.2.7.3 Regresi Linear Berganda ............................................................ 68
3.2.7.4
Pengujian Hipotesis..................................................................... 72
BAB IV HASIL PENELITIAN DAN PEMBAHASAN
4.1 Profil Perusahaan dan Tamu Hotel Ibis Jakarta Tamarin ........................ 75
4.1.1 Profil Perusahaan .................................................................................. 75
4.1.1.1
Identitas Hotel Ibis Jakarta Tamarin ........................................... 75
4.1.1.2
Sejarah Singkat Hotel Ibis Jakarta Tamarin ................................ 75
4.1.1.3
Struktur Organisasi Hotel Ibis Jakarta Tamarin .......................... 76
4.1.1.4
Produk dan Jasa yang Ditawarkan .............................................. 77
4.1.2 Profil Tamu Hotel Ibis Jakarta Tamarin ............................................... 78
4.1.2.1
Karakteristik Responden Berdasarkan Jenis Kelamin
Dewi Lestari Andarwulan, 2015
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN MENGINAP DI HOTEL IBIS
JAKARTA TAMARIN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
dan Usia....................................................................................... 78
4.1.2.2
Karakteristik Responden Berdasarkan Jenis Kelamin
dan Pendidikan Tertinggi ............................................................ 79
4.1.2.3
Karakteristik Responden Berdasarkan Pekerjaan
dan Penghasilan .......................................................................... 80
4.1.2.4
Karakteristik Responden Berdasarkan Tujuan Menginap
dan Tipe Tamu ............................................................................ 81
4.1.2.5
Karakteristik Responden Berdasarkan Frekuensi Menginap
dan Lama Menginap ................................................................... 82
4.1.2.6
Karakteristik Responden Berdasarkan Jenis Kamar
dan Pengeluaran Selama Menginap ............................................ 82
4.1.2.7
Karakteristik Responden Berdasarkan Media Pemesanan
dan Sumber Informasi................................................................. 83
4.1.2.8
Karakteristik Responden Berdasarkan Sumber Ulasan............... 84
4.2 Electronic Word of Mouth Hotel Ibis Jakarta Tamarin ............................ 84
4.2.1 Tanggapan Responden Mengenai Source Credibility .......................... 84
4.2.2 Tanggapan Responden Mengenai EWOM Quantity ............................. 86
4.2.3 Tanggapan Responden Mengenai EWOM Quality ............................... 88
4.2.4 Tanggapan Responden Mengenai Customer Involvement .................... 90
4.2.5 Rekapitulasi Tanggapan Responden Terhadap Electronic
Word of Mouth Hotel Ibis Jakarta Tamarin ......................................... 92
4.3
Pelaksanaan Keputusan Menginap di Hotel Ibis Jakarta Tamarin ....... 94
4.3.1 Tanggapan Responden Mengenai Pilihan Produk atau Jasa ................ 94
4.3.2 Tanggapan Responden Mengenai Pemilihan merek ............................ 96
4.3.3 Tanggapan Responden Mengenai Pilihan Distribusi ........................... 97
4.3.4 Tanggapan Responden Mengenai Waktu Menginap ............................ 99
4.3.5 Tanggapan Responden Mengenai Jumlah Pembelian ........................ 101
4.3.6 Tanggapan Responden Mengenai Metode Pembayaran ..................... 102
4.3.7 Rekapitulasi Hasil Tanggapan Responden Mengenai
Keputusan Menginap di Hotel Ibis Jakarta Tamarin ..........................104
4.4 Pengaruh Electronic word of mouth Terhadap Keputusan Menginap
di Hotel Ibis Jakarta Tamarin ................................................................ 106
Dewi Lestari Andarwulan, 2015
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN MENGINAP DI HOTEL IBIS
JAKARTA TAMARIN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.4.1 Hasil Uji Asumsi Regresi ................................................................... 106
4.4.1.1
Hasil Uji Asumsi Normalitas ................................................... 106
4.4.1.2
Hasil Uji Asumsi Heteroskedastisitas ....................................... 107
4.4.1.3
Hasil Uji Asumsi Multikolinearitas ......................................... 108
4.4.1.4
Koefisien Korelasi dan Koefisien Determinasi ........................ 108
4.4.1.5
Uji Signifikansi Secara Simultan (Uji F) ................................. 109
4.4.1.6
Pengujian Hipotesis dan Uji Signifikansi
Secara Parsial (Uji T) ................................................................ 110
4.4.1.7
Model Persamaan Regresi Berganda Pengaruh Electronic
Word Of Mouth Terhadap Keputusan Menginap di Hotel
Ibis Jakarta Tamarin .................................................................. 112
4.5 Implikasi Hasil Temuan Penelitian .........................................................113
4.5.1 Implikasi Temuan Bersifat Teoritik ....................................................113
4.5.2 Implikasi Temuan Bersifat Empirik ....................................................113
BAB V KESIMPULAN DAN REKOMENDASI
5.1 Kesimpulan ............................................................................................ 115
5.2.Rekomendasi .......................................................................................... 116
DAFTAR PUSTAKA
LAMPIRAN
Dewi Lestari Andarwulan, 2015
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN MENGINAP DI HOTEL IBIS
JAKARTA TAMARIN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR TABEL
No. Tabel
1.1
Judul
Halaman
Statistik Kunjungan Wisatawan Mancanegara ke Indonesia
Tahun 2010 – 2014 ................................................................................ 1
1.2
Jumlah Kunjungan Wisatawan Mancanegara dan Wisatawan
Nusantara ke DKI Jakarta Tahun 2010 – 2013 ...................................... 2
1.3
Klasifikasi Hotel Berbintang di Kota Jakarta Tahun 2014 .................... 3
1.4
Data Tingkat Hunian Kamar Hotel Ibis Jakarta Tamarin 2011-2014 ... 5
1.5
Strategi Pemasaran dan Promosi Hotel Ibis Jakarta Tamarin ................ 7
1.6
Review Dari Tamu yang Menginap di Hotel Ibis Jakarta
Tamarin Berdasarkan Online Travel Agent Tahun 2014 ...................... 9
2.1
Tipe-Tipe Perilaku Menginap ............................................................... 33
2.2
Penelitian Terdahulu yang Berkaitan Dengan Pengaruh
Electronic Word Of Mouth Terhadap Keputusan Menginap
di Hotel Ibis Jakarta Tamarin .............................................................. 41
3.1
Operasionalisasi Variabel..................................................................... 50
3.2
Jenis Dan Sumber Data ........................................................................ 55
3.3
Teknik Pengumpulan dan Sumber Data dikaitkan
dengan Tujuan Penelitian ..................................................................... 59
3.4
Hasil Pengujian Validitas Instrumen Penelitian ................................... 61
3.5
Hasil Uji Reliabilitas Instrumen Penelitian .......................................... 65
3.6
Skor Alternatif Jawaban ....................................................................... 67
4.1
Jenis-Jenis Kamar.................................................................................. 77
4.2
Fasilitas Hotel Ibis Jakarta Tamarin ...................................................... 77
4.3
Meeting Room Hotel Ibis Jakarta Tamarin............................................ 78
4.4
Karakteristik Responden Berdasarkan Jenis Kelamin dan Usia ........... 78
4.5
Karakteristik Responden Berdasarkan Jenis Kelamin dan
Pendidikan Tertinggi ............................................................................. 79
4.6
Karakteristik Responden Berdasarkan Pekerjaan dan Penghasilan ..... 80
4.7
Pengalaman Responden Berdasarkan Tujuan Menginap dan
Tipe Tamu ............................................................................................. 81
Dewi Lestari Andarwulan, 2015
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN MENGINAP DI HOTEL IBIS
JAKARTA TAMARIN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.8
Pengalaman Responden Berdasarkan Frekuensi dan Lama
Menginap .............................................................................................. 82
4.9
Pengalaman Responden Berdasarkan Jenis Kamar dan Pengeluaran
Menginap .............................................................................................. 82
4.10
Pengalaman Responden Berdasarkan Media Pemesanan
dan Sumber Informasi .......................................................................... 83
4.11
Pengalaman Responden Berdasarkan Sumber Ulasan .......................... 84
4.12
Tanggapan Responden Mengenai Source Credibility........................... 85
4.13
Tanggapan Responden Mengenai Dimensi Ewom Quantity................. 86
4.14
Tanggapan Responden Mengenai Ewom Quality ................................. 88
4.15
Tanggapan Responden Mengenai Customer Involvement .................... 91
4.16
Rekapitulasi Hasil Tanggapan Responden dari Variabel
Electronic Word Of Mouth .................................................................... 92
4.17
Tanggapan Responden Mengenai Pemilihan Produk dan Jasa ............. 94
4.18
Tanggapan Responden Mengenai Pemilihan Merek............................. 96
4.19
Tanggapan Responden Mengenai Pilihan Distribusi ............................ 97
4.20
Tanggapan Responden Mengenai Waktu Menginap ............................ 99
4.21
Tanggapan Responden Mengenai Jumlah Pembelian ......................... 101
4.22
Tanggapan Responden Mengenai Metode Pembayaran ..................... 102
4.23
Rekapitulasi Hasil Tanggapan Responden Mengenai
Keputusan Menginap di Hotel Ibis Jakarta Tamarin............................104
4.24
Hasil Uji Multikolinearitas ...................................................................108
4.25
Output Pengaruh Lectronic Word Of Mouth Terhadap Keputusan
Menginap di Hotel Ibis Jakarta Tamarin ..............................................109
4.26
Output Anova .......................................................................................109
4.27
Output Koefisien Regresi .....................................................................110
Dewi Lestari Andarwulan, 2015
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN MENGINAP DI HOTEL IBIS
JAKARTA TAMARIN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR GAMBAR
No. Gambar
Judul
Halaman
1.1
Market Share Hotel Bintang 3 di Jakarta Pusat Tahun 2014 ................... 5
1.2
Segmentasi Tamu Hotel Ibis Jakarta Tamarin Tahun 2014 .................... 6
2.1
Elemen-Elemen Dalam Proses Komunikasi ........................................... 22
2.2
Faktor yang Mempengaruhi Perilaku Konsumen ................................... 31
2.3
Proses Keputusan Menginap ................................................................... 35
2.4
Pengaruh Electronic Word Of Mouth Terhadap Keputusan
Menginap di Hotel Ibis Jakarta Tamarin ................................................ 47
2.5
Paradigma Penelitian Pengaruh Electronic Word Of Mouth
Terhadap Keputusan Menginap di Hotel Ibis Jakarta Tamarin .............. 48
4.1
Struktur Organisasi Hotel Ibis Jakarta Tamarin ...................................... 76
4.2
Sub Variabel Source Credibility Pada Garis Kontinum.......................... 85
4.3
Sub Variabel Ewom Quantity Pada Garis Kontinum .............................. 88
4.4
Sub Variabel Ewom Quality Pada Garis Kontinum ................................ 90
4.5
Sub Variabel Customer Involvement Pada Garis Kontinum ................... 92
4.6
Variabel Electronic Word Of Mouth Pada Garis Kontinum ................... 93
4.7
Sub Variabel Pilihan Produk Pada Garis Kontinum ............................... 95
4.8
Sub Variabel Pemilihan Merek Pada Garis Kontinum ........................... 97
4.9
Sub Variabel Pilihan Distribusi Pada Garis Kontinum ........................... 98
4.10
Sub Variabel Waktu Menginap Pada Garis Kontinum ......................... 100
4.11
Sub Variabel Jumlah Pembelian Pada Garis Kontinum........................ 102
4.12
Sub Variabel Metode Pembayaran Pada Garis Kontinum .................... 103
4.13
Variabel Keputusan Menginap Pada Garis Kontinum .......................... 105
4.14
Normal Probability Plot ........................................................................ 106
4.15
Hasil Uji Asumsi Heterokedastisitas..................................................... 107
Dewi Lestari Andarwulan, 2015
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN MENGINAP DI HOTEL IBIS
JAKARTA TAMARIN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Halaman
ABSTRAK .......................................................................................................... i
ABSTRACT ......................................................................................................... ii
KATA PENGANTAR ........................................................................................ iii
UCAPAN TERIMA KASIH ............................................................................. iv
DAFTAR ISI ....................................................................................................... vii
DAFTAR TABEL .............................................................................................. xi
DAFTAR GAMBAR .......................................................................................... xiii
BAB 1 PENDAHULUAN
1.1 Latar Belakang Penelitian .......................................................................... 1
1.2 RumusanMasalah ..................................................................................... 12
1.3 Tujuan Penelitian ..................................................................................... 12
1.4 Kegunaan Penelitian ................................................................................ 12
BAB II KAJIAN PUSTAKA, KERANGKA PEMIKIRAN DAN HIPOTESIS
2.1 Kajian Pustaka ......................................................................................... 13
2.1.1 Konsep Pariwisata................................................................................. 13
2.1.1.1 Hotel Bagian dari Industri Pariwisata ........................................... 13
2.1.1.2 Electronic Word Of Mouth bagian dari Marketing
Communication Mix ..................................................................... 17
2.1.1.3 Definisi Electronic Word Of Mouth .............................................. 23
2.1.1.4 Word of Mouth menjadi Electronic Word of Mouth ..................... 25
2.1.1.5 Strategi Electronic Word Of Mouth .............................................. 26
2.1.1.6 Alat-alati Electronic Word Of Mouth ............................................ 27
2.1.1.7 Dimensi Electronic Word Of Mouth ............................................. 29
2.1.2 Keputusan Menginap .............................................................................30
2.1.2.1 Keputusan Menginap bagian dari Perilaku Konsumen ................. 30
2.1.2.2 Tipe-tipe Perilaku Menginap ........................................................ 33
2.1.2.3 Konsep Keputusan Menginap ....................................................... 35
2.1.2.4 Dimensi Keputusan Menginap ...................................................... 39
Dewi Lestari Andarwulan, 2015
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN MENGINAP DI HOTEL IBIS
JAKARTA TAMARIN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
2.1.3 Pengaruh Electronic Word Of Mouth Terhadap Keputusan Menginap .40
2.1.4 Orisinalitas Penelitian ........................................................................... 41
2.2 Kerangka Pemikiran ................................................................................. 43
2.3 Hipotesis .................................................................................................. 48
BAB III OBJEK DAN METODE PENELITIAN
3.1 Objek Penelitian ....................................................................................... 49
3.2 Metode Penelitian .................................................................................... 49
3.2.1 Jenis Penelitian dan Metode yang digunakan ....................................... 49
3.2.2 Operasionalisasi Variabel ..................................................................... 50
3.2.3 Jenis dan Sumber Data .......................................................................... 55
3.2.4 Populasi, Sampel, dan Teknik Sampling .............................................. 56
3.2.4.1 Populasi ...................................................................................... 56
3.2.4.2 Sampel ........................................................................................ 56
3.2.4.3 Teknik Sampling ........................................................................ 57
3.2.5 Teknik Pengumpulan Data.................................................................... 58
3.2.6 Hasil Pengujian Validitas dan Realibilitas............................................ 59
3.2.6.1 Hasil Pengujian Validitas ........................................................... 60
3.2.6.2 Hasil Pengujian Reliabilitas ....................................................... 63
3.2.7 Teknik Analisis Data dan Uji Hipotesis ............................................... 65
3.2.7.1 Analisis Data Deskriptif ............................................................. 65
3.2.7.2 Analisis Data Verifikatif ............................................................ 66
3.2.7.3 Regresi Linear Berganda ............................................................ 68
3.2.7.4
Pengujian Hipotesis..................................................................... 72
BAB IV HASIL PENELITIAN DAN PEMBAHASAN
4.1 Profil Perusahaan dan Tamu Hotel Ibis Jakarta Tamarin ........................ 75
4.1.1 Profil Perusahaan .................................................................................. 75
4.1.1.1
Identitas Hotel Ibis Jakarta Tamarin ........................................... 75
4.1.1.2
Sejarah Singkat Hotel Ibis Jakarta Tamarin ................................ 75
4.1.1.3
Struktur Organisasi Hotel Ibis Jakarta Tamarin .......................... 76
4.1.1.4
Produk dan Jasa yang Ditawarkan .............................................. 77
4.1.2 Profil Tamu Hotel Ibis Jakarta Tamarin ............................................... 78
4.1.2.1
Karakteristik Responden Berdasarkan Jenis Kelamin
Dewi Lestari Andarwulan, 2015
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN MENGINAP DI HOTEL IBIS
JAKARTA TAMARIN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
dan Usia....................................................................................... 78
4.1.2.2
Karakteristik Responden Berdasarkan Jenis Kelamin
dan Pendidikan Tertinggi ............................................................ 79
4.1.2.3
Karakteristik Responden Berdasarkan Pekerjaan
dan Penghasilan .......................................................................... 80
4.1.2.4
Karakteristik Responden Berdasarkan Tujuan Menginap
dan Tipe Tamu ............................................................................ 81
4.1.2.5
Karakteristik Responden Berdasarkan Frekuensi Menginap
dan Lama Menginap ................................................................... 82
4.1.2.6
Karakteristik Responden Berdasarkan Jenis Kamar
dan Pengeluaran Selama Menginap ............................................ 82
4.1.2.7
Karakteristik Responden Berdasarkan Media Pemesanan
dan Sumber Informasi................................................................. 83
4.1.2.8
Karakteristik Responden Berdasarkan Sumber Ulasan............... 84
4.2 Electronic Word of Mouth Hotel Ibis Jakarta Tamarin ............................ 84
4.2.1 Tanggapan Responden Mengenai Source Credibility .......................... 84
4.2.2 Tanggapan Responden Mengenai EWOM Quantity ............................. 86
4.2.3 Tanggapan Responden Mengenai EWOM Quality ............................... 88
4.2.4 Tanggapan Responden Mengenai Customer Involvement .................... 90
4.2.5 Rekapitulasi Tanggapan Responden Terhadap Electronic
Word of Mouth Hotel Ibis Jakarta Tamarin ......................................... 92
4.3
Pelaksanaan Keputusan Menginap di Hotel Ibis Jakarta Tamarin ....... 94
4.3.1 Tanggapan Responden Mengenai Pilihan Produk atau Jasa ................ 94
4.3.2 Tanggapan Responden Mengenai Pemilihan merek ............................ 96
4.3.3 Tanggapan Responden Mengenai Pilihan Distribusi ........................... 97
4.3.4 Tanggapan Responden Mengenai Waktu Menginap ............................ 99
4.3.5 Tanggapan Responden Mengenai Jumlah Pembelian ........................ 101
4.3.6 Tanggapan Responden Mengenai Metode Pembayaran ..................... 102
4.3.7 Rekapitulasi Hasil Tanggapan Responden Mengenai
Keputusan Menginap di Hotel Ibis Jakarta Tamarin ..........................104
4.4 Pengaruh Electronic word of mouth Terhadap Keputusan Menginap
di Hotel Ibis Jakarta Tamarin ................................................................ 106
Dewi Lestari Andarwulan, 2015
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN MENGINAP DI HOTEL IBIS
JAKARTA TAMARIN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.4.1 Hasil Uji Asumsi Regresi ................................................................... 106
4.4.1.1
Hasil Uji Asumsi Normalitas ................................................... 106
4.4.1.2
Hasil Uji Asumsi Heteroskedastisitas ....................................... 107
4.4.1.3
Hasil Uji Asumsi Multikolinearitas ......................................... 108
4.4.1.4
Koefisien Korelasi dan Koefisien Determinasi ........................ 108
4.4.1.5
Uji Signifikansi Secara Simultan (Uji F) ................................. 109
4.4.1.6
Pengujian Hipotesis dan Uji Signifikansi
Secara Parsial (Uji T) ................................................................ 110
4.4.1.7
Model Persamaan Regresi Berganda Pengaruh Electronic
Word Of Mouth Terhadap Keputusan Menginap di Hotel
Ibis Jakarta Tamarin .................................................................. 112
4.5 Implikasi Hasil Temuan Penelitian .........................................................113
4.5.1 Implikasi Temuan Bersifat Teoritik ....................................................113
4.5.2 Implikasi Temuan Bersifat Empirik ....................................................113
BAB V KESIMPULAN DAN REKOMENDASI
5.1 Kesimpulan ............................................................................................ 115
5.2.Rekomendasi .......................................................................................... 116
DAFTAR PUSTAKA
LAMPIRAN
Dewi Lestari Andarwulan, 2015
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN MENGINAP DI HOTEL IBIS
JAKARTA TAMARIN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR TABEL
No. Tabel
1.1
Judul
Halaman
Statistik Kunjungan Wisatawan Mancanegara ke Indonesia
Tahun 2010 – 2014 ................................................................................ 1
1.2
Jumlah Kunjungan Wisatawan Mancanegara dan Wisatawan
Nusantara ke DKI Jakarta Tahun 2010 – 2013 ...................................... 2
1.3
Klasifikasi Hotel Berbintang di Kota Jakarta Tahun 2014 .................... 3
1.4
Data Tingkat Hunian Kamar Hotel Ibis Jakarta Tamarin 2011-2014 ... 5
1.5
Strategi Pemasaran dan Promosi Hotel Ibis Jakarta Tamarin ................ 7
1.6
Review Dari Tamu yang Menginap di Hotel Ibis Jakarta
Tamarin Berdasarkan Online Travel Agent Tahun 2014 ...................... 9
2.1
Tipe-Tipe Perilaku Menginap ............................................................... 33
2.2
Penelitian Terdahulu yang Berkaitan Dengan Pengaruh
Electronic Word Of Mouth Terhadap Keputusan Menginap
di Hotel Ibis Jakarta Tamarin .............................................................. 41
3.1
Operasionalisasi Variabel..................................................................... 50
3.2
Jenis Dan Sumber Data ........................................................................ 55
3.3
Teknik Pengumpulan dan Sumber Data dikaitkan
dengan Tujuan Penelitian ..................................................................... 59
3.4
Hasil Pengujian Validitas Instrumen Penelitian ................................... 61
3.5
Hasil Uji Reliabilitas Instrumen Penelitian .......................................... 65
3.6
Skor Alternatif Jawaban ....................................................................... 67
4.1
Jenis-Jenis Kamar.................................................................................. 77
4.2
Fasilitas Hotel Ibis Jakarta Tamarin ...................................................... 77
4.3
Meeting Room Hotel Ibis Jakarta Tamarin............................................ 78
4.4
Karakteristik Responden Berdasarkan Jenis Kelamin dan Usia ........... 78
4.5
Karakteristik Responden Berdasarkan Jenis Kelamin dan
Pendidikan Tertinggi ............................................................................. 79
4.6
Karakteristik Responden Berdasarkan Pekerjaan dan Penghasilan ..... 80
4.7
Pengalaman Responden Berdasarkan Tujuan Menginap dan
Tipe Tamu ............................................................................................. 81
Dewi Lestari Andarwulan, 2015
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN MENGINAP DI HOTEL IBIS
JAKARTA TAMARIN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.8
Pengalaman Responden Berdasarkan Frekuensi dan Lama
Menginap .............................................................................................. 82
4.9
Pengalaman Responden Berdasarkan Jenis Kamar dan Pengeluaran
Menginap .............................................................................................. 82
4.10
Pengalaman Responden Berdasarkan Media Pemesanan
dan Sumber Informasi .......................................................................... 83
4.11
Pengalaman Responden Berdasarkan Sumber Ulasan .......................... 84
4.12
Tanggapan Responden Mengenai Source Credibility........................... 85
4.13
Tanggapan Responden Mengenai Dimensi Ewom Quantity................. 86
4.14
Tanggapan Responden Mengenai Ewom Quality ................................. 88
4.15
Tanggapan Responden Mengenai Customer Involvement .................... 91
4.16
Rekapitulasi Hasil Tanggapan Responden dari Variabel
Electronic Word Of Mouth .................................................................... 92
4.17
Tanggapan Responden Mengenai Pemilihan Produk dan Jasa ............. 94
4.18
Tanggapan Responden Mengenai Pemilihan Merek............................. 96
4.19
Tanggapan Responden Mengenai Pilihan Distribusi ............................ 97
4.20
Tanggapan Responden Mengenai Waktu Menginap ............................ 99
4.21
Tanggapan Responden Mengenai Jumlah Pembelian ......................... 101
4.22
Tanggapan Responden Mengenai Metode Pembayaran ..................... 102
4.23
Rekapitulasi Hasil Tanggapan Responden Mengenai
Keputusan Menginap di Hotel Ibis Jakarta Tamarin............................104
4.24
Hasil Uji Multikolinearitas ...................................................................108
4.25
Output Pengaruh Lectronic Word Of Mouth Terhadap Keputusan
Menginap di Hotel Ibis Jakarta Tamarin ..............................................109
4.26
Output Anova .......................................................................................109
4.27
Output Koefisien Regresi .....................................................................110
Dewi Lestari Andarwulan, 2015
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN MENGINAP DI HOTEL IBIS
JAKARTA TAMARIN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR GAMBAR
No. Gambar
Judul
Halaman
1.1
Market Share Hotel Bintang 3 di Jakarta Pusat Tahun 2014 ................... 5
1.2
Segmentasi Tamu Hotel Ibis Jakarta Tamarin Tahun 2014 .................... 6
2.1
Elemen-Elemen Dalam Proses Komunikasi ........................................... 22
2.2
Faktor yang Mempengaruhi Perilaku Konsumen ................................... 31
2.3
Proses Keputusan Menginap ................................................................... 35
2.4
Pengaruh Electronic Word Of Mouth Terhadap Keputusan
Menginap di Hotel Ibis Jakarta Tamarin ................................................ 47
2.5
Paradigma Penelitian Pengaruh Electronic Word Of Mouth
Terhadap Keputusan Menginap di Hotel Ibis Jakarta Tamarin .............. 48
4.1
Struktur Organisasi Hotel Ibis Jakarta Tamarin ...................................... 76
4.2
Sub Variabel Source Credibility Pada Garis Kontinum.......................... 85
4.3
Sub Variabel Ewom Quantity Pada Garis Kontinum .............................. 88
4.4
Sub Variabel Ewom Quality Pada Garis Kontinum ................................ 90
4.5
Sub Variabel Customer Involvement Pada Garis Kontinum ................... 92
4.6
Variabel Electronic Word Of Mouth Pada Garis Kontinum ................... 93
4.7
Sub Variabel Pilihan Produk Pada Garis Kontinum ............................... 95
4.8
Sub Variabel Pemilihan Merek Pada Garis Kontinum ........................... 97
4.9
Sub Variabel Pilihan Distribusi Pada Garis Kontinum ........................... 98
4.10
Sub Variabel Waktu Menginap Pada Garis Kontinum ......................... 100
4.11
Sub Variabel Jumlah Pembelian Pada Garis Kontinum........................ 102
4.12
Sub Variabel Metode Pembayaran Pada Garis Kontinum .................... 103
4.13
Variabel Keputusan Menginap Pada Garis Kontinum .......................... 105
4.14
Normal Probability Plot ........................................................................ 106
4.15
Hasil Uji Asumsi Heterokedastisitas..................................................... 107
Dewi Lestari Andarwulan, 2015
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN MENGINAP DI HOTEL IBIS
JAKARTA TAMARIN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu