S MPP 1004533 Table of Conten
DAFTAR ISI
ABSTRAK
........................................................... Error! Bookmark not defined.
ABSTRACT
........................................................... Error! Bookmark not defined.
KATA PENGANTAR ............................................... Error! Bookmark not defined.
UCAPAN TERIMA KASIH..................................... Error! Bookmark not defined.
DAFTAR ISI .........................................................................................................i
DAFTAR TABEL..................................................................................................vi
DAFTAR GAMBAR ..............................................................................................9
BAB I PENDAHULUAN .......................................... Error! Bookmark not defined.
1.1 Latar Belakang Penelitian ................... Error! Bookmark not defined.
1.1 Rumusan Masalah ............................... Error! Bookmark not defined.
1.2 Tujuan Penelitian................................. Error! Bookmark not defined.
1.3 Kegunaan Penelitian............................ Error! Bookmark not defined.
BAB II KAJIAN PUSTAKA,KERANGKA PEMIKIRAN DAN
HIPOTESIS.................................................... Error! Bookmark not defined.
2.1. Kajian Pustaka ..................................... Error! Bookmark not defined.
2.1.1 Konsep Kepariwisataan ..................... Error! Bookmark not defined.
2.1.1.1 Konsep Industri Pariwisata.............. Error! Bookmark not defined.
2.1.1.2 Usaha Pariwisata ............................. Error! Bookmark not defined.
2.1.1.3 Konsep Hotel ................................... Error! Bookmark not defined.
2.1.2 Konsep Customer Service Experience dalam Pemasaran Hotel. Error!
Bookmark not defined.
2.1.2.1 Manajemen Pemasaran Jasa ............ Error! Bookmark not defined.
2.1.2.2 Pemasaran Jasa Perhotelan .............. Error! Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
2.1.2.3 Pengertian Customer Service Experience ......Error! Bookmark not
defined.
2.1.2.4 Dimensi Customer Service Experience ..........Error! Bookmark not
defined.
2.1.3 Konsep Behavior Intentions .............. Error! Bookmark not defined.
2.1.3.1 Theory of Planned Behavior (TPB). Error! Bookmark not defined.
2.1.3.2 Pengertian Behavior Intentions ....... Error! Bookmark not defined.
2.1.3.3 Dimensi Behavior Intentions........... Error! Bookmark not defined.
2.1.4 Pengaruh Customer Service Experience terhadap Behavior
Intentions........................................... Error! Bookmark not defined.
2.1.5 Orisinalitas Penelitian........................ Error! Bookmark not defined.
2.2 Kerangka Pemikiran ............................. Error! Bookmark not defined.
BAB III OBJEK DAN METODE PENELITIAN .. Error! Bookmark not defined.
3.1. Objek Penelitian .................................. Error! Bookmark not defined.
3.2. Metode Penelitian................................ Error! Bookmark not defined.
3.2.1. Jenis Penelitian dan Metode yang Digunakan . Error! Bookmark not
defined.
3.2.2. Operasionalisasi Variabel ................. Error! Bookmark not defined.
3.2.3. Jenis dan Sumber Data ...................... Error! Bookmark not defined.
3.2.4. Populasi, Sampel dan Teknik Sampling .......... Error! Bookmark not
defined.
3.2.4.1.Populasi ........................................... Error! Bookmark not defined.
3.2.4.2. Sampel ............................................ Error! Bookmark not defined.
3.2.4.3.Teknik Sampling ............................. Error! Bookmark not defined.
3.2.5. Teknik Pengumpulan Data................ Error! Bookmark not defined.
3.2.6. Pengujian Validitas dan Reliabilitas . Error! Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
3.2.6.1. Hasil Pengujian Validitas ............... Error! Bookmark not defined.
3.2.6.2. Hasil Pengujian Reliabilitas ........... Error! Bookmark not defined.
3.2.7 Rancangan Analisis Data .................. Error! Bookmark not defined.
3.2.7.1 Rancangan Analisis Deskriptif........ Error! Bookmark not defined.
3.2.7.2 Rancangan Analisis Verifikatif ....... Error! Bookmark not defined.
3.2.7.3 Regresi Berganda (Multiple Regression) .......Error! Bookmark not
defined.
3.2.7.4 Pengujian Hipotesis......................... Error! Bookmark not defined.
BAB IV HASIL PENELITIAN DAN PEMBAHASAN ..... Error! Bookmark not
defined.
4.1 Profil Perusahaan dan Tamu Sheraton Mustika Yogyakarta ......... Error!
Bookmark not defined.
4.1.1 Profil Perusahaan ............................... Error! Bookmark not defined.
4.1.1.1 Identitas Perusahaan ........................ Error! Bookmark not defined.
4.1.1.2 Sejarah Singkat Sheraton Mustika Yogyakarta.... Error! Bookmark
not defined.
4.1.1.2.1 Sejarah Sheraton Internasional ......... Error! Bookmark not defined.
4.1.1.2.2 Sejarah Sheraton Mustika Yogyakarta Resort and Spa ............. Error!
Bookmark not defined.
4.1.1.3 Produk dan Jasa yang Ditawarkan .. Error! Bookmark not defined.
4.1.1.3.1 Kamar ............................................ Error! Bookmark not defined.
4.1.1.3.2 Function and Meeting Rooms ........... Error! Bookmark not defined.
4.1.1.3.3 Food and Beverage Venues .............. Error! Bookmark not defined.
4.1.1.3.4 Spa and Health................................ Error! Bookmark not defined.
4.1.1.3.5 Fasilitas Lainnya ............................. Error! Bookmark not defined.
4.1.1.3.6 Packages ........................................ Error! Bookmark not defined.
4.1.1.4. Struktur Organisasi Perusahaan ..... Error! Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.1.2 Profil Tamu Sheraton Mustika Yogyakarta Resort and Spa ...... Error!
Bookmark not defined.
4.1.2.1 Profil Tamu yang Menginap di Sheraton Mustika Yogyakarta
........................................................ Error! Bookmark not defined.
Berdasarkan Keperluan Menginap.... Error! Bookmark not defined.
4.1.2.2 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta
Resort and Spa berdasarkan Jenis Kelamin dan Usia.............. Error!
Bookmark not defined.
4.1.2.3 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta
Resort and Spa berdasarkan Pendidikan dan Pekerjaan .......... Error!
Bookmark not defined.
4.1.2.4 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta
Resort and Spa berdasarkan Penghasilan dan Pengeluaran Selama
Menginap ........................................ Error! Bookmark not defined.
4.1.2.5 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta
Resort and Spa berdasarkan Asal Tinggal ....Error! Bookmark not
defined.
4.1.2.6 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta
........................................................ Error! Bookmark not defined.
Resort and Spa Berdasarkan Lama Waktu Menginap ...... Error! Bookmark
not defined.
4.1.2.7 Alasan Tamu Menginap di Sheraton Mustika Yogyakarta Resort
and Spa ........................................... Error! Bookmark not defined.
4.2 Pelaksanaan Customer Service Experience di Sheraton Mustika.. Error!
Bookmark not defined.
Yogyakarta Resort and Spa ................. Error! Bookmark not defined.
4.2.1 Sub Variabel Organised .................... Error! Bookmark not defined.
4.2.2 Sub Variabel Welcoming ................... Error! Bookmark not defined.
4.2.3 Sub Variabel Recognition .................. Error! Bookmark not defined.
4.2.4 Sub Variabel Communication............ Error! Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.2.5 Sub Variabel Empathy ....................... Error! Bookmark not defined.
4.2.6 Sub Variabel Helpful ......................... Error! Bookmark not defined.
4.2.7 Rekapitulasi Hasil Tanggapan Tamu terhadap Pelaksanaan
Customer Service Experience di Sheraton Mustika Yogyakarta
Resort and Spa .................................. Error! Bookmark not defined.
4.3 Behavior Intentions di Sheraton Mustika Yogyakarta Resort and Spa
........................................................... Error! Bookmark not defined.
4.3.1 Behavior Intentions berdasarkan Stay Longer di Sheraton Mustika
Yogyakarta Resort and Spa............... Error! Bookmark not defined.
4.3.2 Behavior Intentions berdasarkan Willingness to Recommend di
Sheraton Mustika Yogyakarta Resort and Spa Error! Bookmark not
defined.
4.3.3 Behavior Intentions berdasarkan Repurchasing Intention di Sheraton
Mustika Yogyakarta Resort and Spa. Error! Bookmark not defined.
4.3.4 Rekapitulasi Hasil Tanggapan Tamu Mengenai Behavior Intentions
di Sheraton Mustika Yogyakarta Resort and Spa ...Error! Bookmark
not defined.
4.4 Pengaruh Customer Service Experience terhadap Behavior Intentions
Tamu Sheraton Mustika Yogyakarta Resort and Spa ................ Error!
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4.4.1 Hasil Pengujian Uji Klasik dan Regresi ........... Error! Bookmark not
defined.
4.4.1.1 Hasil Uji Autokorelasi..................... Error! Bookmark not defined.
4.4.1.2 Hasil Uji Asumsi Normalitas .......... Error! Bookmark not defined.
4.4.1.3 Hasil Uji Asumsi Heteroskedastisitas ............Error! Bookmark not
defined.
4.4.1.4 Hasil Uji Asumsi Multikolinearitas. Error! Bookmark not defined.
4.4.1.5 Koefisien Korelasi dan Koefisien Determinasi .... Error! Bookmark
not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.4.1.6 Pengujian Model FIT dengan Data (ANOVA/Uji F)............... Error!
Bookmark not defined.
4.4.1.7 Pengujian Hipotesis dan Uji Signifikansi Secara Parsial (Uji t)
........................................................ Error! Bookmark not defined.
4.4.1.8 Model Persamaan Regresi Berganda Pengaruh Customer Service
Experience terhadap Behavior Intentions......Error! Bookmark not
defined.
4.5 Implikasi Hasil Temuan Penelitian ...... Error! Bookmark not defined.
4.5.1 Temuan Teoritik ................................ Error! Bookmark not defined.
4.5.2 Temuan Empirik ................................ Error! Bookmark not defined.
BAB V KESIMPULAN DAN REKOMENDASI ... Error! Bookmark not defined.
5.1 Kesimpulan ........................................... Error! Bookmark not defined.
5.2 Rekomendasi ........................................ Error! Bookmark not defined.
DAFTAR PUSTAKA ................................................ Error! Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR TABEL
TABEL 1.1 PERTUMBUHAN HOTEL DI INDONESIA .. Error! Bookmark not
defined.
TABEL 1.2 OVERALL INDONESIA HOTEL PERFORMANCE ................... Error!
Bookmark not defined.
TABEL 1.3 PENJUALAN KAMAR (ROOM SALES) HOTEL BINTANG DI
DIY TAHUN 2009-2012 ............. Error! Bookmark not defined.
TABEL 1.4 PERKEMBANGAN LAMA TINGGAL WISATAWAN DI DIY
TAHUN 2010-2013 (PER MALAM) ......... Error! Bookmark not
defined.
TABEL 1.5 STATISTIK HOTEL BINTANG 5 DI DIY TAHUN 2012-2013
...................................................... Error! Bookmark not defined.
TABEL 1.6 TINGKAT HUNIAN KAMAR DI SHERATON MUSTIKA
YOGYAKARTA BERDASARKAN MARKET SEGMENT
TAHUN 2010-2013...................... Error! Bookmark not defined.
TABEL 1.7 REKAPITULASI SURVEY TAMU INDIVIDU MELALUI SURAT
ELEKTRONIK SHERATON MUSTIKA YOGYAKARTA
...................................................... Error! Bookmark not defined.
TABEL 1.8 IMPLEMENTASI CUSTOMER SERVICE EXPERIENCE DI
SHERATON MUSTIKA YOGYAKARTA ......Error! Bookmark
not defined.
TABEL 2.1 DEFINISI CUSTOMER SERVICE EXPERIENCE MENURUT
PARA AHLI................................. Error! Bookmark not defined.
TABEL 2.2 DEFINISI BEHAVIOR INTENTIONS MENURUT PARA AHLI
...................................................... Error! Bookmark not defined.
TABEL 2.3 RESUME PENELITIAN TERDAHULU DAN ORISINALITAS
PENELITIAN............................... Error! Bookmark not defined.
TABEL 3.1 OPERASIONALISASI VARIABEL Error! Bookmark not defined.
TABEL 3.2 JENIS DAN SUMBER DATA .......... Error! Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
TABEL 3.3 TEKNIK PENGUMPULAN DATA DIKAITKAN DENGAN
TUJUAN PENELITIAN .............. Error! Bookmark not defined.
TABEL 3.4 PEDOMAN UNTUK MEMBERIKAN INTERPRETASI
KOEFISIEN KORELASI ............ Error! Bookmark not defined.
TABEL 3.5 HASIL PENGUJIAN VALIDITAS ... Error! Bookmark not defined.
TABEL 3.6 HASIL UJI RELIABILITAS INSTRUMEN PENELITIAN ...... Error!
Bookmark not defined.
TABEL 4.1 JENIS KAMAR DI SHERATON MUSTIKA YOGYAKARTA
RESORT AND SPA..................... Error! Bookmark not defined.
TABEL 4.2 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP
DENGAN JENIS KELAMIN DAN USIA . Error! Bookmark not
defined.
TABEL 4.3 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP
DENGAN PENDIDIKAN DAN PEKERJAAN ................... Error!
Bookmark not defined.
TABEL 4.4 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP
DENGAN PENGHASILAN DAN PENGELUARAN DI HOTEL
...................................................... Error! Bookmark not defined.
TABEL 4.5 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP
DENGAN ASAL TINGGAL....... Error! Bookmark not defined.
TABEL 4.6 ALASAN TAMU MENGINAP DI SHERATON MUSTIKA
YOGYAKARTA.......................... Error! Bookmark not defined.
TABEL 4.7 TANGGAPAN TAMU INDIVIDU TERHADAP ORGANISED
...................................................... Error! Bookmark not defined.
TABEL 4.8 TANGGAPAN TAMU INDIVIDU TERHADAP WELCOMING
...................................................... Error! Bookmark not defined.
TABEL 4.9 TANGGAPAN TAMU INDIVIDU TERHADAP
RECOGNITION ........................... Error! Bookmark not defined.
TABEL 4.10 TANGGAPAN TAMU INDIVIDU TERHADAP
COMMUNICATION..................... Error! Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
TABEL 4.11 TANGGAPAN TAMU INDIVIDU TERHADAP EMPATHY. Error!
Bookmark not defined.
TABEL 4.12 TANGGAPAN TAMU INDIVIDU TERHADAP HELPFUL . Error!
Bookmark not defined.
TABEL 4.13 REKAPITULASI HASIL TANGGAPAN TAMU INDIVIDU
TERHADAP CUSTOMER SERVICE EXPERIENCE .......... Error!
Bookmark not defined.
TABEL 4.14 TANGGAPAN TAMU INDIVIDU TERHADAP BEHAVIOR
INTENTIONS BERDASARKAN STAY LONGER ............... Error!
Bookmark not defined.
TABEL 4.15 TANGGAPAN TAMU INDIVIDU TERHADAP BEHAVIOR
INTENTIONS BERDASARKAN WILLINGNESS TO
RECOMMEND ............................. Error! Bookmark not defined.
TABEL 4.16 TANGGAPAN TAMU INDIVIDU TERHADAP BEHAVIOR
INTENTIONS BERDASARKAN REPURCHASING INTENTION
...................................................... Error! Bookmark not defined.
TABEL 4.17 REKAPITULASI HASIL TANGGAPAN TAMU INDIVIDU
TERHADAP BEHAVIOR INTENTIONS.... Error! Bookmark not
defined.
TABEL 4.18 TABEL AUTOKORELASI DURBIN WATSON.Error! Bookmark
not defined.
TABEL 4.19 NORMALITAS DENGAN KOLMOGROV SMIRNOV ........ Error!
Bookmark not defined.
TABEL 4.20 HASIL UJI ASUMSI MULTIKOLINEARITAS ..Error! Bookmark
not defined.
TABEL 4.21 HASIL ANALISIS CUSTOMER SERVICE EXPERIENCE
TERHADAP BEHAVIOR INTENTIONS.... Error! Bookmark not
defined.
TABEL 4.22 HASIL OUTPUT ANOVA .............. Error! Bookmark not defined.
TABEL 4.23 HASIL ANALISIS KOEFISIEN REGRESI... Error! Bookmark not
defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR GAMBAR
GAMBAR 1.1 PERTUMBUHAN HOTEL DI ASIA PASIFIK TAHUN 2013
...................................................... Error! Bookmark not defined.
GAMBAR 1.2 PERTUMBUHAN JUMLAH KUNJUNGAN WISATAWAN
MANCANEGARA DAN NUSANTARA PENGGUNA JASA
AKOMODASI DI DIY ................ Error! Bookmark not defined.
GAMBAR 1.3 STATISTIK MARKET SHARE HOTEL BINTANG 5 ........... Error!
Bookmark not defined.
DI DIY TAHUN 2013....................... Error! Bookmark not defined.
GAMBAR 2.1 MODEL EMPIRIK HUBUNGAN ANTARA CUSTOMER
EXPERIENCE DENGAN EMOTION ........... Error! Bookmark not
defined.
GAMBAR 2.2 MODEL THEORY OF PLANNED BEHAVIOR (TPB) .......... Error!
Bookmark not defined.
GAMBAR 2.3 KERANGKA PEMIKIRAN ANALISIS PENGARUH
CUSTOMER SERVICE EXPERIENCE TERHADAP BEHAVIOR
INTENTIONS TAMU SHERATON MUSTIKA YOGYAKARTA
RESORT AND SPA.......................... Error! Bookmark not defined.
GAMBAR 2.4 PARADIGMA PENELITIAN ANALISIS PENGARUH
CUSTOMER SERVICE EXPERIENCE TERHADAP BEHAVIOR
INTENTIONS TAMU SHERATON MUSTIKA YOGYAKARTA
RESORT AND SPA.......................... Error! Bookmark not defined.
GAMBAR 3.1 REGRESI BERGANDA ................... Error! Bookmark not defined.
GAMBAR 4.1 STRUKTUR ORGANISASI SHERATON MUSTIKA
YOGYAKARTA RESORT AND SPA ......... Error! Bookmark not
defined.
GAMBAR 4.2 KEPERLUAN TAMU MENGINAP DI SERATON MUSTIKA
YOGYAKARTA............................... Error! Bookmark not defined.
GAMBAR 4.3 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP
DENGAN LAMA WAKTU MENGINAP .... Error! Bookmark not
defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
GAMBAR 4.4 CUSTOMER SERVICE EXPERIENCE PADA GARIS
KONTINUM ..................................... Error! Bookmark not defined.
GAMBAR 4.5 BEHAVIOR INTENTIONS TAMU SHERATON MUSTIKA
YOGYAKARTA............................... Error! Bookmark not defined.
GAMBAR 4.6 HISTOGRAM DEPENDENT VARIABLE BEHAVIOR
INTENTIONS .................................... Error! Bookmark not defined.
GAMBAR 4.7 NORMAL PROBABILITY PLOT ....... Error! Bookmark not defined.
GAMBAR 4.8 SUMMARY NORMALITAS VARIABEL ...... Error! Bookmark not
defined.
GAMBAR 4.9 HASIL UJI ASUMSI HETEROSKEDASTISITAS ............... Error!
Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
ABSTRAK
........................................................... Error! Bookmark not defined.
ABSTRACT
........................................................... Error! Bookmark not defined.
KATA PENGANTAR ............................................... Error! Bookmark not defined.
UCAPAN TERIMA KASIH..................................... Error! Bookmark not defined.
DAFTAR ISI .........................................................................................................i
DAFTAR TABEL..................................................................................................vi
DAFTAR GAMBAR ..............................................................................................9
BAB I PENDAHULUAN .......................................... Error! Bookmark not defined.
1.1 Latar Belakang Penelitian ................... Error! Bookmark not defined.
1.1 Rumusan Masalah ............................... Error! Bookmark not defined.
1.2 Tujuan Penelitian................................. Error! Bookmark not defined.
1.3 Kegunaan Penelitian............................ Error! Bookmark not defined.
BAB II KAJIAN PUSTAKA,KERANGKA PEMIKIRAN DAN
HIPOTESIS.................................................... Error! Bookmark not defined.
2.1. Kajian Pustaka ..................................... Error! Bookmark not defined.
2.1.1 Konsep Kepariwisataan ..................... Error! Bookmark not defined.
2.1.1.1 Konsep Industri Pariwisata.............. Error! Bookmark not defined.
2.1.1.2 Usaha Pariwisata ............................. Error! Bookmark not defined.
2.1.1.3 Konsep Hotel ................................... Error! Bookmark not defined.
2.1.2 Konsep Customer Service Experience dalam Pemasaran Hotel. Error!
Bookmark not defined.
2.1.2.1 Manajemen Pemasaran Jasa ............ Error! Bookmark not defined.
2.1.2.2 Pemasaran Jasa Perhotelan .............. Error! Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
2.1.2.3 Pengertian Customer Service Experience ......Error! Bookmark not
defined.
2.1.2.4 Dimensi Customer Service Experience ..........Error! Bookmark not
defined.
2.1.3 Konsep Behavior Intentions .............. Error! Bookmark not defined.
2.1.3.1 Theory of Planned Behavior (TPB). Error! Bookmark not defined.
2.1.3.2 Pengertian Behavior Intentions ....... Error! Bookmark not defined.
2.1.3.3 Dimensi Behavior Intentions........... Error! Bookmark not defined.
2.1.4 Pengaruh Customer Service Experience terhadap Behavior
Intentions........................................... Error! Bookmark not defined.
2.1.5 Orisinalitas Penelitian........................ Error! Bookmark not defined.
2.2 Kerangka Pemikiran ............................. Error! Bookmark not defined.
BAB III OBJEK DAN METODE PENELITIAN .. Error! Bookmark not defined.
3.1. Objek Penelitian .................................. Error! Bookmark not defined.
3.2. Metode Penelitian................................ Error! Bookmark not defined.
3.2.1. Jenis Penelitian dan Metode yang Digunakan . Error! Bookmark not
defined.
3.2.2. Operasionalisasi Variabel ................. Error! Bookmark not defined.
3.2.3. Jenis dan Sumber Data ...................... Error! Bookmark not defined.
3.2.4. Populasi, Sampel dan Teknik Sampling .......... Error! Bookmark not
defined.
3.2.4.1.Populasi ........................................... Error! Bookmark not defined.
3.2.4.2. Sampel ............................................ Error! Bookmark not defined.
3.2.4.3.Teknik Sampling ............................. Error! Bookmark not defined.
3.2.5. Teknik Pengumpulan Data................ Error! Bookmark not defined.
3.2.6. Pengujian Validitas dan Reliabilitas . Error! Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
3.2.6.1. Hasil Pengujian Validitas ............... Error! Bookmark not defined.
3.2.6.2. Hasil Pengujian Reliabilitas ........... Error! Bookmark not defined.
3.2.7 Rancangan Analisis Data .................. Error! Bookmark not defined.
3.2.7.1 Rancangan Analisis Deskriptif........ Error! Bookmark not defined.
3.2.7.2 Rancangan Analisis Verifikatif ....... Error! Bookmark not defined.
3.2.7.3 Regresi Berganda (Multiple Regression) .......Error! Bookmark not
defined.
3.2.7.4 Pengujian Hipotesis......................... Error! Bookmark not defined.
BAB IV HASIL PENELITIAN DAN PEMBAHASAN ..... Error! Bookmark not
defined.
4.1 Profil Perusahaan dan Tamu Sheraton Mustika Yogyakarta ......... Error!
Bookmark not defined.
4.1.1 Profil Perusahaan ............................... Error! Bookmark not defined.
4.1.1.1 Identitas Perusahaan ........................ Error! Bookmark not defined.
4.1.1.2 Sejarah Singkat Sheraton Mustika Yogyakarta.... Error! Bookmark
not defined.
4.1.1.2.1 Sejarah Sheraton Internasional ......... Error! Bookmark not defined.
4.1.1.2.2 Sejarah Sheraton Mustika Yogyakarta Resort and Spa ............. Error!
Bookmark not defined.
4.1.1.3 Produk dan Jasa yang Ditawarkan .. Error! Bookmark not defined.
4.1.1.3.1 Kamar ............................................ Error! Bookmark not defined.
4.1.1.3.2 Function and Meeting Rooms ........... Error! Bookmark not defined.
4.1.1.3.3 Food and Beverage Venues .............. Error! Bookmark not defined.
4.1.1.3.4 Spa and Health................................ Error! Bookmark not defined.
4.1.1.3.5 Fasilitas Lainnya ............................. Error! Bookmark not defined.
4.1.1.3.6 Packages ........................................ Error! Bookmark not defined.
4.1.1.4. Struktur Organisasi Perusahaan ..... Error! Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.1.2 Profil Tamu Sheraton Mustika Yogyakarta Resort and Spa ...... Error!
Bookmark not defined.
4.1.2.1 Profil Tamu yang Menginap di Sheraton Mustika Yogyakarta
........................................................ Error! Bookmark not defined.
Berdasarkan Keperluan Menginap.... Error! Bookmark not defined.
4.1.2.2 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta
Resort and Spa berdasarkan Jenis Kelamin dan Usia.............. Error!
Bookmark not defined.
4.1.2.3 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta
Resort and Spa berdasarkan Pendidikan dan Pekerjaan .......... Error!
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4.1.2.4 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta
Resort and Spa berdasarkan Penghasilan dan Pengeluaran Selama
Menginap ........................................ Error! Bookmark not defined.
4.1.2.5 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta
Resort and Spa berdasarkan Asal Tinggal ....Error! Bookmark not
defined.
4.1.2.6 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta
........................................................ Error! Bookmark not defined.
Resort and Spa Berdasarkan Lama Waktu Menginap ...... Error! Bookmark
not defined.
4.1.2.7 Alasan Tamu Menginap di Sheraton Mustika Yogyakarta Resort
and Spa ........................................... Error! Bookmark not defined.
4.2 Pelaksanaan Customer Service Experience di Sheraton Mustika.. Error!
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Yogyakarta Resort and Spa ................. Error! Bookmark not defined.
4.2.1 Sub Variabel Organised .................... Error! Bookmark not defined.
4.2.2 Sub Variabel Welcoming ................... Error! Bookmark not defined.
4.2.3 Sub Variabel Recognition .................. Error! Bookmark not defined.
4.2.4 Sub Variabel Communication............ Error! Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.2.5 Sub Variabel Empathy ....................... Error! Bookmark not defined.
4.2.6 Sub Variabel Helpful ......................... Error! Bookmark not defined.
4.2.7 Rekapitulasi Hasil Tanggapan Tamu terhadap Pelaksanaan
Customer Service Experience di Sheraton Mustika Yogyakarta
Resort and Spa .................................. Error! Bookmark not defined.
4.3 Behavior Intentions di Sheraton Mustika Yogyakarta Resort and Spa
........................................................... Error! Bookmark not defined.
4.3.1 Behavior Intentions berdasarkan Stay Longer di Sheraton Mustika
Yogyakarta Resort and Spa............... Error! Bookmark not defined.
4.3.2 Behavior Intentions berdasarkan Willingness to Recommend di
Sheraton Mustika Yogyakarta Resort and Spa Error! Bookmark not
defined.
4.3.3 Behavior Intentions berdasarkan Repurchasing Intention di Sheraton
Mustika Yogyakarta Resort and Spa. Error! Bookmark not defined.
4.3.4 Rekapitulasi Hasil Tanggapan Tamu Mengenai Behavior Intentions
di Sheraton Mustika Yogyakarta Resort and Spa ...Error! Bookmark
not defined.
4.4 Pengaruh Customer Service Experience terhadap Behavior Intentions
Tamu Sheraton Mustika Yogyakarta Resort and Spa ................ Error!
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4.4.1 Hasil Pengujian Uji Klasik dan Regresi ........... Error! Bookmark not
defined.
4.4.1.1 Hasil Uji Autokorelasi..................... Error! Bookmark not defined.
4.4.1.2 Hasil Uji Asumsi Normalitas .......... Error! Bookmark not defined.
4.4.1.3 Hasil Uji Asumsi Heteroskedastisitas ............Error! Bookmark not
defined.
4.4.1.4 Hasil Uji Asumsi Multikolinearitas. Error! Bookmark not defined.
4.4.1.5 Koefisien Korelasi dan Koefisien Determinasi .... Error! Bookmark
not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.4.1.6 Pengujian Model FIT dengan Data (ANOVA/Uji F)............... Error!
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4.4.1.7 Pengujian Hipotesis dan Uji Signifikansi Secara Parsial (Uji t)
........................................................ Error! Bookmark not defined.
4.4.1.8 Model Persamaan Regresi Berganda Pengaruh Customer Service
Experience terhadap Behavior Intentions......Error! Bookmark not
defined.
4.5 Implikasi Hasil Temuan Penelitian ...... Error! Bookmark not defined.
4.5.1 Temuan Teoritik ................................ Error! Bookmark not defined.
4.5.2 Temuan Empirik ................................ Error! Bookmark not defined.
BAB V KESIMPULAN DAN REKOMENDASI ... Error! Bookmark not defined.
5.1 Kesimpulan ........................................... Error! Bookmark not defined.
5.2 Rekomendasi ........................................ Error! Bookmark not defined.
DAFTAR PUSTAKA ................................................ Error! Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR TABEL
TABEL 1.1 PERTUMBUHAN HOTEL DI INDONESIA .. Error! Bookmark not
defined.
TABEL 1.2 OVERALL INDONESIA HOTEL PERFORMANCE ................... Error!
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TABEL 1.3 PENJUALAN KAMAR (ROOM SALES) HOTEL BINTANG DI
DIY TAHUN 2009-2012 ............. Error! Bookmark not defined.
TABEL 1.4 PERKEMBANGAN LAMA TINGGAL WISATAWAN DI DIY
TAHUN 2010-2013 (PER MALAM) ......... Error! Bookmark not
defined.
TABEL 1.5 STATISTIK HOTEL BINTANG 5 DI DIY TAHUN 2012-2013
...................................................... Error! Bookmark not defined.
TABEL 1.6 TINGKAT HUNIAN KAMAR DI SHERATON MUSTIKA
YOGYAKARTA BERDASARKAN MARKET SEGMENT
TAHUN 2010-2013...................... Error! Bookmark not defined.
TABEL 1.7 REKAPITULASI SURVEY TAMU INDIVIDU MELALUI SURAT
ELEKTRONIK SHERATON MUSTIKA YOGYAKARTA
...................................................... Error! Bookmark not defined.
TABEL 1.8 IMPLEMENTASI CUSTOMER SERVICE EXPERIENCE DI
SHERATON MUSTIKA YOGYAKARTA ......Error! Bookmark
not defined.
TABEL 2.1 DEFINISI CUSTOMER SERVICE EXPERIENCE MENURUT
PARA AHLI................................. Error! Bookmark not defined.
TABEL 2.2 DEFINISI BEHAVIOR INTENTIONS MENURUT PARA AHLI
...................................................... Error! Bookmark not defined.
TABEL 2.3 RESUME PENELITIAN TERDAHULU DAN ORISINALITAS
PENELITIAN............................... Error! Bookmark not defined.
TABEL 3.1 OPERASIONALISASI VARIABEL Error! Bookmark not defined.
TABEL 3.2 JENIS DAN SUMBER DATA .......... Error! Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
TABEL 3.3 TEKNIK PENGUMPULAN DATA DIKAITKAN DENGAN
TUJUAN PENELITIAN .............. Error! Bookmark not defined.
TABEL 3.4 PEDOMAN UNTUK MEMBERIKAN INTERPRETASI
KOEFISIEN KORELASI ............ Error! Bookmark not defined.
TABEL 3.5 HASIL PENGUJIAN VALIDITAS ... Error! Bookmark not defined.
TABEL 3.6 HASIL UJI RELIABILITAS INSTRUMEN PENELITIAN ...... Error!
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TABEL 4.1 JENIS KAMAR DI SHERATON MUSTIKA YOGYAKARTA
RESORT AND SPA..................... Error! Bookmark not defined.
TABEL 4.2 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP
DENGAN JENIS KELAMIN DAN USIA . Error! Bookmark not
defined.
TABEL 4.3 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP
DENGAN PENDIDIKAN DAN PEKERJAAN ................... Error!
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TABEL 4.4 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP
DENGAN PENGHASILAN DAN PENGELUARAN DI HOTEL
...................................................... Error! Bookmark not defined.
TABEL 4.5 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP
DENGAN ASAL TINGGAL....... Error! Bookmark not defined.
TABEL 4.6 ALASAN TAMU MENGINAP DI SHERATON MUSTIKA
YOGYAKARTA.......................... Error! Bookmark not defined.
TABEL 4.7 TANGGAPAN TAMU INDIVIDU TERHADAP ORGANISED
...................................................... Error! Bookmark not defined.
TABEL 4.8 TANGGAPAN TAMU INDIVIDU TERHADAP WELCOMING
...................................................... Error! Bookmark not defined.
TABEL 4.9 TANGGAPAN TAMU INDIVIDU TERHADAP
RECOGNITION ........................... Error! Bookmark not defined.
TABEL 4.10 TANGGAPAN TAMU INDIVIDU TERHADAP
COMMUNICATION..................... Error! Bookmark not defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
TABEL 4.11 TANGGAPAN TAMU INDIVIDU TERHADAP EMPATHY. Error!
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TABEL 4.12 TANGGAPAN TAMU INDIVIDU TERHADAP HELPFUL . Error!
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TABEL 4.13 REKAPITULASI HASIL TANGGAPAN TAMU INDIVIDU
TERHADAP CUSTOMER SERVICE EXPERIENCE .......... Error!
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TABEL 4.14 TANGGAPAN TAMU INDIVIDU TERHADAP BEHAVIOR
INTENTIONS BERDASARKAN STAY LONGER ............... Error!
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TABEL 4.15 TANGGAPAN TAMU INDIVIDU TERHADAP BEHAVIOR
INTENTIONS BERDASARKAN WILLINGNESS TO
RECOMMEND ............................. Error! Bookmark not defined.
TABEL 4.16 TANGGAPAN TAMU INDIVIDU TERHADAP BEHAVIOR
INTENTIONS BERDASARKAN REPURCHASING INTENTION
...................................................... Error! Bookmark not defined.
TABEL 4.17 REKAPITULASI HASIL TANGGAPAN TAMU INDIVIDU
TERHADAP BEHAVIOR INTENTIONS.... Error! Bookmark not
defined.
TABEL 4.18 TABEL AUTOKORELASI DURBIN WATSON.Error! Bookmark
not defined.
TABEL 4.19 NORMALITAS DENGAN KOLMOGROV SMIRNOV ........ Error!
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TABEL 4.20 HASIL UJI ASUMSI MULTIKOLINEARITAS ..Error! Bookmark
not defined.
TABEL 4.21 HASIL ANALISIS CUSTOMER SERVICE EXPERIENCE
TERHADAP BEHAVIOR INTENTIONS.... Error! Bookmark not
defined.
TABEL 4.22 HASIL OUTPUT ANOVA .............. Error! Bookmark not defined.
TABEL 4.23 HASIL ANALISIS KOEFISIEN REGRESI... Error! Bookmark not
defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR GAMBAR
GAMBAR 1.1 PERTUMBUHAN HOTEL DI ASIA PASIFIK TAHUN 2013
...................................................... Error! Bookmark not defined.
GAMBAR 1.2 PERTUMBUHAN JUMLAH KUNJUNGAN WISATAWAN
MANCANEGARA DAN NUSANTARA PENGGUNA JASA
AKOMODASI DI DIY ................ Error! Bookmark not defined.
GAMBAR 1.3 STATISTIK MARKET SHARE HOTEL BINTANG 5 ........... Error!
Bookmark not defined.
DI DIY TAHUN 2013....................... Error! Bookmark not defined.
GAMBAR 2.1 MODEL EMPIRIK HUBUNGAN ANTARA CUSTOMER
EXPERIENCE DENGAN EMOTION ........... Error! Bookmark not
defined.
GAMBAR 2.2 MODEL THEORY OF PLANNED BEHAVIOR (TPB) .......... Error!
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GAMBAR 2.3 KERANGKA PEMIKIRAN ANALISIS PENGARUH
CUSTOMER SERVICE EXPERIENCE TERHADAP BEHAVIOR
INTENTIONS TAMU SHERATON MUSTIKA YOGYAKARTA
RESORT AND SPA.......................... Error! Bookmark not defined.
GAMBAR 2.4 PARADIGMA PENELITIAN ANALISIS PENGARUH
CUSTOMER SERVICE EXPERIENCE TERHADAP BEHAVIOR
INTENTIONS TAMU SHERATON MUSTIKA YOGYAKARTA
RESORT AND SPA.......................... Error! Bookmark not defined.
GAMBAR 3.1 REGRESI BERGANDA ................... Error! Bookmark not defined.
GAMBAR 4.1 STRUKTUR ORGANISASI SHERATON MUSTIKA
YOGYAKARTA RESORT AND SPA ......... Error! Bookmark not
defined.
GAMBAR 4.2 KEPERLUAN TAMU MENGINAP DI SERATON MUSTIKA
YOGYAKARTA............................... Error! Bookmark not defined.
GAMBAR 4.3 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP
DENGAN LAMA WAKTU MENGINAP .... Error! Bookmark not
defined.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
GAMBAR 4.4 CUSTOMER SERVICE EXPERIENCE PADA GARIS
KONTINUM ..................................... Error! Bookmark not defined.
GAMBAR 4.5 BEHAVIOR INTENTIONS TAMU SHERATON MUSTIKA
YOGYAKARTA............................... Error! Bookmark not defined.
GAMBAR 4.6 HISTOGRAM DEPENDENT VARIABLE BEHAVIOR
INTENTIONS .................................... Error! Bookmark not defined.
GAMBAR 4.7 NORMAL PROBABILITY PLOT ....... Error! Bookmark not defined.
GAMBAR 4.8 SUMMARY NORMALITAS VARIABEL ...... Error! Bookmark not
defined.
GAMBAR 4.9 HASIL UJI ASUMSI HETEROSKEDASTISITAS ............... Error!
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Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu