S MPP 1105796 Table of content
DAFTAR ISI
LEMBAR PENGESAHAN
LEMBAR PERNYATAAN
ABSTRAK ............................................................................................................. i
ABSTRACT ........................................................................................................... ii
KATA PENGANTAR ......................................................................................... iii
UCAPAN TERIMA KASIH ............................................................................... iv
DAFTAR ISI ....................................................................................................... vii
DAFTAR GAMBAR ........................................................................................... xi
DAFTAR TABEL ............................................................................................... xii
BAB I PENDAHULUAN
1.1
Latar Belakang Penelitian .............................................................. 1
1.2
Rumusan Masalah ........................................................................ 12
1.3
Tujuan Penelitian ......................................................................... 13
1.4
Kegunaan Penelitian..................................................................... 13
BAB II KAJIAN PUSTAKA, KERANGKA PEMIKIRAN DAN HIPOTESIS
2.1
Kajian Pustaka.............................................................................. 14
2.1.1
Service Convenience .................................................................... 14
2.1.1.1
Service Convenience dalam Service Delivery Process .......... 14
2.1.1.2
Konsep Service Convenience dalam Process ......................... 24
2.1.1.2.1 Konsep Service Convenience dalam Service Delivery
Process............................................................................ 25
2.1.1.3
Konsep Service Convenience .................................................. 27
2.1.1.3.1
Definisi Service Convenience ......................................... 27
2.1.1.3.2
Faktor-faktor yang mempengaruhi Service Convenience 29
2.1.1.3.3
Dimensi Service Convenience ........................................ 30
2.1.2
Keputusan Menginap ................................................................... 32
2.1.2.1
Pengertian Keputusan Menginap ........................................... 32
2.1.2.2
Faktor-faktor yang Mempengaruhi Perilaku Menginap ......... 34
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
vii
2.1.2.3
Dimensi Pengambilan Keputusan Menginap ......................... 36
2.1.3
Pengaruh Service Convenience terhadap Keputusan Menginap .. 41
2.1.4
Orisinalitas Penelitian .................................................................. 43
2.2
Kerangka Pemikiran ..................................................................... 45
2.3
Hipotesis ........................................................................................ 52
BAB III OBJEK DAN METODE PENELITIAN
3.1
Objek Penelitian ............................................................................ 54
3.2
Metodologi Penelitian ................................................................... 55
3.2.1
Jenis Penelitian dan Metode yang Digunakan ........................ 55
3.2.2
Operasionalisasi Variabel........................................................ 56
3.2.3
Jenis dan Sumber Data ............................................................ 60
3.2.4
Populasi, Sampel dan Teknik Sampling.................................. 62
3.2.4.1 Populasi .............................................................................. 62
3.2.4.2 Sampel ................................................................................ 62
3.2.4.3 Teknik Sampling ................................................................ 63
3.2.5 Teknik Pengumpulan Data .......................................................... 65
3.2.6 Pengujian Validitas dan Reliabilitas ........................................... 66
3.2.6.1 Hasil Pengujian Validitas ................................................... 66
3.2.6.2 Hasil Pengujian Reliabilitas ............................................... 69
3.2.7 Rancangan Analisis Data ............................................................ 71
3.2.7.1 Rancangan Analisis Data Deskriptif .................................. 71
3.2.7.2 Rancangan Analisis Data Verifikatif ................................. 72
3.2.7.3 Pengujian Hipotesis............................................................ 73
BAB IV HASIL PENELITIAN DAN PEMBAHASAN
4.1
Profil Tamu Gumilang Regency Hotel ......................................... 78
4.1.1
Profil Gumilang Regency Hotel .............................................. 78
4.1.1.1 Identitas Gumilang Regency Hotel .................................... 78
4.1.1.2 Sejarah Singkat Guilang Regency Hotel ............................ 78
4.1.1.3 Produk dan Jasa yang Ditawarkan ..................................... 79
4.1.2
Responden Gumilang Regency Hotel ..................................... 79
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
viii
4.1.2.1 Karakteristik Responden Berdasarkan Jenis Kelamin dan
Usia ....................................................................................79
4.1.2.2 Karakteristik Responden Berdasarkan Pendidikan .............81
4.1.2.3 Karakteristik Responden Berdasarkan Pekerjaan dan
Pendapatan .........................................................................82
4.1.2.4 Karakteristik Responden Berdasarkan Asal Tinggal ..........83
4.1.2.5 Karakteristik Responden Berdasarkan Lama Menginap .....84
4.1.2.6 Karakteristik Responden Berdasarkan dengan Siapa dan
Tujuan Responden Menginap ............................................85
4.1.2.7 Karakteristik Responden Berdasarkan Sumber Informasi
dan Metode Reservasi ........................................................87
4.1.2.8 Karakteristik Responden Berdasarkan Periode Menginap ..88
4.1.2.9 Karakteristik Responden Berdasarkan Masalah Responden
Ketika Menginap ................................................................89
4.2
Tanggapan Responden Mengenai Pelaksanaan Service
Convenience di Gumilang Regency Hotel .................................... 90
4.2.1
Tanggapan Responden Mengenai Pelaksanaan Decision
Convenience Gumilang Regency Hotel .................................. 91
4.2.2
Tanggapan Responden Mengenai Pelaksanaan Access
Convenience Gumilang Regency Hotel .................................. 92
4.2.3
Tanggapan Responden Mengenai Pelaksanaan Transaction
Convenience Gumilang Regency Hotel .................................. 94
4.2.4
Tanggapan Responden Mengenai Pelaksanaan Benefit
Convenience Gumilang Regency Hotel .................................. 96
4.2.5
Tanggapan Responden Mengenai Pelaksanaan Post-Benefit
Convenience Gumilang Regency Hotel .................................. 97
4.2.6
Rekapitulasi Tanggapan Responden Mengenai Service
Convenience Gumilang Regency Hotel .................................. 98
4.3
Tanggapan Responden Mengenai Keputusan Menginap di
Gumilang Regency Hotel ............................................................ 101
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
ix
4.3.1
Tanggapan Responden Mengenai Keputusan Menginap
Berdasarkan Pemilihan Produk (Product Choice) ................ 101
4.3.2
Tanggapan Responden Mengenai Keputusan Menginap
Berdasarkan Pemilihan Merek (Brand Choice) .................... 103
4.3.3
Tanggapan Responden Mengenai Keputusan Menginap
Berdasarkan Pemilihan Penjual/Penyalur (Dealer Choice) .. 104
4.3.4
Tanggapan Responden Mengenai Keputusan Menginap
Berdasarkan Waktu Pembelian (Purchase Timing) .............. 105
4.3.5
Tanggapan Responden Mengenai Keputusan Menginap
Berdasarkan Jumlah Pembelian (Purchase Amount) ............ 106
4.3.6
Rekapitulasi Tanggapan Responden Mengenai Keputusan
Menginap di Gumilang Regency Hotel................................. 107
4.4
Pengujian Hipotesis ..................................................................... 109
4.4.1
Uji Asumsi Klasik ................................................................. 109
4.4.1.1 Uji Normalitas .................................................................. 109
4.4.1.2 Uji Heteroskedasitas ........................................................ 111
4.4.1.3 Uji Autokorelasi ............................................................... 112
4.4.1.4 Uji Multikolinearitas ........................................................ 112
4.4.2
Hasil Pengujian Koefisien Korelasi dan Determinasi ........... 113
4.4.3
Uji Secara Simultan (Uji f) ................................................... 115
4.4.4
Uji Secara Parsial (Uji t) ....................................................... 116
4.4.5
Model Persamaan Regresi Linear Berganda Pengaruh Service
Convenience Terhadap Keputusan Menginap ....................... 117
4.5
Implikasi Hasil Penelitian ........................................................... 118
4.5.1
Temuan Bersifat Empirik ...................................................... 118
4.5.2
Temuan Bersifat Teoritik ...................................................... 119
BAB V HASIL KESIMPULAN DAN REKOMENDASI
5.1
Kesimpulan ................................................................................. 121
5.2
Rekomendasi ............................................................................... 122
DAFTAR PUSTAKA ........................................................................................ 126
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
x
LAMPIRAN
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
xi
DAFTAR GAMBAR
2.1
Empat Karakteristik Jasa ............................................................................. 17
2.2
Perkembangan Manajemen Pemasaran (Modern Marketing Mix)............. 23
2.3
A Model of Service Convenience.................................................................. 30
2.4
Faktor-Faktor yang Mempengaruhi Tingkah Laku Tamu .......................... 34
2.5
Model Lima Tahap Proses Keputusan Menginap ....................................... 36
2.6
Model Lima Tahap Proses Keputusan Menginap ....................................... 38
2.7
Kerangka Pemikiran Pengaruh Service Convenience Terhadap Keputusan
Menginap Di Gumilsng Regency Hotel ...................................................... 51
2.8
Paradigma Penelitian Pengaruh Service Convenience Terhadap Keputusan
Menginap .................................................................................................... 52
3.1
Regresi Linier Berganda ............................................................................. 75
4.1
Logo Gumilang Regency Hotel .................................................................. 78
4.2
Karakteristik Responden Berdasarkan Jenis Kelamin dan Usia ................. 80
4.3
Karakteristik Responden Berdasarkan Pendidikan Tertinggi ..................... 82
4.4
Karakteristik Responden Berdasarkan Pekerjaan dan Penhasilan .............. 83
4.5
Karakteristik Responden Berdasarkan Asal Tinggal .................................. 84
4.6
Karakteristik Responden Berdasarkan Lama Menginap ............................. 85
4.7
Karakteristik Responden Berdasarkan dengan Siapa dan Tujuan Responden
Menginap ..................................................................................................... 86
4.8
Karakteristik Responden Berdasarkan Sumber Informasi dan Metode
Reservasi ...................................................................................................... 88
4.9
Karakteristik Responden Berdasarkan Periode Menginap ........................... 89
4.10 Karakteristik Responden Berdasarkan Masalah Responden Ketika
Menginap ..................................................................................................... 90
4.11 Garis Kontinum Service Convenience di Gumilang Regency Hotel ........ 100
4.12 Garis Kontinum Keputusan Menginap di Gumilang Regency Hotel ....... 109
4.13 Histogram Dependent Variable Keputusan Menginap ............................. 109
4.14 Normal Probability Plot............................................................................ 110
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
xii
4.15 Scatterplot ................................................................................................. 111
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
xiii
DAFTAR TABEL
1.1
Perkembangan Jumlah Hotel Menurut Jenis Akomodasi Di Indonesia Pada
Tahun 2012-2014 .......................................................................................... 3
1.2
Jumlah Akomodasi Hotel Berbintang Menurut Provinsi Tahun 2012-2014 3
1.3
Pertumbuhan Hotel Berbintang Di Kota Bandung Tahun 2012 – 2014 ....... 5
1.4
Occupancy Hotel Di Bandung Barat Tahun 2012-2014 ............................... 5
1.5
Occupancy dan Average Rate Gumilang Regency Hotel Tahun 2012-2014 6
1.6
Segmentasi Pasar Gumilang Regency Hotel Tahun 2014............................. 7
1.7
Strategi Service Convenience di Gumilang Regency Hotel Tahun ............. 11
2.1
Definisi Keputusan Meniginap Menurut Beberapa Ahli ............................ 33
2.2
Penelitian Terdahulu yang Berkaitan dengan Pengaruh Service Convenience
Terhadap Keputusan Menginap Di Gumilang Regency Hotel .................... 43
3.1
Operasional Variabel ................................................................................... 57
3.2
Jenis Dan Sumber Data ............................................................................... 61
3.3
Interpretasi Besarnya Koefisien Korelasi.................................................... 67
3.4
Hasil Pengujian Validitas Service Convenience dan Keputusan Menginap 68
3.5
Hasil Pengujian Realibilitas Service Convenience dan Keputusan
Menginap ..................................................................................................... 71
4.1
Karakteristik Responden Berdasarkan Jenis Kelamin dan Usia ................. 80
4.2
Karakteristik Responden Berdasarkan Pendidikan Tertinggi ..................... 81
4.3
Karakteristik Responden Berdasarkan Pekerjaan dan Penghasilan ............. 82
4.4
Karakteristik Responden Berdasarkan Asal Tinggal ................................... 83
4.5
Karakteristik Responden Berdasarkan Lama Menginap .............................. 85
4.6
Karakteristik Responden Berdasarkan dengan Siapa dan Tujuan Responden
Menginap ......................................................................................................86
4.7
Karakteristik Responden Berdasarkan Sumber Informasi dan Metode
Reservasi ...................................................................................................... 87
4.8
Karakteristik Responden Berdasarkan Periode ............................................ 88
4.9
Karakteristik Responden Berdasarkan Masalah Ketika Menginap .............. 89
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
xiv
4.10 Tanggapan Responden Mengenai Direct Convenience di Gumilang Regency
Hotel ............................................................................................................. 91
4.11 Tanggapan Responden Mengenai Access Convenience di Gumilang Regency
Hotel ............................................................................................................. 93
4.12 Tanggapan Responden Mengenai Transaction Convenience di Gumilang
Regency Hotel .............................................................................................. 95
4.13 Tanggapan Responden Mengenai Benefit Convenience di Gumilang
Regency Hotel .............................................................................................. 96
4.14 Tanggapan Responden Mengenai Post-Benefit Convenience di Gumilang
Regency Hotel .............................................................................................. 97
4.15 Rekapitulasi Tanggapan Responden Mengenai Service Convenience di
Gumiang Regency Hotel .............................................................................. 98
4.16 Tanggapan Responden Terhadap Keputusan Menginap Berdasarkan
Pemilihan Produk (Product Choice) .......................................................... 102
4.17 Tanggapan Responden Terhadap Keputusan Menginap Berdasarkan
Pemilihan Merek (Brand Choice) .............................................................. 103
4.18 Tanggapan Responden Terhadap Keputusan Menginap Berdasarkan
Pemilihan Penjual/Penyalur (Dealer Choice) ............................................ 104
4.19 Tanggapan Responden Terhadap Keputusan Menginap Berdasarkan Waktu
Pembelian (Purchase Timing) .................................................................... 105
4.20 Tanggapan Responden Terhadap Keputusan Menginap Berdasarkan Jumlah
Pembelian (Purchase Amount)................................................................... 106
4.21 Rekapitulasi Tanggapan Responden Mengenai Keputusan Menginap ...... 107
4.22 Hasil Uji Normalitas .................................................................................. 110
4.23 Hasil Uji Heteroskedastisitas ..................................................................... 111
4.24 Hasil Uji Autokorelasi................................................................................ 112
4.25 Hasil Uji Multikorelalitas........................................................................... 113
4.26 Hasil Uji Koefisien Korelasi ...................................................................... 114
4.27 Hasil Uji Koefisien Determinasi ................................................................ 115
4.28 Hasil Uji Simultan (Uji f)........................................................................... 115
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
xv
4.29 Hasil Uji Parsial (Uji t) .............................................................................. 116
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
xvi
LEMBAR PENGESAHAN
LEMBAR PERNYATAAN
ABSTRAK ............................................................................................................. i
ABSTRACT ........................................................................................................... ii
KATA PENGANTAR ......................................................................................... iii
UCAPAN TERIMA KASIH ............................................................................... iv
DAFTAR ISI ....................................................................................................... vii
DAFTAR GAMBAR ........................................................................................... xi
DAFTAR TABEL ............................................................................................... xii
BAB I PENDAHULUAN
1.1
Latar Belakang Penelitian .............................................................. 1
1.2
Rumusan Masalah ........................................................................ 12
1.3
Tujuan Penelitian ......................................................................... 13
1.4
Kegunaan Penelitian..................................................................... 13
BAB II KAJIAN PUSTAKA, KERANGKA PEMIKIRAN DAN HIPOTESIS
2.1
Kajian Pustaka.............................................................................. 14
2.1.1
Service Convenience .................................................................... 14
2.1.1.1
Service Convenience dalam Service Delivery Process .......... 14
2.1.1.2
Konsep Service Convenience dalam Process ......................... 24
2.1.1.2.1 Konsep Service Convenience dalam Service Delivery
Process............................................................................ 25
2.1.1.3
Konsep Service Convenience .................................................. 27
2.1.1.3.1
Definisi Service Convenience ......................................... 27
2.1.1.3.2
Faktor-faktor yang mempengaruhi Service Convenience 29
2.1.1.3.3
Dimensi Service Convenience ........................................ 30
2.1.2
Keputusan Menginap ................................................................... 32
2.1.2.1
Pengertian Keputusan Menginap ........................................... 32
2.1.2.2
Faktor-faktor yang Mempengaruhi Perilaku Menginap ......... 34
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
vii
2.1.2.3
Dimensi Pengambilan Keputusan Menginap ......................... 36
2.1.3
Pengaruh Service Convenience terhadap Keputusan Menginap .. 41
2.1.4
Orisinalitas Penelitian .................................................................. 43
2.2
Kerangka Pemikiran ..................................................................... 45
2.3
Hipotesis ........................................................................................ 52
BAB III OBJEK DAN METODE PENELITIAN
3.1
Objek Penelitian ............................................................................ 54
3.2
Metodologi Penelitian ................................................................... 55
3.2.1
Jenis Penelitian dan Metode yang Digunakan ........................ 55
3.2.2
Operasionalisasi Variabel........................................................ 56
3.2.3
Jenis dan Sumber Data ............................................................ 60
3.2.4
Populasi, Sampel dan Teknik Sampling.................................. 62
3.2.4.1 Populasi .............................................................................. 62
3.2.4.2 Sampel ................................................................................ 62
3.2.4.3 Teknik Sampling ................................................................ 63
3.2.5 Teknik Pengumpulan Data .......................................................... 65
3.2.6 Pengujian Validitas dan Reliabilitas ........................................... 66
3.2.6.1 Hasil Pengujian Validitas ................................................... 66
3.2.6.2 Hasil Pengujian Reliabilitas ............................................... 69
3.2.7 Rancangan Analisis Data ............................................................ 71
3.2.7.1 Rancangan Analisis Data Deskriptif .................................. 71
3.2.7.2 Rancangan Analisis Data Verifikatif ................................. 72
3.2.7.3 Pengujian Hipotesis............................................................ 73
BAB IV HASIL PENELITIAN DAN PEMBAHASAN
4.1
Profil Tamu Gumilang Regency Hotel ......................................... 78
4.1.1
Profil Gumilang Regency Hotel .............................................. 78
4.1.1.1 Identitas Gumilang Regency Hotel .................................... 78
4.1.1.2 Sejarah Singkat Guilang Regency Hotel ............................ 78
4.1.1.3 Produk dan Jasa yang Ditawarkan ..................................... 79
4.1.2
Responden Gumilang Regency Hotel ..................................... 79
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
viii
4.1.2.1 Karakteristik Responden Berdasarkan Jenis Kelamin dan
Usia ....................................................................................79
4.1.2.2 Karakteristik Responden Berdasarkan Pendidikan .............81
4.1.2.3 Karakteristik Responden Berdasarkan Pekerjaan dan
Pendapatan .........................................................................82
4.1.2.4 Karakteristik Responden Berdasarkan Asal Tinggal ..........83
4.1.2.5 Karakteristik Responden Berdasarkan Lama Menginap .....84
4.1.2.6 Karakteristik Responden Berdasarkan dengan Siapa dan
Tujuan Responden Menginap ............................................85
4.1.2.7 Karakteristik Responden Berdasarkan Sumber Informasi
dan Metode Reservasi ........................................................87
4.1.2.8 Karakteristik Responden Berdasarkan Periode Menginap ..88
4.1.2.9 Karakteristik Responden Berdasarkan Masalah Responden
Ketika Menginap ................................................................89
4.2
Tanggapan Responden Mengenai Pelaksanaan Service
Convenience di Gumilang Regency Hotel .................................... 90
4.2.1
Tanggapan Responden Mengenai Pelaksanaan Decision
Convenience Gumilang Regency Hotel .................................. 91
4.2.2
Tanggapan Responden Mengenai Pelaksanaan Access
Convenience Gumilang Regency Hotel .................................. 92
4.2.3
Tanggapan Responden Mengenai Pelaksanaan Transaction
Convenience Gumilang Regency Hotel .................................. 94
4.2.4
Tanggapan Responden Mengenai Pelaksanaan Benefit
Convenience Gumilang Regency Hotel .................................. 96
4.2.5
Tanggapan Responden Mengenai Pelaksanaan Post-Benefit
Convenience Gumilang Regency Hotel .................................. 97
4.2.6
Rekapitulasi Tanggapan Responden Mengenai Service
Convenience Gumilang Regency Hotel .................................. 98
4.3
Tanggapan Responden Mengenai Keputusan Menginap di
Gumilang Regency Hotel ............................................................ 101
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
ix
4.3.1
Tanggapan Responden Mengenai Keputusan Menginap
Berdasarkan Pemilihan Produk (Product Choice) ................ 101
4.3.2
Tanggapan Responden Mengenai Keputusan Menginap
Berdasarkan Pemilihan Merek (Brand Choice) .................... 103
4.3.3
Tanggapan Responden Mengenai Keputusan Menginap
Berdasarkan Pemilihan Penjual/Penyalur (Dealer Choice) .. 104
4.3.4
Tanggapan Responden Mengenai Keputusan Menginap
Berdasarkan Waktu Pembelian (Purchase Timing) .............. 105
4.3.5
Tanggapan Responden Mengenai Keputusan Menginap
Berdasarkan Jumlah Pembelian (Purchase Amount) ............ 106
4.3.6
Rekapitulasi Tanggapan Responden Mengenai Keputusan
Menginap di Gumilang Regency Hotel................................. 107
4.4
Pengujian Hipotesis ..................................................................... 109
4.4.1
Uji Asumsi Klasik ................................................................. 109
4.4.1.1 Uji Normalitas .................................................................. 109
4.4.1.2 Uji Heteroskedasitas ........................................................ 111
4.4.1.3 Uji Autokorelasi ............................................................... 112
4.4.1.4 Uji Multikolinearitas ........................................................ 112
4.4.2
Hasil Pengujian Koefisien Korelasi dan Determinasi ........... 113
4.4.3
Uji Secara Simultan (Uji f) ................................................... 115
4.4.4
Uji Secara Parsial (Uji t) ....................................................... 116
4.4.5
Model Persamaan Regresi Linear Berganda Pengaruh Service
Convenience Terhadap Keputusan Menginap ....................... 117
4.5
Implikasi Hasil Penelitian ........................................................... 118
4.5.1
Temuan Bersifat Empirik ...................................................... 118
4.5.2
Temuan Bersifat Teoritik ...................................................... 119
BAB V HASIL KESIMPULAN DAN REKOMENDASI
5.1
Kesimpulan ................................................................................. 121
5.2
Rekomendasi ............................................................................... 122
DAFTAR PUSTAKA ........................................................................................ 126
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
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LAMPIRAN
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
xi
DAFTAR GAMBAR
2.1
Empat Karakteristik Jasa ............................................................................. 17
2.2
Perkembangan Manajemen Pemasaran (Modern Marketing Mix)............. 23
2.3
A Model of Service Convenience.................................................................. 30
2.4
Faktor-Faktor yang Mempengaruhi Tingkah Laku Tamu .......................... 34
2.5
Model Lima Tahap Proses Keputusan Menginap ....................................... 36
2.6
Model Lima Tahap Proses Keputusan Menginap ....................................... 38
2.7
Kerangka Pemikiran Pengaruh Service Convenience Terhadap Keputusan
Menginap Di Gumilsng Regency Hotel ...................................................... 51
2.8
Paradigma Penelitian Pengaruh Service Convenience Terhadap Keputusan
Menginap .................................................................................................... 52
3.1
Regresi Linier Berganda ............................................................................. 75
4.1
Logo Gumilang Regency Hotel .................................................................. 78
4.2
Karakteristik Responden Berdasarkan Jenis Kelamin dan Usia ................. 80
4.3
Karakteristik Responden Berdasarkan Pendidikan Tertinggi ..................... 82
4.4
Karakteristik Responden Berdasarkan Pekerjaan dan Penhasilan .............. 83
4.5
Karakteristik Responden Berdasarkan Asal Tinggal .................................. 84
4.6
Karakteristik Responden Berdasarkan Lama Menginap ............................. 85
4.7
Karakteristik Responden Berdasarkan dengan Siapa dan Tujuan Responden
Menginap ..................................................................................................... 86
4.8
Karakteristik Responden Berdasarkan Sumber Informasi dan Metode
Reservasi ...................................................................................................... 88
4.9
Karakteristik Responden Berdasarkan Periode Menginap ........................... 89
4.10 Karakteristik Responden Berdasarkan Masalah Responden Ketika
Menginap ..................................................................................................... 90
4.11 Garis Kontinum Service Convenience di Gumilang Regency Hotel ........ 100
4.12 Garis Kontinum Keputusan Menginap di Gumilang Regency Hotel ....... 109
4.13 Histogram Dependent Variable Keputusan Menginap ............................. 109
4.14 Normal Probability Plot............................................................................ 110
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
xii
4.15 Scatterplot ................................................................................................. 111
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
xiii
DAFTAR TABEL
1.1
Perkembangan Jumlah Hotel Menurut Jenis Akomodasi Di Indonesia Pada
Tahun 2012-2014 .......................................................................................... 3
1.2
Jumlah Akomodasi Hotel Berbintang Menurut Provinsi Tahun 2012-2014 3
1.3
Pertumbuhan Hotel Berbintang Di Kota Bandung Tahun 2012 – 2014 ....... 5
1.4
Occupancy Hotel Di Bandung Barat Tahun 2012-2014 ............................... 5
1.5
Occupancy dan Average Rate Gumilang Regency Hotel Tahun 2012-2014 6
1.6
Segmentasi Pasar Gumilang Regency Hotel Tahun 2014............................. 7
1.7
Strategi Service Convenience di Gumilang Regency Hotel Tahun ............. 11
2.1
Definisi Keputusan Meniginap Menurut Beberapa Ahli ............................ 33
2.2
Penelitian Terdahulu yang Berkaitan dengan Pengaruh Service Convenience
Terhadap Keputusan Menginap Di Gumilang Regency Hotel .................... 43
3.1
Operasional Variabel ................................................................................... 57
3.2
Jenis Dan Sumber Data ............................................................................... 61
3.3
Interpretasi Besarnya Koefisien Korelasi.................................................... 67
3.4
Hasil Pengujian Validitas Service Convenience dan Keputusan Menginap 68
3.5
Hasil Pengujian Realibilitas Service Convenience dan Keputusan
Menginap ..................................................................................................... 71
4.1
Karakteristik Responden Berdasarkan Jenis Kelamin dan Usia ................. 80
4.2
Karakteristik Responden Berdasarkan Pendidikan Tertinggi ..................... 81
4.3
Karakteristik Responden Berdasarkan Pekerjaan dan Penghasilan ............. 82
4.4
Karakteristik Responden Berdasarkan Asal Tinggal ................................... 83
4.5
Karakteristik Responden Berdasarkan Lama Menginap .............................. 85
4.6
Karakteristik Responden Berdasarkan dengan Siapa dan Tujuan Responden
Menginap ......................................................................................................86
4.7
Karakteristik Responden Berdasarkan Sumber Informasi dan Metode
Reservasi ...................................................................................................... 87
4.8
Karakteristik Responden Berdasarkan Periode ............................................ 88
4.9
Karakteristik Responden Berdasarkan Masalah Ketika Menginap .............. 89
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
xiv
4.10 Tanggapan Responden Mengenai Direct Convenience di Gumilang Regency
Hotel ............................................................................................................. 91
4.11 Tanggapan Responden Mengenai Access Convenience di Gumilang Regency
Hotel ............................................................................................................. 93
4.12 Tanggapan Responden Mengenai Transaction Convenience di Gumilang
Regency Hotel .............................................................................................. 95
4.13 Tanggapan Responden Mengenai Benefit Convenience di Gumilang
Regency Hotel .............................................................................................. 96
4.14 Tanggapan Responden Mengenai Post-Benefit Convenience di Gumilang
Regency Hotel .............................................................................................. 97
4.15 Rekapitulasi Tanggapan Responden Mengenai Service Convenience di
Gumiang Regency Hotel .............................................................................. 98
4.16 Tanggapan Responden Terhadap Keputusan Menginap Berdasarkan
Pemilihan Produk (Product Choice) .......................................................... 102
4.17 Tanggapan Responden Terhadap Keputusan Menginap Berdasarkan
Pemilihan Merek (Brand Choice) .............................................................. 103
4.18 Tanggapan Responden Terhadap Keputusan Menginap Berdasarkan
Pemilihan Penjual/Penyalur (Dealer Choice) ............................................ 104
4.19 Tanggapan Responden Terhadap Keputusan Menginap Berdasarkan Waktu
Pembelian (Purchase Timing) .................................................................... 105
4.20 Tanggapan Responden Terhadap Keputusan Menginap Berdasarkan Jumlah
Pembelian (Purchase Amount)................................................................... 106
4.21 Rekapitulasi Tanggapan Responden Mengenai Keputusan Menginap ...... 107
4.22 Hasil Uji Normalitas .................................................................................. 110
4.23 Hasil Uji Heteroskedastisitas ..................................................................... 111
4.24 Hasil Uji Autokorelasi................................................................................ 112
4.25 Hasil Uji Multikorelalitas........................................................................... 113
4.26 Hasil Uji Koefisien Korelasi ...................................................................... 114
4.27 Hasil Uji Koefisien Determinasi ................................................................ 115
4.28 Hasil Uji Simultan (Uji f)........................................................................... 115
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
xv
4.29 Hasil Uji Parsial (Uji t) .............................................................................. 116
Muhammad Indra Septiawan, 2016
PENGARUH SERVICE COVENIENCE TERHADAP KEPUTUSAN TAMU MENGINAP DI GUMILANG
REGENCY HOTEL
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
xvi