S MPP 1106281 Table of Content
DAFTAR ISI
ABSTRAK ..............................................................................................................i
.............................................................................................. ii
ABSTRACT
KATA PENGANTAR ...........................................................................................iii
UCAPAN TERIMA KASIH .................................................................................iv
DAFTAR ISI .......................................................................................................... vii
DAFTAR TABEL ................................................................................................. xii
DAFTAR GAMBAR ............................................................................................ xv
BAB I
PENDAHULUAN
1.1 Latar Belakang Penelitian ................................................................... 1
1.2 Rumusan Masalah .............................................................................. 11
1.3 Tujuan Penelitian................................................................................ 11
1.4 Kegunaan Penelitian .......................................................................... 11
BAB II KAJIAN PUSTAKA, KERANGKA PEMIKIRAN DAN HIPOTESIS
2.1 Kajian Pustaka ................................................................................... 12
2.1.1
Konsep Kepariwisataan ....................................................... 12
2.1.1.1 Pengertian Pariwisata ............................................. 12
2.1.1.2 Industri Pariwisata ................................................. 12
2.1.2
Konsep Hotel ....................................................................... 14
2.1.3
Konsep Service Guarantee .................................................. 16
2.1.3.1 Service Guarantee dalam Pemasaran Jasa Hotel ... 16
2.1.3.2 Service Guarantee ................................................. 24
2.1.3.3
Definisi Service Guarantee .................................. 25
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
2.1.3.4
2.1.4
Dimensi Service Guarantee .................................. 28
Konsep Satisfaction (Kepuasan).......................................... 29
2.1.4.1 Definisi Satisfaction (Kepuasan) ........................... 29
2.1.4.2 Tipe Kepuasan Pelanggan (customer satisfaction) 31
2.1.4.3
Faktor-Faktor Kepuasan Pelanggan ..................... 33
2.1.4.4
Metode Pengukuran Kepuasan Pelanggan ........... 34
2.1.5 Pengaruh Service Guarantee Terhadap Kepuasan
Pelanggan .............................................................................. 36
2.1.6 Orisinalitas Penelitian ........................................................... 38
2.2 Kerangka Pemikiran......................................................................... 40
2.3 Hipotesis .......................................................................................... 42
BAB III OBJEK DAN METODE PENELITIAN
3.1 Objek Penelitian .............................................................................. 45
3.2 Metodologi Penelitian ..................................................................... 45
3.2.1 Jenis dan Metode yang Digunakan ...................................... 45
3.2.2 Operasionalisasi Variabel ..................................................... 46
3.2.3 Jenis dan Sumber Data ......................................................... 49
3.2.4 Populasi, Sampel dan Teknik Sampling ............................... 50
3.2.4.1 Populasi .................................................................. 50
3.2.4.2 Sampel.................................................................... 51
3.2.4.3 Teknik Sampling .................................................... 52
3.2.5 Teknik Pengumpulan Data .................................................... 52
3.2.6 Pengujian Validitas dan Reliabilitas ...................................... 53
3.2.6.1 Pengujian Validitas ............................................... 53
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
3.2.6.2 Pengujian Reliabilitas ........................................... 56
3.2.7 Rancangan Teknik Analisis Data dan Pengujian Hipotesis ... 57
3.2.7.1 Rancangan Analisis Data Deskriptif ..................... 57
3.2.7.2 Rancangan Analisis Data Verifikatif .................... 57
3.2.7.3 Regresi Berganda ................................................... 58
3.2.7.4 Pengujian Hipotesis................................................ 61
BAB IV HASIL PENELITIAN DAN PEMBAHASAN
4.1 Profil Perusahaan dan Tamu Hotel Ibis Bandung Trans Studio ...... 63
4.1.1 Profil Perusahaan ................................................................ 63
4.1.1.1 Identitas Perusahaan .............................................. 63
4.1.1.2 Sejarah Singkat Perusahaan ................................... 64
4.1.1.3 Produk dan Jasa yang Ditawarkan ......................... 64
4.1.1.3.1 Kamar ............................................................ 64
4.1.1.3.2 Restaurant...................................................... 65
4.1.1.3.3 Meeting Room............................................... 66
4.1.1.3.4 Fasilitas Lain ................................................. 66
4.1.2 Karakteristik Responden Hotel Ibis Bandung Trans Studio. 67
4.1.2.1 Karakteristik Responden Berdasarkan Jenis
Kelamin dan Usia ................................................... 67
4.1.2.2 Karakteristik Responden Berdasarkan Jenis Kelamin
dan Pendidikan Tertinggi ...................................... 68
4.1.2.3 Karakteristik Responden Berdasarkan Pekerjaan
Dan Penghasilan ..................................................... 69
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.1.3 Pengalaman Responden Hotel Ibis Bandung Trans Studio .. 71
4.1.3.1 Pengalaman Responden Berdasarkan Bersama Siapa
Menginap di Hotel Ibis Bandung Trans Studio ....... 71
4.1.3.2 Pengalaman Responden Berdasarkan Lama Menginap
di Hotel Ibis Bandung Trans Studio ........................ 72
4.1.3.3 Pengalaman Responden Berdasarkan Berapa Kali
Dalam Setahun Menginap di Hotel Ibis Bandung
Trans Studio............................................................. 73
4.1.3.4 Pengalaman Responden Berdasarkan Alasan Utama
Menginap di Hotel Ibis Bandung Trans Studio ....... 74
4.1.3.5 Pengalaman Responden Berdasarkan Keperluan
Menginap di Hotel Ibis Bandung Trans Studio ....... 75
4.2 Tanggapan Responden Terhadap Service Guarantee yang di
Harapkan (Expected) di Hotel Ibis Bandung Trans Studio .............. 77
4.2.1 Tanggapan Responden Tentang Rules yang Diharapkan
(Expected) di Hotel Ibis Bandung Trans Studio ................... 77
4.2.2 Tanggapan Responden Tentang Information yang Diharapkan
(Expected) di Hotel Ibis Bandung Trans Studio ................... 78
4.2.3 Tanggapan Responden Tentang Treatment yang Diharapkan
(Expected) di Hotel Ibis Bandung Trans Studio ................... 80
4.2.4 Tanggapan Responden Tentang Time yang Diharapkan
(Expected) di Hotel Ibis Bandung Trans Studio ................... 81
4.2.5 Rekapitulasi Tanggapan Responden Terhadap Service
Guarantee yang di Harapkan (Expected) ............................. 82
4.3 Tanggapan Responden Terhadap Service Guarantee yang di
Terima (Perceived) di Hotel Ibis Bandung Trans Studio ................ 83
4.3.1 Tanggapan Responden Tentang Rules yang Diterima
(Perceived) di Hotel Ibis Bandung Trans Studio .................. 84
4.3.2
Tanggapan Responden Tentang Information yang Diterima
(Perceived) di Hotel Ibis Bandung Trans Studio .................. 85
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.3.3 Tanggapan Responden Tentang Treatment yang Diterima
(Perceived) di Hotel Ibis Bandung Trans Studio .................. 86
4.3.4 Tanggapan Responden Tentang Time yang Diterima
(Perceived) di Hotel Ibis Bandung Trans Studio .................. 88
4.3.5 Rekapitulasi Tanggapan Responden Terhadap Service
Guarantee yang Diterima (Perceived) ................................ 89
4.4
Kepuasan Responden Terhadap Service Guarantee di Hotel Ibis
Bandung Trans Studio ..................................................................... 91
4.4.1
Kepuasan Responden Terhadap Rules di Hotel Ibis Bandung
Trans Studio......................................................................... 91
4.4.2
Kepuasan Responden Terhadap Information di Hotel Ibis
Bandung Trans Studio ......................................................... 92
4.4.3
Kepuasan Responden Terhadap Treatement di Hotel Ibis
Bandung Trans Studo .......................................................... 93
4.4.4
Kepuasan Responden Terhadap Time di Hotel Ibis Bandung
Trans Studio ......................................................................... 94
4.4.5
Rekapitulasi Dimensi Kepuasan Terhadap Service Guarantee
di Hotel Ibis Bandung Trans Studio..................................... 95
4.5 Pengaruh Service Guarantee Terhadap Kepuasan di Hotel Ibis
Bandung Trans Studio...................................................................... 96
4.5.1
Hasil Uji Asumsi Regresi..................................................... 96
4.5.1.1 Uji Asumsi Normalitas .......................................... 96
4.5.1.2 Uji Asumsi Multikolineritas .................................. 97
4.5.1.3 Uji Asumsi Heteroskedastisitas ............................. 98
4.5.2
Hasil Uji Korelasi dan Koefisien Determinasi..................... 99
4.5.3
Pengujian Hipotesis Secara Simultan ................................. 100
4.5.4
Pengujian Hipotesis Secara Parsial .................................... 101
4.5.5
Model Persamaan Regresi.................................................. 103
Fitri Ismawati, 2016
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Di Hotel Ibis Bandung Trans Studio
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4.6 Implikasi Hasil Temuan Penelitian ................................................. 103
4.6.1
Temuan Penelitian Bersifat Teoritik .................................. 103
4.6.2
Temuan Penelitian Bersifat Empirik ................................. 104
BAB V KESIMPULAN DAN REKOMENDASI
5.1
Kesimpulan ................................................................................... 105
5.2
Rekomendasi ................................................................................. 106
DAFTAR PUSTAKA ........................................................................................... 107
LAMPIRAN
Fitri Ismawati, 2016
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Di Hotel Ibis Bandung Trans Studio
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DAFTAR TABEL
No.
Tabel
Judul
Hal.
1.1
Kunjungan Wisatawan Mancanegara Ke Indonesia............................ 1
1.2
Kunjungan Wisatawan Mancanegara Ke Jawa Barat ........................ 2
1.3
Pertumbuhan Hotel Berbintang di Kota Bandung............................... 3
1.5
Jaringan Hotel International di Kota Bandung .................................... 4
1.6
Room Occupancy Hotel Ibis Bandung Trans Studio ........................... 5
1.7
Alasan Pelanggan Merasa Tidak Puas di Hotel Ibis Bandung Trans
Studio .................................................................................................. 7
1.8
Implementasi Service Guarantee dalam Program 15 Minutes
Guarantee yang di Lakukan di Hotel Ibis Bandung Trans Studio ..... 10
2.1
Definisi Service Guarantee Menurut Para Ahli ................................. 26
2.2
Dimensi Kepuasan Menurut Para Ahli............................................... 29
2.3
Tipe-Tipe Kepuasan dan Ketidak Puasan Pelanggan ......................... 32
2.4
Pernyataan Kepuasan Pelanggan ........................................................ 35
2.5
Resume Penelitian Terdahulu............................................................. 39
3.1
Operasionalisasi Variabel Penelitian .................................................. 47
3.2
Jenis Dan Sumber Data ...................................................................... 50
3.3
Koefisien Korelasi .............................................................................. 54
3.4
Hasil Uji Validitas Instrumen Penelitian ............................................ 55
3.5
Hasil Uji Reliabilitas Instrumen Penelitian ........................................ 57
3.6
Koefisien Korelasi .............................................................................. 61
4.1
Karakteristik Responden Berdasarkan Jenis Kelamin dan Usia ........ 67
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
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4.2
Karakteristik Responden Berdasarkan Jenis Kelamin dan Pendidikan
Tertinggi ............................................................................................. 68
4.3
Karakteristik Responden Berdasarkan Pekerjaan dan Penghasilan ... 70
4.4
Data Pengalaman Responden Berdasarkan Bersama Siapa Responden
Menginap di Hotel Ibis Bandung Trans Studio .................................. 71
4.5
Data Pengalaman Responden Berdasarkan Lama Menginap di Hotel
Ibis Bandung Trans Studio ................................................................. 72
4.6
Data Pengalaman Responden Berdasarkan Berapa Kali Dalam
Setahun Menginap di Hotel Ibis Bandung Trans Studio .................... 73
4.7
Data Pengalaman Responden Berdasarkan Alasan Utama Menginap
di Hotel Ibis Bandung Trans Studio ................................................... 74
4.8
Data Pengalaman Responden Berdasarkan Keperluan Menginap
di Hotel Ibis Bandung Trans Studio ................................................... 77
4.9
Tanggapan Responden Mengenai Rules yang di Harapkan di Hotel
Ibis Bandung Trans Studio ................................................................. 78
4.10
Tanggapan Responden Mengenai Information yang di Harapkan di
Hotel Ibis Bandung Trans Studio ....................................................... 79
4.11
Tanggapan Responden Mengenai Treatment yang di Harapkan di
Hotel Ibis Bandung Trans Studio ....................................................... 80
4.12
Tanggapan Responden Mengenai Time yang di Harapkan di
Hotel Ibis Bandung Trans Studio ....................................................... 81
4.13
Rekapitulasi Tanggapan Responden Terhadap Service Guarantee
Yang di Harapkan di Hotel Ibis Bandung Trans Studio..................... 82
4.14
Tanggapan Responden Mengenai Rules yang di Terima di Hotel
Ibis Bandung Trans Studio ................................................................. 84
4.15
Tanggapan Responden Mengenai Information yang di Terima di Hotel
Ibis Bandung Trans Studio ................................................................. 86
4.16
Tanggapan Responden Mengenai Tratement yang di Terima di Hotel
Ibis Bandung Trans Studio ................................................................. 87
4.17
Tanggapan Responden Mengenai Time yang di Terima di Hotel
Ibis Bandung Trans Studio ................................................................. 88
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
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4.18
Rekapitulasi Tanggapan Responden Terhadap Service Guarantee yang
Di Terima di Hotel Ibis Bandung Trans Studio ................................. 89
4.19
Kriteria Nilai Customer Satisfaction index ........................................ 91
4.20
Kepuasan Responden di Hotel Ibis Bandung Trans Studio Terhadap
Rules ................................................................................................... 91
4.21
Kepuasan Responden di Hotel Ibis Bandung Trans Studio Terhadap
Information ......................................................................................... 92
4.22
Kepuasan Responden di Hotel Ibis Bandung Trans Studio Terhadap
Treatment ........................................................................................... 93
4.23
Kepuasan Responden di Hotel Ibis Bandung Trans Studio Terhadap
Time .................................................................................................... 94
4.24
Rekapitulasi Kepuasan Responden Terhadap Service Guaranteee di
Hotel Ibis Bandung Trans Studio ....................................................... 95
4.25
Hasil Uji Asumsi Normalitas ............................................................. 97
4.26
Hasil Uji Asumsi Multikolineritas ..................................................... 98
4.27
Hasil Uji Asumsi Heteroskedastisitas ................................................ 99
4.28
Hasil Uji Korelasi dan Koefisien Determinasi .................................. 100
4.29
Hasil Uji Keseluruhan Koefisien Regresi ......................................... 101
4.30
HasilUji Hipotesis Regresi Linear Berganda .................................... 102
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR GAMBAR
No.
Gambar
Judul
Hal.
1.1
Penilaian Kepuasan di Hotel Ibis Bandung Trans Studio Melalui
Medalia ................................................................................................ 6
2.1
Service Marketing Triangle ................................................................ 18
2.2
Service Recovery Strategies ............................................................... 21
2.3
Model diskonfirmasi Ekspektasi ........................................................ 30
2.4
Indirect Benefits of Satisfaction Guarantee ....................................... 37
2.5
Service Guarantee Model ................................................................... 38
2.6
Kerangka Pemikiran Pengaruh Service Guarantee dalam program
15 Minutes Guarantee Terhadap Kepuasan ....................................... 42
2.7
Paradigma Penelitian Service Guarantee Terhadap Customer
Satisfaction ......................................................................................... 43
3.1
Regresi Berganda ............................................................................... 59
4.1
Logo Hotel Ibis Bandung Trans Studio.............................................. 63
4.2
Karakteristik Responden Berdasarkan Jenis Kelamin dan Usia ........ 68
4.3
Karakteristik Responden Berdasarkan Jenis Kelamin dan Pendidikan
Tertinggi ............................................................................................. 69
4.4
Karakteristik Responden Berdasarkan Pekerjaan dan Penghasilan ... 70
4.5
Pengalaman Responden Berdasarkan Bersama Siapa Menginap di
Hotel Ibis Bandung Trans Studio ....................................................... 72
4.6
Pengalaman Responden Berdasarkan Lama Menginap di Hotel Ibis
Bandung Trans Studio ........................................................................ 73
4.7
Pengalaman Responden Berdasarkan Berapa Kali dalam Setahun
Menginap di Hotel Ibis Bandung Trans Studio .................................. 74
4.8
Pengalaman Responden Berdasarkan Alasan Utama Menginap di
Hotel Ibis Bandung Trans Studio ....................................................... 75
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.9
Pengalaman Responden Berdasarkan Keperluan Menginap di Hotel
Ibis Bandung Trans Studio ................................................................. 76
4.10
Service Guarantee yang di Harapkan Pada Garis Kontinum ............. 83
4.11
Service Guarantee yang di Terima Pada Garis Kontinum ................. 90
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
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ABSTRAK ..............................................................................................................i
.............................................................................................. ii
ABSTRACT
KATA PENGANTAR ...........................................................................................iii
UCAPAN TERIMA KASIH .................................................................................iv
DAFTAR ISI .......................................................................................................... vii
DAFTAR TABEL ................................................................................................. xii
DAFTAR GAMBAR ............................................................................................ xv
BAB I
PENDAHULUAN
1.1 Latar Belakang Penelitian ................................................................... 1
1.2 Rumusan Masalah .............................................................................. 11
1.3 Tujuan Penelitian................................................................................ 11
1.4 Kegunaan Penelitian .......................................................................... 11
BAB II KAJIAN PUSTAKA, KERANGKA PEMIKIRAN DAN HIPOTESIS
2.1 Kajian Pustaka ................................................................................... 12
2.1.1
Konsep Kepariwisataan ....................................................... 12
2.1.1.1 Pengertian Pariwisata ............................................. 12
2.1.1.2 Industri Pariwisata ................................................. 12
2.1.2
Konsep Hotel ....................................................................... 14
2.1.3
Konsep Service Guarantee .................................................. 16
2.1.3.1 Service Guarantee dalam Pemasaran Jasa Hotel ... 16
2.1.3.2 Service Guarantee ................................................. 24
2.1.3.3
Definisi Service Guarantee .................................. 25
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
2.1.3.4
2.1.4
Dimensi Service Guarantee .................................. 28
Konsep Satisfaction (Kepuasan).......................................... 29
2.1.4.1 Definisi Satisfaction (Kepuasan) ........................... 29
2.1.4.2 Tipe Kepuasan Pelanggan (customer satisfaction) 31
2.1.4.3
Faktor-Faktor Kepuasan Pelanggan ..................... 33
2.1.4.4
Metode Pengukuran Kepuasan Pelanggan ........... 34
2.1.5 Pengaruh Service Guarantee Terhadap Kepuasan
Pelanggan .............................................................................. 36
2.1.6 Orisinalitas Penelitian ........................................................... 38
2.2 Kerangka Pemikiran......................................................................... 40
2.3 Hipotesis .......................................................................................... 42
BAB III OBJEK DAN METODE PENELITIAN
3.1 Objek Penelitian .............................................................................. 45
3.2 Metodologi Penelitian ..................................................................... 45
3.2.1 Jenis dan Metode yang Digunakan ...................................... 45
3.2.2 Operasionalisasi Variabel ..................................................... 46
3.2.3 Jenis dan Sumber Data ......................................................... 49
3.2.4 Populasi, Sampel dan Teknik Sampling ............................... 50
3.2.4.1 Populasi .................................................................. 50
3.2.4.2 Sampel.................................................................... 51
3.2.4.3 Teknik Sampling .................................................... 52
3.2.5 Teknik Pengumpulan Data .................................................... 52
3.2.6 Pengujian Validitas dan Reliabilitas ...................................... 53
3.2.6.1 Pengujian Validitas ............................................... 53
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
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3.2.6.2 Pengujian Reliabilitas ........................................... 56
3.2.7 Rancangan Teknik Analisis Data dan Pengujian Hipotesis ... 57
3.2.7.1 Rancangan Analisis Data Deskriptif ..................... 57
3.2.7.2 Rancangan Analisis Data Verifikatif .................... 57
3.2.7.3 Regresi Berganda ................................................... 58
3.2.7.4 Pengujian Hipotesis................................................ 61
BAB IV HASIL PENELITIAN DAN PEMBAHASAN
4.1 Profil Perusahaan dan Tamu Hotel Ibis Bandung Trans Studio ...... 63
4.1.1 Profil Perusahaan ................................................................ 63
4.1.1.1 Identitas Perusahaan .............................................. 63
4.1.1.2 Sejarah Singkat Perusahaan ................................... 64
4.1.1.3 Produk dan Jasa yang Ditawarkan ......................... 64
4.1.1.3.1 Kamar ............................................................ 64
4.1.1.3.2 Restaurant...................................................... 65
4.1.1.3.3 Meeting Room............................................... 66
4.1.1.3.4 Fasilitas Lain ................................................. 66
4.1.2 Karakteristik Responden Hotel Ibis Bandung Trans Studio. 67
4.1.2.1 Karakteristik Responden Berdasarkan Jenis
Kelamin dan Usia ................................................... 67
4.1.2.2 Karakteristik Responden Berdasarkan Jenis Kelamin
dan Pendidikan Tertinggi ...................................... 68
4.1.2.3 Karakteristik Responden Berdasarkan Pekerjaan
Dan Penghasilan ..................................................... 69
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.1.3 Pengalaman Responden Hotel Ibis Bandung Trans Studio .. 71
4.1.3.1 Pengalaman Responden Berdasarkan Bersama Siapa
Menginap di Hotel Ibis Bandung Trans Studio ....... 71
4.1.3.2 Pengalaman Responden Berdasarkan Lama Menginap
di Hotel Ibis Bandung Trans Studio ........................ 72
4.1.3.3 Pengalaman Responden Berdasarkan Berapa Kali
Dalam Setahun Menginap di Hotel Ibis Bandung
Trans Studio............................................................. 73
4.1.3.4 Pengalaman Responden Berdasarkan Alasan Utama
Menginap di Hotel Ibis Bandung Trans Studio ....... 74
4.1.3.5 Pengalaman Responden Berdasarkan Keperluan
Menginap di Hotel Ibis Bandung Trans Studio ....... 75
4.2 Tanggapan Responden Terhadap Service Guarantee yang di
Harapkan (Expected) di Hotel Ibis Bandung Trans Studio .............. 77
4.2.1 Tanggapan Responden Tentang Rules yang Diharapkan
(Expected) di Hotel Ibis Bandung Trans Studio ................... 77
4.2.2 Tanggapan Responden Tentang Information yang Diharapkan
(Expected) di Hotel Ibis Bandung Trans Studio ................... 78
4.2.3 Tanggapan Responden Tentang Treatment yang Diharapkan
(Expected) di Hotel Ibis Bandung Trans Studio ................... 80
4.2.4 Tanggapan Responden Tentang Time yang Diharapkan
(Expected) di Hotel Ibis Bandung Trans Studio ................... 81
4.2.5 Rekapitulasi Tanggapan Responden Terhadap Service
Guarantee yang di Harapkan (Expected) ............................. 82
4.3 Tanggapan Responden Terhadap Service Guarantee yang di
Terima (Perceived) di Hotel Ibis Bandung Trans Studio ................ 83
4.3.1 Tanggapan Responden Tentang Rules yang Diterima
(Perceived) di Hotel Ibis Bandung Trans Studio .................. 84
4.3.2
Tanggapan Responden Tentang Information yang Diterima
(Perceived) di Hotel Ibis Bandung Trans Studio .................. 85
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.3.3 Tanggapan Responden Tentang Treatment yang Diterima
(Perceived) di Hotel Ibis Bandung Trans Studio .................. 86
4.3.4 Tanggapan Responden Tentang Time yang Diterima
(Perceived) di Hotel Ibis Bandung Trans Studio .................. 88
4.3.5 Rekapitulasi Tanggapan Responden Terhadap Service
Guarantee yang Diterima (Perceived) ................................ 89
4.4
Kepuasan Responden Terhadap Service Guarantee di Hotel Ibis
Bandung Trans Studio ..................................................................... 91
4.4.1
Kepuasan Responden Terhadap Rules di Hotel Ibis Bandung
Trans Studio......................................................................... 91
4.4.2
Kepuasan Responden Terhadap Information di Hotel Ibis
Bandung Trans Studio ......................................................... 92
4.4.3
Kepuasan Responden Terhadap Treatement di Hotel Ibis
Bandung Trans Studo .......................................................... 93
4.4.4
Kepuasan Responden Terhadap Time di Hotel Ibis Bandung
Trans Studio ......................................................................... 94
4.4.5
Rekapitulasi Dimensi Kepuasan Terhadap Service Guarantee
di Hotel Ibis Bandung Trans Studio..................................... 95
4.5 Pengaruh Service Guarantee Terhadap Kepuasan di Hotel Ibis
Bandung Trans Studio...................................................................... 96
4.5.1
Hasil Uji Asumsi Regresi..................................................... 96
4.5.1.1 Uji Asumsi Normalitas .......................................... 96
4.5.1.2 Uji Asumsi Multikolineritas .................................. 97
4.5.1.3 Uji Asumsi Heteroskedastisitas ............................. 98
4.5.2
Hasil Uji Korelasi dan Koefisien Determinasi..................... 99
4.5.3
Pengujian Hipotesis Secara Simultan ................................. 100
4.5.4
Pengujian Hipotesis Secara Parsial .................................... 101
4.5.5
Model Persamaan Regresi.................................................. 103
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Di Hotel Ibis Bandung Trans Studio
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4.6 Implikasi Hasil Temuan Penelitian ................................................. 103
4.6.1
Temuan Penelitian Bersifat Teoritik .................................. 103
4.6.2
Temuan Penelitian Bersifat Empirik ................................. 104
BAB V KESIMPULAN DAN REKOMENDASI
5.1
Kesimpulan ................................................................................... 105
5.2
Rekomendasi ................................................................................. 106
DAFTAR PUSTAKA ........................................................................................... 107
LAMPIRAN
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Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
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DAFTAR TABEL
No.
Tabel
Judul
Hal.
1.1
Kunjungan Wisatawan Mancanegara Ke Indonesia............................ 1
1.2
Kunjungan Wisatawan Mancanegara Ke Jawa Barat ........................ 2
1.3
Pertumbuhan Hotel Berbintang di Kota Bandung............................... 3
1.5
Jaringan Hotel International di Kota Bandung .................................... 4
1.6
Room Occupancy Hotel Ibis Bandung Trans Studio ........................... 5
1.7
Alasan Pelanggan Merasa Tidak Puas di Hotel Ibis Bandung Trans
Studio .................................................................................................. 7
1.8
Implementasi Service Guarantee dalam Program 15 Minutes
Guarantee yang di Lakukan di Hotel Ibis Bandung Trans Studio ..... 10
2.1
Definisi Service Guarantee Menurut Para Ahli ................................. 26
2.2
Dimensi Kepuasan Menurut Para Ahli............................................... 29
2.3
Tipe-Tipe Kepuasan dan Ketidak Puasan Pelanggan ......................... 32
2.4
Pernyataan Kepuasan Pelanggan ........................................................ 35
2.5
Resume Penelitian Terdahulu............................................................. 39
3.1
Operasionalisasi Variabel Penelitian .................................................. 47
3.2
Jenis Dan Sumber Data ...................................................................... 50
3.3
Koefisien Korelasi .............................................................................. 54
3.4
Hasil Uji Validitas Instrumen Penelitian ............................................ 55
3.5
Hasil Uji Reliabilitas Instrumen Penelitian ........................................ 57
3.6
Koefisien Korelasi .............................................................................. 61
4.1
Karakteristik Responden Berdasarkan Jenis Kelamin dan Usia ........ 67
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4.2
Karakteristik Responden Berdasarkan Jenis Kelamin dan Pendidikan
Tertinggi ............................................................................................. 68
4.3
Karakteristik Responden Berdasarkan Pekerjaan dan Penghasilan ... 70
4.4
Data Pengalaman Responden Berdasarkan Bersama Siapa Responden
Menginap di Hotel Ibis Bandung Trans Studio .................................. 71
4.5
Data Pengalaman Responden Berdasarkan Lama Menginap di Hotel
Ibis Bandung Trans Studio ................................................................. 72
4.6
Data Pengalaman Responden Berdasarkan Berapa Kali Dalam
Setahun Menginap di Hotel Ibis Bandung Trans Studio .................... 73
4.7
Data Pengalaman Responden Berdasarkan Alasan Utama Menginap
di Hotel Ibis Bandung Trans Studio ................................................... 74
4.8
Data Pengalaman Responden Berdasarkan Keperluan Menginap
di Hotel Ibis Bandung Trans Studio ................................................... 77
4.9
Tanggapan Responden Mengenai Rules yang di Harapkan di Hotel
Ibis Bandung Trans Studio ................................................................. 78
4.10
Tanggapan Responden Mengenai Information yang di Harapkan di
Hotel Ibis Bandung Trans Studio ....................................................... 79
4.11
Tanggapan Responden Mengenai Treatment yang di Harapkan di
Hotel Ibis Bandung Trans Studio ....................................................... 80
4.12
Tanggapan Responden Mengenai Time yang di Harapkan di
Hotel Ibis Bandung Trans Studio ....................................................... 81
4.13
Rekapitulasi Tanggapan Responden Terhadap Service Guarantee
Yang di Harapkan di Hotel Ibis Bandung Trans Studio..................... 82
4.14
Tanggapan Responden Mengenai Rules yang di Terima di Hotel
Ibis Bandung Trans Studio ................................................................. 84
4.15
Tanggapan Responden Mengenai Information yang di Terima di Hotel
Ibis Bandung Trans Studio ................................................................. 86
4.16
Tanggapan Responden Mengenai Tratement yang di Terima di Hotel
Ibis Bandung Trans Studio ................................................................. 87
4.17
Tanggapan Responden Mengenai Time yang di Terima di Hotel
Ibis Bandung Trans Studio ................................................................. 88
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4.18
Rekapitulasi Tanggapan Responden Terhadap Service Guarantee yang
Di Terima di Hotel Ibis Bandung Trans Studio ................................. 89
4.19
Kriteria Nilai Customer Satisfaction index ........................................ 91
4.20
Kepuasan Responden di Hotel Ibis Bandung Trans Studio Terhadap
Rules ................................................................................................... 91
4.21
Kepuasan Responden di Hotel Ibis Bandung Trans Studio Terhadap
Information ......................................................................................... 92
4.22
Kepuasan Responden di Hotel Ibis Bandung Trans Studio Terhadap
Treatment ........................................................................................... 93
4.23
Kepuasan Responden di Hotel Ibis Bandung Trans Studio Terhadap
Time .................................................................................................... 94
4.24
Rekapitulasi Kepuasan Responden Terhadap Service Guaranteee di
Hotel Ibis Bandung Trans Studio ....................................................... 95
4.25
Hasil Uji Asumsi Normalitas ............................................................. 97
4.26
Hasil Uji Asumsi Multikolineritas ..................................................... 98
4.27
Hasil Uji Asumsi Heteroskedastisitas ................................................ 99
4.28
Hasil Uji Korelasi dan Koefisien Determinasi .................................. 100
4.29
Hasil Uji Keseluruhan Koefisien Regresi ......................................... 101
4.30
HasilUji Hipotesis Regresi Linear Berganda .................................... 102
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DAFTAR GAMBAR
No.
Gambar
Judul
Hal.
1.1
Penilaian Kepuasan di Hotel Ibis Bandung Trans Studio Melalui
Medalia ................................................................................................ 6
2.1
Service Marketing Triangle ................................................................ 18
2.2
Service Recovery Strategies ............................................................... 21
2.3
Model diskonfirmasi Ekspektasi ........................................................ 30
2.4
Indirect Benefits of Satisfaction Guarantee ....................................... 37
2.5
Service Guarantee Model ................................................................... 38
2.6
Kerangka Pemikiran Pengaruh Service Guarantee dalam program
15 Minutes Guarantee Terhadap Kepuasan ....................................... 42
2.7
Paradigma Penelitian Service Guarantee Terhadap Customer
Satisfaction ......................................................................................... 43
3.1
Regresi Berganda ............................................................................... 59
4.1
Logo Hotel Ibis Bandung Trans Studio.............................................. 63
4.2
Karakteristik Responden Berdasarkan Jenis Kelamin dan Usia ........ 68
4.3
Karakteristik Responden Berdasarkan Jenis Kelamin dan Pendidikan
Tertinggi ............................................................................................. 69
4.4
Karakteristik Responden Berdasarkan Pekerjaan dan Penghasilan ... 70
4.5
Pengalaman Responden Berdasarkan Bersama Siapa Menginap di
Hotel Ibis Bandung Trans Studio ....................................................... 72
4.6
Pengalaman Responden Berdasarkan Lama Menginap di Hotel Ibis
Bandung Trans Studio ........................................................................ 73
4.7
Pengalaman Responden Berdasarkan Berapa Kali dalam Setahun
Menginap di Hotel Ibis Bandung Trans Studio .................................. 74
4.8
Pengalaman Responden Berdasarkan Alasan Utama Menginap di
Hotel Ibis Bandung Trans Studio ....................................................... 75
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
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4.9
Pengalaman Responden Berdasarkan Keperluan Menginap di Hotel
Ibis Bandung Trans Studio ................................................................. 76
4.10
Service Guarantee yang di Harapkan Pada Garis Kontinum ............. 83
4.11
Service Guarantee yang di Terima Pada Garis Kontinum ................. 90
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes Guarantee”
Di Hotel Ibis Bandung Trans Studio
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu