Pengaruh Kualitas Pelayanan dan Promosi terhadap Kepuasan Konsumen pada Famous Hotel di Kuta Bali
Abstract
This research activity was carried out to find out how the relationship is formed between service quality and promotion when faced with consumer satisfaction at the Famous Hotel in Kuta Bali. The method of collecting data in this research was carried out by means of observation, interviews, documentation and questionnaires. Questionnaires were given to 91 respondents, and then analyzed using multiple linear regression, determination, t test and F test. The results of this research are that service quality partially has a positive and significant effect on customer satisfaction at the Famous Hotel in Kuta Bali. This shows that the rise and fall in service quality will be followed by the rise and fall in customer satisfaction at the Famous Hotel in Kuta Bali. Promotion partially has a positive and significant effect on consumer satisfaction at the Famous Hotel in Kuta Bali. This shows that the rise and fall of promotions will be followed in the same direction as the rise and fall of customer satisfaction at the Famous Hotel in Kuta Bali. Service quality and promotion simultaneously have a positive and significant effect on consumer satisfaction at the Famous Hotel in Kuta Bali. This shows that the rise and fall in the quality of service and promotions will be followed in the same direction as the rise and fall in customer satisfaction at Famous Hotel in Kuta Bali.
References
Algifari. 2000. Analisis Regresi Teori, Kasus & Solusi. Yogyakarta: BPFE.
Ambarwati, I. A. T., Kawiana, I. G. P., & Mahayasa, I. G. A. (2022). Mediasi Kepuasan Konsumen Pada Hubungan Kualitas Pelayanan Dengan Loyalitas Pada PT Prisma Elektrika Bali. WidyaAmrita: Jurnal Manajemen, Kewirausahaan dan Pariwisata, 2(3), 832-843.
Arikunto, Suharsimi. 2006. Metode Penelitian Suatu Pendekatan Praktek. Jakarta: Rineka Cipta.
Bashoff & Mells H. 2004. Consumer Behavior and Marketing Action. New York: PWS-KENT Publishing Company.
Dimyanti, As. 2002. Pengetahuan Dasar Perhotelan. Jakarta: CV. Devire Sanan.
Djati, Damar. 2000. Istilah-istilah Dunia Pariwisata. Jakarta: Pradnya Paramita.
Gerson, Richard. F. 2002. Mengukur Kepuasan Pelanggan. Jakarta: PPM.
Ghozali, Imam. 2009. Analisis Multivariate Dengan Program SPSS. Semarang: UNDIP.
Griffin, Jill. 2003. Customer Loyalty. Jakarta: Erlangga.
Hanan, Mack and Peter Karp. 1991. Customer Satisfaction: How to Maximaze, Measure and Market your Company’s Ultimate Product. New York: American Management Association.
Handi dan Haryanti. 2007. Customer Service, Cara Efektif Memuaskan Pelanggan. Jakarta: Pradnya Paramitha.
Journal Internasional Avelini Holjevac, Ivanka. 2007. “Customer Satisfaction Measurement In Hotels Industry: Content Analysis Stydy”. Journal of Marketing.
Journal International. Sachdev, Sheeta B dan Harsh V. Verma. 2006. “Measuring Service Quality and Customer Satisfaction of The Hotels in Malaysia: Malaysia, Asia and Non-Asia Hotels Guest”.
Journal International. Sutanto, J.E. 2009. “Dimension Quality of Service Influence Customer Satisfaction in The Hotel”. Journal of Marketing.
Kothler, Philip. 2007. Manajemen Pemsaran. Edisi 12 Jilid 1. Jakarta: PT. Indek.
Kothler, Philip & Amstrong, Gary. 2005. Dasar-dasar Pemasaran. Jakarta: Prehanllindo.
Kothler, Philip. 2000. Manajemen Pemasaran Edisi Milenium. Jakarta: Prenhallindo.
Kotler, Philip. 2004. Manajemen Pemasaran. Jakarta: PT. Indeks.
Krismantara, K. H., Suartina, I. W., & Mahayasa, I. G. A. (2023). Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan Konsumen di UD. Paon Kembar Desa Peguyangan Kangin Denpasar. WidyaAmrita: Jurnal Manajemen, Kewirausahaan dan Pariwisata, 3(4), 790-798.
Liljander, C.H. 2002. Service Marketing: an Asia-Pasific Perspective. 2nd Edition. Prentice Halla International, Inc.
Lupiyoadi, Rambat. 2001. Manajemen Pemasaran Jasa Teori dan Praktik. Jakarta: Salemba Empat. ===
Mardalis. 2003. Metode Penelitian : Suatu Pendekatan Proposal. Jakarta: Salemba Empat.
Moenir, AS. 2001. Manajemen Pelayanan Umum di Indonesia. Jakarta: Bumi Aksara.
Nurul, Ihda. 2010. Pengaruh Lokasi dan Kualitas Pelayanan Terhadap Citra Perusahaan. Skripsi. Unnes.
Parasuraman, Zeithaml, Valeria A, dan Berry Leonard. 2000. A Conceptual Model of Service Quality and Its Implication for Future Researc, Journal of Marketing.
Prasetyo, Kukuh. 2008. Pengaruh Lokasi, Promosi, dan Pelayanan Terhadap Kepuasan Konsumen Hotel Candi Baru Semarang. Skripsi. Unnes.
Rangkuti, Fredly. 2006. Measuring Customer Satisfaction: Gaining Customer and Relationship Starategy. Jakarta: PT. Gramedia Pustaka Utama.
Romansyah, Aldo Fitra. 2010. Pengaruh Pelayanan, Lokasi, Promosi dan Harga Terhadap Kepuasan Konsumen di Hotel New Metro Semarang. Skripsi. Unnes.
Setyarini, Niken. 2006. Pengaruh Pelayanan Harga dan Lokasi Terhadap Keputusan Menginap di Hotel Santika Semarang. Skripsi. Unnes.
Stanton, J. William. 2004. Prinsip-prinsip Pemasaran. Jakarta: Erlangga.
Sugiyono. 2005. Statistika untuk Penelitian. Bandung: CV. Alfabeta.
Sumayang, Lalu. 2003. Dasar-dasar Manajemen Produksi dan Operasi. Jakarta: Salemba Empat.
Swasta, Badu dan Irawan. 2002. Manajemen Pemasaran Modern. Yogyakarta: Liberty.
Swasta, Badu dan Irawan. 2003. Manajemen Pemasaran. Yogyakarta: Liberty.
Swasta, Basu. 2000. Asas-asas Marketing. Yogyakarta: Liberty.
Tjiptono, Fandy. 1997. Prinsip-prinsip Total Quality Service. Yogyakarta: Penerbit Andi.
Tjiptono, Fandy. 2004. Strategi Pemasaran. Yogyakarta: Andi Yogyakarta.
Tjiptono, Fandy. 2005. Pemasaran Jasa. Jawa Timur: Bayumedia Publishing.
Umar, Husein. 2002. Riset Pemasaran dan Perilaku Pelanggan. Jakarta: PT. Gramedia Pustaka Utama.
Yoety, Oka. A. 2000. Costumer Service, Cara Efektif Memuaskan Pelanggan. Jakarta: Pradnya Paramita
