Pengaruh Proses Dan Bukti Fisik Terhadap Kepuasan Konsumen Di Hotel Santika Bandung

Iffan, Muhammad; Santy, Raeni Dwi; Radiaswara, Rengga

doi:10.34010/jurisma.v8i2.1003

Cited by 9 publications

(11 citation statements)

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“…Indikator bukti fisik menurut Zeithaml dan Bitner dalam Iffan et al(2018) 3. Wujud lain (Other Tangibles), meliputi situs web, pakaian pegawai, surat selembaran, jaringan, display banners, dan hadiah untuk pelanggan.…”

Section: Bukti Fisikunclassified

Pengaruh Bukti Fisik terhadap Citra Merek pada Hotel Amaroossa Grande Bekasi

Komalasari

Suwarta²

2022

Destinesia

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Physical evidence is one of the important things that can improve customer impressions in using the services provided. Therefore, in running its business, the Amaroossa Grande Bekasi hotel must pay attention to the physical evidence of the hotel so that it is always in good condition, starting from the interior and furniture to the facilities available at the hotel. That way, the impression or perception of guests staying at the hotel will increase and will later create a brand image of the hotel. The purpose of this study is to find out whether physical evidence affects brand image at the Amaroossa Grande Bekasi Hotel, and the method used is a quantitative method with data collection techniques using questionnaires, observations, and literature studies. The number of samples in this study is 100 people who stayed at the Amaroossa Grande Bekasi Hotel. From the calculation of the coefficient of determination (R2), it is known that the effect of physical evidence on brand image is 42.6%. While the results of the t-test calculation obtained the value of tCount>tTable, namely 8,526>1,984 with a sig value of 0,000<0,05, meaning that H1 is received and H0 is rejected. Therefore, it can be concluded that the physical evidence variable has an effect significantly to the brand image at Amaroossa Grande Bekasi Hotel.

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Section: Bukti Fisikunclassified

Pengaruh Bukti Fisik terhadap Citra Merek pada Hotel Amaroossa Grande Bekasi

Komalasari

Suwarta²

2022

Destinesia

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“…Penelitian yang terbaru terkait dengan pengaruh kualitas jasa atau layanan dan Physical evidence terhadap keputusan konsumen untuk membeli produk antara lain dilakukan oleh peneliti antara lain (Fradesa, 2020), (Fradesa, 2020) (Fradesa, 2020) (Fradesa, 2020) (Iffan et al, 2018) dan (Sara et al, 2017), menemukan bahwa kualitas pelayanan dan Physical evidence atau bukti fisik mempengaruhi secara signifikan keputusan membeli seorangn konsumen atau pelanggan. Meskipun telah banyak dilakukan penelitian, isu terkait dengan keputusan konsumen di berbagai negara termasuk di Indonesaia, akan tetapi masih relative terbatas di Provinsi Jambi.…”

Section: Pendahuluanunclassified

“…Tujuan penelitian pertama adalah menguji pengaruh kualitas pelayanan dan physical evidence terhadap keputusan berkunjung. (Faizah & Masreviastuti, 2018), (Iffan et al, 2018), menyatakan bahwa minat dapat dipengaruhi oleh kualitas pelayanan dan physical evidence, tetapi belum diteliti apakan minat mempengaruhi keputusan jika sebagai variable moderasi. Oleh karena itu tujuan penelitian kedua adalah untuk menguji variable minat sebagai moerasi hubungan kualitas pelayanan dan physical terhadap keputusan berkunjung.…”

Section: Pendahuluanunclassified

“…Hasil penelitian ini jika dibandingkan dengan beberapa penelitian yang terdahulu maka akan didapatkan persamaan tetapi juga ada perbedaan. Persamaan hasil penelitian misalnya dengan hasil penelitian oleh peneliti terdahulu antara lain oleh : (Sari & Hariyana, 2019), (Faizah & Masreviastuti, 2018), (Iffan et al, 2018), (Fitriyani & Pramusinto, 2018), dimana hasil penelitiannya menyimpulkan bahwa phisical evidence secara positif dan signifikan memiliki pengaruh terhadap minat konsumen.…”

Section: Pembahasanunclassified

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Hubungan kualitas pelayanan, physical evidence dan keputusan berkunjung : efek mediasi minat

Dahmiri

Indrawijaya

2022

SERAMBI

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This study has a purpose: to analyze whether the decision to visit the Muaro Jambi Temple tourist attraction area is influenced by the service quality variable and physical evidence through the variable interest in the visit. As the research population in this study, it was determined that all visitors to the Muaro Jambi Temple tourism object during 2021. The number of research samples used was 100 respondents. The research approach uses a quantitative approach, while the research method is a survey. The data analysis used Partial Least Square (PLS). Before testing the data, the first thing to do is test the outer model, which includes validity and reliability tests. The results are that the quality of service affects the interest in visiting, the service to visitors affects the decision to visit, physical evidence affects a person's interest in visiting, and physical evidence affects the decision to visit. Interest affects the decision to pay a visit to the tourist attraction of the Muaro Temple area.

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“…Hasil penelitian menunjukkan bahwa kedua variabel memiliki pengaruh yang signifikan terhadap kepuasan konsumen baik secara parsial maupun simultan. (Iffan, Muhammad., Raeni Dwi Santy, Rengga Radiaswara 2018) Juga sejalan dengan Penelitian Danny David Samuel Mukuan,Olivia F.C.H. Walangitan (2017) Berdasarkan hasil penelitian di atas, maka kesimpulan yang dapat diambil adalah bahwa variabel orang memberikan pengaruh terhadap kepuasan konsumen .…”

Section: Analisis Pengaruh Proses Pelayana Terhadap Kepuasan Nasabah Pengguna Atm Bni Cabang Musi Palembangunclassified

Pengaruh Prasarana Fisik, Proses Pelayanan Dan Responsiveness Terhadap Kepuasan Nasabah Pada Layanan Atm Bni Cabang Musi Palembang

Zumery¹,

Yustini²,

Rostiati³

2021

IJMPRO

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The purpose of this study was to determine the effect of physical infrastructure, service processes and responsiveness on customer satisfaction at BNI ATM services at the Musi Palembang branch partially or simultaneously. This research method uses descriptive and verification surveys, field data collection uses questionnaires, interviews and documentation techniques. This research is an associative research, where in this study there are variables that are related and can influence other variables. The population of this study was 100 customers at ATM services. Data processing uses SPSS 25 analysis tool. The results of the study show that physical infrastructure affects customer satisfaction, service processes affect customer satisfaction, responsiveness affects customer satisfaction, physical infrastructure, service processes and responsiveness affect customer satisfaction simultaneously.

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Pengaruh Proses Dan Bukti Fisik Terhadap Kepuasan Konsumen Di Hotel Santika Bandung

Cited by 9 publications

References 0 publications

Pengaruh Bukti Fisik terhadap Citra Merek pada Hotel Amaroossa Grande Bekasi

Pengaruh Bukti Fisik terhadap Citra Merek pada Hotel Amaroossa Grande Bekasi

Hubungan kualitas pelayanan, physical evidence dan keputusan berkunjung : efek mediasi minat

Pengaruh Prasarana Fisik, Proses Pelayanan Dan Responsiveness Terhadap Kepuasan Nasabah Pada Layanan Atm Bni Cabang Musi Palembang

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