LINGKUNGAN DAN KEPUASAN KONSUMEN HOTEL
DOI:
https://doi.org/10.22219/jipt.v1i1.1354Abstract
Tujuan penelitian adalah untuk menganalisis dan mendeskripsikan lingkungan fisik dan lingkungan sosial yang dapat mempengaruhi kepuasan konsumen. Penelitian ini merupakan penelitian deskriptif kuantitatif. Subjek penelitian berjumlah 25 tamu hotel bintang tiga di kota Malang yang diambil dengan teknik sampel insidental. Metode pengumpulan data menggunakan kuesioner dan interviu, sedangkan metode analisis data yang digunakan adalah analisis prosentase. Hasil penelitian menunjukkan bahwa
25 % reponden menyatakan desain eksterior hotel merupakan faktor utama yang mempengaruhi kepuasan mereka dalam memilih hotel, 37% responden merasa nyaman bila kendaraannya terlindung dari sinar matahari dan hujan, 47 % responden menyatakan bahwa kamar, furniture, desain interior hotel, kondisi lingkungan yang tidak bising serta perlindungan terhadap privasi juga merupakan faktor yang dapat membuat mereka puas, 41% responden mengatakan bahwa kepuasan mereka dipengaruhi oleh karyawan hotel yang berpenampilan menarik dan responsif, 16.67% responden menyatakan bahwa empati karyawan hotel juga merupakan faktor yang membuat mereka puas.
Kata kunci: Lingkungan Fisik dan Sosial, Kepuasan Konsumen
This research aimed to analyze and describe of hotel environment, both physical and social environment which influence to the customer satisfaction. The method used in this research was descriptive quantitative research. Subjects in this research were 25 three-star hotel customers in Malang. Sampling procedure used in this research was incidental sampling. The instruments used in collecting the data were open questionare and interview. Method to analyze data is procentage. It was found that twenty five of respondents stated that exterior design of the hotel was the main factor that influenced customer satisfaction in choosing a hotel. Thirty seven percent of respondents stated that they felt comfort if their vehicles were protected from sunlight and rain. Forty seven percent of respondents stated that room condition, the furniture, interior design, lack of noise and privacy protection were factors that related to their satissfaction. Forty one percent respondent said that attractive and responsive employees and 16.67% respondents said empathic employees make them feel satissfied.
Key words: Physical and Social Environment, Customer Satisfaction
Downloads
Downloads
How to Cite
Issue
Section
License
Authors who publish with Jurnal Ilmiah Psikologi Terapan agree to the following terms:
- For all articles published in Jurnal Ilmiah Psikologi Terapan, copyright is retained by the authors. Authors give permission to the publisher to announce the work with conditions. When the manuscript is accepted for publication, the authors agree to automatic transfer of the publishing right to the publisher.
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
