Analisa Pengaruh Perceived Justice terhadap Behavioral Intention dengan Service Satisfaction sebagai Variabel Intervening pada Resort di Kota Batam

SL, Jesslyn (2019) Analisa Pengaruh Perceived Justice terhadap Behavioral Intention dengan Service Satisfaction sebagai Variabel Intervening pada Resort di Kota Batam. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Penelitian ini berniat untuk menganalisa pengaruh perceived justice yang terdiri dari interactional justice, distributive justice dan procedural justice terhadap behavioral intention dengan service satisfaction sebagai variabel intervening pada resort yang berada di Kota Batam. Objekxpenelitian ini adalah lima resort terbaik di Kota Batam berdasarkan penilaian Agoda tahun 2018. Hasil penelitian ini terbukti bahwa sikap keadilan (perceived justice) yang diberikan oleh produsen dalam menanggapi keluhan konsumen berpengaruh pada kepuasan konsumen (service satisfaction) dalam menggunakan layanan produsen kembali sehingga mendorong konsumen untuk berkunjung kembali pada resort tersebut serta menyebarkan positive word of mouth (behavioral intention). Penelitian ini menggunakanxmetode judgemental sampling sebagai metode pengambilan sampel dimana pemilihan pengambilan sampel sesuai kategori sampel yang telah ditetapkan. Kuisioner dibagikan kepada orang yang pernah menginap di salah satu resort terbaik yang berada di Kota Batam yaitu Montigo Resort Nongsa, Harris Resort Batam Waterfront, Turi Beach Resort, KTM Resort dan Batam View Beach Resort. Total sampel yang dianalisa pada penelitian ini yaitu 250 responden. Data penelitian ini kemudian dianalisa dengan Partial Least Square dengan hasil penelitian terbukti bahwa perceived justice dan service satisfaction mempengaruhi behavioral intentions secara signifikan positif. ********************************************************************** This paper aims to analyze the influence of perceived justice on behavioral intention with service satisfaction as an intervening at resorts in Batam. The object of this study is the best five resorts in Batam City based on Agoda assessment. The result of this study proves that perceived justice given by producer in response to customer complaints influences service satisfaction in using producer services as to encourage consumers to visit the resort again in the future. This study uses judgemental sampling method as a sampling method. Questionnaires were distributed to people who had stayed at one of the best resorts in Batam. There are Montigo Resort Nongsa, Harris Resort Batam Waterfront, Turi Beach Resort, KTM Resort and Batam View Beach Resort. The total sample analyzed in this study was 250 respondents. The data were analyzed with Partial Least Square with the result of perceived justice and service satisfaction affected significantly positive toward behavioral intention

Item Type: Thesis (Undergraduate)
Additional Information: Similarity: 24
Uncontrolled Keywords: perceived justice, interactional justice, distributive justice, procedural justice, service satisfaction, recovery satisfaction, behavioral intention, repurchase intention, word of mouth, SEM, resort, complaint, service failure.
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HF Commerce
H Social Sciences > HF Commerce > Business
H Social Sciences > HF Commerce > Business > Marketing. Distribution of products
Divisions: School of Economic and Business > Accounting
SWORD Depositor: Admin Repository Universitas Internasional Batam
Depositing User: Admin Repository Universitas Internasional Batam
Date Deposited: 27 Feb 2019 09:42
Last Modified: 27 Feb 2019 09:42
URI: http://repository.uib.ac.id/id/eprint/1240

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