Analisis Pengaruh Customer Experience Quality terhadap Word of Mouth pada Hotel Bintang Tiga di Batam dengan Customer Satisfaction dan Brand Loyalty sebagai Variabel Intervening

Tarigan, Roni Agesi (2018) Analisis Pengaruh Customer Experience Quality terhadap Word of Mouth pada Hotel Bintang Tiga di Batam dengan Customer Satisfaction dan Brand Loyalty sebagai Variabel Intervening. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Tujuan penelitian ini adalah untuk menganalisis dan mengetahui pengaruh customer experience quality terhadap word of mouth pada wisatawan yang berkunjung dan berlibur menggunakan jasa hotel di Batam. Penelitian memiliki sampel adalah pengunjung yang sudah pernah menggunakan jasa hotel bintang 3 antara lain Ibis Styles Batam Nagoya Hotel, Da Vienna Boutique Hotel, The Evitel Hotel Batam, Swiss-Inn Batam dan Holiday Inn Resort Batam dengan minimal menginap satu kali, dan jumlah responden 440 responden. Variabel yang digunakan pada penelitian ini adalah peace of mind, moment of truth, outcome focus, product experience, customer satisfaction, brand loyalty dan word of mouth. Hasil dari penelitian ini adalah peace of mind, moment of truth, outcome focus, dan product experience memiliki pengaruh siginifikan positif pada word of mouth dengan melalui varibel intervening customer satisfaction dan brand loyalty pada hotel bintang tiga Kota Batam. ********************************************************************** The aim of this research is to analyze and know customer experience quality toward word of mouth of tourist who visit Batam using hotel services available in Batam City. The sample in this research is tourists or guest who visited Batam and had used hotel services consisting of Batam Ibis Styles Batam Nagoya Hotel, Da Vienna Boutique Hotel, The Evitel Hotel Batam, Swiss-Inn Batam and Holiday Inn Resort with minimum use once, with the number of respondents 440 respondents. Variables used in this study are peace of mind, moment of truth, outcome focus, product experience, customer satisfaction, brand loyalty and word of mouth. The result of this research is peace of mind, moment of truth, outcome focus, and product experience has a positive significant influence on word of mouth by through the variabels of customer satisfaction and brand loyalty intervening on 3 stars hotel in Batam City.

Item Type: Thesis (Undergraduate)
Additional Information: Similarity: 24
Uncontrolled Keywords: Peace of Mind, Moment of Truth, Outcome Focus, Product Experience, Customer Satisfaction, Brand Loyalty and Word of Mouth
Subjects: H Social Sciences > HF Commerce > Business
H Social Sciences > HF Commerce > Business > Marketing. Distribution of products
H Social Sciences > HF Commerce > Business > Personnel management. Employment management
Divisions: School of Economic and Business > Accounting
SWORD Depositor: Admin Repository Universitas Internasional Batam
Depositing User: Admin Repository Universitas Internasional Batam
Date Deposited: 26 Apr 2019 07:16
Last Modified: 26 Apr 2019 07:16
URI: http://repository.uib.ac.id/id/eprint/1304

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