Analisis Pengaruh Process Quality, Outcome Quality, Recovery dan Satisfaction Terhadap Behavior Intention

Noriyani, Noriyani (2011) Analisis Pengaruh Process Quality, Outcome Quality, Recovery dan Satisfaction Terhadap Behavior Intention. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The purpose of this study is to developed and empirically validated a multidimensional hierarchical scale for measuring hotel service quality and investigated the scale’s ability to predict important service outcome, namely, service satisfaction and behavioral intentions, specifically in terms of an increase in relationship quality and customer satisfaction and value in service industry environment and to test this theoretical basis empirically The populations in this study are hotel guests who often use the hotel internet booking channel. A survey among 240 respondents from various hotel in Batam was conducted, the respondents are guests from Hotel Harmoni, Novotel, Planet Holiday, Goodway and Harris Hotel. Data was collected by non-probability method of purposive sampling techniques. There are one simple regression of outcome quality and two double regressions of behavioral intention and satisfaction. Satisfaction, process quality and outcome quality were identified as important antecedents of behavioral intentions. Meanwhile process quality, outcome quality and recovery were identified as important antecedents of satisfaction. The findings also support the hypothesis that process quality and outcome quality have a significant impact on satisfaction and behavioral intentions. These findings provide insights for future research and management practice on how to cultivate behavioral intentions, as well as how to maintain and improving customer intentions to purchase the service offered by improving process quality, outcome quality and customer satisfaction. Keywords: Process quality, Outcome quality, Satisfaction, Recovery and Behavior intention’s.

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