DOI: https://doi.org/10.9744/jmp.6.2.99-110

PENGARUH PEMULIHAN JASA TERHADAP KEPUASAN DAN KEPERCAYAAN PELANGGAN ATAS MEREK HOTEL: STUDI PADA HOTEL BERBINTANG SATU SAMPAI TIGA DI INDONESIA

Michelia Tansi, Ika Agustin, Serli Wijaya

Abstract


Penelitian ini dilakukan untuk menganalisa penerapan pemulihan jasa di hotel berbintang satu sampai tiga di Indonesia atas kegagalan jasa yang terjadi dan pengaruhnya terhadap kepercayaan pelanggan atas merek hotel. Survei dilakukan kepada 286 responden yang menginap di hotel dan melakukan keluhan akibat kegagalan jasa yang dialami selama menginap. Data primer diolah dengan teknik statistik SEM-PLS. Hasil penelitian menunjukkan bahwa pemulihan jasa memiliki pengaruh yang positif terhadap kepuasan atas pemulihan jasa. Sementara itu, kepuasan atas pemulihan jasa terbukti memiliki pengaruh yang positif dan signifikan dalam mengembalikan kepercayaan responden atas merek hotel serta menjadi variabel mediasi yang signifikan bagi hubungan antara kepuasan atas pemulihan jasa dan kepercayaan merek.

Keywords


Kegagalan jasa, pemulihan jasa, kepercayaan merek, kepuasan, hotel

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DOI: https://doi.org/10.9744/jmp.6.2.99-110



The Journal is published by The Institute of Research & Community Outreach - Petra Christian University. It available online supported by Directorate General of Higher Education - Ministry of National Education - Republic of Indonesia.

©All right reserved 2016.Jurnal Manajemen Perhotelan, ISSN: 0216-6283

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