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

Authors

  • Michelia Tansi Fakultas Bisnis dan Ekonomi, Universitas Kristen Petra, Jl. Siwalankerto 121-131, Surabaya 60236
  • Ika Agustin Fakultas Bisnis dan Ekonomi, Universitas Kristen Petra, Jl. Siwalankerto 121-131, Surabaya 60236
  • Serli Wijaya Fakultas Bisnis dan Ekonomi, Universitas Kristen Petra, Jl. Siwalankerto 121-131, Surabaya 60236

:

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

Keywords:

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

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.

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Published

2020-10-09

How to Cite

Tansi, M., Agustin, I., & Wijaya, S. (2020). PENGARUH PEMULIHAN JASA TERHADAP KEPUASAN DAN KEPERCAYAAN PELANGGAN ATAS MEREK HOTEL: STUDI PADA HOTEL BERBINTANG SATU SAMPAI TIGA DI INDONESIA. Jurnal Manajemen Perhotelan, 6(2), 99-110. https://doi.org/10.9744/jmp.6.2.99-110