DAFTAR ISI
ABSTRAK
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ABSTRACT
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KATA PENGANTAR ............................................... Error! Bookmark not defined. UCAPAN TERIMA KASIH..................................... Error! Bookmark not defined. DAFTAR ISI .........................................................................................................i DAFTAR TABEL..................................................................................................vi DAFTAR GAMBAR ..............................................................................................9 BAB I PENDAHULUAN .......................................... Error! Bookmark not defined. 1.1 Latar Belakang Penelitian ................... Error! Bookmark not defined. 1.1 Rumusan Masalah ............................... Error! Bookmark not defined. 1.2 Tujuan Penelitian................................. Error! Bookmark not defined. 1.3 Kegunaan Penelitian............................ Error! Bookmark not defined. BAB II KAJIAN PUSTAKA,KERANGKA PEMIKIRAN DAN HIPOTESIS.................................................... Error! Bookmark not defined. 2.1. Kajian Pustaka ..................................... Error! Bookmark not defined. 2.1.1 Konsep Kepariwisataan ..................... Error! Bookmark not defined. 2.1.1.1 Konsep Industri Pariwisata.............. Error! Bookmark not defined. 2.1.1.2 Usaha Pariwisata ............................. Error! Bookmark not defined. 2.1.1.3 Konsep Hotel ................................... Error! Bookmark not defined. 2.1.2 Konsep Customer Service Experience dalam Pemasaran Hotel. Error! Bookmark not defined. 2.1.2.1 Manajemen Pemasaran Jasa ............ Error! Bookmark not defined. 2.1.2.2 Pemasaran Jasa Perhotelan .............. Error! Bookmark not defined. Kendid Syahid, 2014 Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
2.1.2.3 Pengertian Customer Service Experience ......Error! Bookmark not defined. 2.1.2.4 Dimensi Customer Service Experience ..........Error! Bookmark not defined. 2.1.3 Konsep Behavior Intentions .............. Error! Bookmark not defined. 2.1.3.1 Theory of Planned Behavior (TPB). Error! Bookmark not defined. 2.1.3.2 Pengertian Behavior Intentions ....... Error! Bookmark not defined. 2.1.3.3 Dimensi Behavior Intentions........... Error! Bookmark not defined. 2.1.4 Pengaruh Customer Service Experience terhadap Behavior Intentions........................................... Error! Bookmark not defined. 2.1.5 Orisinalitas Penelitian........................ Error! Bookmark not defined. 2.2 Kerangka Pemikiran ............................. Error! Bookmark not defined. BAB III OBJEK DAN METODE PENELITIAN .. Error! Bookmark not defined. 3.1. Objek Penelitian .................................. Error! Bookmark not defined. 3.2. Metode Penelitian................................ Error! Bookmark not defined. 3.2.1. Jenis Penelitian dan Metode yang Digunakan . Error! Bookmark not defined. 3.2.2. Operasionalisasi Variabel ................. Error! Bookmark not defined. 3.2.3. Jenis dan Sumber Data ...................... Error! Bookmark not defined. 3.2.4. Populasi, Sampel dan Teknik Sampling .......... Error! Bookmark not defined. 3.2.4.1.Populasi ........................................... Error! Bookmark not defined. 3.2.4.2. Sampel ............................................ Error! Bookmark not defined. 3.2.4.3.Teknik Sampling ............................. Error! Bookmark not defined. 3.2.5. Teknik Pengumpulan Data................ Error! Bookmark not defined. 3.2.6. Pengujian Validitas dan Reliabilitas . Error! Bookmark not defined. Kendid Syahid, 2014 Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
3.2.6.1. Hasil Pengujian Validitas ............... Error! Bookmark not defined. 3.2.6.2. Hasil Pengujian Reliabilitas ........... Error! Bookmark not defined. 3.2.7 Rancangan Analisis Data .................. Error! Bookmark not defined. 3.2.7.1 Rancangan Analisis Deskriptif........ Error! Bookmark not defined. 3.2.7.2 Rancangan Analisis Verifikatif ....... Error! Bookmark not defined. 3.2.7.3 Regresi Berganda (Multiple Regression) .......Error! Bookmark not defined. 3.2.7.4 Pengujian Hipotesis......................... Error! Bookmark not defined. BAB IV HASIL PENELITIAN DAN PEMBAHASAN ..... Error! Bookmark not defined. 4.1 Profil Perusahaan dan Tamu Sheraton Mustika Yogyakarta ......... Error! Bookmark not defined. 4.1.1 Profil Perusahaan ............................... Error! Bookmark not defined. 4.1.1.1 Identitas Perusahaan ........................ Error! Bookmark not defined. 4.1.1.2 Sejarah Singkat Sheraton Mustika Yogyakarta.... Error! Bookmark not defined. 4.1.1.2.1 Sejarah Sheraton Internasional ......... Error! Bookmark not defined. 4.1.1.2.2 Sejarah Sheraton Mustika Yogyakarta Resort and Spa ............. Error! Bookmark not defined.
4.1.1.3 Produk dan Jasa yang Ditawarkan .. Error! Bookmark not defined. 4.1.1.3.1 Kamar ............................................ Error! Bookmark not defined. 4.1.1.3.2 Function and Meeting Rooms ........... Error! Bookmark not defined. 4.1.1.3.3 Food and Beverage Venues .............. Error! Bookmark not defined. 4.1.1.3.4 Spa and Health................................ Error! Bookmark not defined. 4.1.1.3.5 Fasilitas Lainnya ............................. Error! Bookmark not defined. 4.1.1.3.6 Packages ........................................ Error! Bookmark not defined.
4.1.1.4. Struktur Organisasi Perusahaan ..... Error! Bookmark not defined. Kendid Syahid, 2014 Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.1.2 Profil Tamu Sheraton Mustika Yogyakarta Resort and Spa ...... Error! Bookmark not defined. 4.1.2.1 Profil Tamu yang Menginap di Sheraton Mustika Yogyakarta ........................................................ Error! Bookmark not defined. Berdasarkan Keperluan Menginap.... Error! Bookmark not defined. 4.1.2.2 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta Resort and Spa berdasarkan Jenis Kelamin dan Usia.............. Error! Bookmark not defined. 4.1.2.3 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta Resort and Spa berdasarkan Pendidikan dan Pekerjaan .......... Error! Bookmark not defined. 4.1.2.4 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta Resort and Spa berdasarkan Penghasilan dan Pengeluaran Selama Menginap ........................................ Error! Bookmark not defined. 4.1.2.5 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta Resort and Spa berdasarkan Asal Tinggal ....Error! Bookmark not defined. 4.1.2.6 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta ........................................................ Error! Bookmark not defined. Resort and Spa Berdasarkan Lama Waktu Menginap ...... Error! Bookmark not defined. 4.1.2.7 Alasan Tamu Menginap di Sheraton Mustika Yogyakarta Resort and Spa ........................................... Error! Bookmark not defined. 4.2 Pelaksanaan Customer Service Experience di Sheraton Mustika.. Error! Bookmark not defined. Yogyakarta Resort and Spa ................. Error! Bookmark not defined. 4.2.1 Sub Variabel Organised .................... Error! Bookmark not defined. 4.2.2 Sub Variabel Welcoming ................... Error! Bookmark not defined. 4.2.3 Sub Variabel Recognition .................. Error! Bookmark not defined. 4.2.4 Sub Variabel Communication............ Error! Bookmark not defined. Kendid Syahid, 2014 Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.2.5 Sub Variabel Empathy ....................... Error! Bookmark not defined. 4.2.6 Sub Variabel Helpful ......................... Error! Bookmark not defined. 4.2.7 Rekapitulasi Hasil Tanggapan Tamu terhadap Pelaksanaan Customer Service Experience di Sheraton Mustika Yogyakarta Resort and Spa .................................. Error! Bookmark not defined. 4.3 Behavior Intentions di Sheraton Mustika Yogyakarta Resort and Spa ........................................................... Error! Bookmark not defined. 4.3.1 Behavior Intentions berdasarkan Stay Longer di Sheraton Mustika Yogyakarta Resort and Spa............... Error! Bookmark not defined. 4.3.2 Behavior Intentions berdasarkan Willingness to Recommend di Sheraton Mustika Yogyakarta Resort and Spa Error! Bookmark not defined. 4.3.3 Behavior Intentions berdasarkan Repurchasing Intention di Sheraton Mustika Yogyakarta Resort and Spa. Error! Bookmark not defined. 4.3.4 Rekapitulasi Hasil Tanggapan Tamu Mengenai Behavior Intentions di Sheraton Mustika Yogyakarta Resort and Spa ...Error! Bookmark not defined. 4.4 Pengaruh Customer Service Experience terhadap Behavior Intentions Tamu Sheraton Mustika Yogyakarta Resort and Spa ................ Error! Bookmark not defined. 4.4.1 Hasil Pengujian Uji Klasik dan Regresi ........... Error! Bookmark not defined. 4.4.1.1 Hasil Uji Autokorelasi..................... Error! Bookmark not defined. 4.4.1.2 Hasil Uji Asumsi Normalitas .......... Error! Bookmark not defined. 4.4.1.3 Hasil Uji Asumsi Heteroskedastisitas ............Error! Bookmark not defined. 4.4.1.4 Hasil Uji Asumsi Multikolinearitas. Error! Bookmark not defined. 4.4.1.5 Koefisien Korelasi dan Koefisien Determinasi .... Error! Bookmark not defined.
Kendid Syahid, 2014 Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.4.1.6 Pengujian Model FIT dengan Data (ANOVA/Uji F)............... Error! Bookmark not defined. 4.4.1.7 Pengujian Hipotesis dan Uji Signifikansi Secara Parsial (Uji t) ........................................................ Error! Bookmark not defined. 4.4.1.8 Model Persamaan Regresi Berganda Pengaruh Customer Service Experience terhadap Behavior Intentions......Error! Bookmark not defined. 4.5 Implikasi Hasil Temuan Penelitian ...... Error! Bookmark not defined. 4.5.1 Temuan Teoritik ................................ Error! Bookmark not defined. 4.5.2 Temuan Empirik ................................ Error! Bookmark not defined. BAB V KESIMPULAN DAN REKOMENDASI ... Error! Bookmark not defined. 5.1 Kesimpulan ........................................... Error! Bookmark not defined. 5.2 Rekomendasi ........................................ Error! Bookmark not defined. DAFTAR PUSTAKA ................................................ Error! Bookmark not defined.
Kendid Syahid, 2014 Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR TABEL
TABEL 1.1 PERTUMBUHAN HOTEL DI INDONESIA .. Error! Bookmark not defined. TABEL 1.2 OVERALL INDONESIA HOTEL PERFORMANCE ................... Error! Bookmark not defined. TABEL 1.3 PENJUALAN KAMAR (ROOM SALES) HOTEL BINTANG DI DIY TAHUN 2009-2012 ............. Error! Bookmark not defined. TABEL 1.4 PERKEMBANGAN LAMA TINGGAL WISATAWAN DI DIY TAHUN 2010-2013 (PER MALAM) ......... Error! Bookmark not defined. TABEL 1.5 STATISTIK HOTEL BINTANG 5 DI DIY TAHUN 2012-2013 ...................................................... Error! Bookmark not defined. TABEL 1.6 TINGKAT HUNIAN KAMAR DI SHERATON MUSTIKA YOGYAKARTA BERDASARKAN MARKET SEGMENT TAHUN 2010-2013...................... Error! Bookmark not defined. TABEL 1.7 REKAPITULASI SURVEY TAMU INDIVIDU MELALUI SURAT ELEKTRONIK SHERATON MUSTIKA YOGYAKARTA ...................................................... Error! Bookmark not defined. TABEL 1.8 IMPLEMENTASI CUSTOMER SERVICE EXPERIENCE DI SHERATON MUSTIKA YOGYAKARTA ......Error! Bookmark not defined. TABEL 2.1 DEFINISI CUSTOMER SERVICE EXPERIENCE MENURUT PARA AHLI................................. Error! Bookmark not defined. TABEL 2.2 DEFINISI BEHAVIOR INTENTIONS MENURUT PARA AHLI ...................................................... Error! Bookmark not defined. TABEL 2.3 RESUME PENELITIAN TERDAHULU DAN ORISINALITAS PENELITIAN............................... Error! Bookmark not defined. TABEL 3.1 OPERASIONALISASI VARIABEL Error! Bookmark not defined. TABEL 3.2 JENIS DAN SUMBER DATA .......... Error! Bookmark not defined.
Kendid Syahid, 2014 Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
TABEL 3.3 TEKNIK PENGUMPULAN DATA DIKAITKAN DENGAN TUJUAN PENELITIAN .............. Error! Bookmark not defined. TABEL 3.4 PEDOMAN UNTUK MEMBERIKAN INTERPRETASI KOEFISIEN KORELASI ............ Error! Bookmark not defined. TABEL 3.5 HASIL PENGUJIAN VALIDITAS ... Error! Bookmark not defined. TABEL 3.6 HASIL UJI RELIABILITAS INSTRUMEN PENELITIAN ...... Error! Bookmark not defined. TABEL 4.1 JENIS KAMAR DI SHERATON MUSTIKA YOGYAKARTA RESORT AND SPA..................... Error! Bookmark not defined. TABEL 4.2 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP DENGAN JENIS KELAMIN DAN USIA . Error! Bookmark not defined. TABEL 4.3 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP DENGAN PENDIDIKAN DAN PEKERJAAN ................... Error! Bookmark not defined. TABEL 4.4 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP DENGAN PENGHASILAN DAN PENGELUARAN DI HOTEL ...................................................... Error! Bookmark not defined. TABEL 4.5 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP DENGAN ASAL TINGGAL....... Error! Bookmark not defined. TABEL 4.6 ALASAN TAMU MENGINAP DI SHERATON MUSTIKA YOGYAKARTA.......................... Error! Bookmark not defined. TABEL 4.7 TANGGAPAN TAMU INDIVIDU TERHADAP ORGANISED ...................................................... Error! Bookmark not defined. TABEL 4.8 TANGGAPAN TAMU INDIVIDU TERHADAP WELCOMING ...................................................... Error! Bookmark not defined. TABEL 4.9 TANGGAPAN TAMU INDIVIDU TERHADAP RECOGNITION ........................... Error! Bookmark not defined. TABEL 4.10 TANGGAPAN TAMU INDIVIDU TERHADAP COMMUNICATION..................... Error! Bookmark not defined.
Kendid Syahid, 2014 Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
TABEL 4.11 TANGGAPAN TAMU INDIVIDU TERHADAP EMPATHY. Error! Bookmark not defined. TABEL 4.12 TANGGAPAN TAMU INDIVIDU TERHADAP HELPFUL . Error! Bookmark not defined. TABEL 4.13 REKAPITULASI HASIL TANGGAPAN TAMU INDIVIDU TERHADAP CUSTOMER SERVICE EXPERIENCE .......... Error! Bookmark not defined. TABEL 4.14 TANGGAPAN TAMU INDIVIDU TERHADAP BEHAVIOR INTENTIONS BERDASARKAN STAY LONGER ............... Error! Bookmark not defined. TABEL 4.15 TANGGAPAN TAMU INDIVIDU TERHADAP BEHAVIOR INTENTIONS BERDASARKAN WILLINGNESS TO RECOMMEND ............................. Error! Bookmark not defined. TABEL 4.16 TANGGAPAN TAMU INDIVIDU TERHADAP BEHAVIOR INTENTIONS BERDASARKAN REPURCHASING INTENTION ...................................................... Error! Bookmark not defined. TABEL 4.17 REKAPITULASI HASIL TANGGAPAN TAMU INDIVIDU TERHADAP BEHAVIOR INTENTIONS.... Error! Bookmark not defined. TABEL 4.18 TABEL AUTOKORELASI DURBIN WATSON.Error! Bookmark not defined. TABEL 4.19 NORMALITAS DENGAN KOLMOGROV SMIRNOV ........ Error! Bookmark not defined. TABEL 4.20 HASIL UJI ASUMSI MULTIKOLINEARITAS ..Error! Bookmark not defined. TABEL 4.21 HASIL ANALISIS CUSTOMER SERVICE EXPERIENCE TERHADAP BEHAVIOR INTENTIONS.... Error! Bookmark not defined. TABEL 4.22 HASIL OUTPUT ANOVA .............. Error! Bookmark not defined. TABEL 4.23 HASIL ANALISIS KOEFISIEN REGRESI... Error! Bookmark not defined.
Kendid Syahid, 2014 Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR GAMBAR
GAMBAR 1.1 PERTUMBUHAN HOTEL DI ASIA PASIFIK TAHUN 2013 ...................................................... Error! Bookmark not defined. GAMBAR 1.2 PERTUMBUHAN JUMLAH KUNJUNGAN WISATAWAN MANCANEGARA DAN NUSANTARA PENGGUNA JASA AKOMODASI DI DIY ................ Error! Bookmark not defined. GAMBAR 1.3 STATISTIK MARKET SHARE HOTEL BINTANG 5 ........... Error! Bookmark not defined. DI DIY TAHUN 2013....................... Error! Bookmark not defined. GAMBAR 2.1 MODEL EMPIRIK HUBUNGAN ANTARA CUSTOMER EXPERIENCE DENGAN EMOTION ........... Error! Bookmark not defined. GAMBAR 2.2 MODEL THEORY OF PLANNED BEHAVIOR (TPB) .......... Error! Bookmark not defined. GAMBAR 2.3 KERANGKA PEMIKIRAN ANALISIS PENGARUH CUSTOMER SERVICE EXPERIENCE TERHADAP BEHAVIOR INTENTIONS TAMU SHERATON MUSTIKA YOGYAKARTA RESORT AND SPA.......................... Error! Bookmark not defined. GAMBAR 2.4 PARADIGMA PENELITIAN ANALISIS PENGARUH CUSTOMER SERVICE EXPERIENCE TERHADAP BEHAVIOR INTENTIONS TAMU SHERATON MUSTIKA YOGYAKARTA RESORT AND SPA.......................... Error! Bookmark not defined. GAMBAR 3.1 REGRESI BERGANDA ................... Error! Bookmark not defined. GAMBAR 4.1 STRUKTUR ORGANISASI SHERATON MUSTIKA YOGYAKARTA RESORT AND SPA ......... Error! Bookmark not defined. GAMBAR 4.2 KEPERLUAN TAMU MENGINAP DI SERATON MUSTIKA YOGYAKARTA............................... Error! Bookmark not defined. GAMBAR 4.3 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP DENGAN LAMA WAKTU MENGINAP .... Error! Bookmark not defined. Kendid Syahid, 2014 Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
GAMBAR 4.4 CUSTOMER SERVICE EXPERIENCE PADA GARIS KONTINUM ..................................... Error! Bookmark not defined. GAMBAR 4.5 BEHAVIOR INTENTIONS TAMU SHERATON MUSTIKA YOGYAKARTA............................... Error! Bookmark not defined. GAMBAR 4.6 HISTOGRAM DEPENDENT VARIABLE BEHAVIOR INTENTIONS .................................... Error! Bookmark not defined. GAMBAR 4.7 NORMAL PROBABILITY PLOT ....... Error! Bookmark not defined. GAMBAR 4.8 SUMMARY NORMALITAS VARIABEL ...... Error! Bookmark not defined. GAMBAR 4.9 HASIL UJI ASUMSI HETEROSKEDASTISITAS ............... Error! Bookmark not defined.
Kendid Syahid, 2014 Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
