GDL

The Analysis Of Physical Evidence Toward Customer Satisfaction Of Ciawitali Swimming Pool

Tugas Akhir, 011 / 2017 / MPE
Undergraduate Theses from JBPTPPOLBAN / 2018-01-26 15:17:45
Oleh : Feni Pujiani - 145231011 (fenipujiani3@gmail.com)
Dibuat : 2017-11-17, dengan 4 file

Keyword : Physical evidence, facility exterior, facility interior, other tangibles, kepuasan konsumen
Subjek : Physical evidence, facility exterior, interior facility, other tangibles, customer satisfaction

Perkembangan pariwisata yang semakin meningkat memberikan pengaruh terhadap kemajuan sektor jasa di Indonesia. Kolam renang Ciawitali adalah salah satu tempat wisata yang dikunjungi oleh banyak wisatawan, namun kepuasan konsumen belum dapat teridentifikasi. Konsumen seringkali mengandalkan physical evidence untuk mengevaluasi dan menilai kepuasan terhadap jasa. Penelitian ini dilakukan untuk mengidentifikasi perbedaan persepsi berdasarkan profil responden terhadap physical evidence dan kepuasan, mengidentifikasi hubungan physical evidence terhadap kepuasan, mengukur pengaruh dan mengidentifikasi dimensi physical evidence yang paling berpengaruh terhadap kepuasan, serta merancang strategi physical evidence guna tercapainya kepuasan. Sample yang digunakan adalah orang yang sedang berkunjung ke kolam renang Ciawitali. Melalui survei kuesioner dengan teknik convenience sampling terkumpul data sebanyak 210 responden, namun 15 responden tidak memenuhi syarat, dan yang digunakan untuk olah data hanya 195 responden. Adapun analisa deskriptif, uji validitas, uji reliabilitas, uji independent sample t-test, uji anova, uji korelasi, dan analisis regresi merupakan teknik analisis data yang digunakan dalam penelitian. Dari hasil penelitian dapat disimpulkan bahwa terdapat perbedaan persepsi berdasarkan profil responden terhadap physical evidence dan kepuasan kecuali berdasarakan jenis kelamin, physical evidence memiliki hubungan dan pengaruh yang positif dan signifikan terhadap kepuasan, dimensi facility interior yang paling berpengaruh terhadap kepuasan, strategi physical evidence dibuat dengan meningkatkan indikator yang memiliki nilai mean paling rendah dari setiap dimensi ditambah hasil wawancara, yaitu parking, signage, employee appearance, dan safeguard. Kata Kunci: Physical evidence, facility exterior, facility interior, other tangibles, kepuasan konsumen.

Deskripsi Alternatif :

The increasing development of tourism has an impact on the progress of the service sector in Indonesia. Swimming pool Ciawitali is one of the tourist attractions visited by many tourists, but customer satisfaction can not be identified. Consumers often rely on physical evidence to evaluate and assess satisfaction with services. This study was conducted to identify differences of perception based on respondents' profile on physical evidence and satisfaction, to identify the relationship of physical evidence to satisfaction, to measure the influence and to identify the most important physical evidences dimension to the satisfaction, and to design the physical evidence strategy in order to achieve satisfaction. The sample used is the person who was visiting the swimming pool Ciawitali. Through a questionnaire survey with convenience sampling technique collected data of 210 respondents, but 15 respondents did not meet the requirements, and used for data if only 195 respondents. The descriptive analysis, validity test, reliability test, independent sample t-test, anova test, correlation test, and regression analysis are data analysis techniques used in the research. From the result of the research, it can be concluded that there is difference of perception based on respondent profile to physical evidence and satisfaction except based on gender, physical evidence has relationship and positive and significant influence to satisfaction, interior facility dimension most influence to satisfaction, physical evidence strategy is made by increasing indicators that have the lowest mean value of each dimension plus interview results, namely parking, signage, employee appearance, and safeguard. Keywords: Physical evidence, facility exterior, interior facility, other tangibles, customer satisfaction.

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