scholarly journals Customer Relation Practices and it's Impact on Customer Satisfaction in Travel & Tour Business (A Case Study of Kathmandu Valley)

2020 ◽  
Vol 9 (1) ◽  
pp. 34-40
Author(s):  
Kapil Khanal
Keyword(s):  
Customer Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Tourism Industry ◽  
Primary Data ◽  
Accurate Information ◽  
Structured Interviews ◽  
Travel Agents ◽  
Questionnaire Research

Objective: To understand customer relation practices of Travel & Tour Businesses and measure the customer satisfaction through survey. Methods and Materials: Customer relation practices were recorded through semi-structured interviews and observation of travel agencies in Kathmandu. Furthermore, 119 customer feedbacks from the three agencies were gathered. Feedback was gathered by using a questionnaire. Research is based up on primary data. Simple random sampling technique is used to collect data. Descriptive as well as explorative research designs were used to analyze the data. Results and Conclusion: "Details given to Clients" and "Accurate Information" are the first important factors for travel agents. Attraction of the place and recommendation of travel agent are insignificant. Travel & Tour Business is a part of Tourism Industry which is largest industry in Nepal.

scholarly journals KEPUASAN WISATAWAN DALAM PENGGUNAAN E-COMMERCE AGODA DALAM PEMESANAN HOTEL

2020 ◽  
Vol 8 (1) ◽  
pp. 61-70
Author(s):  
Suci Sandi Wachyuni ◽  
Kadek Wiweka
Keyword(s):  
Customer Satisfaction ◽  
Industrial Revolution ◽  
Brand Image ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Tourism Industry ◽  
Primary Data ◽  
Emotional Factor ◽  
June July

The industrial revolution that entered the 4.0 phase encouraged the industry to innovate, where one of the developing industries was e-commerce. As part of the OTA (tourism industry), e-commerce, or especially Agoda offers not only products but also services. However, at the moment, Agoda can be said to be left behind if we look at the ranking of the top brand awards, 2019. Therefore this research intends to examine the satisfaction of tourists (consumers) in using Agoda for booking a hotel. The approach used in this research is descriptive quantitative, where primary data is collected through a questionnaire with indicators of customer satisfaction (Repurchase, Word of Mouth, Brand Image, Product Quality, Price, Service Quality, and Emotional Factor). The scale used is Likert (1-5), and the sampling technique used is probability sampling, which is simple random sampling with a total of 100 respondents. The secondary data is taken from Agoda's website, books, literature, and previous research. The study was conducted during June-July 2019. This study found that the average tourist was quite satisfied - satisfied with Agoda's services in booking hotels. However, to maintain its existence, Agoda needs to make efforts to attract tourists, especially in improving the Agoda brand image. Also, the cooperation partners, which are hotels, will have high confidence in marketing their hotels through Agoda. Furthermore, in terms of the marketing segment, Agoda is very firmly attached to the millennial generation in meeting accommodation needs. However, it is interesting to investigate further the purpose of booking this accommodation, whether for travel needs or other vacation concepts, like one of the popular concepts nowadays, "staycation".  This research is expected to provide information about service conditions and customer satisfaction using Agoda. So the results of this study can be useful not only for Agoda companies but also for other OTAs who offer similar products or services.   Keywords: kepuasan wisatawan, e-commerce, pemesanan hotel, online travel agent (OTA)

scholarly journals An Empirical Study on Food and Beverage Service Quality and Customer Satisfaction in Star Graded Hotels in Dambulla

2020 ◽  
Vol 10 (6) ◽  
pp. 1-8
Author(s):  
Bandara WMAH ◽  
Dahanayake SNS
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Pearson Correlation ◽  
Sampling Technique ◽  
Tourism Industry ◽  
Primary Data ◽  
Success Factor ◽  
Food And Beverage ◽  
The Impact

The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards.  However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.

scholarly journals Estimation of consumers demand functions of cut-flowers products: A case study of Pakistani, Punjab

2015 ◽  
pp. 1-9
Author(s):  
Muhammad Usman
Keyword(s):  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Cut Flower ◽  
Cut Flowers ◽  
Demand Functions ◽  
High Preference ◽  
The Rich ◽  
Set Up

The objective of this study was to estimate purchase frequency of the selected cut-flower items and demand functions in Punjab and Pakistan. Simple random sampling technique was employed to collect primary data from 120 consumers using a well-structured and field pretested questionnaire during the year 2012-13. The results of the findings revealed that the average price was the highest in case of flowers stage decoration (Rs. 9546), followed by jewelry set (Rs. 677), flower basket (Rs. 394), mala (Rs. 334,), bouquets (Rs. 259), garland (Rs. 41), and gajjra (Rs. 21). Most of the selected consumers (61%) occasionally purchased flowers. The reason of occasionally purchasing was that mostly the consumers purchased the flowers at the occasions of various ceremonial days, i.e., Valentines Day, birth of baby, and death of a relative, etc. About 45% of the selected consumers preferred rose flower. The reasons of high preference for rose flowers were that this is a common flower, mostly grown in all areas of Pakistan and everyone is familiar to it. After rose the jasmine flower (27%) is preferred due to its attractive smell and fragrance, it is also a common flower and mostly grown in Pakistan. It is the national flower of Pakistan. The results of the demand function revealed that the variable of age was significant for the selected cut-flower items, but the variable of education of the consumers was insignificant in case of flowers car decoration. The consumers are restrained to decide about the rational price of the item purchased. There is a limited number of cut-flower shops. Majority of the shops are located in the rich areas of the cities. Common consumers are to travel long distances to purchase flower items. More retail flower shops should be set up by the local bodies in all parts of the cities. The market committees should standardize prices for cut-flower items for the benefit of consumers. Policy need to be designed to increase the demand of flowers by electronic and press media.

scholarly journals PROGRAM SERVICE RECOVERY UNTUK PENCIPTAAN KEPUASAN PELANGGAN DI ANGKUTAN KERETA API DAERAH OPERASI 2 BANDUNG

2016 ◽  
Vol 16 (1) ◽  
pp. 24
Author(s):  
Fitri Lestari
Keyword(s):  
Customer Satisfaction ◽  
Linear Regression Analysis ◽  
Service Recovery ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Survey Method ◽  
Perceived Satisfaction ◽  
Recovery Program

The development modes of transportation in Indonesia led to competition in the various modes such as by land; sea and air were increasing. Railway is one mode of transportation, especially as the most dominated by the passenger in Bandung. Due to higher competition pattern, efforts were made to improve passenger satisfaction. Various complaints can occur, and will increase if not addressed promptly so that the company should seek to restore service (service recovery) that passengers are satisfied. This study was conducted to determine how the implementation of the program service recovery Argo Gede Train, perceived satisfaction of passengers and how much influence the program service recovery on customer satisfaction.The object of this research was Argo Gede Train passenger route Bandung-Jakarta. The independent variable in this study was a service recovery program (X), and the dependent variable was customer satisfaction (Y). The type of research was descriptive verification, through explanatory survey method with simple random sampling technique, and 100 respondents were analyzed by linear regression analysis. The data used in this study are primary data and secondary data, with data collection through interviews, direct observations, and questionnaires' research, and literature studies. The results showed in the service recovery program, has improved the accuracy of the biggest scores. The results showed that the service recovery program has the effect of 47.80% on customer satisfaction to note that the service recovery program has a significant impact on customer satisfaction.  Keywords: Service Recovery, Customer Satisfaction    

scholarly journals PENGARUH PARTISIPASI MASYARAKAT, KOMPETENSI SUMBER DAYA MANUSIA, DAN PENGAWASAN TERHADAP AKUNTABILITAS PENGELOLAAN DANA DESA (STUDI KASUS PADA KABUPATEN ACEH BARAT DAYA)

2019 ◽  
Vol 4 (3) ◽  
pp. 471-481
Author(s):  
Siti Umaira ◽  
Adnan Adnan
Keyword(s):  
Human Resource ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Fund Management ◽  
The Public ◽  
Public Figures ◽  
Analysis Technique

The purpose of this study is to examine the effects of community participation, human resource competence, and supervision on accountability of village fund management (a case study in Kabupaten Aceh Barat Daya). This is a quantitative study with questionnaire used as the primary data elicitation and Likert scale as the measure. The study was carried out in Kabupaten Aceh Barat Daya. A total of 120 respondents were selected, consisting of the villages’ tuha peut and public figures. The simple random sampling was used as the sampling technique with the Slovin formula for determining the number of samples. The multiple linear regression was employed as the data analysis technique, facilitated by the SPSS version 21. The results indicate that the public participation (X1), human resource competency (X2), and supervision (X3) variables either partially or simultaneously have significant effects on the accountability of village fund management (Y).

scholarly journals Evaluating the Impact of Hazara Motorway on Tourism Growth Under the China-Pakistan Economic Corridor in Hazara Region, Khyber Pakhtunkhwa, Pakistan

2021 ◽  
Vol VI (II) ◽  
pp. 55-66
Author(s):  
Rafit Saheed ◽  
Nauman Ahmed ◽  
Armaghan Khan
Keyword(s):  
Sampling Technique ◽  
Simple Random Sampling ◽  
Tourism Industry ◽  
Primary Data ◽  
Future Expectations ◽  
Industry Growth ◽  
Factors Associated ◽  
Tourist Demand ◽  
Tourism And Hospitality ◽  
The Impact

The objective of this research is to evaluate the outcome of Hazara Motorway on Tourism Expansion because of China-Pakistan Economic Corridor (CPEC) in Hazara region. This research used primary data collected through a questionnaire from the 120 tourists regarding their response on factors associated with future expectations of tourism industry growth in Hazara region under CPEC due to Hazara motorway using a purposive simple random sampling technique. The study used logistic regression for analysis. The regression results show that tourists' expectation of tourism growth under CPEC is positively and significantly associated with the occupation of the respondent, availability of rooms, tourist will come due to Hazara CPEC motorway, increase in tourism under CPEC, tourism growth, and tourism and hospitality infrastructure is enough to meet the tourist demand. The study concludes that in the future, the demand of tourism will progress under the CPEC, the specially Hazara motorway will play its part in lifting local tourism.

Factor Analysis On Customer Satisfaction At Bella Vita Hotel

2020 ◽  
Vol 18 (3) ◽  
pp. 47
Author(s):  
Gabriela Roselin Wongge
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Personal Experience ◽  
Simple Random Sampling ◽  
Tourism Industry ◽  
Primary Data ◽  
Average Data ◽  
New Variables

Tourism industry in Indonesia is growing rapidly every year. This requires Bella Vita Hotel to maintain and develop the company to increase sales, maintain customer loyalty, and attract more customers by increasing customer satisfaction. The researcher uses service quality, price, facility, and customer satisfaction as the reference variables for this study. The purpose of this study is to analyze the factors that influence the level of customer satisfaction at Bella Vita Hotel. The population of this study is 152 people, taken from the average data of customers that stayed at Bella Vita Hotel from May-July 2019. Therefore, the number of samples obtained through the calculation using the Slovin Formula is 61 people. The researcher collected the primary data by distributing questionnaires to 61 customers of Bella Vita Hotel, and the sample is selected using Simple Random Sampling and processed using SPSS 22. Exploratory Factor Analysis is the technique of data analysis used in this study. The result of this study are 7 new variables with each operational item inside, namely: Personal Experience, Benefit, Company Image, Employee Capabilities, Customer Oriented, Feedback, and Price.

scholarly journals EFFECT OF TANGIBILITY ON CUSTOMER SATISFACTION AMONG MICRO FINANCE BANKS CUSTOMERS IN KENYA

2021 ◽  
Vol 6 (2) ◽  
pp. 15-20
Author(s):  
Hakim Nyabundi ◽  
Victor Aliata ◽  
Alphonce Odondo
Keyword(s):  
Customer Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Target Population ◽  
Primary Data ◽  
Unique Contribution ◽  
Microfinance Institutions ◽  
Satisfaction Index ◽  
Markets And Institutions ◽  
Kisumu City

Purpose: Financial markets and institutions are central to the process of economic growth. The provision of credit has increasingly been regarded as an important tool for raising the incomes of populations, mainly by mobilizing resources to more productive uses. However, microfinance institutions in Kisumu City Kenya are still far off from reaching the required customer satisfaction index. The main purpose of the study was to establish the effect of tangibility on customer satisfaction among micro finance banks (MFB) customers in Kisumu City. Methodology: This study was anchored on a Market based theory; Survival based theory and the Expectancy Disconfirmation theory. A correlation research design was used. Study targeted 10,300 MFB customers in Kisumu City. A sample size of 370 MFB customers was drawn from the target population using simple random sampling technique. The study used primary data from questionnaires. Findings: The findings indicated that Tangibility is associated with 63.1% of the variation in customer satisfaction, an increase in tangibility affects customer satisfaction by 0.341. The correlation analysis to determine the effect of tangibility on customer satisfaction shows a significant correlation existed (r = 0.631, p < 0.05). This shows 63.1% of the variations on customer satisfaction are associated with tangibles. Unique Contribution to Theory, Practice and Policy: The organization needs to train employees on various aspects of tangibility. Systems should be in place that ensures certain aspects like security and quality are retained and improved throughout customers’ lifetime.

scholarly journals How are Holiday Photography Startups “Disrupting” Indonesia Tourism Business?

2020 ◽  
pp. 62-77
Author(s):  
Marya Yenny ◽  
Kadek Wiweka ◽  
Suci Sandi Wachyuni ◽  
Putu Pramania Adnyana
Keyword(s):  
Social Media ◽  
Business Model ◽  
Business Models ◽  
Sampling Technique ◽  
Tourism Industry ◽  
Primary Data ◽  
Travel Agents ◽  
Interactive Analysis ◽  
Efficiency And Effectiveness ◽  
Quota Sampling

The era of disruption has had an effect on changing the business model of the tourism industry based on startups. This business model has changed a variety of tourism businesses, ranging from online travel agents (OTA) to culinary. One of the startups that are currently developing among the millennial generation is holiday photography. This phenomenon encourages researchers to examine the opportunities and challenges of the development of tourism startups, especially in the company “FAT” (under the pseudonym). More specifically, this study identifies business models and their market characteristics. Besides, this study also analyzes the opportunities and challenges of the emergence of these startups. This study uses a qualitative approach with descriptive methods to describe the phenomenon of disruption, startups business models, and illustrate the opportunities and challenges that may be faced in the future by “FAT” company. The sampling technique used in the study is Quota Sampling by involving 31 consumers who have used “FAT” services. This number is used by considering the limited number of consumers who have ever used this startup service. The primary data in this study uses netnographic techniques by observing “FAT”'s website and social media, as well as conducting interviews with key informants from “FAT”. Besides, this study also distributed e-questionnaires via Instagram's direct messages. The analytical method used for this research is interactive analysis, which divided into three stages, including data reduction, drawing conclusions, and presenting data. This research found that the tourism industry in the era of disruption emphasized efficiency and effectiveness strategies. This strategy is entirely appropriate when looking at market segments, most of which are millennials or active users of gadgets and social media. While some alternative strategies that can be done by a “FAT” company include focusing on brands, marketing techniques, attractive and popular tourist sites, service innovation, and collaboration with trusted local photographer partners. Considering the area of holiday photography research is still limited, this research expected to be a reference for further research, especially related to tourism startups. Besides, practically, the results of this study can be useful for tourism stakeholders to find out the challenges of business in the era of distraction and strategies for developing a business model based on startups.

scholarly journals PENGARUH KUALITAS PRODUK DAN HARGA TERHADAP KEPUASAN KONSUMEN POKAT KOCOK BAROKAH MEDAN

2019 ◽  
Vol 13 (2) ◽  
pp. 92
Author(s):  
Deltri Mayuni ◽  
Edison Sagala
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Random Sampling ◽  
Field Research ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data

AbstrakPenelitian ini bertujuan untuk mengetahui dan menjelaskan pengaruh kualitas produk dan harga terhadap kepuasan konsumen pokat kocok Barokah Medan. Sumber Data dalam penelitian ini adalah data primer yang diperoleh dari penelitian lapangan melalui kuosioner, wawancara dan studi dokumentasi. Populasi dalam penelitian ini adalah 1750 orang dan teknik pengambilan sampel dilakukan dengan teknik simple random sampling sehingga sampel di ambil berjumlah  95 orang. Teknik analisis data yang digunakan adalah dengan teknik analisis regresi dengan rumus Y = a + b1x1 + b2x2 + e . Berdasarkan hasil penelitian dapat disimpulkan bahwa terdapat pengaruh yang positif dan singnifikan kualitas produk dan harga terhadap kepuasan konsumen pokat kocok Barokah Medan. Kata kunci : Kualitas Produk, Harga, Kepuasan Konsumen AbstractThis research aims to indentify and explaint The Influence Of Product Quality And Price To Customer Satisfaction Pokat Kocok Barokah Medan. Sources of data in this study is primary data collected from field research throught questionnaires, interviews and documentary study. The population in this study was 1750 responden and the sampling technique is done by simple random sampling so thhat the samples was taken amounted to 95 respondent .  Technique  analysis used in this study is multiple regression analysis with formula Y = a + b1x1 + b2x2 + e. The Conclusion from this research is there influence positif and significant of product quality and price to customer satisfaction pokat kocok Barokah Medan. Keyword : Product quality, Price, Customer Satisfaction

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