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 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 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.

PENGARUH KEPEMIMPINAN DAN MOTVASI KERJA TERHADAP KUALITAS PELAYANAN PUBLIK (STUDI KASUS PADA KANTOR KEMENTERIAN AGAMA SUNGAI PENUH )

2020 ◽  
Author(s):  
Pahrizal
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Analysis Techniques ◽  
Intervening Variables

The research is proposed to test the influence of Leadership and Motivation Work on Public Service Quality. The population in this study was the Kantor Kementerian Agama Sungai Penuh who had received the last 1 year service at the Kantor Kementerian Agama Sungai Penuh, amounting to 260 people. Furthermore, by using the Slovin formula, a sample size of 158 people was chosen with a sampling technique based on Simple Random Sampling. This study uses primary data and secondary data. Data analysis techniques used are path analysis and hypothesis testing using t test with data analysis using SPSS version 20. The results of the study based on showing that partially the Leadership and motivation work have a positive and significant effect on Public Service Quality. The results also show that motivation work variables act as intervening variables between Leadership and Public Service Quality.

scholarly journals PENGARUH LABEL HALAL TERHADAP PILIHAN KONSUMEN GERAI INDOMART PANUMBANGAN KABUPATEN CIAMIS

2020 ◽  
Vol 3 (1) ◽  
pp. 87-105
Author(s):  
Lilis D Hadaliah ◽  
Sri Maryani
Keyword(s):  
Consumer Choice ◽  
Selection Process ◽  
Secondary Data ◽  
Sampling Technique ◽  
Food Product ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Validity And Reliability ◽  
Linear Coefficient ◽  
Simultaneous Test

This research aims to analyse the practice of halal labels as well as the process of consumer choice when choosing Halal products at Indomart Panumbangan. The data used in the study is primary data and secondary data. Primary Data is obtained directly from the survey dissemination to the research respondent. Secondary data is derived from literature, journals, or data related to research purposes. The population in this study is the consumer of Indomart Panumbangan, a sampling technique is a simple random sampling, a sampling of 50 people. Methods for collecting data using questionnaire or poll. The data analysis techniques in this study are validity and reliability tests, simple linear regression analyses as well as linear coefficient (R) analyses and determinations (R2).  The results of the study showed the halal Label on each packaged food product offered at Indomart Panumbangan 90% of the official halal Label, the rest of which are labeled halal but not in accordance with the provisions of LPPOM MUI. The selection process on products labeled halal, consumers influenced cultural factors. From a variable X R2 test (Halal label) it affects 29.8% against Y (consumer choice). From simultaneous test results and variable X partial tests significantly affect the consumer's preference (Y).

scholarly journals A study on customers purchase decesion making green marketing products in tamil nadu with special reference to coimbatore city

2015 ◽  
Vol 1 (4) ◽  
pp. 316-322
Author(s):  
MARAGATHAM V
Keyword(s):  
Tamil Nadu ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Green Marketing ◽  
Primary Data ◽  
Environmental Threats ◽  
Factors Influencing ◽  
Environmentally Responsible ◽  
Environmentally Safe

First of all, environment and environmental problems, one of the reason why the green marketing emerged. According to the American Marketing Association, green marketing is the marketing of products that are presumed to be environmentally safe, To analyse the factors influencing the green marketing products in Coimbatore city.Objectives of the study, To analyse the factors influencing the green marketing products in Coimbatore city. The describptive research has used this study. Primary as well as secondary data has been used in this study. Primary data collected from structured questionnaire. Secondary data were collected from journals, magazines, news paper etc. Simple random sampling technique adopted in this study.Suggested this study, Consumer needs to be made more aware about the merits of Green products. The consumer needs to be educated and made aware of the environmental threats. It should be made sure that the consumer is aware of and concerned about the issues that your product attempts to address. Green Marketing campaign and green advertising is good step toward it. Conclude this study, an environmental committed organization may not only produce goods that have reduced their detrimental impact on theenvironment, they may also be able to pressure their suppliers to behave in a more environmentally responsible fashion.

scholarly journals PENGARUH CITRA MEREK, KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN MAHASISWA DI UNIVERSITAS MUHAMMADIYAH TANGERANG

2019 ◽  
Vol 18 (2) ◽  
pp. 121-143
Author(s):  
Ade Indra Permana ◽  
Mulky Fauzan ◽  
Sugeng Lubar Prastowo
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Random Sampling ◽  
Brand Image ◽  
Secondary Data ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Primary Data ◽  
Perceived Price ◽  
Students Satisfaction

This study aims to analyze the influence of brand image, service quality, and perceived price and its implication towards student satisfaction in Universitas Muhammadiyah Tangerang (UMT). This research is quantitative in nature. Both primary and secondary data were obtained from various source such as journals. Primary data were gathered using questionnaire which were distributed to the target respondent. The population consists of active students from Faculty of Engineering and Faculty of Economy actively studying in 2017 using a purposive sampling. Total sample of 100 students were obtained. Data were analyzed using SPSS version 23. The research found that the brand image, service quality and perceived price are affecting students satisfaction of Universitas Muhammadiyah Tangerang. Researcher suggests UMT to improve their brand image, also to improve administration services and lecturer quality. In addition UMT shall adjust their tuition costing structure to win the competition in pricingPenelitian ini bertujuan untuk menganalisis pengaruh Citra Merek, Kualitas Layanan dan Persepsi Harga Terhadap Kepuasan Mahasiswa di Universitas Muhammadiyah Tangerang (UMT). Penelitian bersifat kuantitatif dan bersifat explanatory, sedangkan teknik pengumpulan data berdasarkan kuesioner dan dokumen. Populasi penelitian ini adalah mahasiswa dari fakultas teknik dan fakultas ekonomi yang aktif berkuliah pada tahun 2017. Metode pengambilan sample menggunakan metode probability sampling dan teknik pengambilan sampel dengan menggunakan simple random sampling. Penentuan ukuran sampel menggunakan rumus Slovin dengan tingkat kesalahan 10% berjumlah 100 mahasiswa yang diambil sebagai responden. Data yang terkumpul dianalisa menggunakan SPSS versi 23. Hasil penelitian ditemukan bahwa Citra Merek, Kualitas Layanan dan Persepsi Harga secara signifikan berpengaruh terhadap Kepuasan Mahasiswa di UMT. Peneliti menyarankan UMT perlu meningkatkan citra merek, dan juga melakukan peningkatan di kualitas staf administrasi dan pengajar. Selain itu UMT perlu meninjau kembali biaya perkuliahan yang dikenakan ke mahasiswa agar dapat meningkatkan daya saing

scholarly journals Effect of Family Environment and Education Costs on Student Achievement with Interest in Reading as an Intervening Variable

2020 ◽  
Vol 4 (1) ◽  
pp. 164
Author(s):  
Sutriayu Sutriayu ◽  
Makhdalena Makhdalena ◽  
Sumarno Sumarno
Keyword(s):  
Student Achievement ◽  
Family Environment ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Learning Achievement ◽  
Environment Education ◽  
Education Costs ◽  
Reading Interest

Learning entrepreneurship is very important for special students in vocational high schools (SMK). However, there are still many students getting entrepreneurial grades under the standard (KKM). It can be said that student achievement in entrepreneurship subjects is low, this is inseparable from the factors that influence learning achievement such as: family environment, education costs, and reading interest. The research objective is to look at the effect of family environment and educational costs on student achievement both simultaneously and partially and to see the influence of family environment, education costs, and reading interest on learning achievement both simultaneously and partially. The population in this study was the entire class XI Pharmacy Pharmacy Ikasari Pekanbaru with 249 students. The sampling technique used Simple Random Sampling with a sample size of 153 students. The data in this study were secondary data obtained from school documents in the form of student daily test scores and primary data obtained from questionnaires filled out by students. The results showed that family environment and education costs had a positive and significant effect on learning achievement both 43.4% simultaneously and partially with a large coefficient of peht 43.6% and 39.7% and family environment, education costs, and reading interest positive and significant effect both simultaneously at 56.3% and partial with a peht coefficient of 16.5%, 13.2%, and 57.3%.

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 The Effect of Customer Satisfaction on Customers Loyalty at the Green Mart Supermarket in Namrole City

2021 ◽  
Author(s):  
M Chairul Basrun Umanailo
Keyword(s):  
Customer Satisfaction ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
Literature Study ◽  
Long Time ◽  
Quality Of Products ◽  
The City ◽  
Positive Effect

This study aims to determine the effect of customer satisfaction on buyer loyalty at Green Mart in Namrolesupermarkets. This research is quantitative. This research took place in the city of Namrole with the object of research at the Green Mart Supermarket. Sources of data in this study are primary data and secondary data. The data collection techniques in this research were survey and literature study. Sampling was done by non-probability sampling with a purposive sampling technique. The data analysis in this study used regression analysis. This analysis is used to examine the effect of customer satisfaction on loyalty. The results showed that customer satisfaction has a positive effect on loyalty. This implies that, if customer satisfaction increases, loyalty also tends to increase, if a customer is satisfied with the value provided by the products sold and the services received from Supermarkets, Green Mart is very likely to become loyal customers to Supermarkets. Green Mart for a long time. However, if customer satisfaction decreases, loyalty tends to decrease. Increased customer satisfaction is influenced by several factors, including the product and quality of products sold by various stores and according to the market tastes of shop consumers, friendliness, speed of service, and ease of transactions.

PENGARUH KARAKTERISTIK INDIVIDU DAN KOMPETENSI PEGAWAI TERHADAP KEPUASAN PELAYANAN PADA MASYARAKAT (STUDI KASUS PADA KANTOR URUSAN AGAMA KECAMATAN SUNGAI PENUH )

2020 ◽  
Author(s):  
Dwi Handayani
Keyword(s):  
Data Analysis ◽  
Community Service ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Individual Characteristics ◽  
Service Satisfaction ◽  
Primary Data ◽  
Employee Competencies ◽  
The Individual

The research is proposed to test the influence of individual characteristics and employee competencies on community service satisfaction. The population in this study was the Sungai Penuh City community who had received the last 1 year service at the Kantor Urusan Agama Kecamatan Sungai Penuh, amounting to 150 people. Furthermore, by using the Slovin formula, a sample size of 110 people was chosen with a sampling technique based on Simple Random Sampling. This study uses primary data and secondary data. Data analysis techniques used are path analysis and hypothesis testing using t test with data analysis using SPSS version 20. The results of the study based on showing that partially the individual characteristics and competence of employees have a positive and significant effect on community service satisfaction. The results also show that employee competency variables act as intervening variables between individual characteristics and community service satisfaction.

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