Pengaruh customer experience dan hotel atmosphere terhadap keputusan menginap di Swissotel PIK Avenue Jakarta Utara

Gunawan, Christian and Gabriela, Joecelind and Gani, Valencia Chatlyn (2020) Pengaruh customer experience dan hotel atmosphere terhadap keputusan menginap di Swissotel PIK Avenue Jakarta Utara. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Tujuan penelitian untuk menganalisis pengaruh customer experience terhadap keputusan menginap di Swissotel Jakarta PIK Avenue, untuk menganalisis pengaruh hotel atmosphere terhadap keputusan menginap di Swissotel Jakarta PIK Avenue, dan untuk menganalisis pengaruh customer experience dan hotel atmosphere terhadap keputusan menginap di Swissotel Jakarta PIK Avenue. Metode penelitian menggunakan deskriptif kuantitatif. Objek penelitian pada Hotel Swissotel Jakarta PIK Avenue dengan teknik purposive sampling, dan pengumpulan data menggunakan kuesioner. Teknik pengambilan sampel menggunakan penelitian kuantiatif dengan teknik non-probability sampling dengan jenis purposive sampling. Dimana dalam penelitian ini menggunakan metode jumlah variabel yang digunakan dikali dengan lima. Dengan demikian, sampel dalam penelitian ini sebanyak 130 responden (jumlah variable 26x5). Analisis data dilakukan dengan menggunakan SPSS ver.25 mendapatkan hasil bahwa customer experience memberikan pengaruh positif dan signifikan terhadap keputusan menginap, hotel atmosphere memiliki pengaruh positif dan signifikan terhadapan keputusan menginap, dan customer experience dan hotel atmosphere memiliki pengaruh positif dan signifikan terhadap keputusan menginap. Kata Kunci: pengalaman tamu, hotel atmosfer, dan keputusan menginap / The research objective is to analyze the effect of customer experience on staying decisions at Swissotel Jakarta PIK Avenue, to analyze the effect of hotel atmosphere on staying decisions at Swissotel Jakarta PIK Avenue, and to analyze the effect of customer experience and hotel atmosphere on staying decisions at Swissotel Jakarta PIK Avenue. The research method uses quantitative descriptive. The object of research at the Swissotel Hotel North Jakarta with purposive sampling technique, and data collection using a questionnaire. The sampling technique uses non- probability sampling with the type of purposive sampling. Where in this study using the method of the number of variables used multiplied by five. Thus, the sample in this study was 130 respondents (number of variables 26x5). Data analysis was performed using SPSS ver.25 to get results that customer experience has a positive influence on stay decisions, hotel atmosphere has a positive and significant impact on stay decisions, and customer experience and hotel atmosphere has a positive and significant influence on stay decisions. Keywords: customer experience, hotel atmosphere, and purchase decisions

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