PENGARUH CUSTOMER EXPERIENCE DAN HOTEL ATMOSPHERE TERHADAP KEPUTUSAN MENGINAP DI SWISSOTEL, JAKARTA UTARA

  • CHRISTIAN GUNAWAN UNIVERSITAS PELITA HARAPAN
  • JOECELIND GABRIELA UNIVERSITAS PELITA HARAPAN
  • VALENCIA CHATLYN GANI UNIVERSITAS PELITA HARAPAN
  • JULIANA . UNIVERSITAS PELITA HARAPAN
Keywords: Customer Experience, Hotel Atmosphere, Purchase Decision

Abstract

The research objective is to analyze the effect of customer experience on staying decisions at Swissotel North Jakarta, to
analyze the effect of hotel atmosphere on staying decisions at Swissotel North Jakarta, and to analyze the effect of customer
experience and hotel atmosphere on staying decisions at Swissotel North Jakarta. The research method uses quantitative
descriptive. The object of research at the Swissotel Hotel North Jakarta with simple random sampling technique, and data
collection using a questionnaire. The sampling technique uses probability sampling with the type of simple random 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. 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.

References

Aksu, M., & Bozok, D. (2012). The effects of hotel atmosphere on tourists‟ expectations and perceptions: an application at
bozcaada. Balikesir University The Journal of Social Science Institute, 15, 297–317.
Banat, A., & Wandebori, H. (2012). Store Design and Store Atmosphere Effect on Customer Sales per Visit, 84–89.
Batinic, I. (2016). Hotel management and quality of hotel services. Journal of Process Management. New Technologies, 4(1),
25–29. https://doi.org/10.5937/jpmnt1601025b
Badan Pusat Statistik. (2018). Tingkat Penghunian Kamar Hotel Berbintang menurut Provinsi dan Kelas Hotel tahun 2017-
2018.
Badan Pusat Statistik (2019). PDB Atas Dasar Harga Berlaku dan Harga Konstan 2010 Penyediaan Akomadasi dan Makan
Minum.
Choi, E. J., & Kim, S. H. (2013). The study of the impact of perceived quality and value of social enterprises on customer
satisfaction and re-purchase intention. International Journal of Smart Home, 7(1), 239–252.
Emir, O. (2016). A study of the relationship between service atmosphere and customer loyalty with specific reference to
structural equation modelling. Economic Research-Ekonomska Istrazivanja , 29(1), 706–720.
https://doi.org/10.1080/1331677X.2016.1195276
Heide, M., Lærdal, K., dan Grønhaug, K. (2009). Atmosphere as a tool for enhancing organizational performance: An
exploratory study from the hospitality industry. European Journal of Marketing.
Hussain, R., & Ali, M. (2015). Effect of Store Atmosphere on Consumer Purchase Intention. International Journal of
Marketing Studies, 7(2). https://doi.org/10.5539/ijms.v7n2p35
Ii, B. A. B., Teori, A. L., & Hotel, D. (2011). Pengaruh Kualitas Pelayanan…, Ruri Indra Irwansyah, Fakultas Ekonomi Dan
Bisnis UMP, 2017, 12–46.
Januaristi, C., & Widaningsih, S. (2017). PERSEPSI PELANGGAN TENTANG HOTEL ATMOSPHERE PADA THE 1O1
HOTEL BANDUNG DAGO TAHUN 2017 THE CUSTOMER PERCEPTION ABOUT HOTEL ATMOSPHERE ON THE 1O1
HOTEL BANDUNG DAGO IN 2017, 3(2), 361–367.
Khotimah, Khusnul, dan Afif, Nur Choirul (2016). Developing Customer Experience Model to Increase Emotional Brand.
Kotler, Philip dan Kevin Lane Keller.(2016). Marketing Management, 15e Edition, Pearson.
Kandampully, J., Zhang, T., & Jaakkola, E. (2018). Customer experience management in hospitality: A literature synthesis,
new understanding and research agenda. International Journal of Contemporary Hospitality Management, 30(1), 21–56.
https://doi.org/10.1108/IJCHM-10-2015-0549
Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: An exploration in business and consumer contexts
using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846–869.
https://doi.org/10.1007/s11747-010-0219-0
Maklan, S., & Klaus, P. (2011). Customer experience: Are we measuring the right things? International Journal of Market
Research, 53(6), 5. https://doi.org/10.2501/ijmr-53-6-771-792
Nasution, R. A., Sembada, A. Y., Miliani, L., Resti, N. D., & Prawono, D. A. (2014). The Customer Experience Framework as
Baseline for Strategy and Implementation in Services Marketing. Procedia - Social and Behavioral Sciences, 148, 254–261.
https://doi.org/10.1016/j.sbspro.2014.07.041
Purnomo, A. K. (2017). Pengaruh Cafe Atmosphere terhadap Keputusan Pembelian Gen Y pada Old Bens Cafe. Jurnal
Manajemen Maranatha, 16(2), 133.
Pramudita, Y. A., & Japarianto, E. (2013). Analisa Pengaruh Customer Value dan Customer Experience terhadap Customer
Satisfaction di De Kasteel Resto Surabaya. Jurnal Manajemen Pemasaran Petra, 1(1), 1–7. Retrieved from
https://media.neliti.com/media/publications/140540-ID-none.pdf
Remiasa, M., Pudjianto, M. G., Soewito, C. A., Perhotelan, P. M., Ekonomi, F., & Petra, U. K. (2014). Pengaruh Store
Atmosphere Terhadap Customer Satisfaction di Domicile Kitchen and Lounge Surabaya, (35), 399–410.
Rezwan Mahmood, S. M. K. (2014). Impact of Service Marketing Mixes on Customer Perception: A Study on Eastern Bank
Limited, Bangladesh. European Journal of Business and ManagementOnline), 6(34), 2222–2839.
Sekaran, U., & Bougie, R. (2016). Reserach Methods for Bussiness A Skill-Bulding Approach, 1–447.
Sharma, J., & Rather, R. A. (2015). Understanding the Customer Experience: An Exploratory Study of A Category
Hotels. International Journal on Customer Relations, 3(2). https://doi.org/10.21863/ijcr/2015.3.2.010
Schmitt, B. (2010). Experience marketing: Concepts, frameworks and consumer insights. Foundations and Trends in
Marketing, 5(2), 55–112. https://doi.org/10.1561/1700000027
Teixeira, J., Patrício, L., Nunes, N. J., Nóbrega, L., Fisk, R. P., & Constantine, L. (2012). Customer experience modeling:
From customer experience to service design. Journal of Service Management, 23(3), 362–376.
https://doi.org/10.1108/09564231211248453
Published
2020-05-12