The Influence Of Hotel Interior, Hotel Customer Process, And Hotel Design On Repurchase Intentions Mediated By Customer Satisfaction

Diomi Shinegi; Anton Wachidin Widjaja

doi:10.21107/dinar.v9i1.11968

The Influence Of Hotel Interior, Hotel Customer Process, And Hotel Design On Repurchase Intentions Mediated By Customer Satisfaction

Diomi Shinegi, Anton Wachidin Widjaja

Abstract

The development of sharia hotels is considered as a support for tourism that is not only commercially oriented but always upholds the noble values of religion and customs of a nation. This study is a quantitative study that aims to test the influence of independent variables on dependent variables. The sample in this study was carried out by simple random sampling. The research data was obtained by spreading questionnaires to sharia hotel customers. The collected data were analyzed by path analysis assisted by the Smart PLS application. Smart PLS analysis in this study was carried out in 2 stages, namely outer model and inner model analysis. Inner model analysis for 1) testing the validity and reliability of the instrument and 2) conducting an r square test to determine the percentage of influence. The inner model analysis is carried out to test hypotheses. Based on the test results, it is known that all instruments are declared valid and flexible. Hotel Interior, Hotel Customer Process, and Hotel Design affect customer satisfaction by 94.0%, while Hotel Customer Process and Hotel Design affect customer satisfaction and customer satisfaction affects repurchase intention by 96.1%. The results of hypothesis testing show that the Hotel Customer Process, Hotel interior, and hotel design affect the company's satisfaction, and customer satisfaction can partially mediate the relationship between the hotel customer process, hotel interior, and hotel design to repurchase intention. Upcoming research is expected to add other variables because there are still many factors that affect consumer satisfaction and repurchase intentions of Islamic hotel customers. The reach for research on Islamic hotels can expand and expand widely.

Keywords

Interior Hotel, Desain Hotel, Repurchase Intention, Customer Satisfaction, Hotel Customer Proses

Full Text:

PDF

References

Adinugraha, H. H., Sartika, M., & Kadarningsih, A. (2018). Desa Wisata Halal: Konsep Dan Implementasinya Di Indonesia. Jurnal Human Falah.

Alandri, S. K. (2019). Sharia Hotel Concept and Customer Value Effect on Customer Satisfaction. Integrated Journal of Business and Economics. https://doi.org/10.33019/ijbe.v3i2.175

Ariyanto, A. (2012). Desain Interior Hotel Syariah. Pendhapa.

Basit, A., & Handayani, R. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Allium Tangerang Hotel. LONTAR: Jurnal Ilmu Komunikasi. https://doi.org/10.30656/lontar.v6i2.954

Boczkowska, K. (2020). Dwellers that do not Belong, Dwellings that no Longer Exist: Staging Hotel Interiors and (Unhomely) Domesticity in Experimental Documentary Film. Home Cultures. https://doi.org/10.1080/17406315.2020.1757382

Deng, W. J., Yeh, M. L., & Sung, M. L. (2013). A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American customer satisfaction index. International Journal of Hospitality Management. https://doi.org/10.1016/j.ijhm.2013.05.010

Hakiki, I. A. L., Wijaksono, S., & Mariana, Y. (2021). Bamboo as local material for hotel interior finishing. IOP Conference Series: Earth and Environmental Science. https://doi.org/10.1088/1755-1315/794/1/012229

Harsono, Danny , Angielica Ruslie, R. J. (2020). ANALISA PENGARUH PENGALAMAN KONSUMEN TERHADAP KEPUASAN KONSUMEN DI HOTEL YELLO JEMURSARI SURABAYA. Jurnal Hospitality Dan Manajemen Jasa, 8(1), 222–238.

Hidayatun, N., Rosmiati, M., & Saputro, E. (2017). Aplikasi E-Reservation Untuk Pemesanan Kamar Pada Hotel Hinâs. Sistem Informasi.

Khairunnisa, H., & Indraprasti, A. (2018). Desain Interior Hotel Dengan Konsep Budaya Peranakan Cina (Pengaplikasian Wayang Potehi Pada Interior Hotel). Jurnal Sains Dan Seni ITS. https://doi.org/10.12962/j23373520.v6i2.27338

King, A. W., & Zeithaml, C. P. (2003). Measuring organizational knowledge: A conceptual and methodological framework. Strategic Management Journal. https://doi.org/10.1002/smj.333

Kotler, M., & Kotler, P. (2004). KOTLER. Signs.

Kotler, P., & Armstrong, G. (2008). Prinsip-prinsip pemasaran (1st ed.). Erlangga.

Kotler, P., & Keller, K. L. (2016). Marketing Mangement. In Pearson Edition Limited.

Lee, N. R., & Kotler, P. (2015). Social marketing: Changing behaviors for good. NA.

Lin, I. Y. (2010). The combined effect of color and music on customer satisfaction in hotel bars. Journal of Hospitality Marketing and Management. https://doi.org/10.1080/19368620903327675

Miswanto, M., & Angelia, Y. R. (2019). The Influence of Customer Satisfaction on Trust, Word of Mouth, and Repurchase Intention: Case for Consumer of Souvenir Stores in Yogyakarta. https://doi.org/10.5220/0008492303080313

Morgan, N. A., & Rego, L. L. (2006). The value of different customer satisfaction and loyalty metrics in predicting business performance. In Marketing Science. https://doi.org/10.1287/mksc.1050.0180

Nanicova, N. (2019). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Noach Cafe And Bistro. Agora.

Nasrullah, A. (2016). Analisis Potensi Industri Halal Bagi Pelaku Usaha di Indonesia. CEUR Workshop Proceedings.

Nobar, H. B. K., & Rostamzadeh, R. (2018). The impact of customer satisfaction, customer experience and customer loyalty on brand power: Empirical evidence from hotel industry. Journal of Business Economics and Management. https://doi.org/10.3846/jbem.2018.5678

Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management. https://doi.org/10.1016/j.ijhm.2019.102414

Pecotić, M., Bazdan, V., & Samardžija, J. (2014). Interior Design in Restaurants as a Factor Influencing Customer Satisfaction. RIThink.

Putri ; Jonathan Hans Yoas S., N. R. (2020). DESIGN THINKING YANG DILAKUKAN BUDI PRADONO DALAM PROSES DESAIN HOTEL U JANEVALLA. Riset Arsitektur (RISA). https://doi.org/10.26593/risa.v4i1.3684.15-32

Rahmah, N., Kara, M. H., Bakry, M., & Muin, R. (2021). Effect of Service Quality on Customer Loyalty with Customer Satisfaction as an Intervening Variable in Shariah Hotel (Study at Pesonna Hotel in Makassar, South Sulawesi). International Journal of Multicultural and Multireligious Understanding.

Saleh, R., & Anisah, N. (2018). Pariwisata Halal di Aceh : Gagasan dan Realitas di Lapangan. Sahafa Journal of Islamic Communication. https://doi.org/10.21111/sjic.v1i2.2849

Tayob, S. (2012). The South African Halal Industry: A Case of Cultural Intermediaries. Annual Review of Islam in Africa.

Thungasal, C. (2019). Pengaruh Kualitas Layanan Dan Harga Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Hotel Kasuari. Agora.

Tumpal Janji Raja Sitinjak, & Vernanzo Andrew. (2020). Peran Kepuasan Pelanggan Dalam Memediasi Pengaruh Kualitas Produk Dan Kualitas Layanan Terhadap Loyalitas Pelanggan. Jurnal Kewirausahaan, Akuntansi, Dan Manajemen TRI BISNIS.

Yu, H., Bai, G., & Wu, L. (2018). Application of Perception Theory in Hotel Interior Design. Open Journal of Applied Sciences. https://doi.org/10.4236/ojapps.2018.87021

DOI: https://doi.org/10.21107/dinar.v9i1.11968