Pengaruh Kualitas Pelayanan Terhadap Keputusan Berkunjung Kembali di Restoran Mega Wisata Bonjol
DOI:
https://doi.org/10.56910/nawasena.v2i3.1009Keywords:
service quality, decision to visit againAbstract
This research was motivated by the discovery of problems related to service quality and the decision to revisit the Mega Wisata Bonjol Restaurant. The aim of this research is to analyze how much influence service quality has on the decision to revisit Mega Wisata Bonjol. This research includes quantitative descriptive research with causal associative methods used. This research variable includes indicators of service quality as independent variables which include reliability, responsiveness, assurance, empathy, and tangibles. Meanwhile, the dependent variable is the decision to visit again which includes interest in visiting again, reference for visiting and preference for visiting. Obtaining primary and secondary data using data collection techniques through field observations, questionnaires and literature studies. The population in this study were customers of Mega Wisata Bonjol Restaurant with a sample of 228 people. The data collection technique in this research uses a purposive sampling technique, namely data collection is carried out by distributing questionnaires to customers and then processed using SPSS version 20.00. The results are stated that the overall service quality is included in the good category on a scale of 5 with an average value of 3. 8. The overall decision to revisit is included in the very good category on a scale of 5 with an average value of 4.7. With a regression coefficient of 0.157 with a sig value. 0.02 < 0.05. This means that for every 1 unit increase in service quality, the decision to return to visit will increase by 0.157 units. Furthermore, an R square value of 0.336 was obtained, meaning that the influence of variable (X) on variable (Y) was 33.6%. Meanwhile, 66.4% was influenced by other factors.
References
Arianto, N., Patilaya, E. 2018. Pengaruh Kualitas Produk Dan Kelengkapan Produk Terhadap Keputusan Pembelian Produk Salt n Pepper Pada PT. Mitra Busana Sentosa Bintaro. Jurnal KREATIF: Pemasaran, Sumberdaya Manusia dan Keuangan, Vol. 6, No. 2
Arianto, Nurmin. 2018. Pengaruh kualitas pelayanan dan kepuasan dan loyalitas pengunjung dalam menggunakan jasa hotel rizen kedaton bogor. Skripsi, Universitas Pamulang. Diakses dari http://openjournal.unpam.ac.id/index.php/JPK/article/view/856
Chien, M. C. (2017). An empirical study on the effect of attractiveness of ecotourism destination on experiential value and revisit intention. Applied Ecology and Environmental Research, 15(2), 43–53. https://doi.org/10.15666/aeer/1502_043053
Grönroos, C. (2018). Service logic revisited: who creates value? And who co‐ creates?. European Business Review.
Imron. "Analisa Pengaruh Kualitas Produk Terhadap Kepuasan Konsumen Menggunakan Metode Kuantitatif". Indonesian Journal on Software Engineering, Vol.5, No. 1, Juni 2019, 19-28 Ismayanti, M. 2020. Dasar-dasar Pariwisata sebuah Pengantar. Universitas Sahid Jakarta.
Jijah Hilyatul Ajijah, Evi Selvi. "Pengaruh kompetensi dan komunikasi". JURNAL MANAJEMEN - VOL. 13 (2) 2021, 232-236
Kasmir. “Pengaruh Kualitas Pelayanan Dan Tarif”. Jurnal Bisnis Net Volume : V No. 1 (2022): 4
Kurnia, A. 2021. Strategi Pemasaran Digital Sebagai Destinasi Desa Wisata. Pemanfaatan Pemasaran berbasis Digital sebagai Upaya Pemasaran Desa Wisata di Indonesia.
Kotler, Philip and Kevin Lane Keller, (2016): Marketing Management, 15th Edition New Jersey: Pearson Pretice Hall, Inc.
Marcelina, D., Febryano, I. G., Setiawan, A., & Yuwono, S. B. 2018. Persepsi wisatawan terhadap fasilitas wisata di pusat latihan gajah taman nasional way kambas. Jurnal Belantara, 1(2), 45-53.
Noor, M. F., Nala, I. W. L., Aisyiyah, F., & Zulfiani, D. 2020. Persepsi Pengunjung Terhadap Fasilitas Kampung Ketupat Warna Warni Samarinda. Jurnal Riset Inossa, 2(1), 34-46.
Peraturan Pemerintah Republik Indonesia No 50 Tahun 2011. Rencana Induk
Liu, M., Shao, Y., & Wang, D. (2019). The impact of service quality on customer revisit intention in the tourism industry: An empirical study of online tourism platforms. Sustainability, 11(3), 875.
Salma. "Purposive Sampling: Pengertian, Jenis-Jenis, dan Contoh yang Baik dan Benar" deepublish.com. Diakses pada 7 Januari 2023. https://penerbitdeepublish.com/purposive-sampling/
S Dian. "BAB III Metode Penelitian". Skripsi, Sekolah Teknik Elektro dan Informatika, 2021
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.
_______. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
Tjiptono & Chandra. "Kualitas Pelayanan: Pengertian, Indikator, Dimensi, Faktor & Prinsip" serupa.id. Diakses pada 7 Januari 2023. https://serupa.id/kualitas-pelayanan-pengertian-indikator-dimensi-faktor- prinsip/
Terry, George R. 2009. Prinsip-prinsip Manajemen. Jakarta: Bumi Aksara.
Undang – undang No 10 Tahun 2009 tentang kepariwisataan. Jakarta
Wang, Y. J., & Lin, C. Y. (2012). The effects of service quality, kualitas pelayanan, and advertising on customer perceived value and purchase intention: The case of Taiwan's casual wear retailer. Journal of Global Marketing, 25(3), 163-174.
