PENGARUH ORANG, BUKTI FISIK DAN PROSES TERHADAP KEPUASAN WISATAWAN PADA DESTINASI WISATA PANTAI BULBUL
DOI:
https://doi.org/10.54367/jmb.v18i1.423Keywords:
tourists satisfaction, people, process, physical evidenceAbstract
The tourism sector is a strategic sector that can contribute to both regional and national economic growth. This sector can create jobs to increase people's incomes as a consequence of the development of tourism industri and investment. This study investigated the influence of three variables of tourism service marketing mix consisting of people, processes and physical evidence on tourism satisfaction. A total of 53 respondents selected purposively from tourists who have visited at least twice to tourist destinations Bulbul Beach. Using the help of SPSS 18 data software was processed and analyzed and found that people has positively insignificant influence to the satisfaction of tourists, the process has negatively insignificant effect to the satisfaction of tourists, and physical evidence has positively significant effect to the satisfaction of the tourists, with R2 of 0.783. For subsequent research, the studied variables can be expanded into all of the marketing mix variables and more respondents with more tourist visit experienceDownloads
References
Arikunto Suharsimi. 2003. Manajemen Penelitian, Penerbit Rineka Cipta: Jakarta.
Cravens, David W. 2000. Strategic Marketing. USA: Fifth Edition, Mc-Graw
Hill.
Crosby L., Evans K., and Cowles D., 1990. Relationship Quality in Service Selling: an Interpersonal Influences Perspective. Journal of Marketing, Vol. 54,pp. 68-81
Dewi Retno Indriaty, 2010, Analisis Pengaruh Tingkat Kualtas Pelayanan Jasa Puskesmas Terhadap Kepuasan Pasien: Universitas Diponegoro: Semarang
Dick, AS & K. Basu, 1994, Customers Loyalty: Toward an Integrated Conceptual Framework, Journal of The Academy of Marketing Science , 22(2), 99-113.
Doyle, Peter and John Saunders. 1995. “The Lead of Marketing Decision.
“Journal of Marketing Researchâ€. 22th Edition (February). P. 54-65
Fullerton, Gordan& Shirley Taylor, 2000.The Role of Commitment in Service Realtionship, Kingston, Ontario: School of Business Acadia University, limited publication. P 83-97.
Ghozali, Imam. 2005, Aplikasi Analisis Multivariate dengan program SPSS, Edisi ketiga, Penerbit BP Universitas Diponegoro: Semarang.
Hair, Joseph F.( 2014), Structural equation modeling. SAGE Publications, Inc.
Hurriyati, Ratih. 2005. Bauran Pemasaran dan Loyalitas Konsumen. Penerbit CV.Alfabeta. Bandung
Kotler, Philip dan Gary Amstrong, 2004 Marketing Management, Edisi Pertama, Penterjemah: David Octarevia, Salemba Empat: Jakarta.
-------, 2000, Marketing, Terjemahan: Herujati, jilid I, Cetakan kesepuluh, Penerbit Erlangga, Jakarta.
--------, 1997. Manajemen Pemasaran: Analisis, Perencanaan Implementasi
dan Pengendalian, Buku Satu, Jakarta : Salemba Empat Prenticel-Hall.
Lovelock, Christopher dan Lauren Wright. 2002. Manajemen Pemasaran Jasa.
PT. Indeks: Jakarta.
Lupiyoadi, Rambat. 2004. Manajemen Pemasaran jasa. Edisi Pertama.Salemba
Empat: Jakarta.
Marina Florensisca Margiati (2005) AnalisisPengaruh Corporate Image, Value,
Kualitas Layanan dan Kepercayaan terhadap Kepuasan Pelanggan dalam
Program Jaminan Kecelakaan Kerja, Jaminan Hari Tua, Jaminan
Kematian pada PT. Jamsostek (persero) Cabang Semarang.
Moh.Nazir, 2005. Metode Penelitian. Penerbit Ghalia Indonesia.Anggota IKAPI.
Morgan, R.M., & Hunt. S.D., (1994), The Commitment-Trust of The Relationship
Marketing, Journal of Marketing, July, Vol. 58, No.3, pp.20-38.
Payne, Adrian. 2001. The Essence of Service Marketing. Diterjemahkan oleh:
Fandy Ciptono. Penerbit Andi. Yogyakarta.
Parasuraman A, Valeri A, Zeithmal dan Berry L. Leonard., (1996), “Delivery
Quality Service Balancing Customer Perception and Expectation.â€
Peter, J Paul dan Olson, Jerry C. 1996. Customer Behaviour and Marketing Strategy. 4th Edition. New York : McGraw Hill Co.
Rambat Lupiyoadi. (2001). Manajemen Pemasaran Jasa (Teori dan Praktek).
EdisiPertama. Penerbit Salemba Empat Depok.
Ratih, Hurriyati. 2005. Bauran Pemasaran dan Loyalitas Konsumen. Alfabeta:
Bandung.
Selamet Nardiyantoro, 2011 Pengaruh Kualitas Pelayanan, Fasilitas dan Citra terhadap Kepuasan Pasien Rawat Inap pada Puskesmas di Kecamatan Sarang Kabupaten Rembang, Universitas Negeri Semarang: Semarang.
Suryani Tatik.2008. Perilaku Konsumen Implikasi pada Strategi Pemasaran.
Edisi pertama.cetakan pertama, Penerbit Graha ilmu.Yogyakarta
Yamit, Zulian. 2005. Manajemen Kualitas Produk dan Jasa. Edisi Pertama, cetakan keempat, Penerbit Ekonisia Kampus Fakultas Ekonomi UII :Yogyakarta.
Yazid. 2001. Pemasaran Jasa: Konsep dan Implementasi, Edisi Kedua, Penerbit Ekonsia – Fakultas Ekonomi. UII, :Yogyakarta.
Zeithaml, Valerie, and Mary J Britner (1996), Service Marketing, The Mc Graw
HillCompanies.
http://www.indonesia-investments.com/id/bisnis/industri-sektor/pariwisata/item6051 (akses pukul 13.56 tanggal 3 Oktober 2016)
