The effect of customer experience towards customer satisfaction at Wonders Water World Medan
| ctrlnum |
10366 |
|---|---|
| fullrecord |
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<dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><relation>http://repository.uph.edu/10366/</relation><title>The effect of customer experience towards customer satisfaction at Wonders Water World Medan</title><creator>Vienne, Vienne</creator><subject>HD28 Management. Industrial Management</subject><description>Tourism sector takes essential function in improving economy in regional level, as a variety of tourism and recreational destinations are built to provide remarkable experiences to initiate customer satisfaction. High level of customer satisfaction is able to be achieved by enhancing customer experience, especially in service-related and customer-oriented business at Wonders Water World Medan.
The research aims to analyze the customer experience and customer satisfaction at Wonders Water World, and to identify whether customer experience as independent variable has effect towards customer satisfaction as dependent variable at Wonders Water World Medan.
Quantitative method is used in this research with conducting convenience sampling to sort out 50 respondents by distributing questionnaires with Likert Scale. Tests utilized in data analysis are Validity test, Reliability test, Normality test, Linearity test, Heteroskedasticity test, Determination test, Simple Linear Regression test and t-test hypothesis testing in correlation coefficient.
The research results in both customer experience and customer satisfaction at Wonders Water World are in unsatisfactory level, with customer experience and customer satisfaction variables have significant linear relationship. Customer experience does have effect on customer satisfaction by 83.8%.
Results of research lead to recommendations in improvisations of design and public facilities, intensive employees’ trainings, re-evaluation on pricing set, wholly utilization of online platforms, and engagement buildings with customers. / Sektor pariwisata berperan penting dalam meningkatkan ekonomi di tingkat regional karena berbagai daerah tujuan wisata dan rekreasi dibangun guna memberikan pengalaman mengesankan demi terciptanya kepuasan pelanggan. Tingkat kepuasan pelanggan yang tinggi dapat dicapai dengan meningkatkan pengalaman pelanggan terutama dalam bisnis yang terkait dengan pelayanan dan pelanggan di Wonders Water World Medan.
Penelitian ini bertujuan untuk menganalisa pengalaman pelanggan dan kepuasan di Wonders Water World Medan, dan untuk mengidentifikasi apakah pengalaman pelanggan sebagai variabel bebas berpengaruh terhadap kepuasan pelanggan sebagai variabel terikat di Wonders Water World Medan.
Metode kuantitatif digunakan dalam penelitian dengan memanfaatkan convenience sampling untuk memilah 50 responden yang didistribusikan kuesioner dengan Skala Likert. Pengujian-pemgujian yang digunakan dalam analisis data adalah uji Validitas, uji Reliabilitas, uji Normalitas, uji Linieritas, uji Heteroskedastisitas, uji Determinasi, uji Regresi Linier Sederhana, dan uji hipotesis uji-t.
Hasil penelitian menuunjukkan pengalaman pelanggan dan kepuasan pelanggan di Wonders Water World berada pada tingkat yang tidak memuaskan, dengan variabel pengalaman pelanggan dan kepuasan pelanggan memiliki hubungan linier yang signifikan. Pengalaman pelanggan berpengaruh terhadap kepuasan pelanggan karena 83,8% variabel kepuasan pelanggan dipengaruhi. oleh pengalaman pelanggan.
Hasil penelitian menghasilkan rekomendasi dalam improvisasi desain dan fasilitas publik, pelatihan intensif karyawan, evaluasi ulang mengenai penetapan harga, platform online yang sepenuhnya dimanfaatkan, dan membangun hubungan dengan pelanggan.</description><date>2020-06-23</date><type>Thesis:Thesis</type><type>PeerReview:NonPeerReviewed</type><type>Book:Book</type><language>eng</language><rights>cc_by_nc_sa_4</rights><identifier>http://repository.uph.edu/10366/61/Title.pdf</identifier><type>Book:Book</type><language>eng</language><rights>cc_by_nc_sa_4</rights><identifier>http://repository.uph.edu/10366/2/Abstract.pdf</identifier><type>Book:Book</type><language>eng</language><rights>cc_by_nc_sa_4</rights><identifier>http://repository.uph.edu/10366/3/ToC.pdf</identifier><type>Book:Book</type><language>eng</language><rights>cc_by_nc_sa_4</rights><identifier>http://repository.uph.edu/10366/4/Chapter%201.pdf</identifier><type>Book:Book</type><language>eng</language><rights>cc_by_nc_sa_4</rights><identifier>http://repository.uph.edu/10366/5/Chapter%202.pdf</identifier><type>Book:Book</type><language>eng</language><rights>cc_by_nc_sa_4</rights><identifier>http://repository.uph.edu/10366/6/Chapter%203.pdf</identifier><type>Book:Book</type><language>eng</language><rights>cc_by_nc_sa_4</rights><identifier>http://repository.uph.edu/10366/7/Chapter%204.pdf</identifier><type>Book:Book</type><language>eng</language><rights>cc_by_nc_sa_4</rights><identifier>http://repository.uph.edu/10366/8/Chapter%205.pdf</identifier><type>Book:Book</type><language>eng</language><rights>cc_by_nc_sa_4</rights><identifier>http://repository.uph.edu/10366/9/Bibliography.pdf</identifier><type>Book:Book</type><language>eng</language><rights>cc_by_nc_sa_4</rights><identifier>http://repository.uph.edu/10366/10/Appendices.pdf</identifier><identifier> Vienne, Vienne (2020) The effect of customer experience towards customer satisfaction at Wonders Water World Medan. Bachelor thesis, Universitas Pelita Harapan. </identifier><relation>00000023141</relation><recordID>10366</recordID></dc>
|
| language |
eng |
| format |
Thesis:Thesis Thesis PeerReview:NonPeerReviewed PeerReview Book:Book Book |
| author |
Vienne, Vienne |
| title |
The effect of customer experience towards customer satisfaction at Wonders Water World Medan |
| publishDate |
2020 |
| topic |
HD28 Management. Industrial Management |
| url |
http://repository.uph.edu/10366/61/Title.pdf http://repository.uph.edu/10366/2/Abstract.pdf http://repository.uph.edu/10366/3/ToC.pdf http://repository.uph.edu/10366/4/Chapter%201.pdf http://repository.uph.edu/10366/5/Chapter%202.pdf http://repository.uph.edu/10366/6/Chapter%203.pdf http://repository.uph.edu/10366/7/Chapter%204.pdf http://repository.uph.edu/10366/8/Chapter%205.pdf http://repository.uph.edu/10366/9/Bibliography.pdf http://repository.uph.edu/10366/10/Appendices.pdf http://repository.uph.edu/10366/ |
| contents |
Tourism sector takes essential function in improving economy in regional level, as a variety of tourism and recreational destinations are built to provide remarkable experiences to initiate customer satisfaction. High level of customer satisfaction is able to be achieved by enhancing customer experience, especially in service-related and customer-oriented business at Wonders Water World Medan.
The research aims to analyze the customer experience and customer satisfaction at Wonders Water World, and to identify whether customer experience as independent variable has effect towards customer satisfaction as dependent variable at Wonders Water World Medan.
Quantitative method is used in this research with conducting convenience sampling to sort out 50 respondents by distributing questionnaires with Likert Scale. Tests utilized in data analysis are Validity test, Reliability test, Normality test, Linearity test, Heteroskedasticity test, Determination test, Simple Linear Regression test and t-test hypothesis testing in correlation coefficient.
The research results in both customer experience and customer satisfaction at Wonders Water World are in unsatisfactory level, with customer experience and customer satisfaction variables have significant linear relationship. Customer experience does have effect on customer satisfaction by 83.8%.
Results of research lead to recommendations in improvisations of design and public facilities, intensive employees’ trainings, re-evaluation on pricing set, wholly utilization of online platforms, and engagement buildings with customers. / Sektor pariwisata berperan penting dalam meningkatkan ekonomi di tingkat regional karena berbagai daerah tujuan wisata dan rekreasi dibangun guna memberikan pengalaman mengesankan demi terciptanya kepuasan pelanggan. Tingkat kepuasan pelanggan yang tinggi dapat dicapai dengan meningkatkan pengalaman pelanggan terutama dalam bisnis yang terkait dengan pelayanan dan pelanggan di Wonders Water World Medan.
Penelitian ini bertujuan untuk menganalisa pengalaman pelanggan dan kepuasan di Wonders Water World Medan, dan untuk mengidentifikasi apakah pengalaman pelanggan sebagai variabel bebas berpengaruh terhadap kepuasan pelanggan sebagai variabel terikat di Wonders Water World Medan.
Metode kuantitatif digunakan dalam penelitian dengan memanfaatkan convenience sampling untuk memilah 50 responden yang didistribusikan kuesioner dengan Skala Likert. Pengujian-pemgujian yang digunakan dalam analisis data adalah uji Validitas, uji Reliabilitas, uji Normalitas, uji Linieritas, uji Heteroskedastisitas, uji Determinasi, uji Regresi Linier Sederhana, dan uji hipotesis uji-t.
Hasil penelitian menuunjukkan pengalaman pelanggan dan kepuasan pelanggan di Wonders Water World berada pada tingkat yang tidak memuaskan, dengan variabel pengalaman pelanggan dan kepuasan pelanggan memiliki hubungan linier yang signifikan. Pengalaman pelanggan berpengaruh terhadap kepuasan pelanggan karena 83,8% variabel kepuasan pelanggan dipengaruhi. oleh pengalaman pelanggan.
Hasil penelitian menghasilkan rekomendasi dalam improvisasi desain dan fasilitas publik, pelatihan intensif karyawan, evaluasi ulang mengenai penetapan harga, platform online yang sepenuhnya dimanfaatkan, dan membangun hubungan dengan pelanggan. |
| id |
IOS6381.10366 |
| institution |
Universitas Pelita Harapan |
| institution_id |
405 |
| institution_type |
library:university library |
| library |
The Johannes Oentoro Library |
| library_id |
1054 |
| collection |
Repository UPH |
| repository_id |
6381 |
| subject_area |
Generalities(Karya Umum) |
| city |
KOTA TANGERANG |
| province |
BANTEN |
| repoId |
IOS6381 |
| first_indexed |
2020-09-26T22:34:40Z |
| last_indexed |
2020-09-26T22:34:40Z |
| recordtype |
dc |
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1686421029063229440 |
| score |
17.538404 |