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PERAN KUALITAS LAYANAN DALAM MEMEDIASI HUBUNGAN ANTARA KARYAWAN BERORIENTASI PELANGGAN DENGAN KEPUASAN PELANGGAN DI BULGARI RESORT BALI

E-Jurnal Ekonomi dan Bisnis

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Title PERAN KUALITAS LAYANAN DALAM MEMEDIASI HUBUNGAN ANTARA KARYAWAN BERORIENTASI PELANGGAN DENGAN KEPUASAN PELANGGAN DI BULGARI RESORT BALI
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Creator Purbawisesa, Niky
Wardana, I Made
Sukaatmadja, I Putu Gde
 
Description ABSTRACT
 
This study aims to explain the role of service quality in mediating customer-oriented employees with customer satisfaction at Bulgari Resort Bali. This research was conducted in Bulgari resort with the customer population who had stayed at least once in Bulgari Resort Bali from January to July 2016. Questionnaires were distributed to 130 respondents by purposive sampling method. This study uses a variance based or component-based approach of PLS ??(Partial Least Square) analysis technique. The results of this study indicate that customer-oriented employees have a positive and significant impact on customer satisfaction as well as on service quality. Quality of service is also found to have a positive and significant effect on customer satisfaction. Furthermore, service quality is proven to mediate partially the impact of customer-oriented employees on customer satisfaction. The implications of this study indicate that customer-oriented service quality and employee play an important role in customer satisfaction, this can be the basis for the perpetrators of the hospitality industry in general and the management of Bulgari resort Bali in particular to improve the quality of customer service and employees oriented. Thus it is suggested that the management can implement an integrated and sustainable training program in order to be able to provide satisfaction for customers.
 
Keywords: Employee customer orientation, service quality and customer satisfaction
ABSTRAK
 
Penelitian ini bertujuan untuk menjelaskan peran kualitas layanan dalam memediasi karyawan berorientasi pelanggan dengan kepuasan pelanggan di Bulgari Resort Bali. Penelitian ini dilaksanakan di Bulgari resort dengan populasi pelanggan yang pernah menginap minimal 1 kali di Bulgari Resort Bali dari bulan Januari ke Juli tahun 2016. Kuesioner disebarkan kepada 130 responden dengan metode purposive sampling. Studi ini menggunakan pendekatan variance based atau component based teknik analisis PLS (Partial Least Square). Hasil penelitian ini menunjukkan bahwa karyawan berorientasi pelanggan berpengaruh positif dan signifikan terhadap kepuasan pelanggan serta terhadap kualitas layanan. Kualitas layanan juga ditemukan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. Selanjutnya, kualitas layanan terbukti memediasi secara parsial pengaruh karyawan berorientasi pelanggan terhadap kepuasan pelanggan. Implikasi dari penelitian ini menunjukkan bahwa kualitas layanan serta karyawan yang berorientasi kepada pelanggan berperan penting terhadap kepuasan pelanggan, hal ini dapat dijadikan dasar bagi para pelaku industri hospitality secara umum dan manajemen Bulgari resort Bali khususnya untuk meningkatkan kualitas layanan dan karyawan yang berorientasi pelanggan. Dengan demikian disarankan pihak manajemen dapat melaksanakan program pelatihan yang terpadu dan berkelanjutan agar mampu memberikan kepuasan bagi pelanggan.    
 
Kata Kunci: karyawan berorientasi pelanggan, kualitas layanan dan kepuasan pelanggan  
 
Publisher E-Jurnal Ekonomi dan Bisnis Universitas Udayana
 
Date 2018-10-30
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://ojs.unud.ac.id/index.php/EEB/article/view/38696
 
Source E-Jurnal Ekonomi dan Bisnis Universitas Udayana; VOLUME.07.NO.11.TAHUN 2018; 2389-2416
 
Language eng
 
Relation https://ojs.unud.ac.id/index.php/EEB/article/view/38696/26498
 
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