Pengaruh Personalized Service Dan Complaint Handling Terhadap Revisit Intention Melalui Customer Satisfation (Studi Pada Hotel Capella Ubud Bali)
Indonesia
Keywords:
Complaint Handling, Personalize Service, Customer Satisfaction, Revisit Intention
Abstract
Penelitian ini bertujuan untuk mengetahui Personalize Service, Complaint Handling, terhadap Customer Satisfaction dan Revisit Intention di Hotel Cepella Ubud. Penelitian ini menggunakan pendekatan kuantitatif bertujuan untuk menguji atau mengukur pengaruh antar variabel bebas dengan variabel terikat. Adapun sampel dalam penelitian ini berjumlah 96 wisatawan dengan menggunakan metode purposive sampling. Pengumpulan data dalam penelitian ini menggunakan kuesioner dengan skala likert. Hasil penelitian ini adalah sebagai berikut: Personalize service dan Complaint Handling berpengaruh positif dan signifikan terhadap Customer Satisfaction dan Revisit Intention di Hotel Cepella Ubud, dan Personalize service berpengaruh positif tidak signifikan terhadap Revisit Intention. Saran dalam penelitian adalah Hotel Cepella lebih cepat dan efektif dalam penanganan keluhan serta meningkatkan pelayanan sehingga wisatawan merasa puas dan loyal.
References
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Wibowo, S., & Fausi, A. (2017). Personalized service and its effect on customer satisfaction and loyalty. Journal of Consumer Marketing, 34(5), 390–403.
Widyastutik, A. (2020). The effect of nurse caring and complaint handling on the intention of revisits with trust mediation: Anna Medika Hospital study. Journal of Health Research, 34(3), 261–270.
Wu, L., & Gao, L. (2019). Understanding emotional customer experience and co-creation behaviors in luxury hotels. International Journal of Hospitality Management, 81, 62–72.
Yuniasih, R. (2022). Complaint handling and its impact on customer satisfaction: A study on the banking industry in Indonesia. Journal of Service Theory and Practice, 32(1), 45–67.
Zhang, X. (2018). The effect of personalized service on customer satisfaction in the hospitality industry. International Journal of Contemporary Hospitality Management, 30(6), 2631–2649.
Adirestuty, P. (2019). Customer-perceived value in creating customer satisfaction and revisit intention in Sharia hotels. Journal of Islamic Marketing, 10(4), 1177–1191.
Agustinus, R., & Keni, K. (2021). Enhancing customer satisfaction through service quality in the digital era. Journal of Service Management, 32(3), 299–316.
Budi, A. (2017). Revisit intention: A study of tourist behavior in Bali. Tourism Analysis, 22(3), 381–392.
Chan, A. (2018). The role of personalized services in customer satisfaction and customer loyalty. Journal of Services Marketing, 32(4), 491–504.
Eren, E. (2021). The impact of complaint handling on customer satisfaction in the hospitality industry. International Journal of Hospitality Management, 94, 102860.
Hasan, M., Mirza, M., & Alam, M. (2020). The mediating role of customer satisfaction in the relationship between service quality and revisit intention in the hotel industry. Journal of Hospitality Marketing & Management, 29(3), 307–329.
Iqbal, M. (2018). Complaint handling and customer satisfaction: The mediating role of trust. Journal of Consumer Marketing, 35(5), 518–532. https://doi.org/10.1108/JCM-08-2017-2318
Kirana, A., Mahendra, Y., & Pratiwi, L. (2023). Impact of personalized service on customer satisfaction and revisit intention in luxury hotels. Journal of Hospitality & Tourism Research, 47(4), 552–571.
Lamai, P., Yu, H., & Pham, T. (2020). Critical factors influencing revisit intention of large restaurant chains in Myanmar. International Journal of Hospitality Management, 89, 102456.
Lee, H., & Kim, M. (2020). Structural modeling of dissatisfaction, complaint behavior, and revisiting intentions in hairdressing services. Journal of Retailing and Consumer Services, 53, 101985.
Magatef, S. G., Alsarhan, F., & Assaf, M. (2019). The impact of complaint handling on customer satisfaction in the Jordanian telecommunication sector. Journal of Business Research, 104, 497–506.
Meng, F., & Cui, Y. (2020). The role of co-creation experience in forming tourists’ revisit intention to home-based accommodation: Extending the theory of planned behavior. Journal of Hospitality & Tourism Research, 44(4), 611–633.
Pimenta, M., Ribeiro, P., & de Almeida, J. (2022). Evaluating the impact of complaint handling on customer loyalty in the banking industry. Service Business, 16(2), 297–320.
Sunyoto, D. (2018). Marketing research: An applied approach. Pearson Education.
Tajeddini, K., Martin, E., & Altinay, L. (2021). The influence of complaint handling on customer loyalty in the airline industry. Tourism Management, 82, 104184.
Trisnawati, W., Rahman, T., & Alamsyah, A. (2021). Service recovery on hotel guest satisfaction and loyalty: An empirical investigation in a luxury hotel. Journal of Hospitality Marketing & Management, 30(5), 537–555.
Wibowo, S., & Fausi, A. (2017). Personalized service and its effect on customer satisfaction and loyalty. Journal of Consumer Marketing, 34(5), 390–403.
Widyastutik, A. (2020). The effect of nurse caring and complaint handling on the intention of revisits with trust mediation: Anna Medika Hospital study. Journal of Health Research, 34(3), 261–270.
Wu, L., & Gao, L. (2019). Understanding emotional customer experience and co-creation behaviors in luxury hotels. International Journal of Hospitality Management, 81, 62–72.
Yuniasih, R. (2022). Complaint handling and its impact on customer satisfaction: A study on the banking industry in Indonesia. Journal of Service Theory and Practice, 32(1), 45–67.
Zhang, X. (2018). The effect of personalized service on customer satisfaction in the hospitality industry. International Journal of Contemporary Hospitality Management, 30(6), 2631–2649.
Published
2025-05-30
How to Cite
Dewi, L. K. C., , I Gede Anindya Perdana Putra, Ni Luh Sili Antari, & I Nyoman Budiana. (2025). Pengaruh Personalized Service Dan Complaint Handling Terhadap Revisit Intention Melalui Customer Satisfation (Studi Pada Hotel Capella Ubud Bali). Relasi : Jurnal Ekonomi, 21(1), 255-261. https://doi.org/10.31967/relasi.v21i1.1444
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