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Pengaruh Customer Delight dan Customer Satisfaction terhadap Customer Loyalty Pada Wisatawan Pengunjung Obyek Wisata Taman Hiburan Bukit Sekipan Tawangmangu Solo Jawa Tengah.
Adhita Dea Kharisma dan Anas Hidayat

Paska Sarjana, Fakultas Ekonomi, Universitas Islam Indonesia, Yogyakarta


Abstract

This study aims to examine the effect of variable interactions with employees, interactions with consumers, Consumer Delight, Customer Satisfaction on Customer Loyalty to assess consumer experience and emotions that are felt in specific aspects of the tourism industry in the attractions of Bukit Sekipan Recreation Park Tawangmangu Solo, Central Java. The subjects in this study were the tourists who visited Bukit Sekipan Recreation Park, Tawangmangu Solo, Central Java. In this study there were 177 samples of respondents selected based on the accidental sampling method. The type of data in this study uses primary data and data collection methods using the method of documentation, questionnaire distribution and literature study. Data analysis techniques in this study use Partial Least Square (PLS) to predict relationships between constructs and help researchers get the value of latent variables. The results of the test prove all the proposed hypotheses, showing that interactions with employees and interactions with other consumers have a positive and significant impact on customer delight. In addition, customer delight is also proven to have a positive and significant effect on customer satisfaction and customer loyalty. Based on the results of this study it is suggested to the manager of the recreation park to maintain good physical arrangements, manage human resources staff well and manage the behavior of other visitors to ensure that tourists who come have a pleasant experience while visiting the Bukit Sekipan recreation park Tawangmangu Solo, Central Java.

Keywords: Keywords Interaction with Employees, Interaction with Other Consumers, Consumer Delight, Consumer Satisfaction, Consumer Loyalty

Topic: Manajemen Pemasaran

Link: https://ifory.id/abstract/Wmh7T4gFE3Gw

Conference: Forum Manajemen Indonesia 11 Samarinda (FMI 2019)

Plain Format | Corresponding Author (Adhita Dea Kharisma)

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