DAFTAR ISI
ABSTRAK ... Error! Bookmark not defined.
ABSTRACT ... Error! Bookmark not defined. KATA PENGANTAR ... Error! Bookmark not defined. UCAPAN TERIMA KASIH... Error! Bookmark not defined. DAFTAR ISI ...i DAFTAR TABEL...vi DAFTAR GAMBAR ...9 BAB I PENDAHULUAN ... Error! Bookmark not defined.
1.1 Latar Belakang Penelitian ... Error! Bookmark not defined. 1.1 Rumusan Masalah ... Error! Bookmark not defined. 1.2 Tujuan Penelitian... Error! Bookmark not defined. 1.3 Kegunaan Penelitian... Error! Bookmark not defined.
BAB II KAJIAN PUSTAKA,KERANGKA PEMIKIRAN DAN
HIPOTESIS... Error! Bookmark not defined.
2.1. Kajian Pustaka ... Error! Bookmark not defined. 2.1.1 Konsep Kepariwisataan ... Error! Bookmark not defined. 2.1.1.1 Konsep Industri Pariwisata... Error! Bookmark not defined. 2.1.1.2 Usaha Pariwisata ... Error! Bookmark not defined. 2.1.1.3 Konsep Hotel ... Error! Bookmark not defined. 2.1.2 Konsep Customer Service Experience dalam Pemasaran Hotel. Error!
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2.1.2.1 Manajemen Pemasaran Jasa ... Error! Bookmark not defined. 2.1.2.2 Pemasaran Jasa Perhotelan ... Error! Bookmark not defined.
2.1.2.3 Pengertian Customer Service Experience ...Error! Bookmark not
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2.1.2.4 Dimensi Customer Service Experience ...Error! Bookmark not
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2.1.3 Konsep Behavior Intentions ... Error! Bookmark not defined. 2.1.3.1 Theory of Planned Behavior (TPB). Error! Bookmark not defined. 2.1.3.2 Pengertian Behavior Intentions ... Error! Bookmark not defined. 2.1.3.3 Dimensi Behavior Intentions... Error! Bookmark not defined.
2.1.4 Pengaruh Customer Service Experience terhadap Behavior
Intentions... Error! Bookmark not defined.
2.1.5 Orisinalitas Penelitian... Error! Bookmark not defined. 2.2 Kerangka Pemikiran ... Error! Bookmark not defined.
BAB III OBJEK DAN METODE PENELITIAN .. Error! Bookmark not defined.
3.1. Objek Penelitian ... Error! Bookmark not defined. 3.2. Metode Penelitian... Error! Bookmark not defined. 3.2.1.Jenis Penelitian dan Metode yang Digunakan . Error! Bookmark not
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3.2.2.Operasionalisasi Variabel ... Error! Bookmark not defined. 3.2.3.Jenis dan Sumber Data ... Error! Bookmark not defined. 3.2.4.Populasi, Sampel dan Teknik Sampling ... Error! Bookmark not
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3.2.4.1.Populasi ... Error! Bookmark not defined. 3.2.4.2. Sampel ... Error! Bookmark not defined. 3.2.4.3.Teknik Sampling ... Error! Bookmark not defined. 3.2.5.Teknik Pengumpulan Data... Error! Bookmark not defined. 3.2.6.Pengujian Validitas dan Reliabilitas . Error! Bookmark not defined.
3.2.6.1. Hasil Pengujian Validitas ... Error! Bookmark not defined. 3.2.6.2. Hasil Pengujian Reliabilitas ... Error! Bookmark not defined. 3.2.7 Rancangan Analisis Data ... Error! Bookmark not defined. 3.2.7.1 Rancangan Analisis Deskriptif... Error! Bookmark not defined. 3.2.7.2 Rancangan Analisis Verifikatif ... Error! Bookmark not defined. 3.2.7.3 Regresi Berganda (Multiple Regression) ...Error! Bookmark not
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3.2.7.4 Pengujian Hipotesis... Error! Bookmark not defined.
BAB IV HASIL PENELITIAN DAN PEMBAHASAN ... Error! Bookmark not
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4.1 Profil Perusahaan dan Tamu Sheraton Mustika Yogyakarta ... Error!
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4.1.1 Profil Perusahaan ... Error! Bookmark not defined. 4.1.1.1 Identitas Perusahaan ... Error! Bookmark not defined. 4.1.1.2 Sejarah Singkat Sheraton Mustika Yogyakarta.... Error! Bookmark
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4.1.1.2.1 Sejarah Sheraton Internasional ... Error! Bookmark not defined.
4.1.1.2.2 Sejarah Sheraton Mustika Yogyakarta Resort and Spa ... Error!
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4.1.1.3 Produk dan Jasa yang Ditawarkan .. Error! Bookmark not defined. 4.1.1.3.1 Kamar ... Error! Bookmark not defined.
4.1.1.3.2 Function and Meeting Rooms ... Error! Bookmark not defined.
4.1.1.3.3 Food and Beverage Venues ... Error! Bookmark not defined.
4.1.1.3.4 Spa and Health... Error! Bookmark not defined.
4.1.1.3.5 Fasilitas Lainnya ... Error! Bookmark not defined.
4.1.1.3.6 Packages ... Error! Bookmark not defined.
4.1.2 Profil Tamu Sheraton Mustika Yogyakarta Resort and Spa ... Error!
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4.1.2.1 Profil Tamu yang Menginap di Sheraton Mustika Yogyakarta ... Error! Bookmark not defined. Berdasarkan Keperluan Menginap.... Error! Bookmark not defined. 4.1.2.2 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta
Resort and Spa berdasarkan Jenis Kelamin dan Usia ... Error!
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4.1.2.3 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta Resort and Spa berdasarkan Pendidikan dan Pekerjaan ... Error!
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4.1.2.4 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta Resort and Spa berdasarkan Penghasilan dan Pengeluaran Selama Menginap ... Error! Bookmark not defined. 4.1.2.5 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta
Resort and Spa berdasarkan Asal Tinggal ....Error! Bookmark not
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4.1.2.6 Keperluan Tamu yang Menginap di Sheraton Mustika Yogyakarta ... Error! Bookmark not defined. Resort and Spa Berdasarkan Lama Waktu Menginap ... Error! Bookmark
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4.1.2.7 Alasan Tamu Menginap di Sheraton Mustika Yogyakarta Resort and Spa ... Error! Bookmark not defined. 4.2 Pelaksanaan Customer Service Experience di Sheraton Mustika.. Error!
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Yogyakarta Resort and Spa ... Error! Bookmark not defined. 4.2.1 Sub Variabel Organised ... Error! Bookmark not defined. 4.2.2 Sub Variabel Welcoming ... Error! Bookmark not defined. 4.2.3 Sub Variabel Recognition ... Error! Bookmark not defined. 4.2.4 Sub Variabel Communication... Error! Bookmark not defined.
4.2.5 Sub Variabel Empathy ... Error! Bookmark not defined. 4.2.6 Sub Variabel Helpful ... Error! Bookmark not defined. 4.2.7 Rekapitulasi Hasil Tanggapan Tamu terhadap Pelaksanaan
CustomerService Experience di Sheraton Mustika Yogyakarta
Resort and Spa ... Error! Bookmark not defined. 4.3 Behavior Intentions di Sheraton Mustika Yogyakarta Resort and Spa
... Error! Bookmark not defined. 4.3.1 Behavior Intentions berdasarkan Stay Longer di Sheraton Mustika
Yogyakarta Resort and Spa... Error! Bookmark not defined. 4.3.2 Behavior Intentions berdasarkan Willingness to Recommend di
Sheraton Mustika Yogyakarta Resort and Spa Error! Bookmark not
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4.3.3 Behavior Intentions berdasarkan Repurchasing Intention di Sheraton Mustika Yogyakarta Resort and Spa. Error! Bookmark not defined. 4.3.4 Rekapitulasi Hasil Tanggapan Tamu Mengenai Behavior Intentions
di Sheraton Mustika Yogyakarta Resort and Spa ...Error! Bookmark
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4.4 Pengaruh Customer Service Experience terhadap Behavior Intentions Tamu Sheraton Mustika Yogyakarta Resort and Spa ... Error!
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4.4.1 Hasil Pengujian Uji Klasik dan Regresi ... Error! Bookmark not
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4.4.1.1 Hasil Uji Autokorelasi... Error! Bookmark not defined. 4.4.1.2 Hasil Uji Asumsi Normalitas ... Error! Bookmark not defined. 4.4.1.3 Hasil Uji Asumsi Heteroskedastisitas ...Error! Bookmark not
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4.4.1.4 Hasil Uji Asumsi Multikolinearitas. Error! Bookmark not defined. 4.4.1.5 Koefisien Korelasi dan Koefisien Determinasi .... Error! Bookmark
4.4.1.6 Pengujian Model FIT dengan Data (ANOVA/Uji F)... Error!
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4.4.1.7 Pengujian Hipotesis dan Uji Signifikansi Secara Parsial (Uji t) ... Error! Bookmark not defined. 4.4.1.8 Model Persamaan Regresi Berganda Pengaruh Customer Service
Experience terhadap Behavior Intentions...Error! Bookmark not defined.
4.5 Implikasi Hasil Temuan Penelitian ... Error! Bookmark not defined. 4.5.1 Temuan Teoritik ... Error! Bookmark not defined. 4.5.2 Temuan Empirik ... Error! Bookmark not defined.
BAB VKESIMPULAN DAN REKOMENDASI ... Error! Bookmark not defined.
5.1 Kesimpulan ... Error! Bookmark not defined. 5.2 Rekomendasi ... Error! Bookmark not defined.
DAFTAR TABEL
TABEL 1.1PERTUMBUHAN HOTEL DI INDONESIA .. Error! Bookmark not
defined.
TABEL 1.2OVERALL INDONESIA HOTEL PERFORMANCE ... Error! Bookmark not defined.
TABEL 1.3 PENJUALAN KAMAR (ROOM SALES) HOTEL BINTANG DI DIY TAHUN 2009-2012 ... Error! Bookmark not defined. TABEL 1.4 PERKEMBANGAN LAMA TINGGAL WISATAWAN DI DIY
TAHUN 2010-2013 (PER MALAM) ... Error! Bookmark not
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TABEL 1.5 STATISTIK HOTEL BINTANG 5 DI DIY TAHUN 2012-2013 ... Error! Bookmark not defined. TABEL 1.6 TINGKAT HUNIAN KAMAR DI SHERATON MUSTIKA
YOGYAKARTA BERDASARKAN MARKET SEGMENT
TAHUN 2010-2013... Error! Bookmark not defined. TABEL 1.7 REKAPITULASI SURVEY TAMU INDIVIDU MELALUI SURAT
ELEKTRONIK SHERATON MUSTIKA YOGYAKARTA ... Error! Bookmark not defined. TABEL 1.8 IMPLEMENTASI CUSTOMER SERVICE EXPERIENCE DI
SHERATON MUSTIKA YOGYAKARTA ...Error! Bookmark
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TABEL 2.1 DEFINISI CUSTOMER SERVICE EXPERIENCE MENURUT PARA AHLI... Error! Bookmark not defined. TABEL 2.2 DEFINISI BEHAVIOR INTENTIONS MENURUT PARA AHLI
... Error! Bookmark not defined. TABEL 2.3 RESUME PENELITIAN TERDAHULU DAN ORISINALITAS
PENELITIAN... Error! Bookmark not defined. TABEL 3.1 OPERASIONALISASI VARIABEL Error! Bookmark not defined. TABEL 3.2 JENIS DAN SUMBER DATA ... Error! Bookmark not defined.
TABEL 3.3 TEKNIK PENGUMPULAN DATA DIKAITKAN DENGAN
TUJUAN PENELITIAN ... Error! Bookmark not defined.
TABEL 3.4PEDOMAN UNTUK MEMBERIKAN INTERPRETASI
KOEFISIEN KORELASI ... Error! Bookmark not defined. TABEL 3.5HASIL PENGUJIAN VALIDITAS ... Error! Bookmark not defined. TABEL 3.6HASIL UJI RELIABILITAS INSTRUMEN PENELITIAN ... Error!
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TABEL 4.1JENIS KAMAR DI SHERATON MUSTIKA YOGYAKARTA
RESORT AND SPA... Error! Bookmark not defined.
TABEL 4.2KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP
DENGAN JENIS KELAMIN DAN USIA . Error! Bookmark not
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TABEL 4.3KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP
DENGAN PENDIDIKAN DAN PEKERJAAN ... Error!
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TABEL 4.4KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP
DENGAN PENGHASILAN DAN PENGELUARAN DI HOTEL ... Error! Bookmark not defined.
TABEL 4.5KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP
DENGAN ASAL TINGGAL... Error! Bookmark not defined.
TABEL 4.6ALASAN TAMU MENGINAP DI SHERATON MUSTIKA
YOGYAKARTA... Error! Bookmark not defined.
TABEL 4.7TANGGAPAN TAMU INDIVIDU TERHADAP ORGANISED
... Error! Bookmark not defined.
TABEL 4.8TANGGAPAN TAMU INDIVIDU TERHADAP WELCOMING
... Error! Bookmark not defined. TABEL 4.9TANGGAPAN TAMU INDIVIDU TERHADAP
RECOGNITION ... Error! Bookmark not defined.
TABEL 4.10TANGGAPAN TAMU INDIVIDU TERHADAP
TABEL 4.11TANGGAPAN TAMU INDIVIDU TERHADAP EMPATHY. Error!
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TABEL 4.12TANGGAPAN TAMU INDIVIDU TERHADAP HELPFUL . Error!
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TABEL 4.13REKAPITULASI HASIL TANGGAPAN TAMU INDIVIDU
TERHADAP CUSTOMER SERVICE EXPERIENCE ... Error!
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TABEL 4.14TANGGAPAN TAMU INDIVIDU TERHADAP BEHAVIOR
INTENTIONS BERDASARKAN STAY LONGER ... Error! Bookmark not defined.
TABEL 4.15TANGGAPAN TAMU INDIVIDU TERHADAP BEHAVIOR
INTENTIONS BERDASARKAN WILLINGNESS TO
RECOMMEND ... Error! Bookmark not defined.
TABEL 4.16TANGGAPAN TAMU INDIVIDU TERHADAP BEHAVIOR
INTENTIONS BERDASARKAN REPURCHASING INTENTION
... Error! Bookmark not defined.
TABEL 4.17REKAPITULASI HASIL TANGGAPAN TAMU INDIVIDU
TERHADAP BEHAVIOR INTENTIONS.... Error! Bookmark not
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TABEL 4.18TABEL AUTOKORELASI DURBIN WATSON.Error! Bookmark
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TABEL 4.19NORMALITAS DENGAN KOLMOGROV SMIRNOV ... Error!
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TABEL 4.20HASIL UJI ASUMSI MULTIKOLINEARITAS ..Error! Bookmark
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TABEL 4.21HASIL ANALISIS CUSTOMER SERVICE EXPERIENCE
TERHADAP BEHAVIOR INTENTIONS.... Error! Bookmark not
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TABEL 4.22HASIL OUTPUT ANOVA ... Error! Bookmark not defined. TABEL 4.23HASIL ANALISIS KOEFISIEN REGRESI... Error! Bookmark not
DAFTAR GAMBAR
GAMBAR 1.1PERTUMBUHAN HOTEL DI ASIA PASIFIK TAHUN 2013
... Error! Bookmark not defined.
GAMBAR 1.2 PERTUMBUHAN JUMLAH KUNJUNGAN WISATAWAN MANCANEGARA DAN NUSANTARA PENGGUNA JASA AKOMODASI DI DIY ... Error! Bookmark not defined. GAMBAR 1.3 STATISTIK MARKET SHARE HOTEL BINTANG 5 ... Error!
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DI DIY TAHUN 2013... Error! Bookmark not defined. GAMBAR 2.1 MODEL EMPIRIK HUBUNGAN ANTARA CUSTOMER
EXPERIENCE DENGAN EMOTION ... Error! Bookmark not
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GAMBAR 2.2MODEL THEORY OF PLANNED BEHAVIOR (TPB) ... Error! Bookmark not defined.
GAMBAR 2.3 KERANGKA PEMIKIRAN ANALISIS PENGARUH
CUSTOMER SERVICE EXPERIENCE TERHADAP BEHAVIOR INTENTIONS TAMU SHERATON MUSTIKA YOGYAKARTA
RESORT AND SPA... Error! Bookmark not defined. GAMBAR 2.4 PARADIGMA PENELITIAN ANALISIS PENGARUH
CUSTOMER SERVICE EXPERIENCE TERHADAP BEHAVIOR INTENTIONS TAMU SHERATON MUSTIKA YOGYAKARTA
RESORT AND SPA... Error! Bookmark not defined. GAMBAR 3.1 REGRESI BERGANDA ... Error! Bookmark not defined. GAMBAR 4.1 STRUKTUR ORGANISASI SHERATON MUSTIKA
YOGYAKARTA RESORT AND SPA ... Error! Bookmark not defined.
GAMBAR 4.2 KEPERLUAN TAMU MENGINAP DI SERATON MUSTIKA YOGYAKARTA... Error! Bookmark not defined. GAMBAR 4.3 KETERKAITAN ANTARA KEPERLUAN TAMU MENGINAP DENGAN LAMA WAKTU MENGINAP .... Error! Bookmark not defined.
GAMBAR 4.4 CUSTOMER SERVICE EXPERIENCE PADA GARIS
KONTINUM ... Error! Bookmark not defined.
GAMBAR 4.5 BEHAVIOR INTENTIONS TAMU SHERATON MUSTIKA
YOGYAKARTA... Error! Bookmark not defined.
GAMBAR 4.6HISTOGRAM DEPENDENT VARIABLE BEHAVIOR
INTENTIONS ... Error! Bookmark not defined.
GAMBAR 4.7NORMAL PROBABILITY PLOT ... Error! Bookmark not defined. GAMBAR 4.8SUMMARY NORMALITAS VARIABEL ... Error! Bookmark not
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GAMBAR 4.9HASIL UJI ASUMSI HETEROSKEDASTISITAS ... Error! Bookmark not defined.
