Kumpulan Skripsi & Artikel Jurnal Ilmiah

2009

An Analysis on the importance of the atmosphere to the costumer’s dining experience in the Golden River restaurant

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Author : CHANDRA;, GRACE

This thesis is written by writers as the requirement to finish writers’ study in Hotel Management of Petra Christian University, Indonesia and in CHN (Christelijke Hogeschool Noord-nederland). As a whole, this thesis will analyze the influence of atmosphere toward the guests’ dining experience that come to have their meal. And in the same time will also be examined how strong the importance of the atmosphere in order to support the restaurant winning chance in industry. In this case the writers will specialize in hospitality industry, that is Golden River Restaurant ( Chinese Specialization Restaurant), which has a unique architecture and interior that can support the atmosphere within the restaurant. This thesis is divided into six chapters in which every chapter will have its own content. Chapter one will tell about the research review and the research problem. Research problem can also be considered as the case study that needs to bc analyzed and to be found the solution. It describes a little bit about a kind of problem that will be examined during this research, why it is considered as a problem, and afterwards about the research questions and the research objectives. This chapter can give a sign to the reader about the main problem that has to be the focus and will be related to the next chapters. The second chapter will be the literature review that consists of the brief theories that related to the dining experience and all factors that supporting the atmosphere within the restaurant like the ambience, table cover, lights and music. Chapter three will be the research methodology; This will discuss the method that will be used during the research which is the qualitative method, and the writers will use two sources which are: 1. Primary data source, this data is taken by interviewing, giving questionnaire and observing. 2. Secondary data source, this data will be taken from the literatures that have connection with the dining experience and the atmosphere. The overview of the company where the research takes place will be placed on chapter four. It will state the historical overview of the company, afterwards the short explanation about the target market of the company, and the points of view from trainee and staffs about the atmosphere at Golden River. The fifth chapter is the main discussion of this thesis whereas all data that have been collected through interviews, observation, and questionnaires are being analyzed. The analysis is done based on theories existed. The last chapter which is chapter six, will represent the conclusion from the whole of the thesis and also some recommendations which could be used or implemented in the restaurant in order to add the value of atmosphere in the restaurant and discover the importance of atmosphere in order to attract the guest. In the end, the writers will enclose the factors of atmosphere in Golden River Restaurant and also the questionnaires format that are being used, and appendixes.

Keyword : customers, restaurant

Studi pengaruh faktor-faktor kualitas layanan terhadap kepuasan pelanggan hotel mulia di Kediri

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Author : ROSITA, IDA

Industri pariwisata dianggap mempunyai prospek cerah di masa yang akan datang. Dengan adanya perkembangan daerah wisata yang terdapat di beberapa daerah maka hotel yang merupakan salah satu penunjang wisata juga akan turut berkembang. Pentingnya hotel saat ini dapat dilihat dari semakin bertambahnya hotel yang berdiri. Hotel Mulia merupakan salah satu hotel melati III yang ada di Kediri mempunyai keunggulan-keunggulan tersendiri dibanding hotel sejenis di Kediri. Kualitas layanan menurut Zeithaml et.al. (1990:44) merupakan persepsi pelanggan tentang keunggulan dari suatu layanan, dimana persepsi tersebut antara lain: penampilan fisik bangunan, penampilan karyawan, ketepatan waktu layanan, sikap karyawan dalam melayani pelanggan, dan lain-lain. Kepuasan konsumen menurut Kotler (1996 : 40) adalah tingkatan dimana seseorang merasakan perbedaan antara perbandingan persepsi kemampuan suatu produk dengan harapan dari pelanggan. Definisi ini menunjukkan bahwa kepuasan pelanggan merupakan suatu tingkatan dimana kebutuhan, keinginan, dan harapan dari pelanggan dapat terpenuhi atau terlampaui. Jenis penelitian ini adalah survei yang menggunakan hipotesis dengan menggunakan data primer. Skala penilaian menggunakan interval berjenjang 5 dan metode penyusunan skala menggunakan skala perbedaan semantik. Model analisis yang digunakan adalah statistik deskriptif yaitu mean, regresi linier berganda, koefisien determinasi berganda dan parsial, uji F, dan uji t. Berdasarkan analisis dan pengujian hipotesis, ternyata hipotesis yang pertama, yaitu diduga faktor-faktor kualitas layanan yang terdiri dari tangibles, reliability, responsiveness, assurance, empathy secara serempak berpengaruh signifikan terhadap kepuasan pelanggan Hotel Mulia di Kediri terbukti. Hal ini dapat dilihat dari hasil uji F pada tingkat signifikansi 5% yang mencapai nilai F hitung sebesar 40,081 lebih besar dari F tabel sebesar 2,31. Besarnya kontribusi faktor-faktor kualitas layanan terhadap kepuasan pelanggan (R2) adalah 0,681. Angka ini juga memberikan arti bahwa kontribusi faktor-faktor kualitas layanan secara serempak terhadap perubahan kepuasan pelanggan Hotel Mulia di Kediri sebesar 68,1%, sedangkan sisanya sebesar 31,9% dijelaskan oleh faktor-faktor lain yang tidak diteliti dalam penelitian ini.

Keyword : service quality, tangibles, reliability, responsiveness, assurance, empathy, customers

The Correlation between the dominant factors forming the relationship performance between PT Adiprima Suraprinta and the customers

Author : MULJA, RONNY

This research study is purposed mainly to observe the significance of each different factor that may affect the performance of a relationship between a? supplier and its customers. Nowadays, suppliers of both products and services are required to build good relationships with their customers so that they may gain customers? trusts, which in the end may result in their survivals within the range of global market. The study is conducted by using quantitative analysis in the form of survey distributed to PT. Adiprima Suraprinta as the focus supplier and its customers. Through four methodologies of simple linear regression, frequency, correlation, and t-test, this research study proposes to measure how significant the relationship is performed by using variables of company size, relationship duration, trust, commitment, and transaction-specific assets. Likewise, the unexpected analysis results are expected to trigger the intention to investigate what causes the results to take place.

Keyword : company size, relationship duration, trust, commitment, transaction-specific assets, relationship performance, PT Adiprima Suraprinta, customers

Sumber : http://repository.petra.ac.id/1157/

Perancangan dan pembuatan sistem informasi untuk pemesanan event pada event and party organizer Xtrack berbasis web

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Author : PANJI, SURYO

Xtrack Event and Party Organizer adalah sebuah event organizer yang bergerak dibidang jasa pembuatan event dalam pesta pernikahan, ulang tahun, ataupun launching product . Dalam perkembangan bisnisnya, Xtrack Event and Party Organizer mempunyai visi untuk memberikan pelayanan terbaik dan kepuasan bagi para customernya dan mendapatkan kepercayaan dari customer. Untuk mewujudkan visi tersebut maka diperlukan suatu sarana informasi yang berbasis web. Fasilitas ini bertujuan untuk memberi gambaran kepada calon customer bagaimana cara kerja Xtrack, mempermudah customer dalam memesan event dan sekaligus memperluas sarana pemasaran bagi pihak Xtrack. Pada proses pembuatan website, langkah awal yang dilakukan adalah menganalisis sistem didalam perusahaan, membuat desain sistem, desain struktur menu web dan desain interface dari web tersebut, setelah itu ditentukan pemakaian software. Pada aplikasi ini, software yang dipakai adalah macromedia dreamweaver mx dan macromedia flash mx untuk pembuatan desain interface, mysql-front sebagai database untuk menyimpan data dari situs dan skrip php untuk bahasa pemrogramannya.Hasil yang didapatkan didalam aplikasi ini adalah aplikasi sistem informasi berbasis web sudah diselesaikan dan diimplementasikan didalam website Xtrack. Pada website Xtrack dilengkapi fasilitas testimonial, crew identity, information schedule, information vendor, pemilihan theme untuk mengadakan suatu event dan fasilitas lain yang sangat membantu member untuk berinteraksi dengan member lainnya ataupun dengan administrator untuk menanyakan seputar event serta fasilitas administrator untuk mengatur isi dari halaman user ataupun halaman member. Melalui pembuatan website Xtrack, dapat disimpulkan bahwa website ini dapat dijalankan dengan baik dan sesuai dengan kebutuhan member dan user. Hal ini dapat dibuktikan melalui hasil perhitungan kuesioner yang diberikan kepada guest dan administrator. Pada guest penilaian website secara keseluruhan menunjukkan nilai rata-rata sebesar 88.89% sedangkan pada administrator tentang penilaian website secara keseluruhan menunjukkan nilai rata-rata sebesar 91.33 %.

Keyword : customers, event and party organizer, xtrack, website

Sumber : http://repository.petra.ac.id/4020/

Analisa harapan dan persepsi konsumen terhadap dimensi website hotel bintang lima di Surabaya

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Author : FEBRIANTI;, EVI

Dewasa ini para praktisi hotel menganggap internet dan website sebagai bagian internet adalah sarana pemasaran tanpa batasan geografis dan waktu. Jadi, merupakan keharusan jika isi website sesuai dengan kebutuhan konsumen dan untuk itu, penyedia website hotel dituntut mampu menyediakan website dengan isi sesuai kebutuhan konsumen. Penelitian ini bertujuan mengukur perbedaan antara harapan dan persepsi konsumen terhadap dimensi website hotel bintang lima di Surabaya. Dimensi website didasarkan pada 5 dimensi, yaitu informasi fasilitas, informasi customer contact, informasi reservasi, informasi area sekeliling hotel, dan manajemen website. Hasil penelitian menunjukkan bahwa ada gap antara harapan dan persepsi konsumen.

Keyword : expectation, perception, customers, website, five stars hotel surabaya

Sumber : http://repository.petra.ac.id/4350/

Analysis of internal marketing implementation in the Oriental Swan Restaurant

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Author : SOELAIMAN;, FRANSCISCA

Increasing competition in the hospitality industry is inevitable as new restaurants, hotels and other service providers open and strive for customers with various kinds of tempting offers. At first this commercials might bring in some customers into the business but to keep the customers coming in, the company has lived up to the customers expectations. Internal marketing is the set of approaches to communicate the managers idea of good service to the employees and make sure that the good service is provided to the customers. It is a company approach to make their employees understand their corporate goals and how the company wants to achieve it. This concept has been developed for some time and works in western hospitality businesses. The question is, can it also be used in business with other cultural background, like Chinese restaurant? Does the internal marketing concept give any contribution to their business development? Do they ever use any internal marketing approach and if they have, how do they do it? The writers? thesis will explain about how are the internal marketing approach and the proces being done in a Chinese restaurant establishment, which business is in the Netherlands. The research methods used by the writers in collecting the data are interviews with the restaurant?s owners and employees, and also questioners given to the customers.

Keyword : restaurants, customers, internal marketing

Sumber : http://repository.petra.ac.id/4762/

Factors influencing customers in Surabaya to buy Bantex PVC LAF

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Author : TONGKU, KARTIKA

In the fierce and tight competition with other brands that doing the same business of manufacturing and selling office stationery products, especially PVC LAF, it is necessary to know why customers in Surabaya buy Bantex PVC LAF so that the company can maintain the existing customers. Therefore, the purpose of this Final Assignment Report is to identify the factors that influence customers in Surabaya to buy Bantex PVC LAF. The research conducted in several areas in Surabaya, using non probability sampling method with purposive judgment sampling. The methodology of the research is descriptive research. The writer distributed questionnaires to 60 respondents. Primary data was collected and analyzed using Factor Analysis and Descriptive Analysis (based on Likert Scale). To run the analysis, the writer used SPSS 15 for Windows. The result of the research shows that there are three re-label factors, which are Factor 1, Factor 2 and Factor 4.

Keyword : factors, customers, LAF, product, price, place, promotion

Sumber : http://repository.petra.ac.id/5135/

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