Royida, Alfinatur (2024) Customer Experience dan Failities untuk mendorong Revisit Intention dengan Customer Satisfaction sebagai variabel intervening pada objek wisata Kota Lama di Surabaya. Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
Pariwisata berperan penting dalam perekonomian, namun di Surabaya masih terdampak fluktuasi akibat pandemi COVID-19, sehingga perlu diperhatikan faktor pendorong minat berkunjung kembali. Penelitian ini berfokus pada pengaruh Customer Expperience, Facilities, terhadap Revisit intention dengan Customer Satisfaction pada objek wisata Kota Lama di Surabaya. Dengan fluktuasi yang terjadi, penelitian ini bertujuan untuk membuktikan dan menganalisis pengaruh faktor-faktor tersebut dalam memengaruhi minat berkunjung kembali pada objek wisata Kota Lama di Surabaya. Penelitian menggunakan metode kuantitatif. Jenis penelitian ini adalah causal-explanatory yang menjadi populasinya merupakan pengunjung Kota Lama di Surabaya. Cara pengambilan sampelnya menggunakan Accidental Sampling yang merupakan golongan dari Non-Probability Sampling. Cara pengumpulan datanya. menggunakan kuisioner yang melibatkan 100 responden dengan skala likert dan Smart PLS 4 sebagai alat analisanya. Hasil penelitian menunjukkan bahwa Customer experience berpengaruh positif dan signifikan terhadap Customer Satisfaction pada objek wisata Kota Lama di Surabaya, Facilities memiliki pengaruh positif dan signifikan terhadap Customer Satisfaction pada objek wisata Kota Lama di Surabaya, Customer experience memiliki pengaruh positif namun tidak signifikan terhadap Revisit intention pada objek wisata Kota Lama di Surabaya, Facilities memiliki pengaruh negatif dan tidak signifikan terhadap Revisit intention pada objek wisata Kota Lama di Surabaya, Customer Satisfaction memiliki pengaruh positif dan signifikan terhadap Revisit intention pada objek wisata Kota Lama di Surabaya, Customer experience berpengaruh signifikan terhadap Revisit intention melalui Customer Satisfaction pada objek wisata Kota Lama Surabaya, Facilities berpengaruh signifikan terhadap Revisit intention melalui Customer Satisfaction pada objek wisata Kota Lama di Surabaya.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Customer experience, Facilities. Customer Satisfaction, Revisit intention |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HF Commerce |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Ekonomi Manajemen |
| Depositing User: | 1212100151 Alfinatur Rosyida |
| Date Deposited: | 08 Jul 2026 02:43 |
| Last Modified: | 08 Jul 2026 02:43 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/38479 |
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