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Aditya, Candra (2026) Inovasi Web dan Niat Menginap Kembali: Mediasi Kepuasan Pelanggan (Griya Persada Convetion Hotel & Resort). Magister (S2) thesis, Universitas BPD.

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Abstract

The development of digital technology has encouraged the hospitality industry to optimize hotel websites as both reservation platforms and means of enhancing customer experience. This study aims to analyze the effect of website innovation on customer satisfaction and revisit intention, as well as to examine the role of customer satisfaction as a mediating variable among guests of Griya Persada Convention Hotel & Resort Bandungan who made reservations through the hotel's official website. This study employed a quantitative approach using Partial Least Squares-Structural Equation Modeling (PLS-SEM). Data were collected from 291 respondents selected through purposive sampling. The results show that website innovation has a positive and significant effect on customer satisfaction and revisit intention. Customer satisfaction also has a positive and significant effect on revisit intention. Furthermore, customer satisfaction is proven to mediate the effect of website innovation on revisit intention. The findings indicate that website innovation not only contributes to improving customers' convenience and digital experience but also builds customer satisfaction, which ultimately encourages customers' intention to stay at the hotel again. Therefore, hotel website development should focus not only on technological aspects and reservation convenience but also on creating a digital experience that can enhance customer satisfaction.

Item Type: Thesis (Magister (S2))
Additional Information: Perkembangan teknologi digital mendorong industri perhotelan untuk mengoptimalkan website sebagai media reservasi sekaligus sarana meningkatkan pengalaman pelanggan. Penelitian ini bertujuan untuk menganalisis pengaruh inovasi website terhadap kepuasan pelanggan dan niat menginap kembali (revisit intention), serta menguji peran kepuasan pelanggan sebagai variabel mediasi pada tamu Griya Persada Convention Hotel & Resort Bandungan yang melakukan reservasi melalui website resmi hotel. Penelitian ini menggunakan pendekatan kuantitatif dengan metode Partial Least Squares-Structural Equation Modeling (PLS-SEM). Data diperoleh dari 291 responden yang dipilih menggunakan teknik purposive sampling. Hasil penelitian menunjukkan bahwa inovasi website berpengaruh positif dan signifikan terhadap kepuasan pelanggan serta niat menginap kembali (revisit intention). Kepuasan pelanggan juga berpengaruh positif dan signifikan terhadap niat menginap kembali (revisit intention). Selain itu, kepuasan pelanggan terbukti memediasi pengaruh inovasi website terhadap niat menginap kembali (revisit intention). Temuan penelitian menunjukkan bahwa inovasi website tidak hanya berperan dalam meningkatkan kemudahan dan pengalaman digital pelanggan, tetapi juga membentuk kepuasan yang pada akhirnya mendorong niat pelanggan untuk kembali menginap. Dengan demikian, pengembangan website hotel perlu diarahkan tidak hanya pada aspek teknologi dan kemudahan reservasi, tetapi juga pada penciptaan pengalaman digital yang mampu meningkatkan kepuasan pelanggan.
Uncontrolled Keywords: Website Innovation, Customer Satisfaction, Revisit Intention, PLS-SEM, Hospitality Industry.
Subjects: H Social Sciences > HA Statistics
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HF Commerce
Divisions: Faculty of Law, Arts and Social Sciences > School of Management
Depositing User: Wisudawan S2
Date Deposited: 02 Oct 2026 02:39
Last Modified: 02 Oct 2026 02:39
URI: https://eprints.ubpd.ac.id/id/eprint/237

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