ANALISIS PENGARUH CUSTOMER EXPERIENCE, CONVENIENCE, PHYSICAL ENVIRONMENT, PRIVACY, DAN CORPORATE IMAGE TERHADAP REVISIT INTENTION MELALUI CUSTOMER SATISFACTION PADA PENGUNJUNG HOTEL ASTON DI KOTA SAMARINDA --

ABSTRACT
The purpose of this paper is to analyze the effect of Customer Experience, Convenience, Physical Environment, Privacy and Corporate Image On Revisit Intention through Customer Satisfaction to visitors of Aston Hotel in Samarinda. This paper used quantitative method. Structural Equation Modeling (SEM) was performed to test the measurement and structural models using IBM AMOS Ver.23 software. In total, 105 participants were domicile in Samarinda City, completed a questionnaire were used Likert Scale with 1-5 score. Those questionnaires were distributed 105 in Samarinda City.
Based on structural models we found Customer Experience, Privacy, and Corporate Image have significant impact on Customer Satisfaction; Convinience and Physical Environment have not significant impact on Customer Satisfaction; Customer Experience, Physical Environment and Corporate image have a significant impact on Revisit Intention; Convenience and Privacy have not significant impact on Revisit Intention.
Keywords : Customer Experience, Convenience, Physical Environment, Privacy, Corporate Image, Customer Satisfaction, Revisit Intention, Aston.
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ABSTRAK
Penelitian ini bertujuan untuk menganalisa “Analisis Pengaruh Customer Experience, Convenience, Physical Environment, Privacy Dan Corporate Image Terhadap Revisit Intention Melalui Customer Satisfaction Pada Pengunjung Hotel Aston Di Kota Samarinda”. Penelitian ini menggunakan pendekatan kuantitatif dengan menggunakan path analysis yang diolah dengan software IBM SPSS Statistic 19 dan Structural Equation Modeling (SEM) dengan software IBM AMOS 5.0. Penelitian ini menggunakan sampel sebanyak 105 orang yang diambil dari sejumlah Pengunjung Hotel Aston Di Kota Samarinda. Skala pengukuran menggunakan skala Likert dengan skor 1-5. Kuesioner yang digunakan didistrubusikan sebanyak 105 di Kota Samarinda.
Berdasarkan model structural dapat dibuktikan bahwa Customer Experience, Privacy, dan Corporate Image berpengaruh signifikan terhadap Customer Satisfaction; Convinience dan Physical Environment berpengaruh tidak Signifikan terhadap Customer Satisfaction; Customer Experience ,Physical Environment dan Corporate image berpengaruh signifikan terhadap Revisit Intention; Convinience dan Privacy berpengaruh tidak signifikan terhadap Revisit Intention.
Kata Kunci :Customer Experience, Convenience, Physical Environment, Privacy, Corporate Image, Customer Satisfaction, Revisit Intention, Aston