Emotional Experience On E Wom Swiss Bell Silae Hotel In Palu City, Central Sulawesi
Keywords:
Emotional, Experience and Purchasing.
Abstract
Service Quality (SQ), Customer Satisfaction (CS), and Positive Emotional Experience (PEE) have the effect of increasing the positive eWOM of hotel visits. Positive eWOM is a review of the experience felt by consumers who have had a good experience after staying at a hotel. The aim of the research is to test whether Service Quality, Customer Satisfaction (CS), and Positive Emotional Experience, have an influence on increasing positive eWOM visits to Swiss Bel Hotel Silae Palu, based on the Traveloka hotel reservation application site. The aim of the research is the influence of customer satisfaction on eWOM Swiss Bel Hotel Silae Palu. identify the influence of service quality on eWOM of Swiss Bel Hotel Silae Palu. What is the influence of positive emotional experience on eWOM Swiss Bel Hotel Silae Palu. Service quality is important for companies facing competition in the market, satisfying consumer needs and desires, paying attention to service quality (Maulana, 2016). Using quantitative uses numerical measurements. The influence of the Independent Variable on the Dependent Variable is concluded, Customer Satisfaction of the Swiss Bell Silae Hotel in Palu City, has a significant influence on the eWOM of the Swiss Bell Silae Hotel in Palu City. Service Quality provided by the Swiss Bell Silae Hotel in Palu City has a significant influence on the eWOM of the Swiss Bell Silae Hotel in Palu City, Positive Emotional Experience of Swiss Bell Silae Hotel customers in Palu City has a significant influence on Customer Satisfaction of the Swiss Bell Silae Hotel in Palu City. Positive Emotional Experience of Swiss Bell Silae Hotel customers in Palu City has a significant influence on the eWOM of Swiss Bell Silae Hotel in Palu City.
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References
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[21]. Hosany, S., Prayag, G., Van Der Veen, R., Huang, S. (Sam), & Deesilatham, S. (2017). Mediating Effects of Place Attachment and Satisfaction on the Relationship between Tourists’ Emotions and Intention to Recommend. Journal of Travel Research, 56(8), 1079–1093. https://doi.org/10.1177/0047287516678088
[22]. Jeong, E. H., & Jang, S. C. S. (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. International Journal of Hospitality Management, 30(2),356–366. https://doi.org/10.1016/j.ijhm.2010.08.005
[23]. Jing, G., & Yoo, I. S. (2013). An Empirical study on the Effect of E-Service Quality to Satisfaction. International Journal of Management Sciences and Business Research, 2(10), 25–31.
[24]. Kharisadi Wibisana, V. K. H. (2011). Analysis of Hotel Experience in Relationship to Positive Ewom Motivation in Surabaya. 331-339.
[25]. Kim, J. H., & Ritchie, J. R. B. (2014). Cross-Cultural Validation of a Memorable Tourism Experience Scale (MTES). Journal of Travel Research, 53(3), 323– 335. https://doi.org/10.1177/0047287513496468
[26]. Kim, T. (Terry), Kim, W. G., & Kim, H. B. (2009). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. Tourism Management, 30(1),51–62. https://doi.org/10.1016/j.tourman.2008.04.003
[27]. Ladhari, R., & Michaud, M. (2015). EWOM effects on hotel booking intentions, attitudes, trust, and website perceptions. International Journal of Hospitality Management, 46, 36–45. https://doi.org/10.1016/j.ijhm.2015.01.010
[28]. Lii, Y. shuh, & Lee, M. (2012). The joint effects of compensation frames and price levels on service recovery of online pricing error. Managing Service Quality: An International Journal,22(1),4–20. https://doi.org/10.1108/09604521211198083
[29]. Lis, B., & Neßler, C. (2014). Electronic word of mouth. Business and Information Systems Engineering, 6(1), 63–65. https://doi.org/10.1007/s12599-013-0306-0
[30]. Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458–468. https://doi.org/10.1016/j. tourman.2007.05.011
[31]. Manoppo, F. (2013). Service quality, and servicescape effect on customer satisfaction at the Gran Puri Manado Hotel. Journal of Economic, Management, Business and Accounting Research, 1 (4), 1341–1348. https://doi.org/10.35794/emba.v1i4.2913
[32]. Maulana, A. S. (2016). The influence of service quality and price on customer satisfaction of PT. Toi. Journal of Economics Volume, 7 (2), 113-125.
[33]. Normasari, S. (2013). The effect of service quality on customer satisfaction, company image and loyalty Customers Survey Survey Customers who stay overnight at Hotel Pelangi Malang. Journal of Business Administration S1 Universitas Brawijaya, 6 (2), 77767.
[34]. O’Connor, P. (2010). Managing a hotel’s image on Tripadvisor. Journal of Hospitality Marketing and Management, 19(7), 754–772. https://doi.org/10.1080/19368623.2010.508007
[35]. Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: years 2000-2015. International Journal of Contemporary Hospitality Management, 29(1), 2–29. https://doi.org/10.1108/IJCHM-10-2015-0594
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[37]. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430
[38]. Park, E. J., Kim, E. Y., & Forney, J. C. (2006). A structural model of fashion- oriented impulse buying behavior. Journal of Fashion Marketing and Management, 10(4), 433–446. https://doi.org/10.1108/13612020610701965.
[39]. Permatasari, I., Arifin, Z., & Sunarti, S. (2017). The influence of hedonic consumption and positive emotional mediator on Impulsive Purchase (Survey of Fashion Product Buyers in Malang Town Square City of Malang). Journal of Business Administration S1 Universitas Brawijaya, 43 (2), 1–9.
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Published
2024-07-30
How to Cite
Idham, I., Yasin, M., Bin Muhtar, D., & Wahab, A. (2024). Emotional Experience On E Wom Swiss Bell Silae Hotel In Palu City, Central Sulawesi. International Journal of Science, Technology & Management, 5(4), 923-934. https://doi.org/10.46729/ijstm.v5i4.1156
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