CUSTOMER EXPERIENCE DAN CUSTOMER VALUE TERHADAP CUSTOMER SATISFACTION PADA BATIQA HOTEL LAMPUNG DALAM PERSPEKTIF BISNIS ISLAM (Studi on customer Batiqa Hotel Lampung)

DELLA, CORNELIA (2025) CUSTOMER EXPERIENCE DAN CUSTOMER VALUE TERHADAP CUSTOMER SATISFACTION PADA BATIQA HOTEL LAMPUNG DALAM PERSPEKTIF BISNIS ISLAM (Studi on customer Batiqa Hotel Lampung). Diploma thesis, UIN RADEN INTAN LAMPUNG.

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Abstract

Abstrak : Batiqa Hotel Lampung memiliki reputasi sebagai hotel Bintang tiga dengan pelayanan profesional, sejumlah ulasan pelanggan menunjukkan adanya ketidakpuasan terhadap aspek tertentu seperti responsivitas staf, kebersihan, dan kesesuaian fasilitas dengan ekspektasi. Hal ini mencerminkan potensi kesenjangan antara Customer Experience dan Customer Value yang mereka harapkan, yang dapat berdampak negatif terhadap tingkat kepuasan dan loyalitas pelanggan. Penelitian ini bertujuan untuk menganalisi pengaruh Customer Experience dan Customer Value terhadap Customer Satisfaction pada pelanggan Batiqa Hotel Lampung, serta mengeksplorasi konstribusi prinsip-prinsip islam dalam konteks pelayanan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode analisi Partial Least Square-Structural Equation Modeling (PLSSEM), dan melibatkan 99 responden, hasil penelitian ini menunjuukan bahwa Customer Experience berpengaruh positif dan signifikan terhadap Customer Satisfaction dengan koefisien jalur sebesar 0,598, sedangkan Customer Value juga memberikan pengaruh positif signifikan dengan koefisien 0,363. Nilai R-square sebesar 0,888 mengindikasikan bahwa model ini memiliki kemampuan prediktif yang sangat kuat. Temuan ini menegeaskan pentingnya peningkatan pengalaman pelanggan dan persepsi nilai pelanggan, dengan dukungan nilai-nilai etika islam seperti kejujuran, keadilan, dan tanggung jawab dalam penyelenggaraan layanan. Pendekatan2 tersebut diharapkan tidak hanya meningkatkan kepuasan fungsional tetapi juga membangun loyalitas spiritual pelanggan. Abstrac : Batiqa Hotel Lampung has a reputation as a three-star hotel with professional service, a number of customer reviews indicate dissatisfaction with certain aspects such as staff responsiveness, cleanliness, and suitability of facilities to expectations. This reflects the potential gap between Customer Experience and Customer Value that they expect, which can have a negative impact on customer satisfaction and loyalty levels. This study aims to analyze the influence of Customer Experience and Customer Value on Customer Satisfaction of Batiqa Hotel Lampung customers, and explore the contribution of Islamic principles in the context of service. This study uses a quantitative approach with the Partial Least Square-Structural Equation Modeling (PLS-SEM) analysis method, and involves 99 respondents, the results of this study show that Customer Experience has a positive and significant effect on Customer Satisfaction with a path coefficient of 0.598, while Customer Value also has a significant positive effect with a coefficient of 0.363. The R-square value of 0.888 indicates that this model has a very strong predictive ability. This finding emphasizes the importance of improving customer experience and customer value perception, supported by Islamic ethical values such as honesty, fairness, and responsibility in service delivery. This approach is expected to not only increase functional satisfaction but also build customer spiritual loyalty.

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