Pengaruh service performance capabilities, service encounter, dan storynomics tourism terhadap customer delight dimediasi oleh memorable tourism experiences
Info Katalog
File Repositori
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2026
Pembimbing 1 : Bahtiar Usman
Kata Kunci : service performance capabilities, service encounter, storynomics tourism, memorable tourism experien
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
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| 1. | 2026_DS_DIE_221021913001_Halaman-Judul.pdf | ||
| 2. | 2026_DS_DIE_221021913001_Surat-Pernyataan-Revisi-Terakhir.pdf | 1 | |
| 3. | 2026_DS_DIE_221021913001_Surat-Hasil-Similaritas.pdf | 1 | |
| 4. | 2026_DS_DIE_221021913001_Halaman-Pernyataan-Persetujuan-Publikasi-Tugas-Akhir-untuk-Kepentingan-Akademis.pdf | 1 | |
| 5. | 2026_DS_DIE_221021913001_Lembar-Pengesahan.pdf | 4 | |
| 6. | 2026_DS_DIE_221021913001_Pernyataan-Orisinalitas.pdf | 1 | |
| 7. | 2026_DS_DIE_221021913001_Formulir-Persetujuan-Publikasi-Karya-Ilmiah.pdf | 1 | |
| 8. | 2026_DS_DIE_221021913001_Bab-1.pdf | ||
| 9. | 2026_DS_DIE_221021913001_Bab-2.pdf |
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| 10. | 2026_DS_DIE_221021913001_Bab-3.pdf |
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| 11. | 2026_DS_DIE_221021913001_Bab-4.pdf |
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| 12. | 2026_DS_DIE_221021913001_Bab-5.pdf | ||
| 13. | 2026_DS_DIE_221021913001_Daftar-Pustaka.pdf | ||
| 14. | 2026_DS_DIE_221021913001_Lampiran.pdf |
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P Penelitian ini dilakukan bertujuan untuk untuk menganalisis pengaruh service performance capabilities, service encounter, dan storynomics tourism terhadap customer delight yang dimediasi oleh memorable tourism experiences.penelitian ini menggunakan metode hypothesis testing dengan pengumpulan data cross sectional data primer melalui penyebaran instrumen kuesioner terhadap wisatawan di destinasi wisata di kota madiun, jawa timur, indonesia dengan jumlah sampel 250 responden dengan pengolahan data menggunakan structural equation modeling – partial least squares (sem-pls).hasil penelitian menunjukkan bahwa service performance capabilities tidak menunjukkan pengaruh langsung yang signifikan terhadap customer delight, namun berpengaruh positif signifikan terhadap memorable tourism experiences. sementara itu, service encounter terbukti berpengaruh positif signifikan baik terhadap customer delight maupun memorable tourism experiences, hal ini menunjukkan bahwa kualitas interaksi memainkan peran sentral dalam membentuk pengalaman emosional. selanjutnya, storynomics tourism tidak berpengaruh langsung terhadap customer delight, tetapi memiliki pengaruh signifikan terhadap memorable tourism experiences. temuan selanjutnya menunjukkan bahwa memorable tourism experiences memiliki pengaruh positif dan signifikan terhadap customer delight. dengan demikian, memorable tourism experiences terbukti menjadi variabel mediator yang kuat dalam hubungan antara ketiga variabel independen dan customer delight, yang berarti memorable tourism experiences berfungsi sebagai mekanisme psikologis yang menjembatani kapabilitas layanan, interaksi layanan, dan kekuatan naratif dengan perasaan keterpesonaan dari wisatawan.novelty dalam penelitian ini berupa validasi empiris bahwa memorable tourism experiences berperan sebagai mediator utama yang mentransformasikan kualitas layanan, interaksi layanan, dan storytelling destinasi menjadi customer delight. hal ini memperkuat teori bahwa pengalaman berkesan merupakan salah satu fondasi utama dalam menciptakan loyalitas emosional wisatawan.
T This study aims to analyze the influence of service performance capabilities, service encounter, and storynomics tourism on customer delight, mediated by memorable tourism experiences.the research employed a hypothesis-testing approach by collecting cross-sectional primary data through a structured questionnaire distributed to tourists visiting several destinations in the city of madiun, east java, indonesia. the sample consists of 250 respondents, and the data were analyzed using structural equation modeling – partial least squares (sem-pls).the findings reveal that service performance capabilities do not have a significant direct effect on customer delight, but they do have a positive and significant influence on memorable tourism experiences. meanwhile, service encounter is proven to have a positive and significant effect on both customer delight and memorable tourism experiences, demonstrating that the quality of interaction between tourists and service providers plays a central role in shaping emotional responses. furthermore, storynomics tourism does not have a direct effect on customer delight, but it significantly influences memorable tourism experiences. additional results reveal that memorable tourism experiences exert a positive and significant impact on customer delight. therefore, memorable tourism experiences are confirmed as a strong mediating variable in the relationship between the three independent variables and customer delight. this finding suggests that memorable tourism experiences serve as a psychological mechanism that bridges service performance capabilities, service encounter, and storynomics tourism into an enhanced customer delight.the novelty of this research lies in its empirical validation of memorable tourism experiences as the main mediator that transforms service performance capabilities, service encounter, and storynomics tourism into customer delight. this reinforces the theoretical perspective that memorable experiences are a fundamental in fostering emotional loyalty among tourists
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