Meeting Planners’ Perspective on Overall Meeting Planning Stages Satisfaction Served by JW Marriott Jakarta

Abstract

Purpose The purpose of this research paper is to find out the influence of 4 stages of event (Sales phase, Pre-event phase, Event phase and Post event phase) towards Customer Satisfaction and Revisit Intention. Design/Methodology/Approach A questionnaire with 27 questions was applied as the method for data collection that was distributed to 110 respondents who have experienced planning or organizing event with the Marriott. The validation of the questionnaire is done through construct validity and reliability. Structural Equation Modeling was utilized to examine survey data gathered to test the theoretical framework and hypothesis. Findings The output of statistical software and Structural Equation Modeling (SEM) presented that. This research found that Sales Phase Performance has positive and significant influence towards Pre Event Phase Performance, that Sales Phase Performance has no positive and significant influence towards Event Phase Performance, that Sales Phase Performance has no positive and significant influence towards Post Event Phase Performance, that Sales Phase Performance has a positive and significant influence towards customer satisfaction, that Pre Event Phase Performance has a positive and significant influence towards Event Phase Performance, that Pre Event Phase Performance has no positive and significant influence towards Post Event Phase Performance, that Pre Event Phase Performance has positive and significant influence towards customer satisfaction, that Event Phase Performance has no positive and significant influence towards Post Event Phase Performance, that Event Phase Performance has a positive and significant influence towards Customer Satisfaction, that Post Event Phase Performance has no positive and significant influence towards Customer Satisfaction, that Customer Satisfaction has a positive and significant influence towards Revisit Intention. Originality/Value This research is filling the gap towards meeting planners’ perspective, Customer Satisfaction and Revisit Intention journals. The researcher wants to find out the influence of 4 event phases towards Revisit Intention by using Customer Satisfaction as mediating variable. Additionally, this research is different since it specifically researches about the meeting planners’ perspective rather than the attendees of the event, which is usually used by the other researchers in Indonesia.