Widodo, Abi Darin (2021) Analisis Pengaruh Nilai yang Dirasakan terhadap Keterikatan Pelanggan Melalui Mediasi Komitmen Afektif dan Kepercayaan Pelanggan Hotel Aston Inn Batu di Era New Normal. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
Business Hotel with 80% of occupants has actually succeeded in adapting and understanding on the right strategy to make friends with a crisis situation which can actually make the best opportunity to compete in Pandemy. This study was conducted to examines factor that may drive customers to engage Business Hotel. The Research build on the theory of Customer Engagement. 150 online questionare for Customers Aston Inn Batu 19 to 53 years old have transaction during pandemy were eligible for participation. Analyzing by descriptive and statistic using PLS-SEM . Between direct path without mediation between Customer Perceive Value and Customer Engagement has a significant impact, also indirect path within partial mediation role to have positive significant impact . Marketing element and absolute effect on customer engagement so that it played big role to solve pandemic problem in hospitality industry which have slumped greatly in new normal. Further the study find develops CVP build CE Implication study was proof that Customer Engagement can give a big probability to increasing revenue in Pandemic Condition. Keywords: Customer Preceive Value, Customer Engagement, Affective Commitment, and Trust
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | ABI DARIN WIDODO |
| Date Deposited: | 17 Jun 2021 06:22 |
| Last Modified: | 17 Jun 2021 06:22 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/7933 |
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