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Erwina
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PENERAPAN MARKETING KOMUNIKASI DALAM MENANGANI KOMPLAIN ONLINE TAMU DI VANILLA HOTEL BATAM Erwina; Kurnia, Okki
JURNAL MEKAR Vol. 1 No. 2 (2022): OKTOBER 2022
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v1i2.59

Abstract

The purpose of communication is to inform, persuade and remind. However, some of the communications delivered are not aligned with the intended purpose, thus triggering a complaint. The formulation of the problem in this study is to find out how marketing communication and online complaints are with the research location at Vanilla Hotel Batam. This research-based is on the theory of marketing communication by Hermawan with 5 indicators (promotion, advertising, personal selling, public relations, direct marketing) and on theory of complaint by Tjiptono with 3 indicators (speed of complaint handling, problem solving, ease of complaint filing procedure). The research was conducted using qualitative research methods. Data collection techniques were carried out through observation, literature study, and interviews with hotel manager, senior sales and marketing, and reservation agents. The data analysis technique used is data reduction, data presentation and conclusion drawing. The results of the analysis show that the application of communication marketing at Vanilla Hotel Batam is quite good in indicators (promotion, advertising, personal selling, public relations, direct marketing). However, the complaint indicator needs to be improved. Based on the results of the analysis, it is expected that Vanilla Hotel Batam can increase its human resources and consider conducting training for the front office and sales and marketing departments.
ANALISIS FAKTOR FAKTOR YANG MEMPENGARUHI KEPUTUSAN PEMBELIAN (STUDI KASUS CV.DELTA GLASS JL. S. PARMAN NO.15,MEDAN) Ferdy Aresta; Winda Sri Astuti Doloksaribu; Fernando Fedrian; Christian Wijaya; Erwina
Journal Accounting International Mount Hope Vol. 2 No. 3 (2024)
Publisher : Journal Accounting International Mount Hope

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61696/jaimo.v2i3.474

Abstract

This study was conducted to analyze the factors influencing purchasing decisions (case study of CV. Delta Glass, S. Parman Street No. 15, Medan). The respondents in this study were 30 employees of CV. Delta Glass. The research utilized SMART PLS data processing to determine the validity and reliability of variables and to examine whether each independent variable positively or negatively affects the dependent variable. The results of this study show that the endorsement variable does not partially influence purchasing decisions, with a T-statistic value (1.193) less than 1.96, and a P-value (0.234) greater than 0.05. The price variable partially influences purchasing decisions, with a T-statistic value (2.797) exceeding 1.96, and a P-value (0.014) less than 0.05. Therefore, hypothesis H2 can be accepted. The service quality variable partially influences purchasing decisions, with a T-statistic value (2.461) exceeding 1.96, and a P-value (0.005) less than 0.05. Thus, it can be concluded that H3 can be accepted. However, in the F-test, it was found that the endorsement, price, and service quality variables simultaneously positively influence purchasing decisions, with an F-test value (0.471) exceeding 0.062.
Co-Authors Christian Wijaya Ferdy Aresta Fernando Fedrian Kurnia, Okki Winda Sri Astuti Doloksaribu