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All Journal Gadjah Mada International Journal of Business DeReMa (Development Research of Management) Jurnal Manajemen Jurnal Manajemen Indonesia Journal of Business and Applied Management Jurnal Muara Ilmu Sosial, Humaniora, dan Seni Jurnal Muara Ilmu Ekonomi dan Bisnis Business Management Journal Program Studi Manajemen Jurnal Manajemen Bisnis dan Kewirausahaan Journal FAME (Journal Food and Beverage, Product and Services, Accomodation Industry, Entertainment Services Jurnal Pengabdian dan Kewirausahaan Jurnal Manajemen dan Pemasaran Jasa
Wilson, Nicholas
Universitas Bunda Mulia
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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An Empirical Research of Factors Affecting Customer Satisfaction: A Case of the Indonesian E-Commerce Industry Nicholas Wilson; Regina Christella
DeReMa (Development Research of Management): Jurnal Manajemen Vol 14, No 1 (2019): May
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/derema.v14i1.1108

Abstract

The purpose of this study is to analyze the effect of website design, reliability, time saved, product variety, and delivery performance towards customer satisfaction in the Indonesian e-commerce industry. The instrument for collecting the data is using the questionnaire. The number of samples that obtained in this study is 200 samples, in which, 15 of them should be omitted since those questionnaires weren’t filled properly, resulted in a total of 185 samples being deemed usable and used for this study. The data were analyzed using PLS-SEM Method. The results of this study found reliability, time saved, product variety, and delivery performance has positive and significant effect toward customer satisfaction, in which product variety has the highest effect toward customer satisfaction among the other variables. However, this study also found out that there is no significant effect between website design and customer satisfaction. This study further suggests that company specializing in the e-commerce industry should always enhance their product and services to their customer, in which customers will be satisfied, thus increasing their likeliness to repeat their purchasing experience on the company in the future.Bahasa Indonesia Asbtrak: Penelitian ini dilakukan guna mengetahui secara mendalam pengaruh desain website,keandalan, penghematan waktu, variasi produk, dan kinerja pengiriman terhadap kepuasan pelanggan pada industri e-commerce di Indonesia. Penelitian ini menggunakan metode survei, dimana, kuesioner digunakan sebagai instrumen untuk mengumpulkan data. Sebanyak 200 responden berpartisipasi pada penelitian ini, dimana, 15 kuesioner harus dibuang karena pengisian yang tidak lengkap. Dengan demikian, sebanyak 185 data yang valid dan reliabel digunakan untuk selanjutnya digunakan dan diproses pada penelitian ini. Seluruh data diolah dengan menggunakan metode partial least squares-structural equation modelling (PLS-SEM). Berdasarkan hasil pengolahan data, diperoleh hasil bahwa reliability, time saved, product variety, and delivery performance memiliki pengaruh yang positif dan signifikan terhadap kepuasan pelanggan, dimana, variabel product variety memiliki pengaruh yang paling besar terhadap kepuasan pelanggan dibandingkan dengan beberapa variabel yang lain. Sementara itu, hasil pengolahan data pada penelitian ini juga menemukan bahwa website design tidak memiliki pengaruh yang signifikan terhadap kepuasan pelanggan. Berdasarkan hasil ini, maka peneliti ingin merekomendasikan kepada seluruh perusahaan Indoesia yangn bergerak di bidang e-commerce untuk dapat terus meningkatkan performa perusahaan berkaitan dengan kualitas produk dan jasanya kepada pelanggan, dengan harapan bahwa hal ini dapat meningkatkan kepuasan pelanggan serta meningkatkan intensi pelanggan untuk dapat mengulangi aktivitas pembelian terhadap perusahaan tersebut di masa mendatang.
ANALISIS PENGARUH DIMENSI CELEBRITY ENDORSER TERHADAP KESADARAN MEREK DAN INTENSI PEMBELIAN: STUDI KASUS PADA SEKTOR CHINESE-BRAND SMARTPHONE DI INDONESIA [ANALYSIS OF THE EFFECT OF CELEBRITY ENDORSER DIMENSIONS ON BRAND AWARENESS AND PURCHASE INTENTION: A CASE STUDY OF THE CHINESE-BRAND SMARTPHONE SECTOR IN INDONESIA] Nicholas Wilson
DeReMa (Development Research of Management): Jurnal Manajemen Vol 15, No 1 (2020): May
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/derema.v15i1.2248

Abstract

In this era, celebrities serve as one of the most important factors when endorsing a product. More and more companies are battling it out to recruit the best celebrity which they see as one of the key factors in increasing people’s interest in their product. Therefore, this research attempts to understand whether or not a celebrity endorser positively affects consumers’ Purchase Intention, both directly and indirectly toward Brand Awareness in the Chinese-brand smartphone in Indonesia. This research implements a survey method, in which a total of 200 questionnaires were distributed to all respondents participating in this research. All of the data were analysed using partial least squares-structural equation modelling (PLS-SEM). Based on the results of the data analysis, the author concludes that a celebrity endorser plays a significant role in affecting consumers Purchase Intention toward Chinese-brand smartphone in Indonesia, both directly and indirectly toward Brand Awareness. Based on these findings, the author would like to suggest to Chinese-brand smartphone companies who operate their business in Indonesia that they fully understand the strategy which enables the company to properly recruit the celebrities needed to become the ambassador or endorser of the companies’ products in order to increase people’s awareness toward the brand of the product, which in turns could increase people’s intention to try and buy the product in the future. This research also contributes to the development of the theories in which all variables in this research were assessed in the Indonesian Chinese-brand smartphone sector.Abstrak Bahasa Indonesia Di era sekarang ini, selebriti memegang peranan yang sangat penting di dalam mempromosikan suatu produk yang dipasarkan kepada masyarakat luas, dimana banyak perusahaan berlomba untuk saling bersaing di dalam merekrut selebriti terbaik yang dianggap dapat meningkatkan minat masyarakat terhadap produk yang dijual. Berdasarkan hal tersebut, maka penelitian ini dilakukan guna mengetahui bagaimana pengaruh celebrity endorser terhadap intensi pembelian, baik secara langsung ataupun tidak langsung melalui Kesadaran Merek pada chinese-brand smartphone di Indonesia. Adapun sektor Chinese-brand smartphone merupakan salah satu sektor yang pertumbuhannya dapat dikatakan cukup pesat di Indonesia, dimana, salah satu indikatornya dapat terlihat dari semakin banyaknya perusahaan smartphone asal china yang masuk ke pasar Indonesia, serta semakin tingginya animo masyarakat Indonesia terhadap Chinese-brand smartphone ini. Penelitian ini mengimplementasikan metode survey, dimana, sebanyak 200 kuesioner disebarkan kepada yang responden berpartisipasi pada penelitian ini, dimana, seluruh data dinyatakan valid dan dapat diproses pada penelitian ini. Seluruh data kemudian dianalisis dengan menggunakan metode partial least squares-structural equation modelling (PLS-SEM). Berdasarkan hasil analisis data, peneliti menyimpulkan bahwa celebrity endorser berpengaruh positif terhadap Intensi Pembelian pada chinese-brand smartphone di Indonesia, baik secara langsung ataupun tidak langsung melalui Kesadaran Merek. Berdasarkan hal ini, maka peneliti menyarankan kepada perusahaan smartphone asal china yang berdiri di Indonesia untuk dapat menyusun strategi yang efektif, seperti merekrut selebriti ataupun artis yang memang kredibel dan cocok dengan citra yang ingin dutnjukkan perusahaan terhadap produk yang dijual, guna meningkatkan kesadaran dan minat masyarakat terhadap produk yang dijual. Selain itu, hasil dari penelitian ini juga berkontribusi pada pengembangan teori berkaitan dengan variabel-variabel pada penelitian ini, dimana, variabel-variabel pada penelitian ini diteliti pada industri Chinese-brand smartphone di Indonesia. 
PENGARUH CORPORATE REPUTATION, BRAND SATISFACTION DAN BRAND ATTITUDE TERHADAP CUSTOMER LOYALTY PADA INDUSTRI PENERBANGAN DI INDONESIA [THE EFFECT OF COMPANY REPUTATION, BRAND SATISFACTION AND BRAND ATTITUDES TOWARDS CUSTOMER LOYALTY IN THE FLIGHT INDUSTRY IN INDONESIA] Keni Keni; Purnama Dharmawan; Nicholas Wilson
DeReMa (Development Research of Management): Jurnal Manajemen Vol 16, No 1 (2021): May
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/derema.v16i1.2743

Abstract

This research was conducted in order to uncover the effect of Reputasi Perusahaan, Kepuasan Merek and Sikap Merek, both direct and indirectly toward Loyalitas Konsumen in the Indonesian airlines industry. This research implemented survey method in which a total of 300 questionnaires were distributed to the respondents who participated in this research. After a thorough analysis, all of the data had been deemed valid and usable to be further processed in this research. All of the data were then further analyzed by using Partial Least Suares-Structural Equation Modeling (PLS-SEM) by using SmartPLS 3.2.8 modeling software. Based on the results of the data analysis, authors would like to conclude that both Reputasi Perusahaan and Kepuasan Merek had a positive impact on Loyalitas Konsumen, both directly and indirectly through Sikap Merek, in the Indonesian airlines industry.Abstrak dalam Bahasa Indonesia Penelitian ini dilakukan guna mengetahui bagaimana pengaruh reputasi perusahaan, kepuasan merek dan sikap merek terhadap loyalitas pelanggan pada industri penerbangan di Indonesia. Penelitian ini mengimplementasikan metode survei, dimana kuesioner dipilih dan digunakan sebagai instrumen untuk mengumpulkan data dari responden yang berpartisipasi didalam penelitian ini. Adapun kuesioner akan disebarkan kepada 300 responden yang berpartisipasi pada penelitian ini, dimana berdasarkan hasil analisis awal terhadap data penelitian, seluruh data dinyatakan valid dan dapat digunakan didalam penelitian ini. Setelah seluruh data berhasil dikumpulkan, maka data selanjutnya diolah dengan menggunakan metode Partial Least Squares-Structural Equation Modeling (PLS-SEM) dengan menggunakan perangkat lunak SmartPLS 3.2.8. Berdasarkan hasil analisis data, peneliti menyimpulkan bahwa reputasi perusahaan dan kepuasan merek berpengaruh positif terhadap loyalitas pelanggan, baik secara langsung maupun tidak langsung melalui sikap merek, pada industri penerbangan di Indonesia. 
Are Both Brand Awareness and Trust Play Significant Roles in Affecting Students’ Loyalty Toward Packaged Snacks Product? Nicholas Wilson; Jessica Jessica
Journal of Business & Applied Management Vol 13, No 2 (2020): Accredited by Ministry of Research, Technology and Higher Education of the Repu
Publisher : Universitas Bunda Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30813/jbam.v13i2.2263

Abstract

This study was conducted in order to determine whether brand awareness and trust have significant impact on university students’ loyalty toward packaged snacks that were usually sold in both supermarkets or convenience stores all across the region. This study implements survey method, in which, 250 active students from one of the private university in Jakarta participated as the respondents of this study. Students who were selected as the respondents in this study are those who’ve bought a packaged snacks product of any kinds (either biscuits, potato chips, corn chips, tortilla chips, and the other kinds of packaged snacks) at least 10 times for the past 6 months. Questionnaires then were used in order to collect the data from the respondents, and were electronically distributed to the respondents. After collecting all of the data, a total of 19 data need be deleted or omitted due to incomplete responses filled by the respondents. Therefore, a total of 231 usable data were further analyzed using PLS-SEM method in order to gain all of the results needed for concluding this study. Based on the results of the data analysis, authors concluded that both brand awareness and trust have significant impact on students’ loyalty toward packaged foods sold in many convenience store and supermarkets all across Jakarta, with Brand Awareness turns out to be the stronger predictor as compared to Trust. The results of this study then show the importance of improving or increasing people’s awareness toward the brand of the packaged snacks in order to bind people to be loyal to the brand. Furthermore, consumers’ trust toward the brand (and the all of the information attached to the label of the packaged snacks) also revealed to has a positive and significant role in enhancing people’s loyalty behavior toward the brand and the packaged snacks that were usually bought by the consumers.
BAGAIMANA CARA YANG TEPAT DI DALAM MENGATUR SERTA MENENTUKAN JALAN HIDUP SERTA KARIR KITA KEDEPANNYA? Nicholas Wilson
Jurnal Pengabdian dan Kewirausahaan Vol 4, No 2 (2020): Jurnal Pengabdian dan Kewirausahaan
Publisher : Universitas Bunda Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30813/jpk.v4i2.2326

Abstract

This community service activity was conducted in order to ensure that younger and future generations finally have several insights regarding the importance of determining and setting the career path that they want to achieve in the future from the present time in order to ensure that they won’t get lost in determining what they really want to do during the course of their life. It is mainly because most people, particularly those who are from the younger generations, tend to not have a specific and clear intention of what they want to do, or what they want to achieve in their life, in which, they tend to just follow through with their life without having any clear intentions of what they really want to achieve in their life. Therefore, it is important for the younger generations to fully understand the importance and the crucial aspect of understanding their passion, their interest, or their affection toward certain field that they wish to do, in which, such passion could eventually and potentially become their career which they could develop for the entirety of their life. This community service was conducted virtually through Google Meet because of the current COVID-19 pandemic which hamper the possibility that this community service activity was conducted physically to the participants. Meanwhile, a total of 27 participants who participated in this community service session are senior high school students from Bunda Mulia Senior High School. Furthermore, regarding the completion of this activity, author was hopeful that all participants could finally understand the importance of setting their own objectives and career path that they want to pursue in their life in order to prevent them from experiencing much confusion regarding what kind of job or what they want to do during the entirety of their life.
ENHANCING BOTH COMPANIES AND CONSUMERS’ INTENTION TO BOTH PRODUCE AND CONSUME GREEN PRODUCT Nicholas Wilson
Jurnal Pengabdian dan Kewirausahaan Vol 6, No 1 (2022): Jurnal Pengabdian dan Kewirausahaan
Publisher : Universitas Bunda Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30813/jpk.v6i1.3163

Abstract

Green business, green marketing or sustainable business activities had emerged as some of the most discussed and most popular concept within the realm of business, in which, due to the continuous destruction of wildlife and environment all around the world, many people, non-governmental organizations, entrepreneurs, companies and government had constantly pushed and urged many businesses to do or conduct their business activities in a proper and sustainable way which won’t have any damaging or negative impact toward the surrounding environment. Meanwhile, at the same time, consumers were also constantly being “pushed” by these same parties to play a more active role in ensuring that the negative impact of these business activities toward the environment won’t escalate by stop consuming, buying or using non-green product which is not sustainable and could bring a dire impact toward the nature and the surrounding environment in the future. Therefore, this community services activities were designed or conducted in order to give some information, suggestions, or understanding to both businesses and consumers, not only in order to ensure that both of these parties will fully understand the main concept of green business, but also in order to ensure that both parties will eventually and actually conduct both of their businesses and consumption activities in a more sustainable way
MEMIMPIN TIM SECARA EFEKTIF DAN OPTIMAL UNTUK DAPAT MENCAPAI KEBERHASILAN SERTA KESUKSESAN SEPERTI YANG DIINGINKAN OLEH PERUSAHAAN Nicholas Wilson; Janny Rowena; Lilis Susilawaty; Lanang Diayudha; Stevani Helena; Marina Pendi
Jurnal Pengabdian dan Kewirausahaan Vol 5, No 1 (2021): Jurnal Pengabdian dan Kewirausahaan
Publisher : Universitas Bunda Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30813/jpk.v5i1.2722

Abstract

 ABSTRACT                Being able to achieve all of the goals that companies would like to achieve had been the main purpose that all companies in the world want to fulfill, in which, in order to achieve all of these success and goals, companies should be able to lead their teams properly, in which, there are 4 (four) essential factors which companies should fully and thoroughly understand in order to effectively lead all of thsee teams toward achieving the goals that the teams would like to achieve, in which, these four aspects are consisted of: companies’ ability to show and practice leadership, companies’ ability to understand the importance of teamwork and team building, companies ability to develop and execute all of the strategies effectively, and companies’ thorough understanding regarding the methods of tackling or eliminating Silo Mentality. Therefore, this community service project was commenced in order to inform and present the importance of understanding all of these four factors to all of the individuals working within the company in order to enable these individuals (together with their teams) to achieve their goals. This community service activity was conducted in Alfa Land, in which, a total of 37 individuals working in Alfa Land were participating in this community service activity. Due to the COVID-19 pandemic, this community service project was conducted virtually through Zoom Meeting Conference Platform. After commencing this community service project, authors hope that all Individuals and Teams who are participating in this community service activity could further understand the importance of establishing and improving teamwork in order to enable the teams and the company to achieve all of the targets and objectives which the company would like to achieve
KOMPETENSI DI DUNIA REALITAS SETELAH LULUS SMA Grace Putlia; Hary S Sundoro; Meilisa Alvita; Brendi Wijaya; Ali Wardhana; Janny Rowena; Nicholas Wilson; Budi Budi; Samuel Samuel
Jurnal Pengabdian dan Kewirausahaan Vol 4, No 1 (2020): Jurnal Pengabdian dan Kewirausahaan
Publisher : Universitas Bunda Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30813/jpk.v4i1.2076

Abstract

Considering that teenagers in the future will be the next generation, the future must be approved. Tri Dharma of higher education related to Pengabdian Kepada Masyarakat (PKM), which refers to the responsibilities of teachers including transferring, transforming, and using knowledge from within the campus for the community. Based on this, Bunda Mulia University conducted PKM activities by raising the topic " Kompetensi di Dunia Realitas setelah Lulus SMA". The participation of the study participants was adjusted to the topic Tunas Indonesia School students. The method used in this PKM is an ice breaking session, sharing of material, role playing as a practical tool for participants as well as question and answer sessions so that two-way communication can be used. In summary, life goals, self-development, the importance of soft skills in achieving our goals, and success in the world of work. Each session is twenty minutes long. In the future, the activity of PKM is expected to be held again, of course with more diverse topics and bring benefits. Keywords: competence, graduated high school, PKM, life goals.
PRICE SATISFACTION VS PRODUCT QUALITY: WHICH FACTOR HAS A MORE SIGNIFICANT EFFECT ON CUSTOMER LOYALTY TOWARD GREEN PRODUCTS? [KEPUASAN HARGA VS KUALITAS PRODUK: FAKTOR MANA YANG MEMILIKI PENGARUH LEBIH SIGNIFIKAN TERHADAP LOYALITAS PELANGGAN TERHADAP GREEN PRODUCT?]? Nicholas Wilson
DeReMa (Development Research of Management): Jurnal Manajemen Vol 17, No 1 (2022): MAY
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/derema.v17i1.4970

Abstract

This research was conducted in order to thoroughly examine the impact of price satisfaction (comprised of price fairness, relative price, price reliability, and price confidence) and product quality toward customer loyalty on green product through customer satisfaction. In regard with the methodology implemented in this study, survey method was utilized, in which questionnaires were electronically distributed to the respondents originated or living in Jakarta, Bandung, Surabaya, Bali and Medan using google forms. All of these data then were analyzed using PLS-SEM method. A non-probability sampling method in the form of convenience sampling was implemented in order that all respondents had complied with the criteria set in this study, in which, respondents are those who’ve bought any kind of green (eco-friendly) products between 2019 to 2021. A total of 476 usable data were used and assessed in this research. Based on the findings obtained in this study, author concluded that price fairness, price confidence, and product quality positively affect customer loyalty through customer satisfaction, while the impact of the other variables toward customer loyalty had been proven to be insignificant. In the other hand, customer satisfaction positively mediates the effect of price fairness, price confidence, and product quality toward customer loyalty. Furthermore, based on these results, authors would like to also conclude that product quality plays a slightly more important role in affecting consumers’ loyalty toward green products as opposed to price satisfaction, since there are several variables which didn’t significantly affect customer’s level of loyalty toward green products.Bahasa Indonesia Abstrak: Penelitian ini dilakukan guna mengetahui secara mendalam bagaimana pengaruh yang diberikan oleh price fairness, relative price, price reliability, and price confidence (sebagai bagian dari price satisfaction) dan product quality di dalam meningkatkan loyalitas konsumen terhadap produk-produk ramah lingkungan (green products), baik secara langsung ataupun tidak langsung melalui customer satisfaction. Adapun metode survei dengan menggunakan kuesioner diimplementasikan pada penelitian ini, yang dimana, seluruh kuesioner disebarkan secara daring kepada seluruh responden. Responden pada penelitian ini sendiri berasal dari berbagai kota besar di Indonesia, diantaranya adalah Jakarta, Bandung, Surabaya, Bali serta Medan. Selanjutnya, terkait dengan teknik sampling yang digunakan, teknik non-probability sampling dalam bentuk convenience sampling diimplementasikan pada penelitian ini guna memastikan bahwa memang seluruh responden yang berpartisipasi pada penelitian ini telah memenuhi seluruh persyaratan responden yang telah ditentukan, yang dimana, responden haruslah konsumen yang pernah membeli produk ramah lingkungan dalam kurun waktu 2 tahun terakhir antara 2019 hingga 2021. Terkait dengan jumlah sampel pada studi ini, sebanyak 476 data dikumpulkan dari para responden, yang dimana, berdasarkan hasil pengolahan data dengan menggunakan metode PLS-SEM, dapat disimpulkan bahwa price fairness, price confidence, and product quality berpengaruh signifikan terhadap customer loyalty melalui customer satisfaction. Selain itu juga, customer satisfaction mampu secara signifikan me-mediasi pengaruh dari price fairness, price confidence, dan product quality terhadap customer loyalty. Selain itu, ditemukan juga bahwa product quality memegang peranan yang lebih signifikan di dalam mempengaruhi loyalitas konsumen terhadap produk- produk ramah lingkungan, mengingat bahwa ada beberapa variabel yang merupakan bagian dari price satisfaction yang tidak berpengaruh signifikan terhadap loyalitas.
HOW SERVQUAL AND VISITOR SATISFACTION AFFECT LOYALTY AND POSITIVE WOM WITHIN THE INDONESIAN HOTEL SECTOR? Nicholas Wilson; Kevin Goldie
Jurnal Muara Ilmu Ekonomi dan Bisnis Vol 6, No 1 (2022): Jurnal Muara Ilmu Ekonomi dan Bisnis
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmieb.v6i1.15082

Abstract

Sektor perhotelan merupakan salah satu sektor ataupun industri yang sangat terdampak negatif oleh adanya pandemi COVID-19 yang saat ini terjadi dan melanda hampir seluruh belahan bumi di dunia, termasuk Indonesia. Namun, penurunan jumlah kasus positif COVID-19 di Indonesia yang terjadi akhir-akhir ini telah kembali “menghidupkan” para hotel ini, yang dimana, hal ini ditandai dengan kembali meningkatnya jumlah individu yang berkunjung ataupun menginap di berbagai hotel di Indonesia. Alhasil, maka penting bagi setiap individu untuk dapat memahami berbagai faktor yang dapat meningkatkan tingkat loyalitas dari pelanggan yang berkunjung ataupun menginap di hotel tersebut, mengingat bahwa kemampuan hotel di dalam menciptakan loyalitas di benak konsumen inilah yang dapat menentukan keberhasilan hotel tersebut dibandingkan dengan para pesaingnya. Berkaitan dengan hal ini, maka studi ini dilakukan guna menganalisis secara mendalam bagaimana peranan service quality serta visitor satisfaction di dalam meningkatkan visitor loyalty serta positive word-of-mouth pelanggan terhadap berbagai hotel di Indonesia, khususnya di masa pandemi COVID-19 ini. Sebanyak 200 kuesioner disebarkan secara daring (online) kepada seluruh responden, yang dimana, dari 200 data yang telah terkumpul, sebanyak 188 data yang reliable dan  valid selanjutnya dianalisis dengan menggunakan metode PLS. Selanjutnya, berdasarkan hasil pengolahan data, maka peneliti menyimpulkan bahwa service quality serta visitor satisfaction memegang peranan yang signifikan di dalam mempengaruhi tingkat loyalitas pelanggan, serta di dalam meningkatkan intensi dari setiap pelanggan hotel untuk menyebarkan berbagai informasi dan pengalaman positif yang dirasakan selama menginap di hotel yang dikunjungi. Hotel sector had become one of several sectors which was negatively affected by the current COVID-19 pandemic which had occurred worldwide, including in Indonesia, in which, various travel restriction policies implemented by the government had greatly reduced the number of occupants who are visiting and staying at various hotels, which in turns reduced the amount of revenues earned by these hotels. However, the declining trend of the new COVID-19 cases in Indonesia prompted the government to ease several travel restrictions policy, thus enabling people to travel all across the country for various purposes. In this case, such scenario had started to increase the number of visitors who are visiting and staying at various hotels in Indonesia. Therefore, it is important for hotels operator to identify factors that could significantly influence the formation of loyalty on consumers’ mind, since loyalty is one of the most crucial factor which could determine the success and failure of a hotel. Thus, this study was commenced in order to assess the impact of both service quality and visitor satisfaction toward both visitor loyalty and positive word-of-mouth. A total of 200 questionnaires were virtually-distributed to all respondents who participated in this study, in which, a 188 of them were deemed valid and usable. Using PLS-SEM to analyze the data, authors concluded that both service quality and visitor satisfaction had significantly affected consumers’ loyalty toward the hotel, while also affected consumers’
Co-Authors Brian Budi Budi Diayudha, Lanang Edelyn Edelyn Edelyn Fransisca Iriani Roesmala Dewi Grace Putlia Hary Saputra Sundoro Herdy Jaya Prawiradipura Ian Nurpatria Suryawan Ian Nurpatria Suryawan Innocentius Bernarto, Innocentius Jessica Jessica KENI KENI Kevin Goldie Makmud, Stanley Tulus Marcellino Jason Ferdinand Sugiyanto Marina Pendi Meilisa Alvita Purnama Dharmawan Regina Christella Rowena, Janny Samuel Samuel Sentot Basuki Prayitno Stevani Helena Susilawaty, Lilis Tan, Pauline Tan, Pauline Henriette Pattyranie Theodorus, Evan Wibisono, Jensen Wijaya, Brendi