The effect of online reviews toward employee performance in Hotel Alvina Pematangsiantar

Zaretta, Declyn (2020) The effect of online reviews toward employee performance in Hotel Alvina Pematangsiantar. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (367kB) | Preview
	Text (ToC) ToC.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (680kB)
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (776kB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (769kB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (852kB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (438kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (475kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)

Abstract

The growth of the internet has allowed the customers to easily share their opinions and experiences through online review. Many customers rely on online review because it is easy to access and easy to gain the information of the products and the informant’s experience. Online review is very crucial for hotel because it is a source of marketing and also what the customers write on online review represents the output of employee performance. In the hospitality industry, every hotel aims to meet the customer satisfaction. By using the online review, employees will able to identify and assess the area that needs to be fixed and make it as a guideline to improve and maintain the performance. The purpose of this research is to analyze and identify the effect of online review towards the employee performance in Hotel Alvina Pematangsiantar. This research uses descriptive research with a quantitative method. The sampling method that is used in this research is simple random sampling. There are 44 samples that represent the employees of Hotel Alvina. The data collection method used is questionnaires. The result of the research shows that online customer review affects employee performance in Hotel Alvina Pematangsiantar. / Pertumbuhan internet telah memungkinkan pelanggan untuk membagikan pendapat dan pengalaman mereka dengan mudah melalui ulasan online. Banyak pelanggan bergantung pada ulasan online karena mudah diakses dan mudah untuk mendapatkan informasi produk dan pengalaman informan. Ulasan online sangat penting bagi hotel karena merupakan sumber pemasaran dan apa yang ditulis oleh pelanggan pada ulasan online mewakili output dari kinerja karyawan mereka. Dalam industri perhotelan, tujuan setiap hotel adalah untuk memenuhi kepuasan pelanggan. Dengan menggunakan ulasan online, karyawan dapat mengidentifikasi dan menilai area yang perlu diperbaiki dan menjadikannya sebagai pedoman untuk meningkatkan dan mempertahankan kinerja. Tujuan dari penelitian ini adalah untuk menganalisis dan mengidentifikasi pengaruh ulasan online terhadap kinerja karyawan di Hotel Alvina Pematangsiantar. Penelitian ini menggunakan penelitian deskriptif dengan metode kuantitatif. Metode pengambilan sampel yang digunakan untuk penelitian ini adalah simple random sampling. Ada 44 sampel yang mewakili karyawan Hotel Alvina. Metode pengumpulan data adalah dengan menggunakan kuesioner. Hasil penelitian menunjukkan bahwa ulasan pelanggan online mempengaruhi kinerja karyawan di Hotel Alvina Pematangsiantar.

Actions (login required)

View Item