Pengaruh praktik "green hotel" terhadap brand equity, customer satisfaction, trust, dan word-of-mouth generasi z pada hotel di Jakarta

Amabel, Vanessa (2021) Pengaruh praktik "green hotel" terhadap brand equity, customer satisfaction, trust, dan word-of-mouth generasi z pada hotel di Jakarta. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Green Hotel Practice atau praktik ramah lingkungan merupakan upaya yang dapat dilakukan oleh pihak manajemen hotel untuk mengurangi dampak negatif kepada lingkungan. Tujuan dari penelitian ini adalah untuk mengetahui dampat green hotel practice terhadap brand awareness, brand association, perceived quality, loyalty, customer satisfaction, trust, dan word-of-mouth. Pengumpulan data dilakukan dengan cara menyebarkan kuesioner kepada responden dengan karakteristik generasi Z yang pernah menginap atau familiar dengan konsep green hotel practice. Data yang telah diperoleh, dioleh dengan SmartPLS v 3.3.2 dengan analisis data validitas, reliabilitas, dan common method bias. Terdapat 13 hipotesis di dalam penelitian ini, 11 hipotesis diterima yakni : (H1) Green hotel practice berpengaruh positif pada Brand Awareness, (H2) Green hotel practice berpengaruh positif pada Brand association, (H3) Green hotel practice berpengaruh positif pada Perceived quality, (H4) Green hotel practice berpengaruh positif pada Loyalty, (H7) Brand association berpengaruh positif pada Customer satisfaction, (H8) Perceived quality berpengaruh positif pada Customer satisfaction, (H9) Loyalty berpengaruh positif pada Customer satisfaction, (H10) Green hotel practice berpengaruh positif pada Trust, (H11) Green hotel practice berpengaruh pada Word-of-mouth, (H12) Customer satisfaction berpengaruh secara positif pada Trust, dan (H13) Trust berpengaruh secara positif pada Word-of-mouth dan 2 hipotesis di tolak, yakni (H5) Green hotel practice berpengaruh secara positif pada Customer satisfaction dan (H6) Brand awareness berpengaruh secara positif pada Customer satisfaction. Kata kunci : Green Hotel Practice, Brand Equity, Customer Satisfaction, Trust, Word-of-Mouth
Item Type: Thesis (Bachelor)
Creators:
Creators
NIM
Email
ORCID
Amabel, Vanessa
NIM01011180164
vanessaamabel@gmail.com
UNSPECIFIED
Contributors:
Contribution
Contributors
NIDN/NIDK
Email
Thesis advisor
Radnan, Paulus Yokie
NIDN0324058008
paulus.radnan@uph.edu
Uncontrolled Keywords: Green hotel pratice; Brand equity; Customer satisfaction; Trust; Word of mouth
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management
Current > Faculty/School - UPH Karawaci > Business School > Management
Depositing User: Users 14635 not found.
Date Deposited: 05 Jan 2022 02:00
Last Modified: 22 Feb 2022 06:40
URI: http://repository.uph.edu/id/eprint/43925

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