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) |
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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 |