Young, Michael (2025) The impact of customer experience, corporate image, and social media marketing toward customer purchasing decisions at Hotel Aryaduta Medan. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
The Aryaduta Hotel has established itself as a well-known establishment
among the residents of Medan, who are generally familiar with it and are exposed
to various positive and negative information about the hotel. However, initial
observations by the researcher indicate a yearly decline in consumer visits to
Aryaduta Hotel. Many customers who once frequently visited are now exploring
alternative accommodations, as Medan offers numerous other hotel options that
attract consumers, such as Adimulia Hotel, J.W. Marriott Hotel, and Grand Aston
Hotel. This decrease in visits to Aryaduta Hotel is attributed to several factors,
including customer experience, corporate image, and social media marketing.
The research population consists of consumers who stay at Aryaduta Hotel
Medan, though the exact total is unknown. To determine the sample size, the
Lemeshow formula is applied, resulting in a sample of 96. The sampling method
employed is non-probability sampling, specifically convenience sampling, where
respondents are selected based on chance encounters. Data will be assessed for
validity and reliability, and analyzed using SPSS 26.0. The research model will
undergo tests for normality, heteroscedasticity, multicollinearity, and linearity.
Additionally, the data will be evaluated through linear regression, multiple linear
regression, and the coefficient of determination, with hypothesis testing conducted
via F-test and t-test.
The study has indicated that customer experience variable has a positive and
significant effect on purchase decision at Hotel Aryaduta Medan. Corporate image
variable has a positive and significant effect on purchase decision at Hotel Aryaduta
Medan. Social Media marketing variable has a positive and significant effect on
purchase decision at Hotel Aryaduta Medan. Customer experience, corporate
image, and social media marketing has a significant effect on purchasing decision at Hotel Aryaduta Medan. / Hotel Aryaduta sudah dikenal luas oleh masyarakat Medan dan sudah
banyak mendapatkan informasi positif maupun negatif mengenai hotel tersebut.
Namun, berdasarkan pengamatan awal peneliti, kunjungan konsumen ke Hotel
Aryaduta setiap tahunnya mengalami penurunan. Banyaknya konsumen yang
dulunya sering berkunjung kini mulai mencari alternatif akomodasi karena Medan
menawarkan banyak pilihan hotel lain yang menarik minat konsumen,seperti Hotel
Adimulia, Hotel J.W. Marriott, dan Hotel Grand Aston. Penurunan kunjungan ke
Hotel Aryaduta ini disebabkan oleh beberapa faktor, antara lain customer
experience, citra perusahaan, dan pemasaran media sosial.
Populasi penelitian ini adalah konsumen yang menginap di Hotel Aryaduta
Medan, meskipun jumlah pastinya tidak diketahui. Untuk menentukan besar sampel
digunakan rumus Lemeshow, sehingga diperoleh sampel sebanyak 96. Metode
pengambilan sampel yang digunakan adalah non-probability sampling, yaitu
convenience sampling, yaitu pemilihan responden berdasarkan kesempatan
bertemu. Data akan dikaji validitas dan reliabilitasnya, serta dianalisis
menggunakan SPSS 26.0. Model penelitian akan diuji normalitas,
heteroskedastisitas, multikolinearitas, dan linearitasnya. Selain itu, data akan
dievaluasi melalui regresi linier, regresi linier berganda, dan koefisien
determinasi, dengan pengujian hipotesis melalui uji F dan uji t.
Hasil penelitian menunjukkan bahwa variabel customer experience
berpengaruh positif dan signifikan terhadap keputusan pembelian di Hotel
Aryaduta Medan. Variabel corporate image berpengaruh positif dan signifikan
terhadap keputusan pembelian di Hotel Aryaduta Medan. Variabel pemasaran
media sosial memiliki pengaruh positif dan signifikan terhadap keputusan
pembelian di Hotel Aryaduta Medan. Pengalaman pelanggan, citra perusahaan,
dan pemasaran media sosial memiliki pengaruh signifikan terhadap keputusan
pembelian di Hotel Aryaduta Medan
Item Type: | Thesis (Bachelor) |
---|---|
Creators: | Creators NIM Email ORCID Young, Michael NIM03011210086 michaelyoung580@gmail.com UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Jackson, Michael 0315059105 michael.jackson@lecturer.uph.edu |
Uncontrolled Keywords: | Customer experience; corporate image; social media marketing; purchasing decision |
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
Divisions: | University Subject > Current > Faculty/School - UPH Medan > Business School > Management Current > Faculty/School - UPH Medan > Business School > Management |
Depositing User: | Michael Young |
Date Deposited: | 25 Feb 2025 03:35 |
Last Modified: | 25 Feb 2025 03:35 |
URI: | http://repository.uph.edu/id/eprint/67212 |