Gwenawan, Ferry (2024) The effect of servicescape, digital marketing, and word of mouth on customer repuchase intention at Aryaduta Hotel Medan. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
The Aryaduta Hotel has established itself as a well-known accommodation
option among the residents of Medan. Most people in Medan are generally familiar
with the Aryaduta Hotel, and various information, both positive and negative,
circulates about it. According to preliminary observations made by the researcher,
it has been noted that the number of customer visits to the Aryaduta Hotel has been
declining annually. The phenomenon is known cause by some factors such as
servicescape, digital marketing and word of mouth.
The research population that will be used in this research is all consumers
who stay at Aryaduta Hotel Medan which total is unknown. Because of the
unknown population, Lemeshow formula is being used to determine the number
of samples in the research which is 96 sample. The sampling method that will be
used is non-probability sampling which is the accidental/convenience sampling
method where the sample will be the respondents who are met by chance or
accidentally met as first respondent. Data is measured by validity and reliability test.
The data is analyzed using SPSS 26.00, the research model is being tested using
normality, heteroscedasticity, multicollinearity, and linearity test. The data also
tested with linear regression, multiple linear regression, and coefficient of
determination test, then hypothesis test are done with F-Test and t-Test.
The study has indicated that servicescape variable has a positive and
significant effect on repurchase intention at Hotel Aryaduta Medan. Digital
marketing variable has a positive and significant effect on repurchase intention at
Hotel Aryaduta Medan. Word of mouth variable has a positive and significant effect
on repurchase intention at Hotel Aryaduta Medan. Servicescape, digital marketing,
and word of mouth has a significant effect on repurchase intention at Hotel Aryaduta Medan./ Hotel Aryaduta telah memantapkan dirinya sebagai pilihan akomodasi
yang dikenal baik di kalangan warga Medan. Sebagian besar masyarakat Medan
pada umumnya sudah mengenal Hotel Aryaduta, dan berbagai informasi, baik
positif maupun negatif, beredar mengenai hotel tersebut. Berdasarkan pengamatan
awal yang dilakukan oleh peneliti, diketahui bahwa jumlah kunjungan pelanggan
ke Hotel Aryaduta setiap tahunnya mengalami penurunan. Fenomena tersebut
diketahui disebabkan oleh beberapa faktor seperti servicescape, digital marketing
dan word of mouth.
Populasi penelitian yang akan digunakan dalam penelitian ini adalah
seluruh konsumen yang menginap di Hotel Aryaduta Medan yang jumlahnya tidak
diketahui. Karena jumlah populasi tidak diketahui, rumus Lemeshow digunakan
untuk menentukan jumlah sampel dalam penelitian ini yaitu sebanyak 96 sampel.
Metode pengambilan sampel yang akan digunakan adalah non-probability
sampling yaitu metode accidental/convenience sampling dimana sampelnya adalah
responden yang secara kebetulan atau tidak sengaja ditemui sebagai responden
pertama. Data diukur dengan uji validitas dan reliabilitas. Data dianalisis dengan
menggunakan SPSS 26.00, model penelitian diuji dengan menggunakan uji
normalitas, heteroskedastisitas, multikolinearitas, dan linearitas. Data juga diuji
dengan regresi linier, regresi linier berganda, dan uji koefisien determinasi,
kemudian dilakukan uji hipotesis dengan Uji-F dan Uji-t.
Hasil penelitian menunjukkan bahwa variabel servicescape berpengaruh
positif dan signifikan terhadap repurchase intention pada Hotel Aryaduta Medan.
Variabel digital marketing berpengaruh positif dan signifikan terhadap repurchase
intention pada Hotel Aryaduta Medan. Variabel word of mouth berpengaruh positif
dan signifikan terhadap repurchase intention pada Hotel Aryaduta Medan.
Servicescape, pemasaran digital, dan word of mouth memiliki pengaruh yang
signifikan terhadap minat pembelian ulang di Hotel Aryaduta Medan.
Item Type: | Thesis (Bachelor) |
---|---|
Creators: | Creators NIM Email ORCID Gwenawan, Ferry NIM03011210067 gweferry5@gmail.com UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Jackson, Michael 315059105 michael.jackson@lecturer.uph.edu |
Uncontrolled Keywords: | Servicescape; digital marketing; word of mouth; repurchase intention |
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: | Ferry Gwenawan |
Date Deposited: | 25 Feb 2025 03:34 |
Last Modified: | 25 Feb 2025 03:34 |
URI: | http://repository.uph.edu/id/eprint/67229 |