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All Journal Journal of Accounting and Management Innovation Journal of Indonesian Tourism, Hospitality and Recreation Jurnal Informasi dan Teknologi Jurnal Ekonomi Bina Ekonomi: Majalah Ilmiah Fakultas Ekonomi Universitas Katolik Parahyangan Journal of Accounting and Management Innovation Journal of Applied Sciences in Travel and Hospitality Jurnal Ilmiah Hospitality Management Proceeding National Conference Business, Management, and Accounting (NCBMA) Journal of Business on Hospitality and Tourism
Shu, Efin
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Health Professions Social Sciences Other

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ENHANCING THE COMMUNICATION SKILLS AMONG HOTEL EMPLOYEES: THE INTRODUCTION OF MIND MAP TECHNIQUE Shu, Efin
Proceeding National Conference Business, Management, and Accounting (NCBMA) 7th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

Communication skills are essential in the Hospitality industry as the industry mainly deals with people. When communication is handled properly, it will develop guests’ loyalty toward the hotel brand. However, communication is usually challenging, especially during busy operational hours. Messages might not be delivered comprehensively at the right time due to employees’ forgetfulness. Therefore, this community service aims to introduce the mind map technique to the Hotel employees, to enhance remembering, and to assist in organizing their daily tasks better. The method used in this community service is providing training to explain the technique, continuing with a mind map exercise, and ending with group presentations. From the training, the employees had gained more understanding about the technique. They felt that the technique was able to answer their needs related to effective communication and had a real and positive impact on them. The mind map technique is expected to be implemented daily by the Hotel employees so that the communication process will be improved. 
How do aesthetics drive customer retention in Bali cafes? Shu, Efin; Tisna, Annarica
Journal of Applied Sciences in Travel and Hospitality Vol. 8 No. 1 (2025): JASTH: Journal of Applied Sciences in Travel and Hospitality
Publisher : Unit Publikasi Ilmiah, P3M, Politeknik Negeri Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31940/jasth.v8i1.79-95

Abstract

In today’s competitive food service industry, aesthetics are key to customer retention. The food service landscape is changing as customers want to fulfill more than just their hunger and thirst. Customers now care more about the looks of the place and food to satisfy their hedonistic desire. This research aims to determine the influence of aesthetic attributes on customer retention through customer satisfaction in café businesses in Bali.  This research uses the quantitative method, with the data analyzed using the SmartPLS 4 statistical software. Data is collected with Google Forms using a convenience sampling technique. The results show that food aesthetics showed a significant path coefficient of 0.035 with p<0.05 on customer satisfaction. Labor aesthetics showed a significant path coefficient of 0.000 with p<0.05 on customer satisfaction. Customer satisfaction showed a significant path coefficient of 0.000 with p<0.05 on customer retention.  Food and labor aesthetics significantly affected customer retention through customer satisfaction with a path coefficient of 0.046<0.05 for food aesthetics and 0.000<0.05 for labor aesthetics. However, the physical environment aesthetics do not significantly influence customer satisfaction with a path coefficient of 0.376>0.05 and do not significantly influence customer retention through customer satisfaction with a path coefficient of 0.374>0.05. Therefore, the management of the café in Bali should not rely solely on the physical environment aesthetics, instead, they should maintain the food and labor aesthetic. They should also enhance customer satisfaction through the three aesthetic attributes as it will lead to customer retention.
PREDICTING EMPLOYEE PERFORMANCE FROM THE PERSPECTIVE OF COMMUNICATION: THE MODERATING ROLE OF EMPLOYEE MOTIVATION Shu, Efin; Chenova, Clarence
Bina Ekonomi Vol. 28 No. 2 (2024): Bina Ekonomi: Majalah Ilmiah Fakultas Ekonomi Universitas Katolik Parahyangan
Publisher : Center for Economic Studies Universitas Katolik Parahyangan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26593/be.v28i2.7915.128-141

Abstract

The development of the hospitality industry is strongly linked to employee performance. It is essential for every employee to achieve good performance for the hotel's major goals to be met. Employee performance can be influenced by the way they communicate and is related to their motivation. On the TripAdvisor website, there have been complaints from guests regarding employee performance or services. The purpose of this research is to determine the influence of communication on employee performance with the moderation of employee motivation at The Apurva Kempinski Bali. This research uses a quantitative approach. Data collection was carried out by distributing questionnaires with the research population being all employees who work at The Apurva Kempinski Bali. Sample of 70 people was collected using the simple random sampling technique. The data was analyzed using the statistical software PLS SEM 4.0. As a result, both hypotheses are accepted. Communication influences employee performance positively, and employee motivation moderates the relationship between communication and employee performance positively. Both hypotheses result in a significant relationship. Since the relationship between communication and employee performance is quite strong, therefore, the management of Apurva Kempinski Bali is recommended to maintain its communication efforts by emphasizing two-way communication, whether verbally or in writing.
The Effect Of Servicescape And Promotion On Customer Revisit Intention, Mediated By Customer Satisfaction At 38 Coffee Lab Christie, Christie; Shu, Efin
Jurnal Ekonomi Vol. 13 No. 02 (2024): Jurnal Ekonomi, Edition April - June 2024
Publisher : SEAN Institute

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Abstract

38 COFFEE LAB experienced a decrease in sales and received complaints on Google reviews and from customers. People complained about the servicescape of 38 COFFEE LAB that the parking was not adequate, had a small space and a lot of noise in the cafe. The management did not do promotions on social media frequently and on other platforms. The purpose of this research is to find out the effect of servicescape (X1) and promotion (X2) on customer revisit intention (Y) with customer satisfaction (Z) as the intervening variable at 38 COFFEE LAB. This research uses a quantitative method. Data is collected by distributing the questionnaires using Google Forms. The population in this research are all customers of 38 COFFEE LAB, with a total sample of 100 people with a non-probability sampling technique which is convenience sampling. The results, all data has passed the normality test, heteroscedasticity test, and multicollinearity test. The result from the hypothesis test showed that store servicescape and promotion influence customer satisfaction and customer satisfaction influences customer revisit intention. However, servicescape and promotion do not significantly influence customers to revisit intention. In addition, customer satisfaction intervenes between servicescape and customer revisit intention and between promotion and customer revisit intention.
Co-Authors Augustinus, Daniel Chenova, Clarence Chianata, Finny Christie, Christie Edward, Yusuf Ronny Firdaus Yuni Dharta Florent, Vicky Musran Munizu Nurhasanah Nurhasanah Rumianti, Chaerunnisa Tisna, Annarica