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Diena Mutiara Lemy
Universitas Pelita Harapan
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The Power of Culture in Building Trust and Loyalty: A Lesson Learned from COVID-19 Pandemic in Bali's Hotel Industry Hanna H. Sihombing, Irene; Mutiara Lemy, Diena; Pramono, Rudy
Jurnal Kajian Bali (Journal of Bali Studies) Vol. 15 No. 2 (2025): Symbolism in Balinese Rituals
Publisher : Universitas Udayana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/JKB.2025.v15.i02.p07

Abstract

The COVID-19 pandemic severely impacted Bali's tourism sector, with international tourism declining by 99% in 2021 due to travel restrictions. Despite the dire circumstances, the hotel industry in Bali is recovering quickly. This study examines the effects of COVID-19 on organizational trust and employee loyalty in the tourism industry, focusing on long-term effects and post-pandemic recovery. A survey of 200 employees from three to five-star hotels in Bali assessed the impact on loyalty and the mediating role of organizational trust. Findings indicate that management's pandemic-related actions reduced employee loyalty due to decreased job security and heightened stress. Organizational trust declined during tourism uncertainty, particularly from early 2020 to mid-2022, but showed signs of recovery in 2023 and 2024. Results from expert interviews indicate that trust mitigated the pandemic's impact on employee loyalty, with the cultural values of the Hindu philosophy Tri Hita Karana playing a significant role in Balinese society. This study underscores the importance of organizational trust in maintaining employee loyalty post-crisis.
Co-Authors Agnes Rustiani Alexandra, Theresia Ali Amelda Pramezwary Amelda Pramezwary Anugerah Agungputranto Anugerah Agungputranto Arifin Djakasaputra Audrey Rahardja Aurelie Carvina Brian, Reagan C. Nathalia, Theodosia Catherine Natalie Christine Junus Christine, Kezia Cynthia Swastika Kilya Darmawan, Debbie Deandra Ashtyn Pakasi Debbie Darmawan Desideria Lumongga Dwihadiah Dhiny Irena Sari Djakasaputra, Arifin Dr. Adolf J.N. Parhusip Elang Kusumo Elang Kusumo Elisabeth Heidi Fahmi Idris Audina Gunawan Prabowo Gunawan Prabowo, Gunawan Hanna H. Sihombing, Irene HENDRATMO, Cestia Astutiningsih Hubner, Ira B. Hulu, Meitolo I Ketut Suada Ivan Falantti Ishak Jeremia Devananda Jimmy Muller Hasoloan Situmorang Joanna Vieri Ekamukti Julia Dewi Juliana Juliana Juliana Juliana Juliana Juliana, Juliana Julio Putra Tjokromulia Kezia Christine Kilya, Cynthia Swastika Kim Min Jun Kimberly, Verena Kusumo, Elang KUSUMO, H.K. Elang lusiana maribet manurung Madeline Stefanie Tjang Maleachi, Sandra Myrza Rahmanita Nadia Cheryl Effendy Nova Bernedeta Sitorus Nova Bernedeta Sitorus Nova Bernedeta Sitorus Nova Irene Bernedeta Sitorus Parera, Sisilia Chelsye Pramezwary, Amelda Pramono, Rudy Putri Nugraheni Rahardja, Audrey Rahmat Ingkadijaya Rakhmat Ashartono Ratih Dwi Astuti Reagan Brian Riesta Carmelia Rozi, Fachrul Sabrina O Sihombing Sandra Maleachi Sandra Maleachi Sandra Maleachi Sianipar, Rosianna Sim Wen Ching Sindi Agustiana Sisilia Chelsye Parera Sitorus, Nova Stevano Putra Hardianto Sugiri, Rashid Algani Teguh, Frans Theodosia C. Natalia Theodosia C. Nathalia Tjokromulia, Julio Putra Valencia Valencia Verena Kimberly Vicky Leonarto Vriandi Hapsara Wilhelmina Rosse Marisca Gajeng Wu Lei Lei