Articles
<![CDATA[Transformational Leadership in The Hotel Industry: A New Look at The Service-Profit-Chain Concept ]]>
<![CDATA[Evelyn Devina Teguh]]>;
<![CDATA[Devie Devie]]>;
<![CDATA[Serli Wijaya]]>
<![CDATA[ Petra International Journal of Business Studies Vol. 3 No. 2 (2020): DECEMBER 2020 ]]>
Publisher : <![CDATA[Master of Management, School of Business and Management, Petra Christian University ]]>
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DOI: 10.9744/ijbs.3.2.98-109
<![CDATA[Employee engagement is essential to the Service-Profit-Chain concept as the factor to produce high quality service that would meet or exceed customer expectations. However, despite its suggested advantages, limited knowledge is known about what causes employee engagement. This study attempts to understand the Service-Profit-Chain concept more comprehensively, by encompassing transformational leadership as the preceding factor to employee engagement. It aimed to examine the role of transformational leadership in shaping employee engagement and service quality which lead to financial performance. The sample groups taken were among the star-rated hotels located in Surabaya, Indonesia. Each hotel was represented by three groups namely: hotel managers, staff, and hotel customers. The Partial Least Square-SEM method was applied to evaluate the hypothesized model. The results revealed that the effect of transformational leadership on financial performance is mediated by employee engagement. However, service quality cannot mediate the effect of transformational leadership on financial performance. It is interesting to note that Service-Profit-Chain has some limitations in practice, depending on the organization’s strategy. This study is among a few attempts to contribute to a better understanding of the Service-Profit-Chain concept application, with transformational leadership as the factor preceding employee engagement specifically in the hotel industry. It founds that the application of Service-Profit-Chain concept in the hotels have some constraints related to the business strategy that hotels select to penetrate the market.]]>
<![CDATA[IMPLEMENTASI CORPORATE SOCIAL RESPONSIBILITY (CSR) DI HOTEL DAN PENGARUHNYA TERHADAP CITRA MEREK DAN KESETIAAN PELANGGAN ]]>
<![CDATA[Astrid Livia]]>;
<![CDATA[Gladys Gladys]]>;
<![CDATA[Serli Wijaya]]>
<![CDATA[ Jurnal Manajemen Perhotelan Vol. 5 No. 2 (2019): SEPTEMBER 2019 ]]>
Publisher : <![CDATA[Institute of Research and Community Outreach - Petra Christian University ]]>
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DOI: 10.9744/jmp.5.2.71-81
<![CDATA[Dalam beberapa dekade terakhir, tuntutan bahwa kehadiran entitas bisnis tidak hanya untuk mengejar keuntungan semata namun harus dapat berdampak positif bagi lingkungan dan masyarakat lokal menjadi semakin tinggi. Penelitian ini dilakukan untuk menganalisa apakah CSR yang dilakukan sebuah hotel berpengaruh terhadap citra merek dan kesetiaan pelanggannya. Penelitian ini menggunakan pendekatan kuantitatif kausal dengan melaksanakan survei lapangan berbasis kuesioner yang dibagikan kepada 200 responden yang pernah menginap di salah satu dari properti Pop! Hotels di Indonesia. Menggunakan teknik analisa statistik Partial Least Square (PLS), hasil penelitian menunjukkan bahwa CSR berpengaruh positif dan signifikan terhadap citra merek dan kesetiaan pelanggan. Selain itu, citra pelanggan terhadap merek hotel terbukti menjadi mediator bagi pengaruh tidak langsung CSR terhadap kesetiaan pelanggan]]>
<![CDATA[PENGARUH PEMULIHAN JASA TERHADAP KEPUASAN DAN KEPERCAYAAN PELANGGAN ATAS MEREK HOTEL: STUDI PADA HOTEL BERBINTANG SATU SAMPAI TIGA DI INDONESIA ]]>
<![CDATA[Michelia Tansi]]>;
<![CDATA[Ika Agustin]]>;
<![CDATA[Serli Wijaya]]>
<![CDATA[ Jurnal Manajemen Perhotelan Vol. 6 No. 2 (2020): SEPTEMBER 2020 ]]>
Publisher : <![CDATA[Institute of Research and Community Outreach - Petra Christian University ]]>
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DOI: 10.9744/jmp.6.2.99-110
<![CDATA[Penelitian ini dilakukan untuk menganalisa penerapan pemulihan jasa di hotel berbintang satu sampai tiga di Indonesia atas kegagalan jasa yang terjadi dan pengaruhnya terhadap kepercayaan pelanggan atas merek hotel. Survei dilakukan kepada 286 responden yang menginap di hotel dan melakukan keluhan akibat kegagalan jasa yang dialami selama menginap. Data primer diolah dengan teknik statistik SEM-PLS. Hasil penelitian menunjukkan bahwa pemulihan jasa memiliki pengaruh yang positif terhadap kepuasan atas pemulihan jasa. Sementara itu, kepuasan atas pemulihan jasa terbukti memiliki pengaruh yang positif dan signifikan dalam mengembalikan kepercayaan responden atas merek hotel serta menjadi variabel mediasi yang signifikan bagi hubungan antara kepuasan atas pemulihan jasa dan kepercayaan merek.]]>
<![CDATA[The Effect of Student’s Perception of Learning Innovation on Student Engagement and Student Satisfaction ]]>
<![CDATA[Anita Setyawati]]>;
<![CDATA[Serli Wijaya]]>;
<![CDATA[Deborah C. Widjaja]]>
<![CDATA[ Petra International Journal of Business Studies Vol. 5 No. 2 (2022): DECEMBER 2022 ]]>
Publisher : <![CDATA[Master of Management, School of Business and Management, Petra Christian University ]]>
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DOI: 10.9744/ijbs.5.2.198-205
<![CDATA[The COVID-19 pandemic has changed how people live, including education. Due to an increase in positive cases of COVID-19, the teaching and learning process must be carried out online. However, online learning that is carried out suddenly caused by the pandemic can affect a decrease in student engagement and student satisfaction. This research aims to determine student perceptions of teaching innovations that impact student engagement and satisfaction. The online survey was distributed to 166 students of an international program at a private university in Surabaya, Indonesia. The research found that learning methods or strategies prepared by the lecturers to create learning innovation positively impact student engagement and student satisfaction. The ideal teaching method or strategy during online learning supports the interaction between the lecturer and students. Such interaction would increase student engagement, such as learning motivation, being confident in their abilities and deep understanding, and sharing learning experiences, ideas, and knowledge so that student satisfaction will be enhanced.]]>
<![CDATA[Bahasa Indonesia Bahasa IndoThe Influence of Big Five Personality Traits on Perceived Travel Risk and Travel Intention During COVID-19 Pandemicnesia ]]>
<![CDATA[Vanessa Christina Natalia]]>;
<![CDATA[Ferrensya Amelinda]]>;
<![CDATA[Serli Wijaya]]>
<![CDATA[ Matrik : Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan Volume 16 Nomor 2 Tahun 2022 ]]>
Publisher : <![CDATA[Faculty of Economics and Business Udayana University ]]>
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DOI: 10.24843/MATRIK:JMBK.2022.v16.i02.p10
<![CDATA[Penelitian ini bertujuan untuk mengetahui pengaruh ciri kepribadian terhadap persepsi risiko berwisata dan minat berwisata wisatawan Indonesia di masa pandemi Covid-19. Ciri kepribadian wisatawan digali dari perspektif teori Big Five Personality Traits. Survei secara daring disebarkan kepada 202 responden yang mengisi kuisioner lewat Google form. Penelitian ini menggunakan SEM-PLS untuk pengolahan data primer. Hasil penelitian menunjukkan bahwa dari lima ciri kepribadian, hanya ciri kepribadian conscientiousness yang berpengaruh signifikan terhadap persepsi risiko berwisata. Persepsi risiko berwisata berpengaruh negatif dan signifikan terhadap minat berwisata. Selanjutnya, persepsi risiko berwisata terbukti merupakan mediator yang signifikan dari ciri kepribadian conscientiousness dan pengaruhnya terhadap minat wisatawan untuk berwisata. ABSTRACT This study aims to determine the effect of personality traits on travel perceived risk and travel intention of Indonesian tourists during the Covid-19 pandemic era. The online survey was distributed to 202 respondents who filled out the questionnaire via Google forms. This study uses SEM-PLS for primary data processing. The results showed that of big five personality traits, only conscientiousness trait had a significant effect on perceived travel risk. Tourists’ travel perceived risk had a negative and significant effect on travel interest. Further, tourists’ travel perceived risk was a significant mediator of the conscientiousness personality trait and its influence on travel intention.]]>
<![CDATA[Tourism film and its influence on destination image and intentions for Indonesian tourist visits to South Korea ]]>
<![CDATA[Stephanie Hermawan Telim]]>;
<![CDATA[Gabriella Griseldis]]>;
<![CDATA[Serli Wijaya]]>
<![CDATA[ Jurnal Pariwisata Pesona Vol 7, No 2 (2022): Edisi Desember 2022 ]]>
Publisher : <![CDATA[Universitas Merdeka Malang ]]>
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DOI: 10.26905/jpp.v7i2.7513
<![CDATA[Film tourism is a tourist trip to a destination that is a location in a film or television drama. This study aims to examine the influence of film tourism elements consisting of place, personality, and performance on the destination image and on film tourism visit intention and to determine the effect of destination image in mediating the influence of film tourism elements on film tourism visit intention. The online survey was distributed to 183 respondents who like South Korean films or dramas. This study uses SEM-PLS for primary data processing. The results showed that the three elements of South Korean film tourism had a positive and significant effect on the destination image formation of South Korea among Indonesian tourists. Destination image has a positive and significant effect on Indonesian tourists’ intention to undertake film tourism in South Korea. Destination image has been shown to significantly mediate the influence of film tourism elements on Indonesian tourists’ visit intention to involve in film tourism in South Korea.]]>
<![CDATA[YouTube Influencer: How Source Credibility and Information Quality Influence Destination Image and Visit Intention of Young Travelers? ]]>
<![CDATA[Angelina Alice Laurance]]>;
<![CDATA[Serli Wijaya]]>;
<![CDATA[Sienny Thio]]>
<![CDATA[ Jurnal Manajemen Indonesia Vol 23 No 1 (2023): Jurnal Manajemen Indonesia ]]>
Publisher : <![CDATA[Fakultas Ekonomi dan Bisnis, Telkom University. ]]>
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DOI: 10.25124/jmi.v23i1.4672
<![CDATA[This study aims to analyze the effects of YouTube influencers’ source credibility and the information quality of the platform on destination image and young travellers’ intention to visit a destination. Stimulus-organism-response (SOR) theory was adopted to develop the tested research model. This study applied a quantitative approach where primary data was collected through online surveys to 198 YouTube subscribers who had watched the examined YouTube channels’ content. The PLS-SEM technique was utilized to assess the structural model in the study. The results of this study show that source credibility had a significant positive effect on information quality, destination image, and visit intention. The information quality positively affected destination image but did not directly impact the visit intention. Furthermore, the destination image significantly mediates the effect of source credibility and information quality on visit intention. This study enriches the literature on the relationships among source credibility, information quality, and how these credibility and information quality could influence the destination image and young travellers’ intention to visit a destination in an emerging country like Indonesia. Keywords— Destination Image; Information Quality; Source Credibility; Visit Intention: YouTube Influencer; Young Travelers.]]>
<![CDATA[EVALUASI MANAJEMEN MEDIA SOSIAL INSTAGRAM MENGGUNAKAN FRAMEWORK DRAGONS: STUDI KASUS PADA PROGRAM STUDI PASCASARJANA DI SURABAYA ]]>
<![CDATA[Arie Viriawan Ruse]]>;
<![CDATA[Ferry Jaolis]]>;
<![CDATA[Serli Wijaya]]>
<![CDATA[ Jurnal Manajemen Pemasaran Vol. 17 No. 1 (2023): April 2023 ]]>
Publisher : <![CDATA[Institute of Research and Community Outreach - Petra Christian University ]]>
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DOI: 10.9744/jmp.17.1.17-23
<![CDATA[Dalam lima tahun terakhir, tidak sedikit universitas yang mulai memanfaatkan media sosial untuk membangun engagement dengan pemangku kepentingan utamanya seperti mahasiswa dan calon mahasiswa. Dalam manajemen media sosial sebagai sarana pemasaran, perlu adanya rancangan strategi konten yang efektif untuk mendorong performa pemasaran sebuah universitas lewat engagement. Penelitian ini bertujuan untuk menganalisis efektivitas manajemen media sosial dari sebuah akun Instagram program pascasarjana di salah satu universitas di Surabaya menggunakan framework DRAGONS. Framework ini terdiri dari tujuh elemen utama yaitu Dialogue, Relatability, Authenticity, Give, Opinion, Niche dan Sales Hasil penelitian menunjukkan, bahwa sejauh ini menajemen media sosial dari objek analisis masih menitikberatkan pada elemen Dialogue dan Relatability dari keseluruhan elemen framework. Rekomendasi praktikal terkait perancangan dan penerapan konten Instagram dari objek analisis berdasarkan elemen DRAGONS lainnya yang belum dielaborasi juga diberikan untuk meningkatkan engagement para pengikut akun Instagram dari program studi.]]>
<![CDATA[ANALISIS KEPUASAN DAN KETIDAKPUASAN TAMU HOTEL NOVOTEL: PENDEKATAN TEXT MINING ATAS ULASAN DARING PADA SITUS WEB TRIPADVISOR ]]>
<![CDATA[Victorya Jap]]>;
<![CDATA[Jonathan Hartanto]]>;
<![CDATA[Serli Wijaya]]>
<![CDATA[ Jurnal Manajemen Perhotelan Vol. 9 No. 2 (2023): SEPTEMBER 2023 ]]>
Publisher : <![CDATA[Institute of Research and Community Outreach - Petra Christian University ]]>
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DOI: 10.9744/jmp.9.2.71-80
<![CDATA[Ulasan daring di internet merupakan gambaran perilaku pasca pembelian yang ditunjukkan oleh konsumen yang harus diperhatikan oleh bisnis di semua sektor termasuk perhotelan. Ulasan daring menjadi sarana bagi tamu hotel membagikan pengalaman menginap dimana bagi manajemen, ulasan daring dapat digunakan sebagai alat bantu untuk mengevaluasi layanan yang diberikan oleh hotel. Penelitian ini bertujuan untuk mengidentifikasi faktor penentu kepuasan dan ketidakpuasan tamu ketika menginap berdasarkan 7 atribut antara lain: hotel, service, room, food and beverage, location, security, dan price/value. Penelitian juga bertujuan mengukur konsistensi layanan yang diberikan hotel dengan brand name yang sama namun berlokasi di kota yang berbeda di Indonesia. Objek yang diteliti adalah lima properti hotel Novotel yang berada di Jakarta, Bandung, Surabaya, Semarang, dan Bali. Text mining dilakukan atas 1.229 ulasan daring menggunakan platform daring Voyant Tools. Hasil penelitian menemukan bahwa hotel Novotel telah konsisten dalam menjalankan SOP terkait kualitas produk dan layanannya. Atribut service menjadi atribut utama penyebab kepuasan dan ketidakpuasan tamu.]]>
<![CDATA[A Thematic Analysis Exploration of Challenge-Based Learning Framework on Students of Academy X ]]>
<![CDATA[Andi Setiawan Abadi]]>;
<![CDATA[Serli Wijaya]]>;
<![CDATA[Oviliani Y. Yuliana]]>
<![CDATA[ Petra International Journal of Business Studies Vol. 6 No. 2 (2023): DECEMBER 2023 ]]>
Publisher : <![CDATA[Master of Management, School of Business and Management, Petra Christian University ]]>
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DOI: 10.9744/petraijbs.6.2.133-145
<![CDATA[Education development has grown to accommodate various teaching and learning styles in recent years. Challenge-Based Learning, or CBL, is a learning framework conceptualized in 2006 at Apple's Classroom of Tomorrow Today that is built from the natural learning process of human beings. It recognizes that everyone comes equipped with their skills, knowledge, and interests, which opens the possibility for collaboration and teamwork across various knowledge and skill backgrounds. Academy X is an institution that builds its curriculum and activity on the foundation of challenge-based learning. One of the purposes of the Academy is to increase the employability level of the students after they graduate. This study uses Thematic Analysis of interview results with Academy students to see how the CBL process in the Academy is encouraging students to grow and become more successful even after the Academy, especially in facing their careers. In summary, this study confirms through the interview of 10 Academy students how the Challenge-Based Learning drives the development of Growth Mindset in terms of Professional capacity and Personal Development despite the existence of Hindrances along the way. As such, CBL facilitates students’ growth and development at the Academy for their future careers.]]>
