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All Journal jurnal ilmiah hospitality Journal of Tourism and Economic Toba: Journal of Tourism, Hospitality, and Destination Jurnal Pengabdian Masyarakat Bidang Sosial dan Humaniora Jurnal Mata Pariwisata Jurnal Mekar Media Bina Ilmiah
Nensi Lapotulo
Manajemen Divisi Kamar, Politeknik Pariwisata Batam
Arts Humanities Economics, Econometrics & Finance Education Environmental Science Social Sciences Other

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PENGARUH BRAND IMAGE TERHADAP KEPUTUSAN PEMBELIAN DI AKASHIRO COFFEE Haufi Sukmamedian; Dailami; Nensi Lapotulo
JURNAL MATA PARIWISATA Vol. 1 No. 2 (2022): SEPTEMBER 2022
Publisher : PUSLITABMAS - BATAM TOURISM POLYTECNIC

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (535.495 KB)

Abstract

Purchasing decisions are consumer behaviors based on impulses and motivations that will then generate a sense of meeting needs. The user will have a reason in choosing the goods, then the customer will decide whether to buy the goods or not. For example, consumers have bought product A and are satisfied so that the consumer makes a purchase decision on product A. If consumers have no experience or have never tried a product then consumers tend to trust goods or products that are more familiar and trusted. Consumers tend to make the product brand image into an image before consumers choose and buy products. so the company must be able to attract the attention of consumers and must build a positive brand image in order to attract purchasing decisions. Brand image is the perception and confidence carried out by consumers, as reflected in the association that occurs in the customer impression.  The more positive the brand image owned by a company, the higher it is and the more confident it is for consumers to buy the product. This reason is reinforced by research by said that brand image can improve customer decisions in buying products.
PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PENGUNJUNG DI MUSEUM NASIONAL JAKARTA Haufi Sukmamedian; Nensi Lapotulo
JURNAL MEKAR Vol. 1 No. 1 (2022): APRIL 2022
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (504.446 KB) | DOI: 10.59193/jmr.v1i1.20

Abstract

Kualitas layanan menjadi salah satu aspek dalam menentukan kepuasan pengunjung. Penelitian ini bertujuan untuk mengetahui Pengaruh Kualitas Layanan Terhadap Kepuasan Pengunjung di Museum Nasional Jakarta. Penelitian ini menggunakan metode penelitian kuantitatif dengan jenis penelitian asosiatif. Sampel dalam penelitian ini menggunakan teknik non-probability sampling terdiri dari pengunjung Museum Nasional Jakarta, diambil sebanyak 100 responden dengan pengolahan data menggunakan aplikasi SPSS (Statistical Package for Social Sciences) versi 25. asil Uji T dari dimensi bukti fisik, keandalan, dan empati secara parsial memiliki pengaruh terhadap kepuasan pengunjung sedangkan dimensi cepat tanggap dan jaminan secara parsial tidak memiliki pengaruh terhadap kepuasan pengunjung di Museum Nasional Jakarta dan hasil dari Uji F adalah Kualitas Layanan secara simultan mempunyai pengaruh terhadap kepuasan pengunjung di Museum Nasional Jakarta. Hasil R2 yang diperoleh adalah kualitas layanan mempengaruhi kepuasan pengunjung sebesar 50,9% sedangkan 49,1% lainnya didapat dari variabel lainnya yang tidak dibahas dalam penelitian ini. Saran untuk perusahaan dalam penelitian ini agar tetap menjaga dan meningkatkan dimensi-dimensi kualitas layanan agar memberikan dampak positif terhadap kepuasan pengunjung di Museum Nasional Jakarta.
PERANAN PELATIHAN PADA KINERJA FRONT DESK AGENT DI HARRIS RESORT BARELANG BATAM Devid Trinaldo Simatupang; Nensi Lapotulo; Dina Auliana
Jurnal Ilmiah Hospitality Vol 11 No 2: Desember 2022 (in Press)
Publisher : Sekolah Tinggi Pariwisata Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47492/jih.v11i2.2348

Abstract

Penelitian ini bertujuan untuk mengetahui peranan pelatihan pada staf front desk di Harris Resort Barelang Batam. Diharapkan pelatihan mempunyai peran penting dan sesuai dengan tujuan yang ingin dicapai, maka perusahaan terlebih dahulu harus membuat kebijakan aturan, cara kerja, metode pelatihan karyawan. Front desk adalah salah satu seksi yang berada dalam front office departement yang menangani semua urusan mengenai check-in, check-out, komplain tamu, yang artinya semua pusat pelayanan datang dari front office. Kinerja front desk juga sangat berpengaruh besar terhadap pendapatan dan penilaian pertama tamu atau first impression terhadap hotel. Penelitian ini dilakukan di Harris Resort Barelang Batam. Penulisan penelitian ini disajikan secara deskriptif. Metode penelitian yang digunakan adalah penelitian kualitatif. Metode pengumpulan data ini menggunakan observasi, wawancara, dokumentasi dan studi kepustakaan. Data yang diperoleh kemudian dianalisis dan disajikan dengan cara deskriptif. Hasil dari penelitian ini, bahwa peranan pelatihan pada kinerja front desk agent sangat penting dan sangant dibutuhkan dalam menunjang operasional front office pada umumnya dan pada desk agent khususnya.
UPAYA LAUNDRY ATTENDANT DALAM MENANGANI PAKAIAN YANG TERTUKAR DI BEVERLY HOTEL BATAM Muhammad Mufid Hakim; Nensi Lapotulo
Media Bina Ilmiah Vol. 17 No. 4: Nopember 2022
Publisher : LPSDI Bina Patria

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Abstract

Beverly Hotel Batam is a four-star hotel located in the city of Batam, Riau Islands. Mixed and swapped guest clothes is a problem that occurs in the laundry section at Beverly Hotel. This study aims to describe an effort of laundry attendant in dealing with swapped clothes. This study shows the obstacles faced by the laundry section in handling swapped clothes, including the lack of housekeeping responsibility for these clothes which can cause a lot of clothes to be mixed up. For this reason, housekeeping need more thorough and records the clothes that will be going to the laundry immediately to reduce the swapping of clothes. Laundry is a very important part of the hotel because laundry provides a lot of income and laundry also plays a very important role in improving the quality of service at the hotel. The research methodology used in this paper is a qualitative descriptive method, namely by describing the conditions that will be observed in the field more specifically, transparently and in depth. The data collection technique used is in the form of interviews, observation and documentation.
Pengalaman Tamu Mengenai Housekeeping dan Fasilitas di TRC Bintan Resort Melisa Sri Dewi; Nensi Lapotulo; I Wayan Thariqy Kawakibi Pristiwasa; Yudha Wardani
Journal of Tourism and Economic Vol. 8 No. 2 (2025): Edisi 16 Des 2025
Publisher : STIE Pariwisata API Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36594/jtec/5ngs0056

Abstract

This study examines the negative experiences of guests staying at TRC Bintan Resort, focusing on the quality of basic services and the physical condition of the property. The analysis was conducted using a descriptive qualitative approach, based on a narrative review of online reviews containing complaints about room sanitation, infrastructure damage, and environmental discomfort. The results revealed systemic failures, including weak hygiene standards, facility degradation, and inadequate management of the resort environment, which directly impacted guest perceptions of value and emotions. These findings reinforce the existence of a total quality gap arising from the mismatch between guest expectations and service realities. Using the SERVQUAL framework and the Kano Model, this study identified that most issues centred on the basic needs dimension, which must be met in the hospitality industry. This study contributes to the hospitality management literature by highlighting the importance of preventative maintenance, service quality monitoring, and the integration of environmental sustainability principles as strategies for rehabilitating resort reputations in tropical coastal areas.
Peningkatan Kapasitas Pengelola Homestay dan Pondok Wisata Melalui Pemasaran Digital dan Strategi Branding di Bintan Hetty Yulianti Sihite; Indah Andesta; Firman Wahyu Illahi; Fitriana Baitanu; Nensi Lapotulo
ABDISOSHUM: Jurnal Pengabdian Masyarakat Bidang Sosial dan Humaniora Vol. 4 No. 4 (2025): Desember 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/abdisoshum.v4i4.6796

Abstract

This community service program aims to enhance the capacity of homestay and guesthouse managers in Bintan Island, Riau Islands Province, in utilizing digital marketing and branding strategies to strengthen the competitiveness of community-based tourism enterprises. The program was conducted using participatory and applicative approaches through a two-day training held on 5–6 November 2025, involving 40 participants consisting of homestay managers, guesthouse operators, and local tourism practitioners. The training materials focused on three main topics: social media and Online Travel Agent (OTA) promotion, photo and video–based visual storytelling, and branding strategies for building business image and online reputation. Evaluation results indicate a significant improvement in participants’ knowledge and skills, with an average post-training score of 3.75 (categorized as good to very good). Participants were able to apply digital marketing techniques more effectively, produce engaging and authentic visual content, and manage their online image and reputation more professionally. The program also strengthened participants’ digital literacy and branding capabilities, while fostering a collaborative network among homestay managers for promoting community-based tourism in Bintan Island. Overall, this training contributes positively to enhancing the competitiveness of local homestays and supports the development of sustainable, technology-driven tourism in the region.
Pengaruh Lingkungan Fisik, Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Konsumen Menginap di Duolos Phos Hotel Bintan Hetty Yulianti Sihite; Fitriana Baitanu; Nensi Lapotulo
TOBA: Journal of Tourism, Hospitality, and Destination Vol. 4 No. 2 (2025): May 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/toba.v4i2.5828

Abstract

This study aims to analyze the influence of physical environment, service quality, and facilities on customer satisfaction at Doulos Phos The Ship Hotel, a heritage-themed accommodation shaped like a historic ship located in the Lagoi tourism area, Bintan. A quantitative approach was applied, using purposive sampling of 32 hotel guests who met the research criteria. The research instrument was validated and proven reliable (r-count > 0.349 and Cronbach Alpha > 0.80). The results of multiple linear regression analysis revealed that all three independent variables significantly influenced customer satisfaction, with the physical environment emerging as the most dominant factor (B = 0.352; Sig. = 0.003). These findings support the disconfirmation of expectations theory and are consistent with previous studies highlighting the role of physical atmosphere in shaping customer experience. Managerial implications include enhancing the hotel’s visual and historical elements, delivering empathetic and culturally aware service training, and improving digital facility innovations and public space comfort. This research contributes to the management of thematic accommodations by emphasizing multisensory experiences as a key driver of customer satisfaction in the hospitality industry.
Co-Authors Dailami Devid Trinaldo Simatupang Dina Auliana FIRMAN WAHYU ILLAHI Fitriana Baitanu Haufi Sukmamedian Hetty Yulianti Sihite I Wayan Thariqy Kawakibi Pristiwasa Indah Andesta Melisa Sri Dewi Muhammad Mufid Hakim Yudha Wardani