Analisa Pengaruh Hubungan Internal Marketing Terhadap Sikap dan Tingkah Laku Salesperson dalam Lingkungan Perhotelan

Budianto, Budianto (2010) Analisa Pengaruh Hubungan Internal Marketing Terhadap Sikap dan Tingkah Laku Salesperson dalam Lingkungan Perhotelan. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

With the condition that higher competition between companies, each company raced each other to expand the market. Expectations of the market as a direct extension is to increace sales. But there are something that should be understood by the company as a manufacturer. Expecially about whether or not a consumer likes the goods or services on offer or the underlying reasons can be viewed in high or low customer complaints. The objective of this study is to examine internal marketing relationships and their influence on salesperson attitudes and behaviors in the hospitality environment as a moderating variable. This study population is an employees working in four star hotel in the city of batam. Sample in this study are due to employees personnel working in hotels environment that is Pasific place Hotel, Novotel, Planet holiday, Panorama, Harmoni. Method of sample using non probability sampling with purposive sampling technique. Data collection methods used is a questionnaire survey methods which are distributed to the respondents directly and ask respondents to answer question in the questionnaire provided. Research results showed that the level of customer complaints was found to moderate negatively the relationship between organizational support and commitment to customer service, while having a positive moderating effect on the relationship between supervisory support and commitment to customer service. The interaction between customer complaints and both the organizational support, job motivation and organizational support, salesperson commitment to customer service relationship were insignificant. Keywords: Customer Complaints; Internal Marketing; Service Quality

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