PENGARUH DIGITAL MARKETING DAN CUSTOMER RELATIONSHIP MARKETING TERHADAP KEPUTUSAN WISATAWAN DENGAN BRAND IMAGE SEBAGAI VARIABEL MEDIASI
DOI:
https://doi.org/10.24034/j25485024.y2022.v6.i2.5205Keywords:
digital marketing, brand image, tourist decision, custumer relationship marketingAbstract
Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh digital marketing dan custumer relationship marketing terhadap pembentukan brand image pada sebuah hotel di Bali, mengetahui dan menganalisis pengaruh brand image terhadap keputusan wisatawan di sebuah hotel di Bali, dan pengaruh digital marketing terhadap keputusan wisatawan di hotel ini, melalui mediasi brand image. Peneliti menggunakan tiga jenis variabel. Uji validitas dilakukan dengan menggunakan program SPSS dan suatu instrumen dikatakan valid jika r ≥ 0,30 dan jika nilainya dibawahnya dianggap tidak valid sehingga dapat dilakukan eliminasi variabel yang dimaksud, sambil menghitung nilai reliabilitas menggunakan nilai Cronbach alpha di atas 0,6. Kesimpulan yang diperoleh adalah digital marketing berpengaruh positif dan signifikan terhadap brand image, digital marketing tidak berpengaruh positif terhadap keputusan wisatawan; Brand image berpengaruh positif dan signifikan terhadap keputusan wisatawan, customer reationship marketing berpengaruh terhadap brand image, dan customer relationship berpengaruh terhadap keputusan wisatawan. Secara tidak langsung digital marketing tidak berpengaruh positif terhadap keputusan wisatawan melalui brand image dimana brand image tidak mampu memediasi hubungan antara digital marketing dan keputusan wisatawan.
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