ANALYSIS OF HOTEL’S CRISIS MANAGEMENT
IMPLEMENTATION – THE ROLE OF MARKETING AND PUBLIC RELATION: A CASE STUDY OF ATRIA HOTEL SERPONG
By
Fikri Hanif Maulana 11503065
BACHELOR’S DEGREE in
BUSINESS ADMINISTRATION – BUSINESS ADMINISTRATION AND MARKETING CONCENTRATION
FACULTY OF BUSINESS AND COMMUNICATION
Revision after Thesis Defense on 6th July 2020
SWISS GERMAN UNIVERSITY The Prominence Tower
Jalan Jalur Sutera Barat No. 15, Alam Sutera South Tangerang, Banten 15143 – Indonesia
2020
ANALYSIS OF HOTEL’S CRISIS MANAGEMENT IMPLEMENTATION –
THE ROLE OF MARKETING AND PUBLIC RELATIONS : A CASE STUDY OF ATRIA HOTEL SERPONG
Fikri Hanif Maulana Page 2 of 63
STATEMENT BY THE AUTHOR
I hereby declare that this submission is my own work and to the best of my knowledge, it contains no material previously published or written by another person, nor material which to a substantial extent has been accepted for the award of any other degree or diploma at any educational institution, except where due acknowledgement is made in the thesis.
Fikri Hanif Maulana
__________________________________________
Student
Approved by:
Dr. Nila K. Hidayat S.E, M.M
__________________________________________
Thesis Advisor
Dr. Nila K. Hidayat S.E, M.M
__________________________________________
Dean
ANALYSIS OF HOTEL’S CRISIS MANAGEMENT IMPLEMENTATION –
THE ROLE OF MARKETING AND PUBLIC RELATIONS : A CASE STUDY OF ATRIA HOTEL SERPONG
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DEDICATION
I dedicate this work for Allah S.W.T , my beloved family especially my parents who always give there endless support and patience in any conditions for whatever reasons, and to all my Advisors and teacher who were always support and guide me to keep me learning from all my mistakes and also to encourage me
to finish the study.
ANALYSIS OF HOTEL’S CRISIS MANAGEMENT IMPLEMENTATION –
THE ROLE OF MARKETING AND PUBLIC RELATIONS : A CASE STUDY OF ATRIA HOTEL SERPONG
Fikri Hanif Maulana Page 4 of 63
ACKNOWLEDGEMENTS
First of all, I would like to express my sincere gratitude to Allah SWT, for giving me all the best thing I could possibly get in my life.
I would also like to show my biggest appreciation of my thesis to my Father Hikmatullah and my beloved Mother Noer Khoeriyah who always encourage me to always support me to finish the study and also my special appreciation is to my advisor Miss Nila kresnawati Hidayat S.E, M.M for all encouragement, critics, guidance, motivation, and life lesson during developing this thesis and never tired to taught me who is a slow learner student and I would like also to thank you for your time, attention and support up to completing this thesis. and also I would like t say thank you to all my previous advisory Mr. Mochamad Riyadh Rizky Adam and Mr. Fiter Abadi M.B.A and all lectures who taught me to become a person today.
thank you for the constructive advice and support to all my good friends who always accompany me through fun and hard time at the Uni and also thanks to Carolina Dahlia who trust and support me to do the thesis and also to my good friend since my first semester Jessica Hadady who always help me at the college to be able to do all tasks given by the lectures. and also thank you to all my family in Cilegon My Grandparents, cousins and everyone who always there to support me with unconditional love, continuous pray, support, understanding not only for accomplishing this thesis but also. I would also like to thank my sisters Adinda Azzahra and Khansa Maulidia Hikmah for being a supportive siblings.
Last but not least, thank you to International Business Administration classmates that has been through the same pain and joy, you all make me happy and also Swiss German University fellow students who have also supported me, thank you for all the support.
ANALYSIS OF HOTEL’S CRISIS MANAGEMENT IMPLEMENTATION –
THE ROLE OF MARKETING AND PUBLIC RELATIONS : A CASE STUDY OF ATRIA HOTEL SERPONG
Fikri Hanif Maulana Page 5 of 63
Table of Contents
Table of Contents
... 1
STATEMENT BY THE AUTHOR ... 2
DEDICATION... 3
ACKNOWLEDGEMENTS ... 4
CHAPTER 1 - INTRODUCTION ... 7
1.1 Background ... 7
1.2 Research Problem... 13
1.3 Research Question ... 13
1.4 Research Objectives ... 13
1.5 Significance of Study ... 14
1.6 Scope and limitation ... 14
Chapter 2 LITERATURE REVIEW... 15
2.1 Frame work thinking... 15
2.2 Crisis Management in the hotel ... 16
2.3 Mitigation Crisis Management Hotel ... 17
2.4 The Role of Hotel Marketing & Public Relation in Crisis Management... 18
2.5 Previous study ... 20
2.6 Differences with previous stud ... 22
Chapter 3 RESULT METHOD... 23
3.2 Population & Sample Planning ... 24
3.2.1 Population Ta rget... 24
3.2.2 Sa mp ling Method in Qualitative ... 25
3.3 Data Collection Method ... 26
3.4 Type of Data ... 26
3.5 Time Frame of a Study and Location ... 27
3.6 Data Analysis for Qualitative Study... 27
3.6.2 Research Process... 27
Chapter 4 RESULT AND DISUCSSION... 29
4.1 Brief Profile of Atria Hotel Serpong ... 29
4.2 Data preparation and Reduction ... 32
4.3 Focus Group Discussion Method ... 33
4.3.1 Respondent Profiles ... 34
4.3.2 FGD Questions & Answers... 34
ANALYSIS OF HOTEL’S CRISIS MANAGEMENT IMPLEMENTATION –
THE ROLE OF MARKETING AND PUBLIC RELATIONS : A CASE STUDY OF ATRIA HOTEL SERPONG
Fikri Hanif Maulana Page 6 of 63
4.3.3 Focus Group Discussion summa ry ... 38
4.4 In- depth Interview ... 39
4.4.1 In -depth Interview Questions & Answers ... 40
4.7 Triangulated Analysis... 45
Chapter 5 CONCLUSION AND RECCOMENDATION ... 46
5.1 Conclusion ... 46
5.2 Recommendation ... 48
References :... 49
Appendix... 55
Curriculu m Vitae ...Error! Bookmark not defined. Focus Group discussion ... 55
FGD and In depth Interview p ractices findings ... 59
