Effect of verbal communication and nonverbal communication factors on customer satisfaction and revisit intention of hotel users : Applying the heuristic-systematic model

2021 ◽  
Vol 35 (9) ◽  
pp. 149-162
Author(s):  
Song-Moon Choi ◽  
Jin-Soo Han
Jurnal Common ◽  
2018 ◽  
Vol 2 (2) ◽  
Author(s):  
Tina Rakhmatin ◽  
Dian Amilia

Penelitian ini bertujuan untuk mengetahui proses komunikasi interpersonal orang tua kepada anak autis di Kota Bandung. Untuk menjawab dari tujuan penelitian tersebut, peneliti menetapkan sub fokus pada Komunikasi verbal, komunikasi nonverbal, dan faktor penghambat. Penelitian ini menggunakan metode kualitatif dengan studi deskriptif dimana informan yang terlibat dalam penelitian ini berjumlah lima orang yang terdiri dari empat informan kunci sebagai orang tua dan satu informan pendukung psikolog anak sebagai informan pendukung. Hasil penelitian ini menunjukkan bahwa proses komunikasi interpersonal yang dilakukan antara orang tua dengan anak autis tidak seperti melakukan komunikasi dengan anak normal dan sulit untuk melakukan komunikasi agar dapat dipahami oleh anak autis. Komunikasi verbal yang dilakukan dengan autis harus jelas, tegas, singkat dan juga dengan menggunakan metode gambar, serta adanya kata-kata perintah yang diberikan demi kemandirian anak autis. Komunikasi nonverbal dilakukan dengan gerakan-gerakan ketika orang tua memberikan larangan kepada anak dengan menggunakan gerakan jari telunjuk yang mengacung kemudian digoyangkan, mereka akan segera berhenti melakukan hal tersebut dan memahami bahwa hal tersebut dilarang. Faktor penghambat dalam berkomunikasi dengan anak autis yaitu sulitnya melakukan kontak mata, kurangnya respon yang diberikan, kesulitan berbicara yang dialami anak autis, serta gangguan pada bidang sensori. --------------------------------------------------------------------------------- This study aims to determine the parent's interpersonal communication process to autistic children in the city of Bandung. To answer the purpose of the study, the researcher established a sub focus on verbal communication, nonverbal communication, and inhibiting factors. This study uses qualitative methods with descriptive studies where the informants involved in this study amounted to five people consisting of four key informants as parents and one informant supporting child psychologists as supporting informants. The results of this study indicate that the process of interpersonal communication carried out between parents and children with autism is not like communicating with normal children and is difficult to communicate so that it can be understood by children with autism. Verbal communication done with autism must be clear, firm, concise and also by using the image method, as well as the words of the commands given for the independence of autistic children. Nonverbal communication is carried out with movements when parents give a prohibition to children by using the movement of the index finger that is raised and then shaken, they will immediately stop doing that and understand that it is prohibited. Inhibiting factors in communicating with children with autism are difficulty in making eye contact, lack of response given, speech difficulties experienced by autistic children, and disturbances in the sensory field.


2017 ◽  
Vol 2 (2) ◽  
pp. 121-130
Author(s):  
Harimurti Wulanjani ◽  
Derriawan Derriawan

This research was conducted in the Restaurant area of Taman Kencana Bogor Restaurant with a view to determining whether the attribute Experiential Marketing and Food Quality on Customer Satisfaction, which in the end as a determinant Revisit Intention Customers in Region Restaurants Taman Kencana Bogor. The method used is a descriptive quantitative method, samples of this study were 200 respondents as the basic criteria for SEM, all the respondent collected by purposive sampling. These results indicate that the variable Experential Marketing and Food Quality has a positive and significant impact on Customer Satisfaction, as well as variable Experiential Marketing, Food Quality and Customer Satisfaction after testing has a positive and significant effect on the variable Revisit Intention. Keywords: revisit intention, experiential marketing, food quality, customer satisfaction


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