Articles

The Influence of Price and Brand Quality on Market Orientation is mediated by Social Media Marketing

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This research analyzes the factors that influence market orientation in the retail industry, especially supermarkets in Batam City. People tend to want convenience and comfort in shopping, leading to a preference for supermarkets that are clean and modern and provide a variety of products. Batam, as a strategic industrial city, has tight retail competition with the development of minimarkets such as Indomaret and Alfamart. The research used a quantitative method with a questionnaire distributed to 266 respondents, measuring variables such as price, brand loyalty, product quality, service quality, stock, social media marketing, and market orientation. The research results show that price and stock have a significant influence on market orientation, while brand loyalty, service quality and social media marketing have varying influences. Product quality has a significant effect on social media marketing, but social media marketing is not significant on market orientation. The limitation of this research lies in the limited variable focus. It is recommended that further research add variables such as customer satisfaction, purchase intention, and consumer decision to expand understanding of the factors that influence market orientation.

Efforts to Enhance Service Quality: The Roles of Innovation Capability and Service Recovery

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This research aims to discuss the service quality issue at 4-star hotels in Medan. Next, build a model on how to enhance service quality.  A sample of 560 guests was taken by random proportional from each hotel. Structural equation models with the lisrel software supported. Market orientation influences innovation capability and service quality. Value co-creation influences innovation capability, service recovery, and service quality. Innovation capability influences service recovery. Innovation capability mediation can increase the influence of market orientation on service recovery. Service recovery affects service quality. Integration between functions in hotels, especially information dissemination in formulating policies to increase innovation capabilities, is important to pay attention to. It is important to develop a risk-taking attitude to improve service recovery. Recovery strategies are important to pay attention to in efforts to improve service quality. The role of market orientation needs to be followed by innovation capability to improve service recovery.