Peran Servicescape Terhadap Peningkatan Loyalitas Pelanggan (Kajian Empiris terhadap Pelanggan Yumaju Coffee)
Article Sidebar
Main Article Content
Abstract
The purpose of this study was to identify the servicescape that has been built by Yumaju Coffee and the level of customers’ loyalty, and also to reveal how big the role of servicescape is in increasing customers’ loyalty. The research method used is quantitative methods, the sampling technique uses non-probability sampling with a purposive sampling approach of 100 respondents. The data was collected through a questionnaire using a Likert scale. The data were processed using SPSS, and using descriptive analysis, correlation analysis, simple regression analysis, and analysis of the coefficient of determination, and hypothesis testing. The results of this study indicate that the servicescape built by Yumaju Coffee is categorized as good and the level of customers’ loyalty is also high, and servicescape has a significant role in increasing customer loyalty by 31.8%.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
a. Authors retain copyright and grant the journal right of first publication, with the work after publication simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
b. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
c. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
References
Darviansyah, Ivan. (2016). Kualitas Komunikasi Personal dan Servicescape Pengaruhnya terhadap Loyalitas Pelanggan Menggunakan Jasa Transportasi Bus Damri. Artikel.FE Universitas Komputer Indonesia. Bandung.
Demoulina, N & Willemsb, K. (2019). Servicescape Irritants and Customer Satifaction: The Moderating role of Shopping motives and Involvement. Journal of Business Reseach, Vol.104, November 2019, pages 295 – 306.
Dinas Koperasi, UKM, Perindustrian Perdagangan Kota Bandung. (2018). Rencana Strategis Dinas Koperasi, UKM, Perindustrian dan Perdagangan Kota Bandung Tahun 2010 - 2018. Bandung: Diskukm dan Perindag.
Fitzsimmons, J.A. & Fitzsimmons, M, J. (2011). Service Management:Operation, Strategy, Information Technology, 7th Edition.The McGraw-Hill: International Edition.
Hair, J.F. et al. (2010). Multivaiate Data Analysis (7th Edition). New York: Prentice Hall International, Inc.
Halim, A & Matondang, A.R & Lubis, A.N. (2019). The Effect of Merchandise and Serviscape on Customer Loyalty Through Customer Satisfaction at PT Gloria Jaya Sejahtera Medan. IOSR Journal of Business and Management (IOSR-JBM) Vol. 21, Issue 4, Ser.III (April 2019) page 69 – 81.
Hanaysha, J. (2016). The Importance of Social Media Advertisements In Enhancing Brand Equity: A Study on Fast Food Restaurant Industry in Malaysia. International Journal of Innovation, Management And Technology, Vol.7, No. 2, 46-51.
Hightower, R.Jr & Shariat, M. (2009). Servicescape Hierachial Faktor Structure Model. Global Review of Business and Economic Research, 5(2),375-398.
Juliana & Nouval, T. (2020). Pengaruh Servicescape terhadap Loyalitas Konsumen di Restoran Chakra The Breeze Bumi Serpong Damai. Jurnal Ecodemica, Vol 4, No.1, April 2020.
Kaihatu, T.S. (2007). Pengaruh Servicescape dan Perilaku Peran Ekstra Karyawan serta Kualitas Komunikasi Karyawan terhadap Kepuasan dan Loyalitas Pelanggan Hotel Bintang Empat dan Lima di Bali. Repositori, Universitas Airlangga.
Kotler, P & Keller, K.L. (2012).Manajemen Pemasaran Perspektif Asia. Buku Pertama. Andy Yogyakarta.
Lee, S.Y & Kim, J.H. (2014). Effect of Servicescape on Perceived Service Quality, Satisfaction and Behavioral Outcomes in Public Service Facilities. Journal of Asian Architerture and Building Engineering.
Liua, S.Q & Bogicevicb, V & Mattila, A.S. (2018). Circular vs Angular Servicescape: ”Shaping”customer response to fast service encounter pace. Journal of Business Reseach, Vol. 89, August 2018, pages 47 – 56.
Lovelock, C & Wirtz, J. (2011). Sevices Marketing: People, Technology, Stategy, 7th Edition, Prentice Hall.
Lunardo, R & Roux, D & Chaney, D. (2016). The Evoking Power of Servicescapes: Consumers’ Inferences of Manipulativ Intent Following Service Environment-Driven Evocations. Journal of Business Reseach, Vol. 69, Issue12, Desember 2016, pages 6097 – 6105.
Maeng , H & Park, J. (2015). A Study on the Effect of Physical Environment in an Airplan on Customer Loyalty. Journal of Airline and Airport Manajemen.2015-5(2), 81-100.
Oktafani, F & Suryawardani, B & Riezkya, A.D. (2016).Groundzero’s Café Bandung Customer Satisfication Influence on Servicescape. BANDUNG CREATIVE MOVEMENT 2016. |Multidisciplinary Design: Harmonizing design in today’s society, technology and business.Telkom University.
Ongkohadi Y.H. (2014). Perancangan Interior Magnum Kafe di Surabaya) Program Studi Desain Interior. Universitas Kristen Petra. Vol 2, No.2, hal 421-425.
Pratama,M.K & Setyorini, R. (2015). Pengaruh Servicescape terhadap Kepuasan Konsumen Kafe Roti Gempol dan Kopi Anjis Cabang Jalan Bengawan Bandung. e-Proceeding of Management, Vol. 2, No. 1 April 2015, page 749.
Putri, E.N & Sunarti & Pangestuti,E. (2018). Pengaruh Servicescape terhadap Kepuasan dan Loyalitas Pelanggan, (Survei pada Pelanggan Toko Oen Malang). Jurnal Administrasi Bisnis (JAB) Vol. 62 No. 1 September 2018 administrasibisnis.studentjournal.ub.ac.id 63.
Rahman, R.A. & Kusuma, H.E. (2014). Definisi Kebetahan Dalam Ranah Arsiterktur danLingkungan Perilaku. Prosiding Temu Ilmiah IPLBI 2014. Program Studi Teknik Arsitektur. Palembang: Universitas Sriwijaya.
Shashikala, R & Suresh, A. (2013). Building Consumer Loyalty Through Sevicescape in Shopping Malls.IOSR Journal of Business and Management (IOSR-JBM), Vol.10, Issue 6 (May-Juni 2013), pages 11 – 17.
Srivasta, M & Rai, A.K. (2018). Mechanics of Engendering Customer Loyalty: A Conceptual Framework. IIMB Managemnt Review, Vol. 30, Issue 3, September 2018, pages 207 – 218.