Pengaruh Servicescape Terhadap Kualitas Pelayanan
Article Sidebar
Main Article Content
Abstract
Each company must strive to provide the best service to its customers to win the competition, thus the quality of service becomes one important. To provide good quality services to customers, the physical environment interaction between the company and the customer called with servicescape becomes a consideration. Servicescape dimensions that are measured in this study are aesthetic facilities, lighting, ambiance, layout, equipment, and employees, while for the service quality dimensions that are used in this study are tangible, reliability, responsiveness, assurance and empathy. The purpose of this study is to reveal the influence servicescape on service quality Dana Pensiun Telkom Bandung City. 125 questionnaires distributed, but the data can be taken as many as 116. The data analysis is done is descriptive analysis, regression, and hypothesis testing. Based on the research that has been done, there is a positive influence of servicescape on quality service Dana Pensiun Telkom Bandung.
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
Fitzsmmons, J. A., & J. Fitzsmmons, M. (2011). Service Management: Operations, Strategy, Information Technology. New York: McGraw-Hill.
Hurriyati, R. (2010). Bauran Pemasaran dan Loyalitas Konsumen. Bandung: Alfabeta.
McDonnell, A., & Michael, H. C. (2008). A Framework of Evaluation of Winery Servicescape: A New Zealand Case Vol. 6 No. 2. Dipetik Aprl 04, 2016, dari Pasosonline: http://www.pasosonline.org.
Musriha. (2011). Pengaruh Servicescape dan Kualitas Komunikasi Karyawan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Bank Mandiri di Surabaya. Dipetik Februari 24, 2016, dari Jurnal STIESIA: http://jurnal.stiesia.ac.id.
Prabha Ramseook, M., & Soolakshna, D. L.-B. (2010). Service Quality in Public Service Vol. 3 No. 1. Dipetik Aprl 20, 2016, dari http://www.observgo.uquebec.
Ryu, & Jang, S. (2007). The Effect of Environmental Perception on Behavioral Intention Through Emotion: The Case of Upscale Restaurant. Journal of Hospital and Tourism Research, Vol. 31 No. 1.
Sekaran, U. (2006). Metode Penelitian untuk Bisnis. Jakarta: Jayakarsa.
Shahin, A., & Samea, M. (2010). Developing the Models of Service Quality Gaps: A Critical Discussion Vol. 1 No. 1. Dipetik Aprl 11, 2016, dari http://macrothink.org.
Sugiyono. (2005). Statistik Untuk Penelitian. Bandung: Alfabeta.
Sugiyono. (2010). Metode Penelitian Bisnis. Bandung: Alfabeta.
Sugiyono. (2012). Metode Penelitian Kombinasi. Bandung: Alfabeta.
Sugiyono. (2013). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
Tjiptono, F. (2011). Pemasaran Jasa. Malang: Bayumedia.
Yousapronpaiboon, K. (2014). Measuring Higher Education Service Quality in Thailand. Dipetik Aprl 25, 2016, dari http://www.sciencedirect.com.