Pengaruh Suasana Toko Terhadap Kepuasan Pelanggan
Main Article Content
Abstract
Store atmosphere is a condition in a store that is formed by the tangible and intangible components, which can influence consumer behavior, such as customer satisfaction. Customer satisfaction is the level of one's feelings after comparing the performance or perceived value with expectations. This study used a quantitative method, such questionnaires which distributed to 142 respondents and also the observations results. In addition, this study uses three types of analysis to achieving the objectives, namely descriptive analysis, correlation analysis and linear regression analysis. Meanwhile, the results of this study indicate that store atmosphere good categories with a mean value of 3.72 and customer satisfaction at high category with a mean value of 4.09. In addition, the coefficient of determination test indicates that the effect of store atmosphere contributes 27.7%to customer satisfaction and the other of 72.3% is the contribution of the influence from the other variables which not examined in this study. Based on test results obtained linear regression equation such Y = 26.711 + 0,367X. This is show that if there is additional to the store atmosphere, the customer satisfaction will be increased by 0,367. And the results of hypothesis testing indicate that there are significant influences between store atmosphere and customer satisfaction at theToko Buku Togamas Branch Supratman 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).