The Influence Of Servicescape On Customer Satisfaction (Study on Monopoly café and resto in Jl. Merbabu No 21, Malang)

Dewi, Rizmia (2015) The Influence Of Servicescape On Customer Satisfaction (Study on Monopoly café and resto in Jl. Merbabu No 21, Malang). Sarjana thesis, Universitas Brawijaya.

Abstract

Penelitian ini bertujuan untuk menguji pengaruh servicescape pada kepuasan pelanggan, sebuah studi tentang Monopoli Café dan Resto Jl. Merbabu no 21, malang. Jenis penelitian ini adalah penelitian penjelasan, sesuai dengan tujuan untuk menggambarkan hubungan kasual di antara variabel meskipun pengujian hipotesis. Dalam penelitian ini menggunakan 120 sampel, sampel dan populasi adalah pelanggan Monopoly Café dan Resto. Dalam penelitian ini, metode pengumpulan data dilakukan melalui distribusi kuesioner. Teknik pengambilan sampel menggunakan purposive sampling. Metode pengujian dalam penelitian ini menggunakan uji validitas, uji reabilitas dan uji asumsi klasik. Metode analisis dalam penelitian ini adalah analisis regresi berganda dan pengujian hipotesis yang digunakan uji t, uji F, dan uji dominan dengan program SPSS untuk Windows 16.0. Hasil penelitian ini menunjukkan bahwa dengan secara parsial analisis digunakan uji t dapat disimpulkan bahwa konditon ambien, ruang dan funtional, tanda, simbol, dan artefak memiliki pengaruh signifikan terhadap kepuasan pelanggan. Selanjutnya, analisis simultan menggunakan tes F dapat disimpulkan bahwa variabel konditon ambient, ruang dan funtional, tanda, simbol, dan artefak bersama-sama memiliki pengaruh signifikan terhadap kepuasan pelanggan. Tes dominan menunjukkan bahwa ruang dan secara fungsional adalah efek dominan pada kepuasan pelanggan. Fakta baru dalam penelitian ini menunjukkan bahwa responden cukup menyetujui kondisi sekitar, ruang dan fungsional, tanda, simbol dan artefak pada monopoli kafe dan resto cukup baik dan dapat memengaruhi pelanggan untuk puas dengan monopoli kafe dan resto

English Abstract

This research aims to examine the influence of servicescape on customer satisfaction, a study on Monopoly café and resto Jl. Merbabu No 21, Malang. The type of this research is explanatory research, in accordance with purpose to describe the casual relationship among variables though hypothesis testing. In this research used 120 samples, the sample and population were the customer of Monopoly café and resto. In this research, the data collection method is conducted through questionnaire distribution. The sampling technique used purposive sampling. Testing method in this research used Validity Test, Reability test and Classical Assumption Test. Analysis method in this research are multiple regression analysis and hypothesis testing used T test, F test, and dominant test with program SPSS for windows 16.0. The result of this research showed that by partially analysis used T test can be concluded that Ambient Conditons, Space and Funtionally, Signs, Symbols, and Artifacts has significant effect on Customer Satisfaction. Further, the simultaneous analysis used F test can be concluded that variables Ambient Conditons, Space and Funtionally, Signs, Symbols, and Artifacts together have significant effect on Customer Satisfaction. The dominant test showed that Space and Functionally is the dominant effect on Customer Satisfaction. The new fact in this research showed that respondent quite agreed of Ambient Conditions, Space and Functionally, Signs, Symbols and Artifact on Monopoly cafe and resto is quite good and it can influence customer to be satisfied to Monopoly cafe and resto

Item Type:	Thesis (Sarjana)
Identification Number:	SKR/FE/2015/699/051508533
Subjects:	600 Technology (Applied sciences) > 658 General management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	Budi Wahyono Wahyono
Date Deposited:	23 Nov 2015 13:27
Last Modified:	27 Oct 2021 10:21
URI:	http://repository.ub.ac.id/id/eprint/108322

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