Roziqin, Mohammad Khoirur (2019) Pengaruh Servicescape dan Kualitas Pelayanan terhadap Revisit Intention Melalui Kepuasan Pengunjung Sebagai Variabel Intervening (Survei pada Pengunjung The Bagong Adventure Museum Tubuh Kota Batu). Sarjana thesis, Universitas Brawijaya.
Abstract
Tujuan dari penelititian ini untuk menguji Pengaruh Servicescape dan Kualitas Pelayanan terhadap Revisit Intention Melalui Kepuasan Pengunjung Sebagai Variabel Intervening. Jenis penelitian ini adalah penelitian eksplanatif dengan menggunakan pendekatan kuantitatif. Variabel penelitian ini yaitu Servicescape dan Kualitas Pelayanan sebagai variabel independen, Kepuasan Pengunjung sebagai variabel intervening, dan Revisit Intention sebagai variabel dependen. Populasi dalam penelitian ini adalah pengunjung The Bagong Adventure Museum Tubuh dan sampelnya berjumlah 100 responden berusia minimal 17 tahun yang telah menyelesaikan kunjungan di The Bagong Adventure Museum Tubuh minimal 1 kali. Metode analisis data dengan menggunakan analisis deskriptif dan analisis jalur. Hasil Penelitian menunjukkan bahwa 1) Servicescape berpengaruh signifikan terhadap Kepuasan Pengunjung, 2) Kualitas Pelayanan berpengaruh signifikan terhadap Kepuasan Pengunjung, 3) Servicescape tidak berpengaruh signifikan terhadap Revisit Intention, 4) Kualitas Pelayanan berpengaruh signifikan terhadap Revisit Intention, 5) Kepuasan Pengunjung berpengaruh signifikan terhadap Revisit Intention. Saran yang bisa diberikan dari penelitian ini adalah pelaku bisnis diharapkan memperhitungkan variabel-variabel seperti Servicescape, Kualitas Pelayanan, dan Kepuasan pengunjung untuk memperoleh Revisit Intention. Pada variabel Servicescape terdapat item dengan rata-rata nilai paling rendah yaitu item “latar belakang musik (backsound) di Museum Tubuh terasa menyenangkan”, sehingga disarankan pelaku bisnis untuk mengoptimalkan item tersebut agar bisa mengoptimalkan variabel Servicescape. Peneliti selanjutnya disarankan untuk menambah variabel lain ataupun menggunakan variabel yang sama dalam penelitian tetapi menggunakan teknik analisis yang berbeda serta disarankan juga untuk menggunakan lokasi penelitian yang berbeda untuk lebih memperluas pengujian terhadap teori serta memperluas keseluruhan variabel yang diteliti.
English Abstract
The purpose of this research was to examine the Effect of Servicescape and Service Quality on Revisit Intention Through Visitor Satisfaction as an Intervening Variable. The type of this research was explanative research using a quantitative approach. The variables of this research were Servicescape and Service Quality as independent variables, Visitor Satisfaction as an intervening variable, and Revisit Intention as the dependent variable. The population in this research were visitors to The Bagong Adventure Museum Tubuh and a sample of 100 respondents aged at least 17 years who had completed a visit at The Bagong Adventure Museum Tubuh at least once. Methods of data analysis using descriptive analysis and path analysis. The Results of this research indicated that 1) Servicescape had a significant affect on Visitor Satisfaction, 2) Service Quality had a significant affect on Visitor Satisfaction, 3) Servicescape had no significant affect on Revisit Intention, 4) Service Quality had a significant affect on Revisit Intention, 5) Visitor Satisfaction had a significant affect on Revisit Intention. Suggestions that could be given from this research were that business people were expected to taken into account variables such as Servicescape, Service Quality, and Visitor Satisfaction to obtain Revisit Intention. In Servicescape variables there were items with the lowest average value, namely the item "background music (backsound) in the Museum Body felt good", so business people were advised to optimize these items in order to optimize Servicescape variables. Further researchers were advised to add other variables or used the same variables in the study but used different analysis techniques and it is also recommended to used different research locations to further expand the testing of the theory and expand the overall variables studied.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2019/708/051911189 |
| Uncontrolled Keywords: | Servicescape, Kualitas Pelayanan, Kepuasan Pengunjung, Revisit Intention-Servicescape, Service Quality, Visitor Satisfaction, Revisit Intention |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research > 658.834 Consumer research > 658.834 3 Consumer attitudes, preferences, reactions |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | soegeng sugeng |
| Date Deposited: | 11 Nov 2020 05:07 |
| Last Modified: | 21 Oct 2021 02:59 |
| URI: | http://repository.ub.ac.id/id/eprint/177230 |
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