THE INFLUENCE OF SERVICE QUALITY AND STORE ATMOSPHERE ON CUSTOMER SATISFACTION

Miswanto Miswanto, Yessi Ria Angelia




Abstract


This research examines the influence of service quality (tangibles, reliability, responsiveness, assurance, and empathy) and store atmosphere on customer satisfaction and the influence of customer satisfaction on repurchase intention, trust, and word of mouth on customers of souvenir stores in Yogyakarta. Selection of the sample is done by using purposive sampling with one criterion: they have shopped in souvenir stores in Yogyakarta. Data are collected by using questionnaires and 200 souvenir store customers participate in this study. The data are analyzed by using Structural Equation Modeling (SEM) with Amos computer program. The findings show that none of service quality’s dimension: tangibles and store atmosphere have positive influences on customer satisfaction.


Keywords


Service quality, dimensions of service quality, custumer satisfiction, store atmosphere.

References


Habib, S. & Aslam, S. (2014). Influence of brand loyalty on customers repurchase intentions of Coca-Cola. European Journal of Business and Management, 6(14), 168–174. [CrossRef]

Hadiati, S. & Ruci, S. (1999). Analisis kinerja kualitas pelayanan terhadap kepuasan pelanggan pada Telkomsel Malang Area. Jurnal Manajemen dan Kewirausahaan, 1(1), 56–64. [CrossRef]

Hamza, V. K. (2013). A Study on the mediation role of customer satisfaction on customer impulse and involvement to word of mouth and repurchase intention. IJBIT, 7(1), 62–66. [CrossRef]

Hossain, M. J. & Islam, M. A. (2012). Understanding perceived service quality and satisfaction. Performance Measurement and Metrics Journal, 13(3), 169–182. [CrossRef]

Hussain, R. & Ali, M. (2015). Effect of store atmosphere on customers purchase intention. International Journal of Marketing Studies, 7(2), 35–43. [CrossRef]

Kitapci, O., Akdogan, C., & Dortyol, I. T. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia-Social and Behavioral Sciences 148, 161–169. [CrossRef]

Kusumowidagdo, A. (2010). Pengaruh desain atmosfer toko terhadap perilaku belanja (studi atas pengaruh gender terhadap respon pengunjung toko). Integritas - Jurnal Manajemen Bisnis, 3(1), 17–32. [CrossRef]

Majid, S., Foo, S., Luyt, B., Zhang, X., Theng, Y.L., Chang, Y., & Mokhtar, I. A. (2011). Adopting evidence based practice in clinical decision making: nurses’ perceptions, knowledge, and barriers. Journal of the Medical Library Association, 99(3), 229–236. [CrossRef]

Masruri, A. (2013). Kualitas layanan terhadap kepuasan pelanggan PT. Tiki Jalur Nugraga Ekakurir (JNE) Surabaya. Jurnal Ilmu & Riset Manajemen, 2(7), 1–22. [CrossRef]

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12–40. [CrossRef]

Puni, A., Okoe, A., & Damnyag, J. B. (2014). A gap analysis of customer perceptions and expectation of service quality amongst mobile telephony companies in Ghana. Journal of Management and Strategy, 5(3), 60–70. [CrossRef]

Putro, S.W., Semuel, H., Karina, R., & Brahmana. (2014). Pengaruh kualitas layanan dan kualitas produk terhadap kepuasan pelanggan dan loyalitas konsumen restoran Happy Garden Surabaya. Jurnal Manajemen Pemasaran, 2(1), 1–9. [CrossRef]

Sabir, R. I., Ghafoor, O., Hafezz, I., Akhtar, N., & Rehman, A. U. (2014). Factors affecting customers satisfaction restaurant industry in Pakistan. International Review of Management and Business Research, 3(2), 869–876. Saeed, I., Niazi, M. A., Arif, M., & Jehan, N. (2011). [CrossRef]

Antecedents of customer satisfaction and its outcomes (a study of Pakistan service sector). Interdisciplinary Journal of Contemporary Research in Business, 3(8), 877–889. [CrossRef]

Siddiqi, K. O. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International Journal of Business and Management, 6(3), 12–36. [CrossRef]

Sriwidodo, U. & Indriastuti R. T. (2010). Pengaruh dimensi kualitas pelayanan jasa terhadap kepuasan nasabah. Jurnal Ekonomi dan Kewirausahaan, 10(2), 164–173. [CrossRef]

Sukma, E. A., Fauzi, A., & Yaningwati, F. (2012). Suasana toko dalam menciptakan emosi dan pengaruhnya terhadap keputusan pembelian (survey pada pengunjung retail Hypermart Malang Town Square Kota Malang). Jurnal Profit, 6(1), 60–87. [CrossRef]

Tunjungsari, S. V., Fauzi, A., & Mawardi, M. K. (2016). Pengaruh store atmosphere (suasana toko) terhadap emosi serta dampaknya pada keputusan pembelian (survei pada pembeli di Ria Djenaka Cafe dan Resto, Kota Batu). Jurnal Administrasi Bisnis (JAB), 30(1), 1–7. [CrossRef]

Xia, W., Jie, Z., Chaolin, G., & Feng, Z. (2009). Examining antecedents and consequences of tourist satisfaction: a structural modeling approach. Tsinghua Science and Technology, 14(3) 397–406. [CrossRef]


Full Text: PDF

The Journal is published by Faculty of Economics, Department of Management - Petra Christian University. It available online supported by Directorate General of Higher Education - Ministry of National Education - Republic of Indonesia.

©All right reserved 2016.Jurnal Manajemen dan Kewirausahaan, ISSN: 1411-1438, e-ISSN: 2338-8234

web stats
View My Stats




Copyright © Research Center Web-Dev Team