PENGARUH SERVICESCAPE DAN SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DI PLATINUM GRILL RESTAURANT SURABAYA

Sendy Hartanto(1*), Anthony Steven Pranata(2), Marcus Remiasa(3),


(1) 
(2) 
(3) 
(*) Corresponding Author

Abstract


Abstrak
Restoran Platinum Grill Surabaya merupakan salah satu restoran fine dining
terpopuler di Surabaya. Oleh sebab itu, semua indikator servicescape dan service
quality harus dikontrol dan ditingkatkan secara cepat dan tepat. Penelitian ini
dimaksudkan untuk mengetahui sejauh mana servicescape dan service quality
berpengaruh terhadap customer satisfaction .Penelitian menggunakan metode
kuantitatif dan analisis regresi linear berganda dengan 115 responden yang sudah
pernah makan di restoran selama 6 bulan pada restoran Platinum Grill Surabaya.
Dari hasil penelitian diketahui bahwa servicescape berpengaruh positif dan
signifikan terhadap customer satisfaction, sedangkan service quality berpengaruh
positif dan tidak signifikan terhadap customer satisfaction.
Kata Kunci: Servicescape , Service Quality , Customer Satisfaction
Abstract
Platinum Grill Restaurant Surabaya is one of the most fine dining restaurant in
Surabaya. Therefore, all indicator servicescape and service quality must be
controlled and improved accurately and quickly. This research is intended to find
out how far servicescape and service quality have effect to customer
satisfaction.This research use quantitative method and analyze multiple linear
regression with 115 respondent who have eaten at Platinum Grill restaurant for the
past 6 months. From the result of this research note that servicescape have
positive effect and significant to customer satisfaction, while service quality have
positive effect and not significant to customer satisfaction.
Keywords : Servicescape , Service Quality , Customer Satisfaction.


Full Text:

PDF

References


Shasikala, R. &. (2013). A Study on Consumer perception of Servisescape in

Shopping Malls. Vishwakarma Business Review , 68-75.

Lin, I. Y. (2009). Restaurant servisescape, service encounter, and perceived

congryency on customers emotions and satisfaction. Journal of Hospitality

Marketing & management , 819-841.

Kearney, T., Coughlan, J., Kennedy, A. (2012). An Exploration of the Effect of

the Servicescape on Customer and Employee Responses in a Grocery Retail

Context. Irish Journal of Management.

Ha, T.N., Minh, H.N., Anh, C.P., Matsui., Y. (2015). The Relationship between

Service and Customer Loyalty in Speciality Supermarket: Empirical

Evidence in Vietnam. International Journal of Business and Economics

Research. Vol 3-5

Gregoire, B.M. (2010). Foodservice Organizations. United States: Prantice Hall

Bitner, M. (2016). Servisescape. Journal of Marketing. American Marketing

Association,5(2),52-71 .

Sugiyono. (2009). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung:

Alfabeta.


Refbacks

  • There are currently no refbacks.