Influence Of Servicescape, Customer Satisfaction, WOM, and Social Media to  Consumer Loyalty (study case bali beach)

Situmorang, Syafrizal Helmi

doi:10.2991/ebic-17.2018.62

Cited by 5 publications

(12 citation statements)

References 38 publications

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“…Kepuasan konsumen adalah perasaan yang timbul baik senang ataupun kecewa dari pelanggan setelah melakukan perbandingan antara, kinerja (hasil) yang didapatkan dengan ekspektasinya. (Situmorang, 2018) Beberapa keuntungan yang akan didapatkan juga pelanggan merasa puas diantaranya: hubungan harmonis antara pelanggan dan perusahaan dapat terjalin dengan baik dan baik, menjadi dasar yang cukup baik dan kuat bagi pelanggan untuk melakukan pembelian kembali, mendorong terciptanya pelanggan yang loyal, dan timbulnya kesediaan pelanggan untuk melakukan pembayaran dengan harga yang dianggapnya wajar atas jasa yang sudah diterimanya. (Lin et al, 2017)…”

Section: Teori Kepuasan Pelanggan (Customer Satisfaction)unclassified

Meningkatkan Faktor-Faktor Kepuasan Pelanggan Perusahaan Retail Dengan Nilai Ergo-Ikonik Dan Lingkungan Layanan

Samuel

Kurniawati

Harsasi

2022

JISIP

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The customer is one thing that is very important and must be considered by all companies, including companies engaged in retail. Not a few retail companies close their outlets because customers feel dissatisfied so choose their competitors. Therefore, there is a need for research on the factors that determine customer satisfaction in retail companies. This research will use the Smart-PLS 03 software to determine the factors that affect the service environment, customer satisfaction, and how the relationship between service environment and customer satisfaction. Based on the analysis obtained that tangible, iconic, price, ergo, empathy are variables that have a significant and significant effect. As for the other variables, namely assurance and responsiveness have a positive but not significant effect. While the level of influence with customer satisfaction, price, empathy, and iconic ergo variables have a significant and positive effect both directly and indirectly so that the service environment has a partial mediating effect. On the other hand, for tangible variables, guarantees, responsiveness and have a positive and insignificant effect on direct influence. But when the indirect effect becomes a positive and significant effect. So that the environment has a full mediation in service with customer satisfaction. In closing, the results obtained that the service environment has a positive and significant effect on customer satisfaction.

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Section: Teori Kepuasan Pelanggan (Customer Satisfaction)unclassified

Meningkatkan Faktor-Faktor Kepuasan Pelanggan Perusahaan Retail Dengan Nilai Ergo-Ikonik Dan Lingkungan Layanan

Samuel

Kurniawati

Harsasi

2022

JISIP

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“…Penerapan servicescape dinilai pilihan yang tepat digunakan untuk mendapatkan perhatian calon pelanggan. Servicescape juga dipandang sebagai lingkungan layanan yang diciptakan untuk pelanggan dan pelanggan dan penyedia layanan dapat berinteraksi (Situmorang, 2018). Tujuan dari penerapan servicescape adalah untuk memuaskan pelanggan (Ariani, 2009).…”

Section: Latar Belakangunclassified

“…Hasil temuan lain mengungkapkan hal yang berbeda (Situmorang, 2018) mengungkapkan bahawa implementasi serviscape memberikan pengaruh positif tetapi tidak signifikan terhadap revisit intention. Abuthahir & Krishnapillai, (2018) mengungkapkan hal yang sama bahwa Ambient Conditions tidak berpengaruh terhadap revisit intention sedangkan 2 dimensi lain yang membentuk servicescape yaitu Spatial and Functionality dan Signs, Symbols, and Artifacts berpengaruh positif tetapi tidak signifikan.…”

Section: Latar Belakangunclassified

“…Adapun definisi operasional yang digunakan dalam penelitian ini sebagai berikut : Sevicescape terdiri dari 3 dimensi (Fitzsimmons et al, 2014) : (1) ambient conditions, (2) spatial and functionality, dan (3) signs, symbols, and artifacts. Kepuasan pelanggan (Situmorang, 2018) tediri dari 3 dimensi : (1) value, (2) price, (3) quality, dan Variabel Revisit Intention terdiri dari 4 dimensi (Baker & Crompton, 2000) terdiri dari 4 dimensi : (1) intent to recommend, (2) intent to revisit, (3) intent to purchase, dan (4) intent to positive tale. Penelitian ini menggunakan perangkat lunak Partial Least Square (PLS) untuk menganalisis data.…”

Section: Metode Penelitianunclassified

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Peran Kepuasan Pelanggan dalam Memediasi Pengaruh Servicescape terhadap

Roz

2021

JBM UNMERMLG

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In the current millennial era, guiding business people, especially in the service sector, to provide the best service. This study aims to analyze the effect of servicescape on revisit intention with customer satisfaction as a mediating variabel. Data collection was obtained by distributing questionnaires online. The population in this study were visitors to Roketto cafe Malang with purposive sampling as a sample determination with the criteria of having visited at least once. The sample used in this study were 186 respondents. The research data were analyzed using path analysis techniques with analysis tools using Partial Least Square (PLS). The facts found in this study are servicescape has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on revisit intention, servicescape has a positive and significant effect on revisit intention, and servicescape has a positive and significant effect on revisit intention through customer satisfaction.

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“…On the other hand, dissatisfaction can cause impacts in the reputation of the hotel and to its general aspects (De Guzman et al, 2020) To further familiarize guests to the actual establishments, technology had created the most effective and efficient way to assess the target area, through an online review from reliable sites found on the internet. These sites such as Agoda, TripAdvisor and Expedia are some of the examples of sites that have an honest context of reviews that can aid the questions of each planning guest (Situmorang, 2018). Reliable reviews from the sites are simple tools that could affect the beach hotel's reputation that could branched into two aspects, might be negative review that could affect the overall profit, status of the beach hotel and reduce the probability of return of previous guests and on the other side of the spectrum, positive reviews that could further boost the management's service through a simple recognition (Situmorang, 2018).…”

Section: Introductionmentioning

confidence: 99%

Customer Satisfaction in Matabungkay Beach Hotel, Batangas: Online Reviews From Selected Travel Sites

YEBRON

ROSARIO

UMANDAL

et al. 2022

qjssh

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As tourism industry progress the sectors under it smartly intertwined to come up with a new and innovated form in which one of its results has been evidently making a mark to the market this particularly refers to the “beach hotel”. In line with this, this progressive state happening at present leads us to a more convenient form of knowing the status of the place through an accessible online travel websites basically navigates travellers to accurately identify the information and actual reviews of other guests to the service of the establishment. In this study researchers have used qualitative, sentiment analysis and the concept of SERVQUAL model and through the use of the variables under it such as the assurance, reliability, tangibles, empathy and responsiveness, researchers have specifically identified the section that is need of improvement in which resulted that the main variable that is need of enhancement is Tangible for it obtained the value that has a highest negative reviews and “Empathy” as the lowest assessed for positive reviews in which current proponents have also targeted to improved. This study is to further enhance the management’s idea for the improvement of Matabungkay Beach Hotel in Batangas and suggested various recommendations based from the extracted gaps on each variable to boost the level of customer satisfaction of each guests.

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Influence Of Servicescape, Customer Satisfaction, WOM, and Social Media to Consumer Loyalty (study case bali beach)

Cited by 5 publications

References 38 publications

Meningkatkan Faktor-Faktor Kepuasan Pelanggan Perusahaan Retail Dengan Nilai Ergo-Ikonik Dan Lingkungan Layanan

Meningkatkan Faktor-Faktor Kepuasan Pelanggan Perusahaan Retail Dengan Nilai Ergo-Ikonik Dan Lingkungan Layanan

Peran Kepuasan Pelanggan dalam Memediasi Pengaruh Servicescape terhadap

Customer Satisfaction in Matabungkay Beach Hotel, Batangas: Online Reviews From Selected Travel Sites

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