Servicescape: Understanding how Physical Dimensions Influence Exhibitors Satisfaction in Convention Centre

Rashid, Norhidayah Mohd; Ma’amor, Hairunnisa; Ariffin, Norafifa Mohd; Achim, Nur`ain

doi:10.1016/j.sbspro.2015.11.167

Cited by 15 publications

(11 citation statements)

References 23 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Layout can also be defined as the organisation of equipment (Turley & Milliman, 2000). Harris and Ezeh (2008) define design condition as the overall functional appearance which includes allocation of space, placement of information, message and photo, and is consistent with the studies of Mari and Poggesi (2013) and Rashid, Ma'amor, Ariffin, and Achim (2015).…”

Section: Literature Reviewmentioning

confidence: 86%

Conceptualising And Measuring Public Hospital Servicescape

Lai¹

2018

The European Proceedings of Social and Behavioural Sciences

View full text Add to dashboard Cite

It is acknowledged that servicescape influences behaviour responses in the multiple studies. However, servicescape that is apparent to patients in public hospitals, remains elusive. This paper investigates public patients' perception of servicescape in three major cities in Malaysia. The study employs a two-level analysis, 1) EFA to explore possible servicescape factors, and 2) CFA to validate servicescape factors.Seven servicescape factors were observed in the hospital setting. The study attested the dimensionality through 95% boosted-corrected intervals and compared chi-square of the seven-factor model with alternative models. Patients perceived Cleanliness, Noise Control and Lighting as important servicescape factors, because they represented the ideal ambient condition in the hospital setting. Facilities and Entrance reflected the layout design condition of the physical environment that suited public patients. Sign & Label and Directional Guide could help patients to find and reach their targeted location. Significant differences are found and supported the multi-dimensionality of servicescape, suggesting that each of the seven factors is distinctive yet they can be best characterised as the collective factors that represent servicescape in a hospital setting.

show abstract

Section: Literature Reviewmentioning

confidence: 86%

Conceptualising And Measuring Public Hospital Servicescape

Lai¹

2018

The European Proceedings of Social and Behavioural Sciences

View full text Add to dashboard Cite

show abstract

“…Fitzsimmons et al, ( 2014 mendefinisikan servicescape sebagai lingkungan layanan yang dapat memepengaruhi perilaku pelanggan terhadap lingkungan layanan seperti kualitas yang dirasakan seperti rasa puas, senang, dan nyaman. Servicescape juga dapat diartikan sebagai penyamapaian bentuk jasa yang divisualisasikan kedalam bentuk lingkungan layanan dan dapat berinteraksi dengan pelanggan (Rashid et al, 2015) Kepuasan Pelanggan Kepuasan Pelanggan dapat diartikan sebagai perasaan yang muncul yang dirasakan pihak yang akan membeli atau menikmati layanan yang akan diberikan oleh pemasok atau penyedia (Roz, 2019). Seseorang yang akan menjadi pelanggan tentulah akan melakukan interaksi dengan dengan penyedia layanan.…”

Section: Servicescape (Lingkungan Layanan)unclassified

“…Kondisi lingkungan layanan yang baik dan sesuai dengan persepsi pelanggan menimbulkan kepuasan dari sisi pelanggan. Penelitian Rashid et al, (2015) mejelaskan pengaruh servicescape terhadap kepuasan pelanggan, hasilnya kondisi sekitar, tata ruang / fungsi, dan tanda, simbol, artefak mempengaruhi kepuasan pelanggan. Rijae, Zaki Muafa, (2018) menemukan hal yang serupa bahwa kondisi sekitar, tata ruang dan fungsi serta tanda, simbol, dan artefak berpengaruh positif signifikan terhadap kepuasan pelanggan.…”

Section: Keterkaitan Servicesacpe Dan Kepuasan Pelangganunclassified

Peran Kepuasan Pelanggan dalam Memediasi Pengaruh Servicescape terhadap

Roz

2021

JBM UNMERMLG

View full text Add to dashboard Cite

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.

show abstract

“…Bitner in Rashid, et al (2015) stated that servicescape refer to build environtment or man-made physical surrounding that opposed to the natural (social environtment). Ballantine, et al (2010) stated that designed shopping environment with specific purposes such as creating emotional of the customer would make purchase decision.…”

Section: Servicescapementioning

confidence: 99%

“…The physical dimension, according to research of Zeithaml in Rashid, et al (2015), is a tangible cues that associated with service quality including all aspect of the services provider physical facilities exterior, interior, and other tangible factors. The dimensions of servicescape according to research of Rashid, et al (2015) are (1) ambient condition; (2) functionality; (3) Explicit cues; and (4) implicit cues.…”

Section: Servicescapementioning

confidence: 99%

Servicescape and Group References in Determining Hedonic Value and Its Implication on Impulsive Buying

Nugraha¹,

Abdullah

2020

AMBR

View full text Add to dashboard Cite

Consumer decision in purchasing product generally depend on his/her needs. The impulsive buying as the purchasing activity, in contrast, was based on the emotional encouragement. In the other hand, customer got pleasant experiences after purchasing that product spontaneously. That is a hedonic value which is customer circumstances encouraging buying decision. This study objectives were to know whether the servicescape and reference group could be determinant factors of hedonic value and impulsive buying activity in Plaza Asia Tasikmalaya. This study was quantitative research, a statistical datas based, with survey method approach. The data collected was by fulfiling questionnaire by respondent with convenience sampling technique. This sampling technique is a type of no-probability sampling method which the sample method is taken from a group of people easy to contact or reach. The literature studies also applied to enrich the explanation of the variables analyzed. The sample size was 300 visitors of Plaza Asia Tasikmalaya. The sample size was counted by 15 times of the number of observed variables. Then, the data was analyzed directly and indirectly using the Structural Equation Modeling (SEM) technique. This analysis technique was many advantages, were analyzing not only the latent variables but also its observed variables. The analysis was including normality testing, goodness of fit analysis. The result indicated that the determinant factors of hedonic value included servicescape and reference group were affected it signicifantly and had implication on impulse buying. Thus, the hedonic value of consumer in buying product in Plazaz Asia was affected partially and simultaniously by servicescape and reference group.

show abstract

Servicescape: Understanding how Physical Dimensions Influence Exhibitors Satisfaction in Convention Centre

Cited by 15 publications

References 23 publications

Conceptualising And Measuring Public Hospital Servicescape

Conceptualising And Measuring Public Hospital Servicescape

Peran Kepuasan Pelanggan dalam Memediasi Pengaruh Servicescape terhadap

Servicescape and Group References in Determining Hedonic Value and Its Implication on Impulsive Buying

Contact Info

Product

Resources

About