Pengaruh Servicescape Dan Kualitas Layanan Terhadap Kepuasan Konsumen Pada Rumah Makan Tepian Pandan Di Tenggarong


  • Widya Hana Fahleti Sekolah Tinggi Ilmu Ekonomi




Customer satisfaction has become a very important issue, and many companies invest resources on consumers and continually strive to find information on how to improve customer satisfaction. One way to do manager in defending consumers and attract new customers by using servicescape theory and coupled with quality service Employers use the service environment as a way to demonstrate the qualities of its business, with the aim to make customers feel satisfied with the quality and service provided to consumers. The object of this research was conducted at the edges Spot Pandan Tenggarong. This study aims to identify and analyze the influence servicescape influence on consumer satisfaction and quality of service for customer satisfaction at Rumah Makan Tepian Pandan Tenggarong  Sample research data amounted to 80 people were taken randomly with traffic levels more than once. Data were analyzed with the help of SmartPLS application to determine the relationship of each partial latent variables. The findings indicate that the hypothesis is rejected servicescape no significant effect on customer satisfaction, and the second hypothesis is accepted, the quality of service significantly influence customer satisfaction

Keywords : servicescape, service quality and customer satisfaction


Download data is not yet available.


Andersson, P. K. (2010). Changing the servicescape The influence of Music and Self-disclosure on Approach-avoidance Behavio. pdf

Bitner, M.J. (1992). Servicescapes: The Impact of Physical Surrounding On Customers and Employees. The Journal of Marketing, Vol. 56, No. 2.

Bowen, J. T., & Chen, S. L. (2001).The Relationship between Customer Loyalty and Customer Satisfaction The Example of CJCU Library International Jounal of Contemporary Hospitality Management, 213-217. Http:/Www.Tarupublications.Com/Journals/Jios/Full-Text/Jios-27-1-2006/Jios134.Pdf

Ghozali, Imam. (2011). Structural Equotation Modeling - Metode Altematif Dengan Partial Least Square. Semarang Universitas Diponegoro

Lovelock, C. H., Lauren K. Wright (2005). Manajemen Pemasaran Jasa Edisi Bahasa Indonesia. Jakarta PT. Indeks Kelompok Gramedia

Malik, Ullah, S. (2012). Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value.International Journal of Marketing Studies Vol. 4, No.

Munawar M. Khan. (2014). Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector. Pakistan Journal of Commerce and Social Sciences Vol. 8 (2)

Musriha. (2012). Effect Of Servicescape And Employee Communication Quality On Customer Loyalty Of Mandiri Bank In Surabaya Academic Research International Vol. 2,

Mohsan, Faizan., (2011). Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science Vol. 2 No. 16; September 2011

Raza, Kiran. (2015). Impact Of Servicescape On Customer Satisfaction International Journal of Economics, Business and Social Sciences




How to Cite

Fahleti, W. H. (2022). Pengaruh Servicescape Dan Kualitas Layanan Terhadap Kepuasan Konsumen Pada Rumah Makan Tepian Pandan Di Tenggarong. Jurnal Ekonomi &Amp; Manajemen Indonesia, 18(2).