Servicescape and Service Quality in Creating Customer Loyalty
DOI:
https://doi.org/10.52728/ijjm.v2i4.273Keywords:
Gender, Servicescape, Service Quality, Customer Loyalty, CooperativeAbstract
The development of cooperatives is currently starting to stagnate. This study aims to reveal this research. This research aims to analyze the effect of Servicescape on customer loyalty, the impact of Servicescape on service quality, the impact of service quality on customer loyalty, and the impact of Servicescape on customer loyalty mediated by service quality. This research uses a quantitative method approach. The unit of analysis in this study was all female members of the Padalarang Partnership Village Cooperative in 2016, totaling 125 people consisting of active and passive female members. The population in this study amounted to 125 people and a set precision or a significance level of 0.05, so the sample size in this study was 95 members as respondents. This study was analyzed using multiple linear regression for verification analysis. The findings in this study are Servicescape affects service quality, service quality affects the loyalty of female members, and Servicescape affects the loyalty of female members.
Downloads
References
Alfiani, W., & Madiawati, P. N. (2015). Pengaruh Brand Image Dan Service Quality Terhadap Loyalitas Pelanggan Pada Pengguna Jasa Paketpos Pt. Pos Indonesia (persero) Kantor Pusat Bandung. EProceedings of Management. https://t.ly/W4zy
Alma, B. (2014). Manajemen Pemasaran dan Pemasaran Jasa (14th ed.). CV. Alfabeta. https://cvalfabeta.com/product/manajemen-pemasaran-dan-pemasaran-jasa/
Cahyani, M. T. (2015). Pengaruh Jumlah Anggota Terhadap Perolehan Sisa Hasil Usaha Melalui Partisipasi Anggota Sebagai Variabel Intervening Pada Koperasi Simpan Pinjam Wisuda Guna Raharja Denpasar Tahun 2012-2014. Jurnal Jurusan Pendidikan Ekonomi (JJPE), 5(1). https://doi.org/http://dx.doi.org/10.23887/jjpe.v5i1.6392
Chun Lee, S., Barker, S., & Kandampully, J. (2003). Technology, Service Quality, and Customer Loyalty in Hotels:Australian Managerial Perspektives. Managing Service Quality., 13(5), 423. https://doi.org/https://doi.org/10.1108/09604520310495886
Ferdinal, E., & Tjahjawati, S. S. (2017). Pengaruh Servicescape Terhadap Kualitas Pelayanan. Jurnal Riset Bisnis Dan Investasi, 3(1). https://doi.org/https://doi.org/10.35313/jrbi.v3i1.546
Firdaus, E. (2012). Kemitrasejajaran Peran Gender Dalam Wacana Legalitas Indonesia. Jurnal Pendidikan Agama Islam - Ta’lim, 10(2). http://jurnal.upi.edu/199/view/1667/kemitrasejajaran-peran-gender-dalam-wacana-legalitas-indonesia.html
Griffin, J. (2007). Customer Loyalty: Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan (Y. Sumiharti, R. Medya, & W. Kristiaji (eds.)). Erlangga. http://lib.ui.ac.id/detail.jsp?id=137221
Gujarati, D. N. (2012). Dasar-Dasar Ekonometrika (C. Mangunsong (ed.); 5th ed.). Salemba Empat. https://library.ui.ac.id/detail?id=20395756
Juliana, & Noval, T. (2020). Pengaruh Servicescape terhadap Loyalitas Konsumen Di Restoran Chakra The Breeze Bumi Serpong Damai. Jurnal Ecodemica, 4(1). https://ejournal.bsi.ac.id/ejurnal/index.php/ecodemica/article/view/6150
Kotler, P, & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education, Inc. https://www.pearson.com/us/higher-education/product/Kotler-Marketing-Management-15th-Edition/9780133856460.html
Kotler, Philip, & Keller, L. (2012). Marketing Management (14th ed.). Pearson Education Limited.
Lovelock, C., Wirtz, J., & Mussry, J. (2012). Pemasaran Jasa Perspektif Indonesia (2nd ed.). Erlangga. https://www.erlangga.co.id/manajemen/7817-pemasaran-jasa-perspektif-indonesia-jilid-1-a-2-.html
Lupiyoadi, R., & Ahmad, H. (2012). Manajemen Pemasaran Jasa (1st ed.). Salemba Empat. https://penerbitsalemba.com/buku/02-0311-manajemen-pemasaran-jasa-berbasis-kompetensi-e3-
Musriha, M. (2018). Pengaruh Servicescape dan Kualitas Komunikasi Karyawan Terhadap Loyalitas Melalui Kepuasan Nasabah Bank Mandiri di Surabaya. EKUITAS (Jurnal Ekonomi Dan Keuangan), 15(2), 247–268. https://doi.org/10.24034/j25485024.y2011.v15.i2.273
Muzammil, A., Yunus, M., Darsono, & Nurdasila. (2017). Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Loyalitas Pelanggan Indihome Pt. Telkom Indonesia Di Banda Aceh Dengan Kepuasan Dan Kepercayaan Pelanggan Sebagai Variabel Mediasi. Jurnal Manajemen Dan Inovasi, 8(3), 104–133. https://doi.org/https://doi.org/10.24815/jmi.v8i3.9342
Nazir, M. (2013). Metodologi Penelitian (R. Sikumbang (ed.); 1st ed.). Ghalia Indonesia. https://opac.perpusnas.go.id/DetailOpac.aspx?id=711887
Nugroho, R. (2011). Gender dan Strategi Pengarus-utamanya di Indonesia. Pustaka Pelajar. https://pustakapelajar.co.id/buku/gender-dan-strategi-pengarus-utamaannya-di-indonesia/
Othman, B. A., Harun, A., De Almeida, N. M., & Sadq, Z. M. (2021). The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia. Journal of Islamic Marketing, 12(2), 363–388. https://doi.org/10.1108/JIMA-09-2019-0198
Puruwita, D. (2014). The Influence Cellular Provider Service Quality Towards Customer Loyalty Indosat in Jakarta. Jurnal Pendidikan Ekonomi Dan Bisnis (JPEB), 2(2), 53. https://doi.org/10.21009/JPEB.002.2.4
Putri, Y. L., & Utomo, H. (2017). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Sebagai Variabel Intervening (Studi Persepsi Pada Pelanggan Dian Comp Ambarawa. Among Makarti, 10(1). https://doi.org/10.52353/ama.v10i1.147
Sitepu, C. F., & Hasyim, H. (2018). Perkembangan Ekonomi Koperasi di Indonesia. NIAGAWAN, 7(2). https://doi.org/10.24114/niaga.v7i2.10751
Situmorang, S. H., Mulyono, H., & Azmi, A. (2018). Effect Of Servicescape And Customer Experience On Social Location Marketing (Case Study At Caf, In Medan). Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017), 46. https://doi.org/10.2991/ebic-17.2018.86
Subandi. (2009). Ekonomi Koperasi Teori dan Praktik (Riduwan (ed.)). Alfabeta. https://openlibrary.telkomuniversity.ac.id/pustaka/16989/ekonomi-koperasi-teori-dan-praktik-.html
Sugiyono. (2019). Metode Penelitian Kuantitatif Kualitatif dan R&D (I). Alfabeta. https://cvalfabeta.com/product/metode-penelitian-kuantitatif-kualitatif-dan-rd-mpkk/
Tjiptono, F. (2007). Pemasaran Jasa. Bayu Media Publishing. http://library.fis.uny.ac.id/opac/index.php?p=show_detail&id=2136http://library.fis.uny.ac.id/opac/index.php?p=show_detail&id=2136
Tjiptono, F. (2012). Pemasaran Strategic (2nd ed.). Andi Publisher. https://andipublisher.com/produk-strategi-pemasaran-edisi-4
Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers’ behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45–61. https://doi.org/10.1108/08876049610148594
Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2012). Services Marketing: Integrating Customer Focus Across the Firm. (2nd ed.). McGraw-Hill. https://openlibrary.telkomuniversity.ac.id/pustaka/8675/services-marketing-integrating-customer-focus-across-the-firm.html
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
