PENGARUH SERVICESCAPE, SERVICE ENCOUNTER, PERCEIVED CONGRUENCY TERHADAP EMOSI DAN KEPUASAN PELANGGAN PADA RESTORAN ETNIK DREAM OF KAHYANGAN DI SURABAYA
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Keywords:
Servicescape, Service Encounter, Pleasure, Arousal, Satisfaction
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh servicescape, service encounter, perceived congruency terhadap emosi dan kepuasan pelanggan di restoran Dream of Kahyangan Surabaya. Penelitian ini menggunakan data kuantitatif. Jumlah sampel yang digunakan dalam penelitian ini adalah 150 responden dengan menggunakan teknik non-probability sampling. Metode pengolahan data yang digunakan adalah uji regresi linier berganda. Hasil penelitian ini menyatakan bahwa terdapat pengaruh positif antara servicescape, service encounter, perceived congruencyterhadap emosi dan kepuasan pelanggan di restoran Dream of Kahyangan Surabaya, tetapi efek interaktif antara perceived congruency dan pleasure maupun arousal berpengaruh negatif terhadap kepuasan pelanggan.
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References
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Lin, I.Y., dan Mattila, A.S., 2010, Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customer’s Emotions and Satisfaction, Journal of Hospitality Marketing and Management, Vol. 19:819-841
Mattila, A.S., dan Enz, C.A., 2002, The Role of Emotions in Service Encounters, Journal of Service Research, Vol. 4:268-277
Ruki, U.A., 2011, Pengenalan Teori Servicescape dan Penerapannya Dalam Desain Interior, Humaniora, Vol. 2:2
Tunjungsari, S.V., Fauzi, A., dan Mawardi, M.K., 2016, Pengaruh Store Atmosphere (Suasana Toko) Terhadap Emosi Serta Dampaknya Pada Keputusan Pembelian (Survei Pada Pembeli Di Ria Djenaka Cafe Dan Resto, Kota Batu), Jurnal Administrasi Bisnis, Vol. 30:1
Alba, J.W., dan Williams, E.F., 2012, Pleasure Principles : A Review of Research Hedonic Consumption, Journal of Consumer Psychology
Angelina, S.L., 2013, Studi Deskriptif Penerapan Servicescapes Pada Restoran Waroeng Bamboe Kota Batu Menurut Persepsi Konsumen, Jurnal Ilmiah Mahasiswa Universitas Surabaya, Vol. 2:1
ahyadi, C., 2014, Pengaruh Kualitas Layanan dan Kualitas Makanan Dengan Peran Moderasi Atmosphere Pada Restoran Sushi Tei Galaxy Mall di Surabaya, Jurnal Ilmiah Mahasiswa Universitas Surabaya, Vol. 3:1
Durvasula, S., Lysonski, S., dan Mehta, S.C., 2005, Service Encounters: The Missing Link Between Service Quality Perceptions And Satisfaction, The Journal of Applied Business Research, Vol. 21:3
Gustafsson, A., Johnson, M.D., dan Roos, I., 2005, The Effect of Customer Satisfaciton, Relationship Commitment Dimensions, and Triggers on Customer Retention, Journal of Marketing, Vol. 69:210-218
Hopkins, S.A., Nie, W., dan Hopkins, W.E., 2009, Cultural Effects on Customer Satisfaction With Service Encounters, Journal of Service Science, Vol. 2:1
Kesumawardani, C.A., 2012, Pengaruh Servicescape Dalam Membentuk Word of Mouth (Studi Pada Restoran Marche Cabang Plaza Senayan), Skripsi, Universitas Indonesia
Lin, I.Y., dan Mattila, A.S., 2010, Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customer’s Emotions and Satisfaction, Journal of Hospitality Marketing and Management, Vol. 19:819-841
Mattila, A.S., dan Enz, C.A., 2002, The Role of Emotions in Service Encounters, Journal of Service Research, Vol. 4:268-277
Ruki, U.A., 2011, Pengenalan Teori Servicescape dan Penerapannya Dalam Desain Interior, Humaniora, Vol. 2:2
Tunjungsari, S.V., Fauzi, A., dan Mawardi, M.K., 2016, Pengaruh Store Atmosphere (Suasana Toko) Terhadap Emosi Serta Dampaknya Pada Keputusan Pembelian (Survei Pada Pembeli Di Ria Djenaka Cafe Dan Resto, Kota Batu), Jurnal Administrasi Bisnis, Vol. 30:1
Published
2018-03-01
Section
Bidang Manajemen (M)
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