The Influence of Service Quality and Store Atmosphere on Customer Satisfaction at Vocational High School Business Center in Cirebon

Authors

  • Sitta Nurhajijah Universitas Catur Insan Cendikia
  • Isti Riana Dewi Universitas Catur Insan Cendekia
  • Rohadatul Aisy Universitas Catur Insan Cendikia

DOI:

https://doi.org/10.22219/mb.v12i01.15481

Keywords:

service quality , store atmosphere, Customer Satisfaction

Abstract

The purpose of this research was to find out the influence between service quality and the atmosphere of the store on customer satisfaction at the Business Center at a vocational high school in Lemahabang Cirebon. Research methods used are validity test, reliability test, and multiple Linear Regression. The analysis tool used is the SPSS tool. The results of this study explain the influence between service quality of the store and the atmosphere of the store on customer satisfaction. This indicates that there needs to be an improvement of services such as honest words and friendly behavior to improve the quality of store service and modify the temperature and layout of goods to be more varied to entice customers to feel happy and make more visits to support the success of the business.

Keywords: service quality, store atmosphere, customer satisfaction

Downloads

Download data is not yet available.

References

Cucu Sumartini, L., & Fajriany Ardining Tias, D. (2019). Analisis Kepuasan Konsumen Untuk Meningkatkan Volume Penjualan Kedai Kopi Kala Senja. Jurnal E-Bis (Ekonomi-Bisnis), 3(2), 111–118. https://doi.org/10.37339/e-bis.v3i2.124

Dewi, I. R. (2020). Pengelolaan Keadilan Distributif Terhadap Customer Affection Mitra Grab Karesidenan Banyumas. Jurnal Ekonomi Bisnis Dan Industri, 02(01), 13–20. https://jurnal.cic.ac.id/index.php/ebi/article/view/13/13

Kartika Yudha, I. P. G. M., & Suprapti, N. W. S. (2018). Pengaruh Atmosfer Toko Dan Daya Tarik Promosi Penjualan Terhadap Kepuasan Pelanggan Dan Niat Beli Ulang (Di Matahari Mall Bali Galeria Kuta). E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 7, 1803. https://doi.org/10.24843/eeb.2018.v07.i07.p02

Kotler, P. (2016). Marketing Management (3rd editio). Perason Education Limited.

Kristiana, M. (2017). Pengaruh Store Atmosphere Dan Kualitas Layanan Terhadap Kepuasan Konsumen Cafe Heerlijk Gelato Perpustakaan Bank Indonesia Surabaya. Jurnal Pendidikan Tata Niaga (JPTN), 01(01), 113–117.

Lubis, A. S., & Andayani, N. R. (2018). Pengaruh Kualitas Pelayanan (Service Quality) Terhadap Kepuasan Pelanggan Pt. Sucofindo Batam. Journal of Applied Business Administration, 1(2), 232–243. https://doi.org/10.30871/jaba.v1i2.619

Rahma Pratiwi Saragih, Lamidi, S. S. U. (2016). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepercayaan Dengan Kepuasan Nasabah Sebagai Variabel Mediasi. Jurnal Ekonomi Dan Kewirausahaan, 16(3), 354–363.

Sugiyono. (2013). Statistik untuk Penelitian (E. Mulyatiningsih (ed.)). Alfabeta.

Utami, C. (2006). Manajemen Ritel. Salemba Empat.

Vrechopoulos. (2010). Who controls store atmosphere customization in electronic retailing? International Journal of Retail & Distribution Management, 38(7), 518–537. https://doi.org/doi:10.1108/09590551011052115

Downloads

Published

2022-03-22

Issue

Vol. 12 No. 01 (2022): April

Section

Articles

License

Copyright (c) 2022 Manajemen Bisnis

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.