Since 2014
THE INFLUENCE OF SERVICE QUALITY AND STORE ATMOSPHERE ON CUSTOMER SATISFACTION
Journal of Management and Entrepreneurship
View Archive Info| Field | Value | |
| Title |
THE INFLUENCE OF SERVICE QUALITY AND STORE ATMOSPHERE ON CUSTOMER SATISFACTION
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| Creator |
Miswanto, Miswanto
Angelia, Yessi Ria |
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| Subject |
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Service quality, dimensions of service quality, custumer satisfiction, store atmosphere. |
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| Description |
This research examines the influence of service quality (tangibles, reliability, responsiveness, assurance, and empathy) and store atmosphere on customer satisfaction and the influence of customer satisfaction on repurchase intention, trust, and word of mouth on customers of souvenir stores in Yogyakarta. Selection of the sample is done by using purposive sampling with one criterion: they have shopped in souvenir stores in Yogyakarta. Data are collected by using questionnaires and 200 souvenir store customers participate in this study. The data are analyzed by using Structural Equation Modeling (SEM) with Amos computer program. The findings show that none of service quality’s dimension: tangibles and store atmosphere have positive influences on customer satisfaction.
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| Publisher |
Institute of Research and Community Outreach - Petra Christian University
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| Contributor |
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| Date |
2017-09-01
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion — |
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| Format |
0
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| Identifier |
http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/20393
10.9744/jmk.19.2.106-111 |
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| Source |
Jurnal Manajemen dan Kewirausahaan; Vol 19, No 2 (2017): SEPTEMBER 2017; 106-111
1411-1438 |
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| Language |
eng
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| Relation |
http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/20393/19315
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| Coverage |
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