PENGARUH SERVICESCAPE TERHADAP KEPUASAN KONSUMEN (Studi pada Penumpang Keberangkatan Domestik di Bandara Ahmad Yani Semarang)
Abstract: Ahmad Yani Airport
Semarang is the airport that became one of the entrance to central java through
air transportation. However, based on the information obtained there are
complaints related to services at Ahmad Yani Airport Semarang such as a narrow
parking lot, crowded waiting room and passenger accumulation during peak season
This research aims to analyze the influence of servicescape dimensions
named ambient conditions, spatial layout and functionality, signs, symbols and
artifacts to customer satisfaction. Case
study on domestic
departures passengers at
ahmad yani airport semarang.
The number of sample used in this research were 100 respondents. Sample
were chosen using quota sampling technique. The analytical method used in this
research is Multiple Linear Regression Analysis where previously tested the
validity and reliability, then performed classical assumption that includes
Normality Test, Multicollinearity Test, and Heterokedastisitas Test with level
of significance 5%.
The result of this research found that ambient conditions, spatial layout
and functionality and signs,
symbols and artifacts
positively significance influenced
to customer satisfaction.
Keywords: Servicescape,
Ambient Conditions, Spatial Layout and Functionality, Signs, Symbols and
Artifacts, Customer Satisfaction
Penulis: Zaki Muafa Rijae,
Rizal Hari Magnadi
Kode Jurnal: jpmanajemendd180433
