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"Penelitian ini membahas mengenai atribut servicescape yang mempengaruhi pleasure-feeling dan perceived service quality terhadap perilaku konsumen untuk datang kembali (revisit intention). Penelitian ini menggunakan program SPSS seri 18.0 dengan analisis simple regression untuk mengetahui hubungan antara servicescape dan pleasure-feeling, servicescape dan perceived service quality, perceived service quality dan pleasure-feeling, serta servicescape dan revisit intention. Selanjutnya, multiple regression dilakukan untuk menguji apakah pleasure-feeling dan perceived service quality dapat menentukan revisit intention pelanggan yang berkunjung dan juga menguji apakah pleasure-feeling dan perceived service quality memediasi hubungan antara servicescape dan revisit intention. Penelitian ini menunjukan bahwa servicescape dapat mempengaruhi pleasure-feeling pada responden Nanny's Pavillon dan perceived service quality pada responden Solaria. Selanjutnya perceived service quality memiliki hubungan yang positif terhadap pleasure-feeling kedua responden restoran. Begitu pula dengan hubungan antara perceived service quality dan pleasure-feeling yang memiliki hubungan positif dengan revisit intention.

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This research investigates servicescape attribute of influencing pleasur-feeling and perceived service quality in revisit customer behaviour (revisit intention). This research implemented SPSS series 18.0 through simple regression to investigate relation between servicescape and pleasure-feeling, servicescape and perceived service quality, perceived service quality and pleasure-feeling, aslo servicescape and revisit intention. Furthermore, multiple regression was applied to test whether pleasure-feeling and perceived service quality may determine revisit intention of visiting customer and also mediating relation between servicescape and revisit intention.

This research suggest that servicescape may influence pleasure-feeling on Nanny's Pavillon respondence and perceived service quality on Solaria respondence. Additionaly, perceived service quality may have positive relation on pleasure-feeling on both of respondence group. Also the relation of perceived service quality and pleasure-feeling which is affirmativley related with revisit intention."

"Industri makanan adalah bisnis yang tak lekang oleh waktu. Badan Pusat Statistik (BPS) mencatat, pada tahun 2010 terdapat 2.916 usaha restoran dan rumah makan berskala menengah dan besar di Indonesia. Segmen quick-casual dining telah menjadi salah satu industri food service terbesar di dunia. Salah satu bentuk restoran quick-casual di Indonesia adalah Restoran Solaria. Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh variabel restaurant image, perceived value dan kepuasan konsumen terhadap behavioral intention konsumen Solaria. Penelitian menggunakan desain riset deskriptif dengan metode survei. Sampel dihimpun dengan metode nonprobability sampling dengan teknik judgment sampling sebanyak 275 sampel. Alat ukur yang digunakan adalah kuesioner dengan menggunakan skala Likert. Untuk mencapai tujuan penelitian data diolah dengan teknik analisa data SEM. Hasil menunjukan kepuasan konsumen mampu membentuk behavioral intention secara langsung. Restaurant image mampu membentuk perceived value konsumen secara langsung dan secara tidak langsung mampu membentuk kepuasan konsumen melalui mediasi perceived value. Selain itu, perceived value mampu membentuk behavioral intention secara tidak langsung dengan dimediasi kepuasan konsumen. Hal ini menunjukan bahwa kepuasan konsumen mempunyai peranan yang signifikan sebagai mediasi untuk membentuk behavioral intention pada industri quick-casual restaurant.

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Food industry is an eternal business. Badan Pusat Statistik (BPS) has recorded, that in 2010 there were 2.916 restaurants with medium and large business scale in Indonesia. Quick-casual dining segment has become one of the biggest food service industry in the world. Solaria is the one of quick casual restaurant form in Indonesia.

The objective of this research is to determine the influence of the restaurant image, perceived value and customer satisfaction on consumer behavioral intention Solaria. This research is using descriptive research design with survey method. Non probability sampling with judgment sampling technique were used to collect 275 samples. Questionnaire with Likert scale was used as measuring tool. SEM data analysis technique applied to achieve the objective of this research.

The result displays that customer satisfaction is able to directly shape the behavioral intention. Restaurant image is able to directly shape perceived value and it's able to shape customer satisfaction indirectly with perceived value as the mediation. More over, perceived value is able to directly shape customer satisfaction and it's able to shape behavioral intention indirectly with customer satisfaction as the mediation. It showed that customer satisfaction has significant mediating role in forming behavioral intention in the quick-casual restaurant industry."

"Penelitian ini bertujuan untuk menganalisis sebuah model dari pengaruh kualitas makanan, lingkungan fisik, pelayanan terhadap citra restoran, nilai yang dipersepsikan pelanggan, kepuasan pelanggan dan intensi berperilaku pada restoran Nanny's Pavillon. Restoran ini dikenal dengan dekorasi gerainya yang memiliki tema berbeda-beda. Data yang dikumpulkan berasal dari para pelanggan yang pernah berkunjung di Nanny's Pavillon Pacific Place dengan penyebaran kuesioner. Analisis hasil uji ini menggunakan Tehnik two step approach untuk menilai hasil uji pengukuran dan struktural model. Hasil temuan menunjukkan bahwa kualitas lingkungan fisik mempengaruhi secara signifikan terhadap citra restoran. Kemudian kualitas makanan, lingkungan fisik, pelayanan mempengaruhi secara signifikan terhadap nilai yang dipesepsikan pelanggan. Ditemukan juga bahwa citra restoran mempengaruhi secara signifikan nilai yang dipersepsikan pelanggan. Citra restoran dan nilai yang dipersepsikan pelanggan mempengaruhi kepuasan pelanggan, dan kepuasan juga mempengaruhi secara signifikan terhadap intensi berperilaku.

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This research is to propose an integrated model that examines the impact of three foodservice quality (food, physical environment, and service) on restaurant image, customer perceived value, customer satisfaction, and behavioral intention at Nanny’s Pavillon. The restaurantknown had a different theme decoration in every store. Data were collected from customers Nanny’s Pavillon restaurant located in Pacific Place Jakarta via a self-administered questionnaire. Two-step approach was used to assess the measurement and structural models.

Findings structural equation modeling shows that the quality physical environment were significant determinants of restaurant image. Also, the quality of the food, physical environment and service were significant predictors of customer perceived value. The restaurant image was also found to be a significant influence of customer perceived value. In addition, the results reinforced that restaurant image and customer perceived value is indeed a significant determinant of customer satisfaction, and customer satisfaction is a significant predictor of behavioral intentions."

"Perpustakaan memiliki peran strategis terhadap kebutuhan masyarakat akan ruang. Namun, hal ini tidak luput dari tantangan untuk membuat pengunjung merasa puas (satisfaction) dan memiliki minat untuk berkunjung kembali (revisit intention). Studi ini menjelaskan pengaruh physical servicescape terhadap satisfaction dan revisit intention pengunjung Perpustakan Jakarta melalui place attachment dengan menggunakan kerangka konseptual SOR (stimulus-organism-response). Metode penelitian menggunakan metode eksplanatori dengan teknik pengambilan data menggunakan metode survei dan teknik purposive sampling dalam penentuan sampel. Total sampel yang terkumpul berjumlah 317 responden dengan kriteria pernah mengunjungi Perpustakaan Jakarta minimal sekali. Selanjutnya, data dianalisis menggunakan perhitungan atau teknik PLS-SEM (partial least square-structural equation model). Studi ini menemukan bahwa faktor ambience dengan place dependence dan place identity, facility aesthetic dengan place identity, seating comfort dengan place dependence, dan place affect dengan revisit intention tidak memiliki pengaruh terhadap pengunjung di Perpustakaan Jakarta. Studi ini juga memiliki implikasi yang dapat dimanfaatkan oleh tim Perpustakaan Jakarta untuk menaruh perhatian kualitas layanan fisiknya untuk meningkatkan satisfaction dan revisit intention dari pengunjung.

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Library play a strategic role in fulfilling society's need for space. However, this does not come without challenges, particularly in ensuring visitor satisfaction and encouraging revisit intention. This study examines the influence of the physical servicescape on visitor satisfaction and revisit intention at the Jakarta Library through place attachment, using the SOR (Stimulus-Organism-Response) conceptual framework. The research adopts an explanatory method with data collection conducted through surveys and purposive sampling for sample selection. A total of 317 respondents who had visited the Jakarta Library at least once were included in the sample. The data were analyzed using the PLS-SEM (Partial Least Square-Structural Equation Model) technique. The study found that factors such as ambience with place dependence and place identity, facility aesthetics with place identity, seating comfort with place dependence, and place influence with revisit intention do not significantly affect visitor perceptions of the Jakarta Library.This study also provides implications for the Jakarta Library team to focus on the quality of its physical services to enhance visitor satisfaction and revisit intention."

"ABSTRAK

Servicescape merupakan salah satu aspek yang berpengaruh terhadap niat konsumen untuk mengunjungi bank. Penelitian ini bertujuan untuk menganalisis pengaruh servicescape terhadap pleasure-feeling konsumen, pengaruh pleasure-feeling terhadap revisit intention, pengaruh servicescape terhadap perceived service quality, pengaruh perceived service quality terhadap revisit intention, dan pengaruh perceived service quality terhadap pleasure-feeling. Data dalam penelitian ini berasal dari data primer melalui penyebaran kuesioner menggunakan sampel sebanyak 171 responden dan kuesioner menggunakan skala Likert 1-7. Hasil penelitian ini menunjukkan servicescape berpengaruh signifikan terhadap pleasure-feeling, pleasure-feeling berpengaruh signifikan terhadap revisit intention. Servicescape berpengaruh signifikan terhadap perceived service quality. Perceived service quality tidak berpengaruh terhadap revisit Intention. Untuk berpengaruh signifikan terhadap revisit intention, servicescape harus dimediasi oleh pleasure-feeling dan perceived service quality. Perceived service quality berpengaruh signifikan terhadap pleasure-feeling. Penelitian di dalam jurnal terdahulu meneliti hubungan di antara variabel tersebut dan hasil penelitian menunjukkan adanya hubungan yang signifikan di antara variabel tersebut. Penelitian sebelumnya menggunakan variabel moderasi, namun hasil penelitian terdahulu memiliki kesamaan dengan hasil penelitian ini.

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ABSTRACT

Servicescape is one aspect which influences of consumer’s intention to visit the bank. The purpose of this study is to analyze the influence of servicescape to consumer’s pleasure-feeling, influence of pleasure-feeling to revisit intention, influence of servicescape to perceived service quality, influence of perceived service quality to revisit intention, and influence of perceived service quality to pleasure-feeling. Data in this study has been generated from primary source through the questionnaire which has been distributed to 171 respondent and the questionnaire has been using Likert Scale 1-7. The results show that servicescape influences pleasure-feeling significantly, pleasure-feeling influences revisit intention significantly. Servicescape influences perceived service quality significantly. Perceived service quality does not influence revisit intention. To be able influences revisit intention significantly, servicescape should be mediated significantly by pleasure-feeling and perceived service quality. Perceived service quality influences pleasure-feeling significantly. Previous journal study has examined the relationship between these variables and expressed significant relationship between them. Previous study have been using moderated variable, but the results of previous study have no differences with the current study.

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"Tujuan dari penelitian ini adalah untuk menganalisa pengaruh experiential marketing terhadap repurchase intention melalui kepuasan konsumen sebagai variabel perantara di Nanny?s Pavillon Bathroom Pacific Place. Sampel penelitian ini berjumlah 150 orang yang diambil dengan menggunakan purposive sampling. Analisa data dilakukan dengan menggunakan AMOS 18.0. Hasil penelitian menunjukkan bahwa experiential marketing memiliki pengaruh terhadap repurchase intention dengan diperantarai oleh kepuasan konsumen. Selain itu dari penelitian ini dapat dilihat bahwa experiential marketing juga memiliki pengaruh terhadap repurchase intention akan tetapi tidak sebesar apabila diperantarai oleh kepuasan konsumen.

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The objective of this research is to analyze the experiential marketing that can effect the repurchase intention with the customer satisfaction as an intervening variable. This research use 150 sample as a basic criteria sample for SEM, all the respondent collected by purposive sampling methods. This research are analyzed with Structural Equation Modelling (SEM) with AMOS 18.0 software. The result from this research is experiential marketing has influence towards repurchase intention with customer satisfaction as an intervening variable. Experiential Marketing are explained by five dimensions, which is sense, feel, think, act, relate. The result of this research also prove that experiential marketing has a direct influence to repurchase intention, even the result isn't as good as when using customer satisfaction as an intervening variable."

"ABSTRAKPenelitian ini membahas mengenai atribut-atribut lingkungan jasa (servicescape) yang memengaruhi keinginan pengunjung pusat perbelanjaan untuk berkunjung kembali (revisit intention). Pengaruh antara servicescape dan revisit intention dimediasi oleh variabel perceived quality, affect, dan satisfaction. Penelitian ini melibatkan 221 orang responden yang pernah mengunjungi Grand Indonesia selama satu bulan sebelum pengisian kuesioner. Analisis data penelitian ini dilakukan dengan Stuctural Equation Modelling (SEM) yang diolah menggunakan program SPSS 20 dan AMOS. Hasil penelitian menunjukkan bahwa elemen cleanliness dan spatial layout memiliki pengaruh signifikan terhadap perceived quality. Penelitian ini juga menunjukkan signifikasi pengaruh perceived quality terhadap afeksi pengunjung pusat perbelanjaan. Selain itu, penelitian ini pun menunjukkan pengaruh signifikan afeksi pengunjung terhadap kepuasan pengunjung dan kepuasan pengunjung memengaruhi revisit intention secara signifikan.

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ABSTRACTThis research examines the elements of servicescape that have impact on shopping mall visitor’s revisit intention. The impact of servicescape attributes to revisit intention is mediated by several variables: perceived quality, affect, and satisfaction. This study involved 221 respondents whom have been to Grand Indonesia Shoping Town in the last one month. The researcher use Stuctural Equation Modelling (SEM) to analyze the data with SPSS 20 and AMOS program. The research has provided us with an interesting result whereby only two elements of servicescape (cleanliness dan spatial layout) that have significant impact to visitor’s perceived quality. This study also showed us that perceived quality have significant impact to visitor’s affect. Furthermore, this research also identified that visitor’s affect significantly impacting their satisfaction and their satisfaction had significant effect to their revisit intention."

"Penelitian ini membahas mengenai pengaruh dari servicescape terhadap persepsi image dari pada konsumen yang nantinya akan mempengaruhi revisiting intention dan word of mouth konsumen (dalam hal ini tamu hotel) pada hotel butik berkonsep islami.Hipotesis yang dianalisis dalam penelitian ini adalah pengaruh faktor faktor servicescape seperti substantive stage of servicescape dan communicative stage of servicescape yang mempunyai pengaruh positif terhadap persepsi image, kemudian persepsi image itu mempunyai pengaruh yang positif terhadap revisiting intention dan word of mouth.Desain penelitian yang digunakan di dalam penelitian ini adalah konklusif deskriptif dengan metode pengumpulan datanya melalui survey langsung dan penyebaran kuisioner kepada tamu atau pengguna dari hotel ini. Metode sampling yang digunakan adalah non probability sampling (convenience sampling).Objek penelitian ini adalah tamu hotel butik berkonsep islam yang dalam hal ini unit analisisnya yaitu Hotel Butik Noor Bandung yang pernah menginap minimal sekali di dalam Hotel Butik Noor Bandung.Hasil penelitian di dalam penelitian ini menunjukan bahwa semua variable yang diuji mempunyai pengaruh yang positif dan signifikan.

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This study discusses the influence of servicescape on the perception of images of consumers who will later influence revisiting intention and consumer word of mouth (in this case hotel guests) in a boutique hotel with an Islamic concept.

The hypothesis analyzed in this study is the influence of servicescape factors such as substantive stage of servicescape and communicative stage of servicescape that have a positive influence on image perception, then the image perception has a positive influence on revisiting intention and word of mouth.

The research design used in this study is conclusively descriptive with the method of collecting data through direct surveys and questionnaires to guests or users of this hotel. The sampling method used is non probability sampling (convenience sampling).

The object of this research is guests of a boutique hotel with the concept of Islam which in this case the unit of analysis is Boutique Hotel Noor Bandung, which once stayed at least once in the Noor Boutique Hotel Bandung.

The results of the research in this study indicate that all tested variables have a positive and significant effect."

"Perkembangan teknologi memberikan dampak bagi industri fashion untuk melakukan kegiatan pemasaran dalam memenuhi kebutuhan konsumen. Penggunaan teknologi digital dalam kegiatan pemasaran menciptakan peluang bagi merek untuk dapat berinteraksi dengan konsumen tanpa adanya interaksi secara langsung yang disebut contactless marketing. Penelitian ini bertujuan untuk mengetahui pengaruh contactless marketing yang diterapkan brand fashion H&M terhadap customer satisfaction dan revisit intention. Terdapat empat tools yang digunakan H&M dalam contactless marketing-nya yaitu AI chatbot, augmented reality (AR), virtual reality (VR), dan live streaming. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei terhadap 151 responden yang merupakan pelanggan dari brand fashion H&M yang pernah menggunakan tools contactless marketing yang disediakan H&M. Penelitian ini menggunakan teknik pengolahan data statistik deskriptif, PLS-SEM, dan ANOVA dengan bantuan software SPSS dan SMART PLS-3. Hasil penelitian menunjukkan bahwa terdapat pengaruh positif antara contactless marketing yang diterapkan H&M terhadap customer satisfaction dan revisit intention.

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Technological developments have an impact on the fashion industry to carry out marketing activities to meet consumer needs. The use of digital technology in marketing activities creates opportunities for brands to interact with consumers without interaction in person called contactless marketing. This study aims to determine the impact of contactless marketing of H&M on customer satisfaction and revisit intention. This study also looks at differences in consumer motivation, namely motivation to seek information and motivation to seek enjoyment in using contactless marketing tools from H&M which leads to customer satisfaction and revisit intention. There are four tools used by H&M in its contactless marketing, such as AI chatbot, augmented reality (AR), virtual reality (VR), and live streaming. This research uses a quantitative approach with a survey method of 151 respondents who are customers of the H&M brand who have used contactless marketing tools provided by H&M. This study uses descriptive statistical data processing techniques, PLS-SEM, and ANOVA using SPSS and SMART PLS-3 software. The results showed that there is a positive influence between contactless marketing implemented by H&M on customer satisfaction and revisit intention."

"Tujuan penelitian ini adalah untuk menganalisis bagaimana pengaruh servicescape terhadap emotional states, perceived value dan behavioral intention konsumen The House of Raminten Café Cabang Kotabaru Yogyakarta. Pendekatan ini menggunakan pendekatan kuantitatif dan kualitatif. Pendekatan kuantitatif menggunakan sampel sebanyak 164 pengunjung The House of Raminten Café Cabang Kotabaru Yogyakarta dengan nonprobability sampling serta teknik convenience sampling.Pendekatan kualitatif dilakukan dengan indepth interview kepada 10 responden yang pernah berkunjung ke The House of Raminten Café Cabang Kotabaru Yogyakarta.Instrumen penelitian kuantitatif menggunakan kuesioner yang dianalisis menggunakan Structural Equation Modelling (SEM). Hasil penelitian kuantitatif menunjukkan bahwa terdapat pengaruh yang signifikan dan positif dari servicescape terhadap positive emotion. Selain itu, servicescape berpengaruh negatif terhadap negative emotions (partly supported). Positive dan negative emotion juga mempunyai pengaruh signifikan terhadap behavioral intention. Servicescape juga berpengaruh terhadap perceived value (partly supported). Perceived value berpengaruh secara signifikan terhadap behavioral intention. Emotional States baik positive maupun negative emotion berpengaruh secara signifikan terhadap perceived value.

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The objective of this research is to analyze the influence of servicescape towards emotional states, perceived value, and behavioral intention by consumers of The House of Raminten Cafe Kotabaru Yogyakarta. This research applies quantitative and qualitative approach. Quantitative approach was conducted by using 164 sample of visitors of The House of Raminten Cafe Kotabaru Yogyakarta, which was collected nonprobability sampling and convenience sampling technique. Qualitative approach was conducted with indepth interview to 10 respondents who have visited The House of Raminten Cafe Kotabaru Yogyakarta. Quantitative research instrument used were questionnaire and was analyzed using Structural Equation Modelling (SEM).

This research result that servicescape has significant influence towards emotion. Servicescape also had negative influence towards negative emotions (partly supported). Both of positive and negative emotion also have significant influence towards behavioral intention. Servicescape also has influence towards perceived value (partly supported). Perceived value has influence towards behavioral intention. Emotional states even positive or negative emotion has influence significantly towards perceived value."