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All Journal BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi
ROSINTA, FEBRINA
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Economics, Econometrics & Finance Social Sciences

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Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan ARYANI, DWI; ROSINTA, FEBRINA
BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi Vol. 17, No. 2
Publisher : UI Scholars Hub

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Abstract

The aim of the research is to analyze how the service quality can affect customer’s satisfaction in shaping costumer’s loyalty. The research is quantitative and uses non-probability purposive sampling technique. The instrument of the research uses questionnaires which were analyzed with Structural Equation Modeling. The result of the research shows that the five dimensions, i.e. physical evidence, empathy, reliability, quickness, and guaranty positively affect the service quality. The other results show that customer’s satisfaction is a preceding factor of customer’s loyalty. The direct effect of service quality on customer’s loyalty does not sustain the research, since the researcher did not find any significant direct relation between service quality and customer’s loyalty.
Servicescapes Analysis of National Museum Suwaryono, Ixora Lundia; Rosinta, Febrina; Soeling, Pantius Drahen
BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi Vol. 20, No. 2
Publisher : UI Scholars Hub

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Abstract

The existence of museums in big cities like Jakarta seemed to be neglected. The display inside a museum is often considered uninteresting, making visitors less appreciate the collection objects, thus receive no added value from their visit. Therefore, a research related to physical appearance of a museum is required. The physical appearance of a service organization, also called servicescapes, consists of ambient condition, layout and signage. A survey has been conducted to describe the importance of servicescape for National Museum, as well as the explanation about the subject. This research suggests some recommendations on the servicescapes in National Museum to improve visitors’ experience.
Co-Authors Dwi Aryani, Dwi Ixora Lundia Suwaryono Soeling, Pantius Drahen