CUSTOMER SATISFACTION DETERMINATION AND IMPLICATIONS ON BEHAVIOR INTENTION (EMPIRICAL STUDY OF FOUR AND FIVE STAR HOTELS IN NORTH SULAWESI)
DOI:
https://doi.org/10.31933/dijdbm.v2i3.839Keywords:
customer satisfaction, service convenience, servicescapeAbstract
This study aims to determine and empirically prove the positive relationship between servicescape, interaction orientation, service convenience on customer satisfaction, and implications for behavior intention. This research problem departs from the concept of pentahelix in the tourism industry and the Ministry of Tourism's priority programs, especially digital tourism, and homestays are the central themes in this research. The success of achieving the target of tourist visits is closely related to the accommodation system at the destination, in this case the role of the hotel. On the other hand, the sustainability of a destination is closely related to the operations of the hotels located in that destination. That is, in conditions of an increase in the flow of visits to certain destinations accompanied by a rapid increase in the number of hotels. So it can be concluded that in a business both goods and services, servicescape, Interaction Orientation, Service Convenience are important factors in increasing customer satisfaction, even the three tadit factors, namely servicescape, interaction orientation, service convenience can encourage customer interest in using the product or services offered.
References
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Kasa, M., Stephen, D., & Hassan, Z. (2019). Rasch analysis and differential item functioning of work-related flow inventory (Wolf): A study on the hotel industry in Sarawak. Asia-Pacific Social Science Review, 19(3).
Kaura, Prasad, D., & Sharma. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404–422. https://doi.org/10.1108/IJBM-04-2014-0048
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Priyo, J. S., Mohamad, B., & Adetunji, R. R. (2019). An examination of the effects of service quality and customer satisfaction on customer loyalty in the hotel industry. International Journal of Supply Chain Management, 8(1).
Raza, K. (2013). Impact of Servicescape on Customer Satisfaction. In International Journal of Economics (Vol. 1, Issue 1).
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Tjiptono, F., & Chandra, G. (2011). Service, Quality & Satisfaction. In Edisi 4.
So-Ra Jung, (2006). The perceived benefits of healthcare information construct and survey development. Thesis - B.S., Dankook University.
Suhaila Sufar, Anuar Talib, and Haris Hambali (2012). Towards a better Design: Physical Interior Environments of Public Libraries in Peninsular Malaysia. Procedia - Social and Behavioral Sciences. Vol. 42. pp. 131 – 143. ELSEFIER- Available online at www.sciencedirect.com.
Sugiyono. (2009). Metode Penelitian Bisnis. Cetakan Ketujuh, Alfabeta, Bandung – Indonesia.
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Treasa Kearney, Joseph Coughlan, and Aileen Kennedy (2013). An Exploration of the Effects of the Servicescape on Customer and Employee Responses in a Grocery Retail ContextKeele Management School, Keele University, UK † College of Business, Dublin Institute of Technology, Aungier Street, Dublin 2
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Wakefield, L.K. and Blodgett G.J. (1996). “The effect of the servicescape on customer behavior intentions in leisure service setting”. Journal of Services Marketing. Vol. 10, No. 6. pp. 45-61.
Ward, J.C., Bitner, M.J., and Barnes, J. (1992). “Measuring the prototypicality and meaning of retail environments”. Journal of Retailing. Vol. 68, Pp. 194-220.
Westbrook, R.A., and Oliver R.L., (1991). The dimensionability of consumption emotional pattens and customer satisfaction. Journal of Consumer. Vol. 18 June, pp. 84-91.
Wolfinbarger Mary, Mary C. Gilly (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing. Vol. 79. pp. 183–198.
Yoon, M.H., and Suh J. (2003). “Organizational citizenship behaviors and service quality as external effectiveness of contact employee”. Journal of Business Research. Vol. 56. pp. 597-611.
Xiaoyu Chen, Steve Goodman, Justin Cohen, Johan Bruwer (tt). Wine tourists’ loyalty intentions: Toward an integrated behaviour model. [email protected]
Yangyang Gao (2016). The impact of guest room environment on customer perception: The case of economy hotels in guizhou province in china. Thesis - Faculty of California State Polytechnic University, Pomona.
Zeitham, V.A., and Bitner Mary Jo. (2000). Service marketing: integrating customer focus across the firm. Second Edition, USA, Boston: Irwin McGraw-Hill. Inc.
Zeitham, V.A., Berry L.L. and Parasuraman A. (1996). “The behavioral consequences of service quality”. Journal of Marketing. Vol. 60. April, pp. 31-46.
Zeitham, V.A., (1988). “Communication and control processes in the delivery of service quality”. Journal of Marketing. Vol. 52. No. 2. pp. 35-48.
Zikmund W.G. (1994). Business Research Methods. International Edition. USA: The Dryden Press.
El-Zeiny, R. M. A. (2012). The Interior Design of Workplace and its Impact on Employees’ Performance: A Case Study of the Private Sector Corporations in Egypt. Procedia - Social and Behavioral Sciences, 35. https://doi.org/10.1016/j.sbspro.2012.02.145
Kasa, M., Stephen, D., & Hassan, Z. (2019). Rasch analysis and differential item functioning of work-related flow inventory (Wolf): A study on the hotel industry in Sarawak. Asia-Pacific Social Science Review, 19(3).
Kaura, Prasad, D., & Sharma. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404–422. https://doi.org/10.1108/IJBM-04-2014-0048
Kumar, D. S., Purani, K., & Sahadev, S. (2017). Visual service scape aesthetics and consumer response: a holistic model. Journal of Services Marketing, 31(6). https://doi.org/10.1108/JSM-01-2016-0021
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91. https://doi.org/10.1016/j.ijhm.2019.102414
Priyo, J. S., Mohamad, B., & Adetunji, R. R. (2019). An examination of the effects of service quality and customer satisfaction on customer loyalty in the hotel industry. International Journal of Supply Chain Management, 8(1).
Raza, K. (2013). Impact of Servicescape on Customer Satisfaction. In International Journal of Economics (Vol. 1, Issue 1).
Sandaruwani, J. A. R. C., & C., G. W. K. A. (2016). The role of tourist guides and their impacts on sustainable tourism development: A critique on Sri Lanka. Tourism, Leisure and Global Change, 3(July 2015).
Tjiptono, F., & Chandra, G. (2011). Service, Quality & Satisfaction. In Edisi 4.
So-Ra Jung, (2006). The perceived benefits of healthcare information construct and survey development. Thesis - B.S., Dankook University.
Suhaila Sufar, Anuar Talib, and Haris Hambali (2012). Towards a better Design: Physical Interior Environments of Public Libraries in Peninsular Malaysia. Procedia - Social and Behavioral Sciences. Vol. 42. pp. 131 – 143. ELSEFIER- Available online at www.sciencedirect.com.
Sugiyono. (2009). Metode Penelitian Bisnis. Cetakan Ketujuh, Alfabeta, Bandung – Indonesia.
Swan, J.E. and Oliver, R.L. (1989). “Postpurchase communications by consumers”. Journal of Retailing. Vol. 65. pp. 516-33.
Tao Zhou (2013). An empirical examination of continuance intention of mobile payment services. Decision Support Systems. Vol. 54. pp. 1085–1091. ELSEFIER- Decision Support Systems. journal homepage: www.elsevier.com/locate/dss.
Tjiptono, F. (2007). Perspektif manajemen dan pemasaran kontemporer. Yogyakarta: Penerbit Andi.
Tombs, Alastair., McColl-Kennedy, Janet R. (2002). Beyond the Servicescape: Customer to Customer Interactions in the Social Servicescape. ANZMAC Conference Proceedings.
Tomas G.M. Hult, (2001). Additional thoughts on international services marketing. Journal of Services Marketing. Vol. 15 (1). pp. 5-10.
Treasa Kearney, Joseph Coughlan, and Aileen Kennedy (2013). An Exploration of the Effects of the Servicescape on Customer and Employee Responses in a Grocery Retail ContextKeele Management School, Keele University, UK † College of Business, Dublin Institute of Technology, Aungier Street, Dublin 2
Tse D.K., and Wilton P.C., (1988). Expectation as a comparison standard in measuring service quality: An assessment of a reassessment. Journal of Marketing. Vol. 58. pp. 132-139.
Turley, L., & Milliman, R. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research. Vol. 49. 193-211.
Tumbel Altje L., (2010). Pengaruh Kebanggaan, Kepercayaan, Kualitas Layanan dan Nilai Konsumen Terhadap Kepuasan dan Perilaku Membeli Ulang Wanita Karir Pada Pasar Swalayan Di Manado. Disertasi. Universitas Hasanuddin-Makassar.
Vanessa Gaffar (2007). Customer Relationship Management and Marketing Public Relations. Bandung-Alfabeta
Véronique Aubert-Gamet, Servicescapes: From Modern Non-Places to Postmodern Common Places. Journal of Business Research. Vol. 44. pp. 37–45 (1999) ã 1998 Elsevier Science Inc. All rights reserved. ISSN 0148-2963/99/$–see front matter 655 Avenue of the Americas, New York, NY 10010 PII S0148-2963(97)00176-8.
Véronique Aubert-Gamet, (1996). Twisting servicescapes: diversion of the physical environment in a re-appropriation process. International Journal of Service Industry Management. Vol. 8 No. 1. pp. 26-41. © MCB University Press, 0956-4233.
Wakefield, L.K. and Blodgett G.J. (1996). “The effect of the servicescape on customer behavior intentions in leisure service setting”. Journal of Services Marketing. Vol. 10, No. 6. pp. 45-61.
Ward, J.C., Bitner, M.J., and Barnes, J. (1992). “Measuring the prototypicality and meaning of retail environments”. Journal of Retailing. Vol. 68, Pp. 194-220.
Westbrook, R.A., and Oliver R.L., (1991). The dimensionability of consumption emotional pattens and customer satisfaction. Journal of Consumer. Vol. 18 June, pp. 84-91.
Wolfinbarger Mary, Mary C. Gilly (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing. Vol. 79. pp. 183–198.
Yoon, M.H., and Suh J. (2003). “Organizational citizenship behaviors and service quality as external effectiveness of contact employee”. Journal of Business Research. Vol. 56. pp. 597-611.
Xiaoyu Chen, Steve Goodman, Justin Cohen, Johan Bruwer (tt). Wine tourists’ loyalty intentions: Toward an integrated behaviour model. [email protected]
Yangyang Gao (2016). The impact of guest room environment on customer perception: The case of economy hotels in guizhou province in china. Thesis - Faculty of California State Polytechnic University, Pomona.
Zeitham, V.A., and Bitner Mary Jo. (2000). Service marketing: integrating customer focus across the firm. Second Edition, USA, Boston: Irwin McGraw-Hill. Inc.
Zeitham, V.A., Berry L.L. and Parasuraman A. (1996). “The behavioral consequences of service quality”. Journal of Marketing. Vol. 60. April, pp. 31-46.
Zeitham, V.A., (1988). “Communication and control processes in the delivery of service quality”. Journal of Marketing. Vol. 52. No. 2. pp. 35-48.
Zikmund W.G. (1994). Business Research Methods. International Edition. USA: The Dryden Press.
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