PENGARUH SERVICESCAPE DAN HOSPITALITY TERHADAP IMAGE PERPUSTAKAAN UNIVERSITAS KATOLIK SANTO THOMAS MEDAN
Keywords:
Servicesacpe, Hospitality, ImageAbstract
The purpose of this research is to find out and analyze servicescape that has an effect on image, hospitality has an effect on image, and servicescape and hospitality have simultaneously had an effect on image on the library of the Catholic University of Santo Thomas Medan. The research method used is a quantitative descriptive research method. . The population in this study were all active students in the 2022/2023 Academic Year, totaling 6,540 people. The technique for determining the sample in this study used Propotionate Stratified Random Sampling. As for determining the number of samples (n) used is referring to the Slovin approach. From the results of calculating the number of samples used in this study, there were 98 respondents. The scale of data measurement in this study used a Likert scale. The data analysis technique used is instrument test, classical assumption test, multiple linear regression analysis, hypothesis testing and coefficient of determination test (R2). The results of the study show that (1) the servicescape variable has a positive and significant effect on the image, (2) the hospitality variable has a positive and significant effect on the image, and (3) the servicescape and hospitality variables simultaneously have a positive and significant effect on the image of the Library of the Catholic University of Santo Thomas Medan .Warning: Invalid argument supplied for foreach() in /opt/lampp/htdocs/ojs/plugins/generic/usageStats/UsageStatsPlugin.inc.php on line 788
Downloads
References
Alma, Buchari. 2003. Pemasaran Startejik Jasa Pendidikan. Bandung: Alfabeta
Bitner, M.J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
Djunaidi dan Subagyo, Heri. 2020. Pengaruh Servicescape dan Brand Image Terhadap Kepuasan Konsumen di SK Lab Kota Kediri. Jurnal Ekonika: Jurnal Ekonomi Universitas Kediri. 5(1), Pg. 1-18
Duyar, I., & Gumussoy, C.A. (2017). Hospitality as a determinant of customer satisfaction and loyalty: An application on the library services. International Journal of Information and Learning Technology, 34(1), 1-1
Hadi, M., & Wibowo, M.A. (2018). Pengaruh hospitality dan kepercayaan terhadap kepuasan pengguna perpustakaan. Jurnal Ilmu Perpustakaan dan Informasi, 5(2), 121-130.
Hermawan, Hary,et.al. 2018. Manajemen Hospitality. Pekalongan: PT. Nasya Expanding Management
Hossain, M.A., Rahman, M.M., & Khan, M.M. (2017). Effect of Servicescape on Customer Satisfaction in Public Libraries: A Study on Central Public Library, Dhaka. Journal of Education and Practice, 8(4), 50-59.
Kiani, M.H. (2015). Impact of Service Quality and Servicescape on Customer Satisfaction: A Study of Libraries in Lahore, Pakistan. Library Philosophy and Practice (e-journal), 1282.
Kim, J.W., Kim, Y.K., & Lee, K.H. (2019). The impact of public library service quality on library patronage intention: Focusing on the mediating effects of customer satisfaction and perceived value. Journal of Librarianship and Information Science, 51(3), 767-779.
Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64.
Kotler, Philip. 2009. Manajemen Pemasaran, Jakarta: Indeks
Liu, M.T., Wong, I.A., & Wan, Y.K.P. (2019). A comparative study of the public library service quality and satisfaction between Hong Kong and Taiwan: The impact of hospitality. Journal of Hospitality, Leisure, Sport & Tourism Education, 25, 44-54.
Nurjanah, Ita, et.al. 2019. Peran General Store Section Dalam Mendukung Mutu Pelayanan Usaha Hotel. Jurnal Media Wisata. 17(1), Pg. 1123-1131
Prawiranata, Adi,et.al. 2016. Pengaruh keramahtamahan dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Survei Pada Pelanggan Villa Agrowisata Kebun The Wonosari Lawang, Malang). Jurnal Administrasi Bisnis (JAB). 32(1). Pg. 114-120
Ruslan, Rosady. 2010. Manajemen Public Relations & Media Komunikasi. Jakarta: PT. Raja Grafindo
Sulthony, Zumri. 2014. Pengaruh Bauran Promosi Terhadap Pembentukan Citra Wisata Budaya Berastagi Kabupaten Karo Provinsi Sumatera Utara. Jurnal Manajemen dan Bisnis. 14(02). Pg. 116
Wartama, I.K.A., dan Thahrir, H. 2021. Pengaruh Servicescape Terhadap Pelanggan Menggunakan Jasa Barbershop Di Kota Palu. Jurnal Ilmu Manajemen Universitas Tadaluko (JIMUT), 7(4), Pg. 310-320
Webster, K. 2000. Environmental Management in the Hospitality Industry: A Guide for Students and Managers. Cengage Learning: EMEA
Wijaya, Chandra. 2022. Pengaruh Kualitas Layanan dan Servicescape Terhadap Kepuasan Pelanggan Pada Wisma Berlian Di Tanjung Batu Kundur. Batam: Universitas Putera Batam
Panjaitan, Valentino. 2016. Analisis Indikator Daya Saing Industri Pariwisata Di Kabupaten Samosir. Skripsi. Medan : Universitas Sumatera Utara
Porter, Michael E. 2008. Strategi Bersaing (competitive strategy). Tangerang : Karisma Publishing Group
Senjaya,V.et.al. 2013. Pengaruh Customer Experience Quality Terhadap Customer Satisfaction dan Customer Loyalty Di Café Excelso Tunjungan Plaza Surabaya : Perspektif B2c. Manajemen Pemasaran Petra. Vol.1 No.1 Hal. 1-5
Siyoto, Sandu & Ali Sodik. 2015. Dasar Metodologi Penelitian. Yogyakarta : Literasi Media Publishing
Sugiyono. 2014. Cara Mudah Menyusun : Skripsi, Tesis & Disertasi. Bandung : Alfabeta
Sugiyono. 2017. Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung : Alfabeta
Suliyanto. 2011. Ekonometrika Terapan. Yogyakarta : Andi Offset
Tyrväinen, O., Karjaluoto, H., & Saarijärvi, H. 2020. Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail. Journal of Retailing and Consumer Services, 57, 102233
Wardhana, R. E. 2016. Pengaruh Customer Experience terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai variabel Intervening (Studi pada konsumen Mie Rampok Tahanan Surabaya). Jurnal Ilmu Manajemen Vol. 4 No.3
Yunika. 2017. Daya Saing Ekspor Industri Alas Kaki Antara Indonesia Dan China Di Pasar Amerika Serikat Tahun 2011-2014. Jurnal Ilmu Sosial dan Ilmu Politik. Vol. 4 No. 2 h.3
