Pengaruh Kualitas Pelayanan, Servicescape, Dan Lokasi Terhadap Kepuasan Konsumen Pada Sunrise Mall Mojokerto

Abstract

Abstract

 

The mall is a closed building that is used for shopping with a regulated temperature and there are small shops facing each other. Society as consumers will tend to shop in places that are free to make choices, such as places where there are shops that sell similar goods. The purpose of this study was to determine and analyze the effect of service quality, servicescape, and location on customer satisfaction at Sunrise Mall. The population in this research is the consumers of Sunrise Mall in Mojokerto whose number is unknown. The approach method uses a non-probability sampling technique, namely purposive sampling which is a sample collection technique based on certain criteria using a questionnaire distributed to 80 respondents and using the SPSS analysis tool. The results showed that partially service quality, servicescape, and location had a positive and significant impact on customer satisfaction. Simultaneously service quality, servicescape, and location have a positive and significant impact on customer satisfaction.

 

Keywords: Service quality, servicescape, location, customer satisfaction