analysis of Influence of Servicecape theater cinema 21 to Customer Loyalty in jakarta santo
STIE WIYATAMANDALA
santo.tjhin[at]wiyatamandala.ac.id
Abstract
The background of this research was to conduct a profound study of the HSQM views service quality as a three-tiered concept with interaction quality, physical environment quality as initial sub-dimensions. Thats why to calculate the theory and practice, size of service quality dimension need to be apply in various service industry because the last goal of every marketing business is to get high profit, so customer service have to give good service to their customer, they have to create satisfaction and if customer get satisfied so it will create customer loyalty.
The objectives of this research was : interaction quality influential to customer satisfaction, physical environment quality influential to customer satisfaction, customer satisfaction influential to purchase intention.
The design of this research applies a survey toward unit of analysis on theater cinema 21 to interview the customers for testing the hypotheses. Meanwhile the required data consist of four variables; interaction quality, physical environment quality, customer satisfaction, and purchase intention. The aggregate numbers of customer being respondent of the study are 200 repondent in jakarta. Data analysis used in this research was consists of Structural Equation Model by AMOS 6.0 as software.
The result of this research conclude that interaction had influential to customer satisfaction, physical environment quality had influential to customer satisfaction, and customer satisfaction had influential to purchase intention.
