Pengaruh elemen servicescapes terhadap kepuasan pelanggan pusat membeli-belah

Shopping mall is a commercial property which is often visited by public whose primary function not only markets the products, but also involved the service concept. The concept of service-oriented is the main trading activities. Therefore, the facilities manager is required to emphasize the system s...

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主要作者: Juhari, Nur Hafizah
格式: Thesis
语言:English
出版: 2014
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在线阅读:http://eprints.utm.my/id/eprint/48567/1/NurHafizahBintiJuhariMFGHT2014.pdf
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spelling my-utm-ep.485672017-08-08T01:35:26Z Pengaruh elemen servicescapes terhadap kepuasan pelanggan pusat membeli-belah 2014 Juhari, Nur Hafizah HF Commerce Shopping mall is a commercial property which is often visited by public whose primary function not only markets the products, but also involved the service concept. The concept of service-oriented is the main trading activities. Therefore, the facilities manager is required to emphasize the system service to ensure customer satisfaction. Servicescapes is noteworthy as it is one of the factors that can attract the customers or can make them keep away from visiting the mall based on ambient conditions, layout and function space, and symbols and artifacts. Among the issues arise are unappealing atmosphere, the condition of internal facilities, lack of parking and disable facilities, unattractive arrangement layout, and fewer attractions and characterless of landscape and theme. Thus, the purpose of this study is to identify the influences of shopping mall’s servicescapes through customer satisfaction. Besides that, this study also aims to recognize the difference of customer satisfaction through shopping mall’s servicescapes towards various types of shopping malls and to determinate elements of servicescapes by types based on customer satisfaction. Questionnaires were used to collect the data at five different concept of shopping malls with the total respondents of 419. The data were analyzed using descriptive analysis and Analysis of Variance. The results obtained show that servicescapes elements such as ambient factors and symbols and artifacts are at a high satisfaction level while the elements in the layout and functionality factors recorded moderate level of satisfaction. Shopping malls in different types produce different levels of satisfaction. There are different levels of satisfaction on servicescapes between different types of shopping malls. 2014 Thesis http://eprints.utm.my/id/eprint/48567/ http://eprints.utm.my/id/eprint/48567/1/NurHafizahBintiJuhariMFGHT2014.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:80508?queryType=vitalDismax&query=Pengaruh+elemen+servicescapes+terhadap+kepuasan+pelanggan+pusat+membeli-belah&public=true masters Universiti Teknologi Malaysia, Faculty of Geoinformation and Real Estate Faculty of Geoinformation and Real Estate
institution Universiti Teknologi Malaysia
collection UTM Institutional Repository
language English
topic HF Commerce
spellingShingle HF Commerce
Juhari, Nur Hafizah
Pengaruh elemen servicescapes terhadap kepuasan pelanggan pusat membeli-belah
description Shopping mall is a commercial property which is often visited by public whose primary function not only markets the products, but also involved the service concept. The concept of service-oriented is the main trading activities. Therefore, the facilities manager is required to emphasize the system service to ensure customer satisfaction. Servicescapes is noteworthy as it is one of the factors that can attract the customers or can make them keep away from visiting the mall based on ambient conditions, layout and function space, and symbols and artifacts. Among the issues arise are unappealing atmosphere, the condition of internal facilities, lack of parking and disable facilities, unattractive arrangement layout, and fewer attractions and characterless of landscape and theme. Thus, the purpose of this study is to identify the influences of shopping mall’s servicescapes through customer satisfaction. Besides that, this study also aims to recognize the difference of customer satisfaction through shopping mall’s servicescapes towards various types of shopping malls and to determinate elements of servicescapes by types based on customer satisfaction. Questionnaires were used to collect the data at five different concept of shopping malls with the total respondents of 419. The data were analyzed using descriptive analysis and Analysis of Variance. The results obtained show that servicescapes elements such as ambient factors and symbols and artifacts are at a high satisfaction level while the elements in the layout and functionality factors recorded moderate level of satisfaction. Shopping malls in different types produce different levels of satisfaction. There are different levels of satisfaction on servicescapes between different types of shopping malls.
format Thesis
qualification_level Master's degree
author Juhari, Nur Hafizah
author_facet Juhari, Nur Hafizah
author_sort Juhari, Nur Hafizah
title Pengaruh elemen servicescapes terhadap kepuasan pelanggan pusat membeli-belah
title_short Pengaruh elemen servicescapes terhadap kepuasan pelanggan pusat membeli-belah
title_full Pengaruh elemen servicescapes terhadap kepuasan pelanggan pusat membeli-belah
title_fullStr Pengaruh elemen servicescapes terhadap kepuasan pelanggan pusat membeli-belah
title_full_unstemmed Pengaruh elemen servicescapes terhadap kepuasan pelanggan pusat membeli-belah
title_sort pengaruh elemen servicescapes terhadap kepuasan pelanggan pusat membeli-belah
granting_institution Universiti Teknologi Malaysia, Faculty of Geoinformation and Real Estate
granting_department Faculty of Geoinformation and Real Estate
publishDate 2014
url http://eprints.utm.my/id/eprint/48567/1/NurHafizahBintiJuhariMFGHT2014.pdf
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