Hari Muharam, Sufrin Hannan, Yerry Gerson Rumawak

Judul	:	RELATIONSHIP QUALITY OF SERVICE AND SERVICESCAPE WITH CUSTOMER SATISFACTION IN THE MAIN BRANCH OFFICE OF HEALTH IN BOGOR
Abstrak	:	The purpose of this study is to determine whether there is a relationship between service quality and servicescape with customer satisfaction both partially and together. The population in this study were customers of the Main Branch Office BPJS Health Bogor City as many as 457 customers, the sampling technique using the Slovin formula after 231 samples were obtained. The research instrument was a questionnaire. The collected data is then processed using simple and multiple correlation analysis techniques with the help of SPSS (Statistical Package for Social Science) software version 25.0. The results showed that: 1. Service quality is partially correlated positively to strong criteria with customer satisfaction, 2. Servicescape is partially strongly positively related to customer satisfaction, 3. Service quality and Servicescape together are positively highly correlated with customer satisfaction with correlation coefficient values equal to 0.830 then the functional relationship obtained by the equation Ŷ = 16.043 + 0.550X1 + 0.589X2 and the coefficient of determination or contribution of service quality and servicescape together with customer satisfaction of 0.688 or 68.6%.
Tahun	:	2020	Media Publikasi	:	Jurnal Nasional Terakreditasi B
Kategori	:	Jurnal	No/Vol/Tahun	:	1 / 4 / 2020
ISSN/ISBN	:	0976-3104
PTN/S	:	Universitas Pakuan	Program Studi	:	MANAJEMEN
Bibliography	:	Trantisna dan Prawitasari, Analisa Harapan dan Persepsi Penumpang terhadap Kualitas Makanan yang disediakan oleh Maskapai Penerbangan Domestik di Indonesia, Jurnal Manajemen Perhotelan. Volume 2 No. 1, Maret 2006. Durianto,Sugiarto dan Tony Sitinjak, 2001. Strategi Menaklukkan Pasar Melalui. Riset Ekuitas dan Perilaku Merek, PT. Gramedia Pustaka. Kotler, Philip dan Amstrong, Gerry. 2014. Prinsip-prinsip Marketing, Edisi Ketujuh, Penerbit.Salemba Empat, Jakarta. Budiyono. 2014. Statistika Dasar untuk Penelitian. Surakarta: FKIP UNS Press. Setiadi, Nugroho J. 2012. Perilaku Konsumen : Konsep dan Impilikasi Untuk Strategi dan Penelitian Pemasaran. Jakarta : Kencana. Kotler, Philip. 2010. Manajemen Pemasaran. PT Indeks. Jakarta. Kotler, Philip. 2012. Manajemen Pemasaran. PT Indeks. Jakarta. Basu Swasta dan T. Hani Handoko, 2008, Manajemen Pemasaran, Analisa Perilaku Konsumen, edisi pertama, cetakan keempat, Penerbit : BPFE, Yogyakarta Setiadi, Nugroho J. 2012. Perilaku Konsumen : Konsep dan Impilikasi Untuk Strategi dan Penelitian Pemasaran. Jakarta : Kencana. Schiffman, Leon G. and Kanuk, Leslie L. 2010. Consumer Behavior. Fifth Edition, Prentice-Hall Inc. New Jersey Kotler, Philip dan Amstrong, Gerry. 2014. Prinsip-prinsip Marketing, Edisi Ketujuh, Penerbit.Salemba Empat, Jakarta. Tjiptono, Fandy.2010. Strategi Pemasaran. Edisi kedua. Yogyakarta: ANDI. Yamit, Zulian, 2015, Manajemen Kualitas Produk dan Jasa. Edisi Pertama, cetakan keempat, Yogyakarta, Penerbit Ekonisia Fakultas Ekonomi UII. Stevenson, William J. 2010. Operations Management, 8th edition, McGraw-Hill. Suyanto, M. 2007. Marketing Strategy Top Brand Indonesia, Edisi 1, Yogyakarta, Penerbut Andi. Stanton, Wiliam J. 2011. Prinsip Pemasaran, Edisi ke-7, Jakarta, Penerbit Erlangga. Nasution, Nur. 2015. Manajemen Mutu Terpadu. 2015. Bogor. Ghalia Indonesia. Mulyadi. 2007. Sistem Perencanaan dan Pengendalian Manajemen, Jakarta, Penerbit Salemba Empat. Tjiptono, Fandy. 2008, Strategi Pemasaran. Edisi ke dua, penerbit Andi, Yogyakarta. Rangkuti, Freddy. 2008, The Power of Brands, Cetakan Ketiga, Jakarta; Gramedia Pustaka Utama. Stemvelt, Robert C, 2014. (Diterjemahkan oleh Purwoko) Perception of Service Quality. Allyn and Bacon, Massachusetts. Simamora, Bilson. 2013. “Memenangkan Pasar Dengan Pemasaran Efektif & Profitabel”, Jakarta PT Gramedia Pustaka Utama. Barata, Atep Adya. 2013. Dasar - Dasar Pelayanan Prima, Jakarta : PT Elex Media Komputindo. Hessel, Nogi S.Tangkilisan. 2007. Manajemen Publik. Jakarta: Grasindo Rangkuti, Freddy. 2008, The Power of Brands, Cetakan Ketiga, Jakarta; Gramedia Pustaka Utama. Indriyanti, Indriyanti (2013) Analisis Pengaruh Harga, Promosi, Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Buku Di Togamas Jl. Dr. Moewardi No. 21 Solo. Skripsi thesis, Universitas Muhammadiyah Surakarta. Nova Dhita Kurniasari, 2013, Analisis Pengaruh Harga, Kualitas Produk, Dan Kualitas Pelayanan Terhadap Keputusan Pembelian (Studi Kasus pada Konsumen Waroeng Steak & Shake Cabang Jl. Sriwijaya 11 Semarang), Kurniawan, Ferdy Zoel.2013. Pengaruh Haga, Produk, Lokasi Dan Pelayanan, Terhadap Keputusan Pembelian Pada Soto Angkring Mas Boed Spesial Ayam Kampung Semarang, Zain, Taufiq. Pengaruh Kualitas Layanan Dan Promosi Terhadap Kepuasan Dan Loyalitas Pelanggan Speedy Instan. Jurnal Ekonomi Akuntansi Dan Manajemen, [S.l.], v. 12, n. 2, feb. 2015. ISSN 2459 – 9816. .
URL	:	https://journal.unpak.ac.id/index.php/jhss/article/view/1905