| NIM | C1K011024 |
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| Namamhs | FIRLIANTI EKA PUTRI |
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| Judul Artikel | THE IMPACT OF SERVICE EXPERIENCE AND CUSTOMER SATISFACTION TOWARDS REPATRONAGE INTENTION IN SHELL GAS STATION AT GRAND WISATA BEKASI |
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| Abstrak (Bhs. Indonesia) | Penelitian ini menganalisis pengaruh pengalaman layanan di SPBU Shell di re-patronase niat pelanggan, yaitu, keinginan pelanggan untuk melakukan pembelian ulang. Pengalaman pelayanan meliputi tiga aspek: servicescape, kerja karyawan, dan layanan inti. Dampak pengalaman layanan pada respons emosional, kepuasan dengan nilai yang dirasakan, dan niat ulang patronase dibahas. Pertama, di-Shell wawancara pompa bensin dengan daerah manajer senior adalah untuk mengidentifikasi layanan inti di SPBU Shell. Kedua, metode SEM digunakan untuk menguji hipotesis penelitian. Hasil analisis dari 143 sampel dapat disimpulkan bahwa pengalaman layanan memiliki efek positif pada respons emosional, dan dua aspek pengalaman layanan yang layanan scape dan layanan inti memiliki efek positif pada nilai yang dirasakan, sementara layanan karyawan tidak berpengaruh pada nilai yang dirasakan. Respon emosional dan nilai yang dirasakan memiliki efek positif pada kepuasan pelanggan terhadap niat ulang patronase. |
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| Abtrak (Bhs. Inggris) | This paper analyze the effect of service experience at Shell gas station on the customer’s re-patronage intentions, that is, the customer’s desire to make a repeat purchase. Service experience covers three aspects: servicescape, employee service, and core service. The impact of service experience on emotional response, satisfaction with perceived value, and re-patronage intentions are discussed. First, in-Shell gas station interviews with senior managers areas is to identify core service at Shell gas station. Second, the SEM method is used to test the hypotheses of the study. The analysis result of 143 sample can be concluded that service experience have a positive effect on emotional response, and the two aspects of service experience which are service scape and core service have a positive effect on perceived value, while the employee service have no effect on perceived value. The emotional response and perceived value have a positive effect on customer’s satisfaction towards re-patronage intention. |
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| Kata kunci | Servicescape, Employee Service, Core Service, Perceived Value, Emotional Response, Customer’s Satisfaction, Re-patronage Intention. |
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| Pembimbing 1 | Prof. Dr. Agus Suroso, MS. |
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| Pembimbing 2 | Weni Novandari, SE, M.M. |
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| Pembimbing 3 | Prof. Dr. Suliyanto, SE.,M.M |
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| Tahun | 2015 |
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| Jumlah Halaman | 18 |
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| Tgl. Entri | 2015-05-25 18:09:08.019667 |
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