PERAN SERVICESCAPE DALAM PENYELENGGARAAN SEBUAH EVENT
Studi Kasus : 8th Annual National Guiding Competition 2018
Abstract
This research analyzes the role of servicescape in organizing an event. The unit analysis is an event organized by the Travel Industry Management Study Program, School of Hospitality and Tourism, Universitas Pelita Harapan, namely the 8th Annual National Guiding Competition 2018. The main objective of this research is to see the effect of servicescape on the satisfaction of stakeholders of the guiding competition event. Sampling was done by means of simple random sampling. The data obtained to analyze the independent variable (servicescape) on the dependent variable (satisfaction). The results showed that the servicescape had a significant effect on the satisfaction of the stakeholders of the guiding competition event.
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References
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Wagen, Lynn Van Der and Carlos, Brenda R. (2005). Event Management for Tourism, Cultural, Business, and Sporting Event. New Jersey: Pearson Prentice Hall.
Zeithaml, Valarie A., Bitner, Mary Jo, and Gremler, Dwayne D. (2009). Services Marketing. New York: McGraw-Hill.
Bitner, Mary Jo (1992). Servicescape: The Impact of Physical Surroundings on Customers and Employees, Journal of Marketing, 55, 57-71.
Fitzsimmons, James A. And Fitzsimmons, Mona J. (2011). Service Management: Operations, Strategy, Information Technology. New York: McGraw-Hill.
Getz, Donald (2007). Event Tourism: Definition, Evolution, and Research, Tourism Management, 29 (2008), 403-428.
Ghozali, H. Imam, Prof. Dr. (2006). Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro.
Goldblatt, Joe, Dr. CSEP. (2008). Special Events: The Roots and Wings of Celebration. New Jersey: John Wiley & Sons, Inc.
Hightower, Roscoe (2010). Commentary on Conceptualizing The Servicescape Construct in ‘A Study of The Service Encounter in Eight Countries’, Marketing Management Journal, 20 (1), 76-86.
Lind, Douglas A., Marchal, William G., and Wathen, Samuel A. (2012). Statistical Techniques in Business & Economics. New York: McGraw-Hill.
Malhotra, Naresh K. (2010). Marketing Research: An Applied Orientation. New Jersey: Pearson Education.
Matthews, Doug (2008). Special Event Production: The Process. Great Britain: Elsevier.
Rangkuti, Freddy (2009). Riset Pemasaran. Jakarta: PT Gramedia Pustaka Utama.
Raza, Kiran (2013). Impact of Servicescape on Cusomer Satisfaction, International Journal of Economics, Business and Social Sciences, 1 (1), 47-66.
Sekaran, Uma and Bougie, Roger (2010). Research Methods for Business: A Skill Building Approach. United Kingdom: Wiley.
Torres, Edwin N. And Kline, Sheryl (2006). From Satisfaction to Delight: A Model for The Hotel Industry, International Journal of Contemporary Hospitality Management, 18 (4), 290-301.
Wagen, Lynn Van Der and Carlos, Brenda R. (2005). Event Management for Tourism, Cultural, Business, and Sporting Event. New Jersey: Pearson Prentice Hall.
Zeithaml, Valarie A., Bitner, Mary Jo, and Gremler, Dwayne D. (2009). Services Marketing. New York: McGraw-Hill.
Published
2020-12-30
How to Cite
THEODORA MULYONO, Stephanie.
PERAN SERVICESCAPE DALAM PENYELENGGARAAN SEBUAH EVENT.
Jurnal IPTA (Industri Perjalanan Wisata), [S.l.], v. 8, n. 2, p. 266-272, dec. 2020.
ISSN 2548-7930.
Available at: <https://ojs.unud.ac.id/index.php/pariwisata/article/view/68753>. Date accessed: 27 apr. 2024.
doi: https://doi.org/10.24843/IPTA.2020.v08.i02.p11.
Section
Article
