IMPLEMENTATION OF AMBIENT CONDITION, SPATIAL LAYOUT AND FUNCTIONALITY AND SIGN SYMBOLS AND ARTIFACTS IN IMPROVING CUSTOMER SATISFACTION AND CUSTOMER LOYALTY JANJI JIWA & JIWA TOAST
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Published:
Aug 19, 2021
Keywords:
SERVICESCAPE, AMBIENT CONDITION, SPATIAL LAYOUT AND FUNCTIONALITY, SIGN SYMBOLS AND ARTIFACTS, CUSTOMER SATISFACTION, CUSTOMER LOYALTY
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Computer Science
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Abstract
In the current era of globalization, it encourages intense competition in all areas of business, especially coffee shops which are growing rapidly. The development of trends in a coffee shop with certain characteristics triggers intense competition among operators of coffee shops. In terms of creating a competitive advantage, coffee shops must also focus on customer satisfaction. With the new habits, people are currently changing old habits to meet their needs, one of which is the demand for food tends to fast-food restaurants, cafes, or coffee shops. This research is a survey of Serious Janji Jiwa & Jiwa Toast consumers in Medan. The sampling technique uses accidental sampling of 180 people. Data analysis use path analysis. The data were processed using Smart PLS, The results of this study indicate that the ambient condition, spatial layout and functionality, and sign of symbols and artifacts have a significant on customer satisfaction and customer loyalty
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Azmi, A. (2021) “IMPLEMENTATION OF AMBIENT CONDITION, SPATIAL LAYOUT AND FUNCTIONALITY AND SIGN SYMBOLS AND ARTIFACTS IN IMPROVING CUSTOMER SATISFACTION AND CUSTOMER LOYALTY JANJI JIWA & JIWA TOAST”, Jurnal Mantik, 5(2), pp. 1184-1191. Available at: https://iocscience.org/ejournal/index.php/mantik/article/view/1450 (Accessed: 17June2026).
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[25] Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology and Marketing, 21(10), 799–822. https://doi.org/10.1002/mar.20030
[26] Yulianto, N, Rahadhini, M, D. & S. (2017). Pengaruh ambient condition, space and functionality dan use of sign, symbols and artifacts terhadap kepuasan dan loyalitas konsumen. Ekonomi Dan Kewirausahaan, 17(4), 517–527.
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[2] Berry, L. L., Wall, E. A., & Carbone, L. P. (2006). Service clues and customer assessment of the service experience: Lessons from marketing. Academy of Management Perspectives, 20(2), 43–57. https://doi.org/10.5465/AMP.2006.20591004
[3] Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing. https://doi.org/10.2307/1252042
[4] Fitzsimmons, J.A. & Fitzsimmons, M, J. (2011). Service Management:Operation, Strategy, Information Technology (7th Editio). The Mc Graw Hill: International Edition.
[5] Griffin, E. (2011). A First Look At Communication Theory (8th Editio). Mc Graw Hill.
[6] Hanaysha, J. (2016). The Importance of Social Media Advertisements in Enhancing Brand Equity: A Study on Fast Food Restaurant Industry in Malaysia. International Journal of Innovation and Technology Management, 7(2), 46–51. https://doi.org/10.18178/ijimt.2016.7.2.643
[7] Juliana, & Noval, T. (2020). Pengaruh Servicescape terhadap Loyalitas Konsumen Di Restoran Chakra The Breeze Bumi Serpong Damai. Jurnal Ecomedia: Jurnal Ekonomi, Manajemen Dan Bisnis Universitas Bina Sarana Informatika, 4(1), 1–12.
[8] Kotler, P &Keller, K, L. (2016). Marketing-Management. In Marketing-Management (15E ed.). Pearson Education in South Asia.
[9] Lee, S. Y., & Kim, J. H. (2014). Effects of servicescape on perceived service quality, satisfaction and behavioral outcomes in public service facilities. Journal of Asian Architecture and Building Engineering, 13(1), 125–131. https://doi.org/10.3130/jaabe.13.125
[10] Lovelock, C & Wirtz, J. (2018). Essentials of Service Marketing (3rd Edtion). Pearson Education Limited.
[11] Maeng, H.-K., & Park, J.-W. (2015). A study on the effect of the physical environment in an airplane on customer loyalty. Journal of Airline and Airport Management, 5(2), 81–100. https://doi.org/10.3926/jairm.47
[12] Manoppo, F. (2013). Kualitas Pelayanan, Dan Servicescape Pengaruhnya Terhadap Kepuasan Konsumen Pada Hotel Gran Puri Manado. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 1(4), 1341–1348. https://doi.org/10.35794/emba.v1i4.2913
[13] Musnaini. (2019). HUBUNGAN KONSTRUK SERVICESCAPE DAN KEPUASAN KONSUMEN COFFE SHOP DI KOTA JAMBI. Kompetensi, 13(1), 34–43. https://doi.org/https://doi.org/10.21107/kompetensi.v13i1.6821
[14] Oktafani, F., Suryawardani, B., & Riezkya, A. D. (2016). GROUNDZERO ’ S CAFE BANDUNG CUSTOMER SATISFICATION INFLUENCE ON. 535–541.
[15] Ongkohadi, Y. (2014). Perancangan Interior Magnum Kafe di Surabaya. 2(2), 421–425. https://media.neliti.com/media/publications/92929-ID-perancangan-interior-magnum-kafe-di-sura.pdf
[16] Pratama, meika puta, & Setyorini, R. (2015). Pengaruh Servicescape Terhadap Kepuasan Konsumen Kafe Roti. 2(1), 749–757.
[17] Putri, E. N., Sunarti, & Pangestuti, E. (2018). PENGARUH SERVICESCAPE TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN (Survei pada Pelanggan Toko Oen Malang). Jurnal Administrasi Bisnis, 62(1), 63–72. http://administrasibisnis.studentjournal.ub.ac.id/index.php/jab/article/view/2650
[18] Rachman, R. A., & Kusuma, H. E. (2014). Definisi Kebetahan dalam Ranah Arsitektur dan Lingkungan- Perilaku. 1, 55–60.
[19] Rashid, N. M., Ma’amor, H., Ariffin, N., & Achim, N. (2015). Servicescape: Understanding how Physical Dimensions Influence Exhibitors Satisfaction in Convention Centre. Procedia - Social and Behavioral Sciences, 211(February 2017), 776–782. https://doi.org/10.1016/j.sbspro.2015.11.167
[20] Setiawardani, M. (2021). Peran Servicescape Terhadap Peningkatan Loyalitas Pelanggan ( Kajian Empiris terhadap Pelanggan Yumaju Coffee ). Jurnal Riset Bisnis Dan Inovasi, 7(1), 10–21.
[21] Shashikala R., S. R. (2013). Building Consumer Loyalty through Servicescape in Shopping Malls. IOSR Journal of Business and Management, 10(6), 11–17. https://doi.org/10.9790/487x-1061117
[22] Situmorang, S, H. (2017). Riset Pemasaran. Usu Press.
[23] Sugiyono. (2013). Metode Penelitian Kuantitatif, Kualitatif dan R&D (19th editi). Alfabeta.
[24] Tjiptono, F. (2018). Strategi Pemasaran dan Perspektif Perilaku Konsumen. PT. Penerbit IPB Press.
[25] Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology and Marketing, 21(10), 799–822. https://doi.org/10.1002/mar.20030
[26] Yulianto, N, Rahadhini, M, D. & S. (2017). Pengaruh ambient condition, space and functionality dan use of sign, symbols and artifacts terhadap kepuasan dan loyalitas konsumen. Ekonomi Dan Kewirausahaan, 17(4), 517–527.
[27] Zeithaml, V, A, Bitner, M, J & Gremler, D, D. (2018). Services marketing (Seventh Ed). Mc Graw Hill Education. https://linkinghub.elsevier.com/retrieve/pii/S0007681308000098
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