A Study of Service Speed and Servicescape as a Basic Strategy to Improve Loyalty by Evaluating Customer Satisfaction at PT. Bank Mandiri Persero (Solo Branch)
DOI:
https://doi.org/10.24269/ekuilibrium.v16i2.2021.pp190-197Abstract This study aims to determine and analyze empirically the effect of service speed and servicescape on customer satisfaction and loyalty at PT. Bank Mandiri Persero (Solo Branch). The analysis technique used was the validity test and reliability test, linearity test, regression analysis, path analysis, t test, F test, determination coefficient test and correlation analysis. Hypothesis Test Results indicated that service speed has a positive and significant effect on customer satisfaction and servicescape has a positive and significant effect on customer satisfaction. Service speed has a positive and significant effect on customer loyalty. Servicescape has a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. The results of F in the second equation showed that the value of F = 288.445, with a significance of 0.000 <0.05, so it can be concluded together that the independent variables have a significant effect on customer loyalty at PT. Bank Mandiri Persero (Solo Branch). The results of the R2 value can be explained by the variable service speed, servicescape, and customer satisfaction as an intervening variable of 92.6% and the remaining 7.4% explained by other variables outside the research model in the form of interest rates, service quality, and so on. The results of the path analysis showed that: the indirect effect of service speed on loyalty is an effective route. The indirect effect of the servicescape on loyalty is an effective route. Based on these results, the use of customer satisfaction mediation is proven, so it is expected that PT. Bank Mandiri Persero (Solo Branch) pays more attention to the level of customer satisfaction in order to increase customer loyalty.
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Anggraeni, Y., Retnoningsih, D., & Wahib Muhaimin, A. (2019). the Influence of Satisfaction on Consumer Loyalty of Sumawe Coffee Malang. Agricultural Social Economic Journal, 19(01), 19–25. https://doi.org/10.21776/ub.agrise.2019.019.1.3
Asti, E., & Ayuningtyas, E. (2020). Pengaruh Kualitas Pelayanan, Kualitas Produk dan Harga terhadap Kepuasan Konsumen. EKOMABIS: Jurnal Ekonomi Manajemen Bisnis, 1(01), 1–14. https://doi.org/10.37366/ekomabis.v1i01.2
Chan, G. S. H., & Li, J. (2020). Re-Examination of Servicescape Model: Food Expectation and Patronage to Macau’s Restaurant from Chinese Visitors’ Perspectives. Journal of Service Science and Management, 13(03), 470–497. https://doi.org/10.4236/jssm.2020.133032
Dewi, S. N., & Riani, A. L. (2017). 1st International Conference on Islamic Civilization and Society ( ICICS ) ISSN : 2597 - 9177 1st International Conference on Islamic Civilization and Society ( ICICS ). Proceding:1st International Conference on Islamic Civilization Ans Society (ICICS), 1(1), 189–202.
Dharmmesta, B. S. (1999). Loyalitas Pelanggan: Sebuah Kajian Konseptual sebagai Panduan bagi Peneliti. Jurnal Ekonomi dan Bisnis Indonesia, 14(3), 73–88.
Haryanto, A. T., Haryono, T., Sri, H., & Sawitri, R. (2017). International Review of Management and Marketing Market Orientation, Learning Orientation and Small Medium Enterprises Performance: The Mediating Role of Innovation. International Review of Management and Marketing, 7(1), 484–491. Retrieved from http:www.econjournals.com.
Kusuma & Artanti, Y. (2020). Peran Online Customer Review, City Image dan Perceived Price terhadap Purchase Intention pada Wisata Kuliner Surabaya. Jurnal Manajemen dan Keuangan, 9(1), 88–100.
Morkunas, M., & Rudiene, E. (2020). The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States. Journal of Open Innovation: Technology, Market, and Complexity, 6(3). https://doi.org/10.3390/JOITMC6030077
Newman, A., Prajogo, D., & Atherton, A. (2016). The Influence of Market Orientation on Innovation Strategies. Journal of Service Theory and Practice, 26(1), 72–90. https://doi.org/10.1108/JSTP-02-2015-0044
Purnama, R. A., Andajani, E., Surabaya, U., & Korespondensi, P. (2020). Ekonomi dan Bisnis Pengaruh Servicescape terhadap Customer Loyalty Restoran Limited Service di Mc Donald’s Surabaya Online melalui Media Sosial kepada Orang – Orang yang pernah menggunakan Jasa. Ekonomi dan Bisnis, 6(2), 157–176.
Ramdani, A. L., Taufik, M., (2020). Pengaruh Dimensi Servicescape terhadap Kepuasan Pelanggan pada Perusahaan Daerah Air Minum (PDAM) Kabupaten Lumajang. Jobman: Journal of Organization and Busniness Management, 2(4), 211–216. Retrieved from http://jkm.stiewidyagamalumajang.ac.id/index.php/jrm/article/view/290
Rijae, Z. M., & Magnadi. (2018). Pengaruh Servicescape terhadap Kepuasan Konsumen (Studi pada Penumpang Keberangkatan Domestik di Bandara Ahmad Yani Semarang). DIPONEGORO JOURNAL OF MANAGEMENT, 7(1), 1–11.
Sciences, E., Yahui, L. V, Youliang, H., Zexiong, C., Jialin, L. I., Zemin, H., Saihua, H., Xiyan, J. I., & Sciences, E. (2020). Pengaruh Servicescape dan Kualitas Komunikasi terhadap Loyalitas Nasabah melalui Kepuasan Nasabah sebagai Variabel Intervening (Studi pada Nasabah Bank Tabungan Pensiunan Nasional Kantor Cabang Yogyakarta). Bisman, 3(2), 126–136.
Situmorang, S. H. (2018). Influence of Servicescape, Customer Satisfaction, WOM, and Social Media to Consumer Loyalty (Study Case Bali Beach). Advances in Economics, Business and Management Research (AEBMR), 46(Ebic 2017), 403–408. https://doi.org/10.2991/ebic-17.2018.62
Triono, B. S., Penawan, A., & Haryanto, A. T. (2020). Pengaruh Kualitas Produk dan Nilai Nasabah terhadap Kepuasan dan Loyalitas Nasabah Kredit pada PT. BPR Bank Daerah Sukoharjo. ProBank: Jurnal Ekonomi dan Perbankan, 5(1), 45–54. https://doi.org/10.36587/probank.v5i1.567
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Published
2021-10-18
How to Cite
Fatonah, S., Haryono, T., & Istyaningsih, P. W. (2021). A Study of Service Speed and Servicescape as a Basic Strategy to Improve Loyalty by Evaluating Customer Satisfaction at PT. Bank Mandiri Persero (Solo Branch). Ekuilibrium : Jurnal Ilmiah Bidang Ilmu Ekonomi, 16(2), 190–197. https://doi.org/10.24269/ekuilibrium.v16i2.2021.pp190-197
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