THE INFLUENCE OF SERVICESCAPE ON CUSTOMERS ENGAGEMENT THROUGH CUSTOMER SATISFACTION AT BRASTAGI COTTAGE
Main Article Content
Tri Putri Br Purba
Arlina Nurbaity Lubis
Beby Karina Fawzeea Sembiring
This study aims to determine and analyze the influence of customer experience on customer engagement through customer satisfaction at Brastagi Cottage. This study is an associative study and the type of data used is quantitative data. The population in this study is Brastagi Cottage customers whose number is unknown. The number of samples in this study was 140 respondents. The sampling technique used purposive sampling with the criteria of Brastagi Cottage customers who have stayed more than 1 time. The data analysis used is structural equation modeling. The results of this study indicate that customer experience directly have a positive and significant effect on satisfaction and customer engagement at Brastagi Cottage. Indirectly, servicescape and customer experience have a positive and significant effect on customer engagement through customer satisfaction at Brastagi Cottage.
Aaker, D. A., V. Kumar, R. P. Leone, and G. S. Day. 2019. Marketing Research (11th ed.). Wiley India Pvt. Ltd.
Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2020). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691-1705
Afwan, A., Indah, D. R., & Rahman, M. (2024). Pengaruh Pengalaman Pelanggan, Nilai Pelanggan Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Rumah Photo Di Kota Langsa. Journal of Economic, Business and Engineering (JEBE), 5(2), 346-353
Ahmad, F., Mustafa, K., Hamid, S. A. R., Khawaja, K. F., Zada, S., Jamil, S., Qaisar, M. N., Vega-Muñoz, A., Contreras-Barraza, N., & Anwer, N. (2022). Online Customer Experience Leads to Loyalty via Customer Engagement: Moderating Role of Value Co-creation. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.897851
Al-Adwan, A. S., Kokash, H., Al Adwan, A., Alhorani, A., Yaseen, H., & Adwan, A. (2020). Building customer loyalty in online shopping: the role of online trust, online satisfaction and electronic word of mouth. In Int. J. Electronic Marketing and Retailing (Vol. 11, Issue 3).
Amer, S. M., & Rakha, S. A. (2022). How servicescape unleash customer engagement behaviors through place attachment: an investigation in a non-Western context. Cogent Business and Management, 9(1). https://doi.org/10.1080/23311975.2022.2055443
Amer, Sally Mohamed, and Soliman Atef Rakha. 2022. "How servicescape unleash customer engagement behaviors through place attachment: an investigation in a non-Western context." Cogent Business & Management 9 (1): 2055443.
Ananda, S., Kumar, R. P., & Singh, D. (2023). A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector. Journal of Financial Services Marketing, 28(3), 570-584
Becker, Larissa, and Elina Jaakkola. 2020. "Customer experience: fundamental premises and implications for research." Journal of the Academy of Marketing Science 48: 630-648.
Behnam, Mohsen, Linda D. Hollebeek, Moira K. Clark, and Reza Farabi. 2021. "Exploring customer engagement in the product vs. service context." Journal of Retailing and Consumer Services 60: 102456.
Bitner, M. 1992. "Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses." Journal of Marketing 54 (2): 69-82.
Dedeoglu, B. B., A. Bilgihan, B. H. Ye, P. Buonincontri, and F. Okumus. 2018. "The impact of servicescape on hedonic value and behavioral intentions: The importance of previous experience." International Journal of Hospitality Management 72: 10–20.
Felita, Christina Irene. 2015. "Analisa pengaruh customer experience terhadap customer loyalty dengan customer engagement dan customer trust sebagai variabel intervening di the body shop." Jurnal Strategi Pemasaran 3 (1): 1-10.
Fernando, G. P., David, P. C., & Sergio, A. B. (2023). Effect of service experience, engagement and satisfaction on the future intentions of customers of a sports services. Heliyon, 9(7). https://doi.org/10.1016/j.heliyon.2023.e17850
Ghozali, Imam. 2016. Aplikasi Analisis Multivariate Dengan Program IBM SPSS 23. Semarang: Universitas Diponegoro.
—. 2021. Partial Least Squares Konsep, Teknik, dan Aplikasi Menggunakan Program SmartPLS 3.2.9 Untuk Penelitian Empiris (3rd ed.). Universitas Diponegoro.
Giahchin, Mehdi, and Amir Ekhlassi. 2013. "Offering a model for measuring service brand equity in the field of services: Testing and implementation in a virtual university." New Marketing Research Journal 3 (2): 191-206.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) Third Edition (3rd ed.). SAGE Publications, Inc.
Hair, J. F., D. J. Ortinau, and D. E. Harrison. 2021. Essentials of Marketing Research (5th ed.). McGraw-Hill Education.
Hardani, N. H. Auliya, H. Andriyani, R. A. Fardani, J. Ustiawaty, E. F. Utami, D. J. Sukmana, and R. R. Istiqomah. 2020. Metode Penelitian Kualitatif & Kuantitatif (H. Abadi, Ed.). CV. Pustaka Ilmu.
Harrigan, Paul, Uwana Evers, Morgan P. Miles, and Tim Daly. 2018. "Customer engagement and the relationship between involvement, engagement, self-brand connection and brand usage intent." Journal of Business Research 88: 388-396.
Hollebeek, Linda D. 2019. "Developing business customer engagement through social media engagement-platforms: An integrative S-D logic/RBV-informed model." Industrial Marketing Management 81: 89-98.
Hollebeek, Linda D., Mark S. Glynn, and Roderick J. Brodie. 2014. "Consumer brand engagement in social media: Conceptualization, scale development and validation." Journal of interactive marketing 28 (2): 149-165.
Jeloudarlou, NasarAmini, Samad Aali Somayyeh, Mohamad Faryabi, and Alireza Bafandeh Zendeh. 2022. "The effect of servicescape on customer engagement: The mediating role of customer experience." Journal of Quality Assurance in Hospitality & Tourism 23 (2): 318-344.
Kotler, Philip, Gary Armstong, and Marc Oliver Opresnik. 2021. Principles of Marketing 18e Global Edition. Edited by Linda Albelli. Pearson Education Limited.
Kumar, R. P., Banerjee, A., Al-Salti, Z., & Ananda, S. (2024). Technology acceptance model and customer engagement: mediating role of customer satisfaction. J Financ Serv, 1062–1076.
Lemke, F., M. Clark, and H. Wilson. 2010. "Customer experience quality: An exploration in business and consumer contexts using repertory grid technique." Journal of the Academy of Marketing Science 39 (6): 846- 869.
Lemke, Fred, Moira Clark, and Hugh Wilson. 2006. "What makes a great customer experience.". Henley Centre for Customer Engagement.
Li, Shuhao. 2021. "Linking servicescape and customer engagement: An investigation in the hotel context." International Journal of Hospitality Management 94: 102880.
Lin, I. Y. 2016. "Effects of visual servicescape aesthetics comprehension and appreciation on consumer experience." Journal of Services Marketing 30 (7): 692–712.
Li, S. and Wei, M. (2021), "Hotel servicescape and customer citizenship behaviors: mediating role of customer engagement and moderating role of gender", International Journal of Contemporary Hospitality Management, Vol. 33 No. 2, pp. 587-603. https://doi.org/10.1108/IJCHM-07-2020-0656
Majeed, M., Asare, C., Fatawu, A., & Abubakari, A. (2022). An analysis of the effects of customer satisfaction and engagement on social media on repurchase intention in the hospitality industry. Cogent Business & Management, 9(1), 2028331.
Morkunas, M., & Rudienė, 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), 77.
Muiyuro, M. W. (2024). The Effect of servicescape on customer satisfaction: A study of tier one banks in Nairobi County [Strathmore University]
Nugroho, R. A., & Suprapti, N. W. S. (2022). The Role of Customer Engagement in Mediating the Influence of Brand Experience and Customer Satisfaction on the Customer Loyalty of Full-Service Airline in Indonesia. Journal of Business and Management Review, 3(2), 138–157. https://doi.org/10.47153/jbmr32.3132022
Permadi, Andrie, and Sukardi Silalahi. 2021. "The Effect of Customer Experience and Customer Engagement Through Customer Loyalty on Sales Revenue Achievement at PT United Tractors." Emerging Markets: Business and Management Studies Journal 9 (1): 1-17.
Sanny, L., K. Larasathy, R. Claudia, and B. Widarman. 2019. "The customer satisfaction of online transportation in Indonesia." Journal of Physics: Conference Series 1175 (1).
Santini, de Oliveira F., Ladeira, W. J., Pinto, D. C., Herter, M. M., Sampaio, C. H., & Babin, B. J. (2020). Customer engagement in social media: a framework and meta-analysis. Journal of the Academy of Marketing Science, 48, 1211-1228.
Situmorang, Syafrizal Helmi. 2023. Analisis Data Untuk Riset Manajemen dan Bisnis (5th). 4. Medan, Sumatera Utara: USU Press.
Slack, Neale, Gurmeet SingH, and Shavneet Sharma. 2020. "The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions." International Journal of Quality and Service Sciences 12 (3): 297-318.
Sugiyono. 2019. Metode Penelitian Bisnis (Pendekatan Kuantitatif, Kualitatif, dan R&D) (2nd). Bandung: Alfabeta.
Sukendia, Jacinda, and Nanang Harianto. 2021. "The impact of e-service quality on customer engagement, customer experience and customer loyalty in B2C e-commerce." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12 (3): 3170-3184.
Tuguinay, Jovanie A., Catherine Prentice, and Brent Moyle. 2022. "The influence of customer experience with automated games and social interaction on customer engagement and loyalty in casinos." Journal of Retailing and Consumer Services 64: 102830.
Zikmund, W., S. D’Alessandro, H. Winzar, B. Lowe, and B. Babin. 2017. Marketing Research (4th ed.). Australia: Cengage Learning Australia Pty Limited.
