THE INFLUENCE OF SERVICESCAPE TOWARD CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

This study analysis the influence of servicescape on customer satisfaction and customer loyalty. The research setting is Tempo Del Gelato. For the methodology, the respondent is local customers, tourists, and customers who visit and make transactions at Tempo Del Gelato at least three times. This study took a sample of 200 respondents with a non-probability sampling method. The independent variables in this research are Servicescape and service quality. The mediating variable is customer satisfaction. At the same time, the dependent variable in this study is customer loyalty. This study uses structural equation modeling (SEM) to test the hypothesis. This research aims to test the influence of servicescape on customer satisfaction and servicescape on customer loyalty.