PENGARUH SERVICESCAPE DAN KEMAMPUAN KOMUNIKASI INTERPERSONAL KARYAWAN TERHADAP KEPUASAN KONSUMEN PADA WISATA ECO GREEN PARK BATU.

Abstract

This study disscuses the servicescape and interpersonal comunication skills of
employees that affect customer satisfaction tourism service. The purpose of this
study was to determine whether the servicescape factors consisting of
enviromental conditions, spatial layout, signs and symbol or artifacts and
interpersonal  communication affects customer satisfaction and also to find out
which factors are the most dominant influence on custumer satisfaction. The
analytical method used is multiple regression analysis and classical assumption.
As for testing the hypothesis using the F test and T test based on the analysis
performed, variable ambient conditions (X1), spatial layout (X2), signs,  symbol,
artifacts (X3), and interpersonal communication skills (X4) jointly have a
significant impact on customer satisfaction. Based on the T test is known that (X1),
(X2), (X3), no significant effect partially while (X4) significant effect partially.
Through standardized β coefficient obtained that variable interpersonal
communication skills have a dominant influence in the amount of 0,544.

Keywords: Servicescape, Interpersonal Communication, Satisfaction.