The Strategy of Servicescape Approach in an Effort to Improve Trijaya Ban’s Service Quality

DOI

10.2991/icbmr-18.2019.48How to use a DOI?

Keywords

servicescape, service quality, SMEs

Abstract

The strength of SMEs is commonly how to provide unique products and services but not all SMEs can deliver it well. Some SMEs still encounter difficulties in delivering the quality service in creating a consumer’s experience especially in service context. Servicescape can be defined as a service environment represented the artificial and psychological, it is organized and delivered by service provider and experienced by consumer. This research conducts in Trijaya Ban, one of SMEs in Jakarta, Indonesia. It is an exploratory research by employing some methods in collecting data; interview, questionnaires, observation, and documentation. The questionnaire explores customer’s perception and expectation based on literature and information obtained from in-depth interview. The questionnaire was distributed to 60 respondents that was randomly selected by convenience sampling method. The distribution aimed at exploring the existing condition about servicescape in Trijaya Ban. The analysis method employed is Importance-Performance Matrix (IPA matrix) in building recommendations to increase service quality.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Kania Mulyono
AU  - Dedi Wibowo
PY  - 2019/03
DA  - 2019/03
TI  - The Strategy of Servicescape Approach in an Effort to Improve Trijaya Ban’s Service Quality
BT  - Proceedings of the 12th International Conference on Business and Management Research (ICBMR 2018)
PB  - Atlantis Press
SP  - 296
EP  - 300
SN  - 2352-5428
UR  - https://doi.org/10.2991/icbmr-18.2019.48
DO  - 10.2991/icbmr-18.2019.48
ID  - Mulyono2019/03
ER  -