Mengaplikasikan SERVQUAL pada Konser Musik: Dimensi Tangibles dan Dimensi Reliabilitas Menjelaskan 92 % Kepuasan Konsumen

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Published: Oct 24, 2024
DOI: https://doi.org/10.46806/grebuci.v2i1.1350
Keywords:
Service quality, tangibles, reliability, customer satisfaction, coefficient of determination

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Tesalonika Sifren Wakari
Departemen Manajemen, Institut Bisnis dan Informatika Indonesia, Jakarta, Indonesia
Bilson Simamora
Departemen Manajemen, Institut Bisnis dan Informatika Indonesia, Jakarta, Indonesia

Abstract

TThe success of a concert is determined not only by the presence of musicians but also how  the concert promoter is managed. Service quality plays a crucial role in shaping consumer satisfaction. Chosing Dyandra Global Edutainment, this study utilize two dimensions of SERVQUAL perceived as the most suitable for a concert: Tangibility and Reliability. The study aims to investigate their role in creating consumers satisfaction. Therefore, the authors collect the data with questionnaire distributed via Google Forms shared on the social media platform X to 100 respondents. Data analysis with Structural Equation Modeling (SEM)  supported by SmartPLS 4 reveals that the tangibles and reliability dimensions positively influence customer satisfaction with the determination of 92%. The result suggest that event organizers should prioritize tangible and reliability dimensions. This study has not investigated the influence of the quality of celebrity image on consumer satisfaction. Future studies can investigate that issue.

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How to Cite
Wakari, T. S., & Simamora, B. (2024). Mengaplikasikan SERVQUAL pada Konser Musik: Dimensi Tangibles dan Dimensi Reliabilitas Menjelaskan 92 % Kepuasan Konsumen. Global Research on Economy, Business, Communication, and Information, 2(1), 121–130. https://doi.org/10.46806/grebuci.v2i1.1350
Issue
Vol. 2 No. 1 (2024): Mei - Oktober 2024
Section
Manajemen Pemasaran
Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Author Biography

Bilson Simamora, Departemen Manajemen, Institut Bisnis dan Informatika Indonesia, Jakarta, Indonesia

Bilson Simamora is a professor of management science from the Management Department, Kwik Kian Gie School of Business and Information Technology, Jakarta. He earned a bachelor’s degree in agriculture from Bogor Agriculture Institute in 1990 and a master’s in marketing in 1994 from Prasetiya Mulya University. His doctoral degree in marketing was from the University of Indonesia in 2011. His research interests are in consumer behavior, strategic marketing, marketing research, and brand management. His works were published in the International Review of Management and Marketing, Journal of Educational, Health, and Community Psychology, ASEAN Marketing Journal, Humaniora, Marketing Science Letters, International Journal of Evaluation and Research in Education, Gadjah Mada International Journal of Business. He is a reviewer and editor in several scholarly journals and won the Best Reviewer Award from the Scopus-indexed Journal of Indonesia Economy and Business in 2023. He authorized and published dozen books in notable publishers, Gramedia Pustaka Utama, and hundreds of marketing and research materials on this website. Author’s contact detail: Kwik Kian Gie School of Business, Jl. Yos Sudarso Kavling 87 Sunter Podomoro, Jakarta, Indonesia, Phone: +62165307062, Fax.: +62165306967,  Email:  bilson.simamora@kwikkiangie.ac.id.

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