ABSTRACT

The background of this research with the phenomenon of decline in force FEB 2015 students over time has decreased an average of 3.21% of students. Servicescape is one factor for customer satisfaction in the services sector. This study aimed to
examine the effect on customer loyalty servicescape mediated by Unjani FEB student satisfaction. Respondents in this study is an active student Unjani force FEB 2015. The number of samples taken by 92 respondents. The data collection technique using a questionnaire with purposive sampling technique. Methods of data analysis used in this study is multiple regression analysis and Sobel test. Based on the results of data analysis can be concluded that servicescape significant and positive impact on customer satisfaction.

Keywords: Sevicescape, Customer Satisfaction, Customer Loyalty.