The Effect of Venue Quality on Customer Satisfaction in Jakarta Convention Centre

摘要

Jakarta Convention Centre is one of the venue where many events are held. The problem faced by Jakarta Convention Centre is the fluctuating and declining of the number of events that are held. Based on the results of pre-research, they are caused by the dissatisfaction of the client in holding the event at the venue. Therefore, Jakarta Convention Centre should have strategies to overcome these problems. Thus, the researcher chose the venue quality as a solution that can be applied to get client satisfaction to raise the number of event held at Jakarta Convention Centre. The independent variable (X) used is the venue quality consisting of interaction, environment, and value. The dependent variable (Y) is customer satisfaction. The type of research used is descriptive and verifikatif with explanatory survey method with cross-sectional approach. The sample in this study is 82 respondents, who are the clients who used the venue of Jakarta Convention Centre with sampling technique used is simple random sampling. Data analysis technique used is multiple regression. The application of venue quality at Jakarta Convention Centre is in the high category, in the variable assessment venue quality (expected) is the environment which gets the highest rating while the value dimension gets the lowest rating. Then the response regarding the venue quality (perceived performance) at Jakarta Convention Centre is in the high category, the interaction dimension gets the highest rating and the value dimension gets the lowest rating. The results show a significant effect of venue quality on customer satisfaction.