The Influence of Servicescape on Employee Performance Mediated by Employee Experience and Job Satisfaction: A Study at KPP Pratama Bandar Lampung Dua

Ricoadi Fasla; M. Yusuf Sulfarano  Barusman

doi:10.63922/ijevss.v5i03.6185

Ricoadi Fasla Universitas Bandar Lampung, Indonesia
M. Yusuf Sulfarano Barusman Universitas Bandar Lampung, Indonesia

DOI: https://doi.org/10.63922/ijevss.v5i03.6185

Keywords: servicescape, employee experience, job satisfaction, employee performance, public service organization

Abstract

This study aims to examine the effect of servicescape on employee performance and to investigate the mediating roles of employee experience and job satisfaction at KPP Pratama Bandar Lampung Dua. The study employed a quantitative approach with a causal research design and a survey method. Data were collected through questionnaires distributed to 88 employees, of which 77 valid responses were eligible for analysis using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS version 4.1.1.8. The findings reveal that servicescape has a positive and significant effect on both employee experience and job satisfaction; however, it does not have a significant direct effect on employee performance. Furthermore, employee experience does not significantly influence employee performance and does not mediate the relationship between servicescape and employee performance. In contrast, job satisfaction has a positive and significant effect on employee performance and significantly mediates the relationship between servicescape and employee performance. The study concludes that improving the quality of the work environment does not necessarily enhance employee performance directly but can contribute to improved performance by fostering higher job satisfaction. Therefore, KPP Pratama Bandar Lampung Dua is recommended to continuously improve its servicescape by providing a comfortable, safe, clean, and functional work environment supported by adequate lighting, air circulation, workspace layout, and work facilities, while simultaneously integrating environmental improvements with strategies aimed at enhancing job satisfaction and other organizational factors to achieve more optimal employee performance.

References

Alam, I. A., & Dunan, H. (2019). MSMEs empowerment and development strategy model. Review of Integrative Business and Economics Research, 8, 324.

Aman-Ullah, A., Aziz, A., Ibrahim, H., Mehmood, W., & Khattak, A. (2022). Impact of employees’ workplace environment on employees’ performance: A multi-mediation model. Frontiers in Psychology.

Anggreni, L. P. S., Yasa, P. N. S., & Sitiari, N. W. (2019). The effect of motivation and physical work environment towards work satisfaction and performance of employees in non-medical support section of Wangaya Public Hospital Denpasar. Jurnal Ekonomi dan Bisnis Jagaditha, 6(1), 48–59. DOI: 10.22225/jj.6.1.604.48-59

Barusman, M. Y. S. (2026). A Systematic Review of Marine Tourism's Environmental, Economic, and Behavioral Dimensions. Planning, 21(3), 1393-1407.

Budie, B., Appel-Meulenbroek, R., Kemperman, A., & Weijs-Perree, M. (2019). Employee satisfaction with the physical work environment: The importance of a need-based approach. International Journal of Strategic Property Management, 23(1), 36–49. DOI: 10.3846/ijspm.2019.6372

Doğru, Ç. (2022). A meta-analysis of the relationships between emotional intelligence and employee outcomes. Frontiers in Psychology, 13, 611348.

EkaWati, V. D., Aima, M. H., & Hazrati, I. L. (2021). The influence of organizational culture and work environment on employee performance with job satisfaction as mediation. European Journal of Business and Management Research, 6(4).

Fitriani, V., & Pritasari, A. (2019). The influence of physical and non-physical work environment towards perceived employees performance. Journal of Business and Management, 8(1).

Hanafi, K. M., & Syah, T. Y. R. (2021). The moderating role of demographic factors in the relationship among job satisfaction, work environment, work motivation to employee performance. Jurnal Dinamika Manajemen, 12(1).

Kang, N. Y., & Lee, S. M. (2019). The influence of physical service environment on job engagement, satisfaction, and job performance: Focused on hotel F&B employees. Culinary Science & Hospitality Research, 25(6), 160–167.

Karim, D. N., Alam, M. M. D., Karim, R. A., & Majid, A. H. A. (2025). Unveiling the dynamics of servicescape in stimulating proactive customer service performance: Evidence from the healthcare sector in an emerging economy. Marketing.

Katebi, A., HajiZadeh, M. H., Bordbar, A., & Salehi, A. M. (2022). The relationship between job satisfaction and job performance: A meta-analysis. Global Journal of Flexible Systems Management, 23, 21–42.

Kearney, T., Coughlan, J., & Kennedy, A. (2023). The influence of the physical work environment on retail employees. Journal of Services Marketing.

Khan et al. (2026). Effect of servicescape on employee loyalty and customer satisfaction in a public sector bank. Journal of Retailing and Consumer Services.

Kim, J., et al. (2022). The effect of physical environment of the employee break room on psychological well-being through work engagement in the hospitality industry. Journal of Human Resources in Hospitality & Tourism.

Lee, M. R., Kim, S. Y., & Choi, S. M. (2019). Workscape: Determinants and a 22-item scale of physical surroundings for employees. Yonsei Business Review.

Panda, R. K., Raghav, A. S., Rukadikar, C., Tathagat, T., Rukadikar, A. R., & Kalita, J. P. (2025). Exploring the relationship between job satisfaction and employee performance: A meta-analysis. Journal of Information Systems Engineering and Management, 10(3).

Putra, H. Y., & Putra, O. A. (2024). The impact of leadership competency, organizational culture, job satisfaction, and employee performance in public administration. Priviet Social Sciences Journal.
Sarstedt, M., Hair, J. F., Nitzl, C., Ringle, C. M., & Howard, M. C. (2020). Beyond a tandem analysis of SEM and PROCESS: Use of PLS-SEM for mediation analyses! International Journal of Market Research, 62(3), 288–299.

Setiyono, E., & Satrya, A. (2025). Examining emotional intelligence, perceived organizational support, and job satisfaction on job performance. Jurnal Ilmiah.