The effect of mall atmosphere and service quality on customer loyalty through customer satisfaction of Ciputra World Mall Surabaya
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Institusion
Universitas Katolik Widya Mandala Surabaya
Author
Putu Natashia Souiya Saraswati (STUDENT ID : natashiasouiya@gmail.com)
Lydia Ari Widyarini (LECTURER ID : ..)
Deatri Arumsari Agung (LECTURER ID : ..)
Lydia Ari Widyarini (LECTURER ID : ..)
Deatri Arumsari Agung (LECTURER ID : ..)
Subject
Business
Datestamp
2021-02-09 04:28:48
Abstract :
In the current era of globalization, human behavior is becoming increasingly consumptive and often spends their time in malls. When shopping at the mall there are several factors that influence us to shop again and make repeat purchases or commonly called customer loyalty. This study aims to determine the effect of mall atmosphere and service quality on customer loyalty through customer satisfaction. This study uses SEM analysis techniques with the help of Partial Least Square (PLS). The object of this research is the consumers of Ciputra World Mall Surabaya, with the age above 17 years and with a sample size of 148 respondents. The results of this study indicate that mall atmosphere has a positive effect on customer loyalty, mall atmosphere has a positive effect on service quality, customer loyalty has a positive effect on customer satisfaction, and service quality has a positive effect on customer satisfaction.
In the current era of globalization, human behavior is becoming increasingly consumptive and often spends their time in malls. When shopping at the mall there are several factors that influence us to shop again and make repeat purchases or commonly called customer loyalty. This study aims to determine the effect of mall atmosphere and service quality on customer loyalty through customer satisfaction. This study uses SEM analysis techniques with the help of Partial Least Square (PLS). The object of this research is the consumers of Ciputra World Mall Surabaya, with the age above 17 years and with a sample size of 148 respondents. The results of this study indicate that mall atmosphere has a positive effect on customer loyalty, mall atmosphere has a positive effect on service quality, customer loyalty has a positive effect on customer satisfaction, and service quality has a positive effect on customer satisfaction.
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