The Effect of Mall Environment on Customer Loyalty Mediated by Mall Value and Customer Satisfaction at Marvell City

Felix, William (2019) The Effect of Mall Environment on Customer Loyalty Mediated by Mall Value and Customer Satisfaction at Marvell City. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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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 environment on customer loyalty which is mediated by mall value and customer satisfaction. This study uses SEM analysis techniques with the help of Partial Least Square (PLS). The object of this research is those who shop in Marvell City Surabaya, with age above 17 years and with a sample size of 140 respondents. The results of this study indicate that mall environment has a positive effect on mall value, mall environment has a positive effect on customer satisfaction, mall environment has a positive effect on customer loyalty, mall value has a positive effect on customer satisfaction, mall value has a positive effect on customer satisfaction, mall value has a positive effect on customer loyalty, and customer satisfaction have a positive effect on customer loyalty.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Mall Environment, Mall Value, Customer Satisfaction. Customer loyalty.
Subjects: Business
Business > International Business Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Users 6613 not found.
Date Deposited: 29 Jan 2019 10:18
Last Modified: 29 Jan 2019 10:18
URI: http://repository.wima.ac.id/id/eprint/17597

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