The effect of mall atmosphere and service quality on customer loyalty through customer satisfaction of Ciputra World Mall Surabaya

Saraswati, Putu Natashia Souiya (2021) The effect of mall atmosphere and service quality on customer loyalty through customer satisfaction of Ciputra World Mall Surabaya. Undergraduate thesis, Widya Mandala Surabaya Catholic University.

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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 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.

Item Type: Thesis (Undergraduate)
Department: S1 - Manajemen
Contributors:
Contribution
Contributors
NIDN / NIDK
Email
Thesis advisor
Widyarini, Lydia Ari
NIDN0727036701
lidyaari@ukwms.ac.id
Thesis advisor
Agung, Deatri Arumsari
NIDN0714128703
deatri@ukwms.ac.id
Uncontrolled Keywords: Mall atmosphere, service quality, customer loyalty, customer satisfaction
Subjects: Business
Business > International Business Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Putu Natashia Souiya Saraswati
Date Deposited: 04 Feb 2021 07:09
Last Modified: 09 Feb 2021 04:28
URI: http://repository.wima.ac.id/id/eprint/24693

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