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.ukwms.ac.id/id/eprint/24693 |
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