The Effect of Customer Loyality and Satisfaction's Factors in Visiting Mall XYZ

Rivan Farony, Mokh. Suef, Vita Ratnasari

Abstract


Mall Success can be seen with a large number of mall visitors and visitors coming. In this case, one of the malls in the Tidar area of Surabaya is more important than most of the malls in general in the city of Surabaya. At the XYZ mall area, visitors are seen lonely from day to day, this is a big question mark whether visitors are satisfied to receive a compilation of visiting the mall. For this reason, the satisfaction of visitors and customers in the mall is an important factor in determining the buying and selling activities in the mall. The research offered suggests about customer satisfaction and customer loyalty proposed by, hedonic value, Relaxation Value, socialization value, Utilitarian Value. This can affect the purchasing power of consumers to buy at the mall. Satisfaction can provide a supported spending will, thus providing a significant turnover of money. By creating a sense of satisfaction can generate customer loyalty in the mall. This research was conducted by distributing questionnaires to visitors or customers who have come to the XYZ mall. The method used in this research is Structural Equation Modeling. by Processing data using Smart PLS software because the research model is complex. The findings in this study are the outcome variable, Hedonic Value, Relaxation Value, and Socialization Value regarding customer satisfaction and customer loyalty, while the Utilitarian Value only has a significant effect on customer satisfaction. The results of this study are expected to make the mall management considerations to develop the right strategy in increasing the number of visitors and customers to come to the mall.

Keywords


Customer Satisfaction; Customer Loyality; Structural Equation Modeling; Shopping Center

Full Text:

PDF

References


P. H. Bloch, N. M. Ridgway, and S. A. Dawson, “The shopping mall as consumer habitat,” J. Retail., vol. 70, no. 1, pp. 23–42, 1994, doi: 10.1016/0022-4359(94)90026-4.

K. E. Reynolds and S. E. Beatty, “Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing,” J. Retail., vol. 75, no. 1, pp. 11–32, 1999, doi: 10.1016/S0022-4359(99)80002-5.

T. O. Jones and W. E. Sasser Jr., “Why Satisfied Customers Defect: EBSCOhost,” Harvard Bus. Rev., 1995.

B. J. Babin, W. R. Darden, and M. Griffin, “Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value,” J. Consum. Res., vol. 20, no. 4, pp. 644–657, 1994, doi: DOI: http://dx.doi.org/10.1086/209376.

F. Tjiptono and G. Chandra, Service Quality Satisfaction. Andi Offset, 2005.

B. J. Babin and W. R. Darden, “Good and bad shopping vibes: Spending and patronage satisfaction,” J. Bus. Res., vol. 35, no. 3, pp. 201–206, 1996, doi: 10.1016/0148-2963(95)00125-5.

R. Batra and O. T. Ahtola, “Measuring the Hedonic and Utilitarian Sources of Consumer Attitudes,” Mark. Lett., vol. 2, no. 1, pp. 159–70, 1990.

V. D. Kaltcheva and B. A. Weitz, “When should a retailer create an exciting store environment?,” J. Mark., vol. 70, no. 1, pp. 107–118, 2006, doi: 10.1509/jmkg.2006.70.1.107.

D. S. J. Jones, “Handbook of Petroleum Processing,” Springer, 2006.

M. Deb, “Evaluation of customer’s mall preferences in India using fuzzy AHP approach,” J. Adv. Manag. Res., vol. 9, no. 1, pp. 29–44, 2012, doi: 10.1108/09727981211225635.

E. C. Holbrook, M.B., & Hirschman, “The experiental aspect of consumption: Consumption fantasies, feelings and fun,” J. Consum. Res., vol. 9, no. 2, pp. 132–140, 1982.

P. Chandon, B. Wansink, and G. Laurent, “A Benefit Congruency Framework of,” J. Mark., vol. 64, pp. 65–81, 2000.

U. Yavas, “A multi-attribute approach to understanding shopper segments,” Int. J. Retail Distrib. Manag., vol. 31, no. 11, pp. 541–548, 2003, doi: 10.1108/09590550310503276.

W. J. McGuire, “Psychological motives and communication gratification,” uses mass Commun. Curr. Perspect. gratifications Res., vol. 3, pp. 167–196, 1974.

G. P. Stone, “City Shoppers and Urban Identification: Observations on The Social Psychology of City Life,” Am. J. Sociol., vol. 60, no. July, p. 1, 1954, doi: https://doi.org/10.1086/221483.

G. P. Moschis, “Social Comparison and Informal Group Influence,” J. Mark. Res., vol. 13, no. 3, p. 237, 1976, doi: 10.2307/3150733.

E. M. Tauber, “Marketing Notes and Communications: Why Do People Shop?,” J. Mark., vol. 36, no. 4, pp. 46–49, 1972, doi: 10.1177/002224297203600409.

R. A. Westbrook and W. C. Black, “A Motivation-Based Shopper Typology,” J. Retail., vol. 61, no. 1, pp. 78–103, 1985.

James F. Engel, Roger D. Blackwell, and Paul W. Miniard, Perilaku konsumen alih bahasa F.X. Budiyanto, 1st Editio. Jakarta Binarupa Aksara, 1994.

J. R. Betiman, “Memory Factors in Consumer Choice: A Review,” vol. 43, no. Spring, pp. 37–53, 1979.

K. Sunarto, Pengantar Sosiologi . Jakarta: Lembaga Penerbit Fakultas Ekonomi, Universitas Indonesia, 2004.

P. Kotler and K. Keller, Marketing management. Erlangga Publishing, 2008.

D. P. Emmanuel, “Rezim Pertumbuhan Kota Surabaya Studi Tentang Pembangunan dan Revitalisasi Hotel di Surabaya,” J. Polit. Muda, vol. 4, no. 1, pp. 71–78, 2015.

B. Bargumono, S. Z. Suyanto ZA, and Y. Yusrizal, “Pertumbuhan, Hasil Dan Kandungan Flavonoid Tanaman Ciplukan (Physalis angulata L.) Pada Berbagai Dosis Pupuk NPK Dan Macam Pupuk Organik,” 2006.

M. L. Evans, Function of hormones at the cellular of organisation. Berlin: Springer Verlag, 1984.

I. Ghozali, APLIKASI ANALISIS MULTIVARIATE DENGAN PROGRAM SPSS”. Semarang: Badan Penerbit Universitas Diponegoro, 2011.

I. Ghozali, “Analisis Multivariate dengan program IBM SPSS 19,” Semarang Badan Penerbit Fak. Ekon. Univ. Diponegoro, 2011.

A. Davison et al., “Water safety plans managing drinking-water quality from catchment to consumer,” Geneva, 2005.




DOI: http://dx.doi.org/10.12962/j23546026.y2020i1.11941

Refbacks

  • There are currently no refbacks.


View my Stat: Click Here

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.