Farony, Rivan (2020) Faktor-Faktor yang Mempengaruhi Kepuasan dan Loyalitas Pelanggan dalam Mengunjungi Mall XYZ. Masters thesis, Institute Teknologi Sepuluh November.
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Abstract
Kesuksesan mall dapat dilihat dengan banyaknya pelanggan mendatangi mall. dalam hal ini salah satu "mall" di Surabaya mengalami anomali dari kebanyakan "mall" pada umumnya. Mall XYZ terlihat sepi dikunjungi pelanggan dari hari ke hari, hal ini menandakan pelanggan merasa kurang puas ketika mendatangi mall XYZ. sehingga kepuasan pelanggan dalam mengunjungi mall merupakan faktor penting dalam menentukan kegiatan jual beli di kawasan mall. Untuk menentukan kepuasan pelanggan menggunakan variabel "Hedonic Value, Relaxation Value, Socialitation Value", dan "Utilitarian Value". Hal ini dapat memepengaruhi daya beli konsumen untuk berbelanja mall. Rasa puas dapat memberikan kemauan pelanggan menjadi loyal dalam mengunjungi mall. penelitian ini dilakukan dengan cara penyebaran kuisioner pada pengunjung mall XYZ. metode yang digunakan pada penelitian ini adalah "Structural Equation Modelling". dengan pengolahan data menggunakan "software smart PLS" karena kompleksnya penelitian ini. hasil temuan pada penelitian ini adalah variabel ketrlibatan, "hedonic value, relaxation value," dan "socialitation value" berpengaruh pada kepuasan pelanggan dan loyalitas pelanggan, sedangkan variabel "utilitarian value" hanya berpengaruh signifikasi kepada kepuasan pelanggan. dari hasil penelitian ini dapat dijadikan pertimbangan kepada pihak manajemen mall untuk mencari strategi yang tepat dalam meningkatkan jumlah pengunjung dan pelanggan datang ke mall.
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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 were 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.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.834 3 Far f-1 |
| Uncontrolled Keywords: | Kepuasan Pelanggan, Loyalitas Pelanggan, Pusat Pembelanjaan, Structural Equation Modelling. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis |
| Depositing User: | Rivan Farony |
| Date Deposited: | 17 Mar 2025 03:04 |
| Last Modified: | 17 Mar 2025 03:04 |
| URI: | http://repository.its.ac.id/id/eprint/73915 |
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