Pengaruh customer satisfaction, shopping enjoyment, store atmosphere, dan store image terhadap patronage intention (studi kasus pada mall di Jakarta)

Sualdani, Linda (2021) Pengaruh customer satisfaction, shopping enjoyment, store atmosphere, dan store image terhadap patronage intention (studi kasus pada mall di Jakarta). Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh variabel Customer Satisfaction, Shopping Enjoyment, Store Atmosphere, dan Store Image terhadap Patronage Intention di tiga shopping mall besar di Jakarta. Penelitian ini dilakukan terhadap 310 pengunjung di tiga shopping mall besar di Jakarta. Responden dipilih dengan metode convenience sampling. Metode pengumpulan data dilakukan melalui kuesioner dengan skala likert 1-5. Data dianalisa dengan menggunakan SmartPLS. Hasil penelitian menunjukan bahwa Customer Satisfaction, Shopping Enjoyment, Store Atmosphere, dan Store Image memiliki pengaruh positif secara langsung terhadap Patronage Intention. Customer Satisfaction, Shopping Enjoyment, dan Store Atmosphere juga memiliki pengaru positif secara tidak langsung terhadap Patronage Intention melalui Store Image. Pada penelitian ini juga terdapat implikasi manajerial dan dapat dikembangkan untuk penelitian selanjutnya./ The purpose of this study is to analyze the effect of Customer Satisfaction, Shopping Enjoyment, Store Atmosphere, and Store Image on Patronage Intention at three shopping malls in Jakarta. This study is using 310 respondence who visit the three shopping malls in Jakarta. The respondence was chosen by convenience sampling. Collecting data was through questionnaire and using likert scale 1-5. The data was analyzed by using SmartPLS. The result of this study shows that Customer Satisfaction, Shopping Enjoyment, Store Atmosphere, and Store Image have positive effect directly on Patronage Intention. Customer Satisfaction, Shopping Enjoyment, and Store Atmosphere also have indirect positive effect on Patronage Intention through Store Image. This study also provides management implications and suggestions for further research.

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