Analisis pengaruh mall environment terhadap customer loyalty melalui mall value dan customer satisfaction pada tunjungan plaza di Surabaya

Mandasari, Yulinda (2018) Analisis pengaruh mall environment terhadap customer loyalty melalui mall value dan customer satisfaction pada tunjungan plaza di Surabaya. Bachelor thesis, Universitas Pelita Harapan Surabaya.

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Abstract

Pada saat ini, pertumbuhan bisnis yang berkembang dengan pesat di Indonesia adalah bisnis yang bergerak di bidang ritel, salah satunya yaitu Mall. Di kota Surabaya pun, banyak masyarakat yang menjadikan Mall sebagai tempat berbelanja, bersenang-senang, liburan dan berkumpul bersama keluarga, teman dan sahabat. Penelitian ini ditunjukan untuk menganalisa pengaruh variabel Mall Environment terhadap Customer Loyalty melalui Mall Value dan Customer Satisfaction pada Tunjungan Plaza di Surabaya. Sampel yang digunakan pada penelitian ini yaitu pada laki-laki dan wanita yang tinggal di wilayah Surabaya. Setelah dilakukan tinjauan pustaka dan penyusunan hipotesis, data dikumpulkan melalui metode kuesioner terhadap 110 responden dengan syarat usia 18-60 tahun. Untuk pengolahan dan penganalisaan data dalam penelitian ini yaitu dengan menggunakan SPSS 22.0 sebagai software untuk mengolah data. Data yang diperoleh adalah dengan menggunakan teknik Non Probability Sampling dengan metode Judgemental. Non Probability Sampling, kemudian dilakukan analisis terhadap data yang diperoleh dengan data secara kuantitatif. Analisis Kuantitatif meliputi: uji validitas, uji reliabilitas, uji asumsi klasik, dan analisis regresi linear. Hasil penelitian menunjukan bahwa Mall Environment memiliki pengaruh lebih besar dibandingkan dengan variabel lain. Dimana Mall Environment secara positif mempengaruhi Mall Value dengan koefesien regresi sebesar 0,415. Mall Environment secara positif mempengaruhi Customer Satisfaction dengan koefesien regresi sebesar 0,585. Mall Value secara positif mempengaruhi Customer Loyalty dengan koefesien regresi sebesar 0,205. Customer Satisfaction secara positif mempengaruhi Customer Loyalty dengan koefesien regresi sebesar 0,389. Ditemukan juga bahwa Mall Environment secara tidak signifikan mempengaruhi Customer Loyalty dan Mall Value secara tidak signifikan mempengaruhi Customer Satisfaction dengan koefesien regresi 0,081 / At this time, business growth that is growing rapidly in Indonesia is a business engaged in retail, one of which is the Mall. Even in the city of Surabaya, many people make the Mall a place to shop, have fun, vacation and get together with family, friends and friends. This study was shown to analyze the influence of Mall Environment variables on Customer Loyalty through Mall Value and Customer Satisfaction at Tunjungan Plaza in Surabaya. The sample used in this research is in men and women who live in Surabaya area. After the literature review and hypothesis preparation, the data were collected through questionnaire method to 110 respondents with the age requirement of 18-60 years. For processing and analyzing data in this research that is by using SPSS 22.0 as software to process data. The data obtained is using Non Probability Sampling technique with Judgmental method. Non Probability Sampling, then analyzed the data obtained with the data quantitatively. Quantitative analysis includes: validity test, reliability test, classic assumption test, and linear regression analysis. The results showed that Mall Environment has greater influence than other variables. Where Mall Environment positively influence Mall Value with regression coefficient of 0.415. Mall Environment positively affects Customer Satisfaction with regression coefficient of 0,585. Mall Value positively affects Customer Loyalty with regression coefficient of 0.205. Customer Satisfaction positively affects Customer Loyalty with regression coefficient of 0.389. It was also found that Mall Environment did not significantly affect Customer Loyalty and Mall Value in an insignificant way to influence Customer Satisfaction with regression coefficients of 0.081

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