ANALISIS PENGARUH MALL ENVIRONMENT, CUSTOMER PERCEIVED VALUE, DAN COSTUMER SATISFACTION TERHADAP CUSTUMER LOYALTY PENGUNJUNG GALAXY MALL SURABAYA

Abstract

Retail business is quite developed, Especially in Indonesia. This is with more and more emerging traditional retail business that began to fix itself into a modern retail business as well as a new modern retail business. Changes and changes in conditions. Modern changes. Modern retail management certainly needs the necessary infrastructure support, especially the need for the availability of high technology especially in the field of information and communication. This study aims to determine the significant influence between variable mall to customer perceived value of visitors Galaxy Mall Surabaya. Then To know the significant influence between mall environment, and customer perceived value to customer satisfaction galaxy mal Surabaya. In addition to know the influence between customer satisfaction variables on customer loyalty Galaxy Mall Surabaya. The sample used in this research is the visitors of Galaxy Mall Surabaya consisting of men and women who do shopping at galaxy mall at least twice in the last three months, with monthly income level Rp. <3,000,000 to Rp> 9,000,000. And the age of 18-60 years where age is an early adulthood (kotler and Armstrong, 2010). Customers domiciled in Surabaya, and have been in the galaxy in Surabaya at least twice in the last three months. Samples taken using purposive sampling technique. The result of the research shows that there is a positive environmental mall which is in line with the Customer Perceived Value of 0.615. Positive Customer Satisfaction is in line with Customer Loyalty of 0.633. Mall A positive environment in the direction of Customer Satisfaction of 0.258. Value of Customer Satisfaction to Customer Satisfaction of 0.420