ANALYSIS OF PERCEIVED QUALITY, BRAND IMAGE, AND PERCEIVED VALUE TOWARDS CUSTOMER SATISFACTION ON MAP EMALL IN SURABAYA

Abstract

MAP Emall is an online store created by one the biggest retailer company Mitra Adi Perkasa (MAP). MAP is the retail group behind numerous notable retail brands in the food and beverage, lifestyle and sports sectors including Starbucks, Marks & Spencer, Nike, Adidas, Lacoste, Mango, Hasbro, Samsonite and many more. MAP has many exclusive brands that no other marketplace can offer, makes their marketplace different from the rest. The aim of this research is to analyze the effect of perceived quality, brand image, and perceived value towards customer satisfaction at MAP Emall in Surabaya. The data is gathered from 115 respondents who all are the customers of MAP Emall and live in Surabaya Based on the result of the research, there is a simultaneously effect of perceived quality, brand image, and perceived value towards customer satisfaction. Hypotheses four which is there is a significant impact of Perceived Value towards customer satisfaction and hypotheses three which is there is a significant impact of perceived quality towards customer satisfaction are proven right, however, hypotheses five which is there is a significant impact of brand image toward customer satisfaction is not proven right