ANALISIS PENGARUH MALL ENVIRONMENT TERHADAP CUSTOMER LOYALTY MELALUI MALL VALUE DAN CUSTOMER SATISFACTION PADA TUNJUNGAN PLAZA DI SURABAYA

Abstract

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