| dc.description.abstract | The rapid technology development encouraged the modernization, which cause people will have a variety of needs, and malls is one of them, which is provided all needs under one roof. Indonesia economic growth getting better which promotes investment in various sectors, including the retail sector in Indonesia. This led to the development of malls in Indonesia, especially in Surabaya city. There are so many malls in Surabaya shows that Surabaya is a very strategic place for business. One of the malls in Surabaya is Pakuwon Mall. Pakuwon Mall has received an award, The Recognized Mixed Use in Surabaya by Property Indonesia Awards on 2017, given to Superblock Pakuwon Mall (pakuwon.com downloaded on April 06th, 2019).
This study aimed to determine the effect Utilitarian Shopping Value and Hedonic Shopping Value to Mall Loyalty through Customer Satisfaction towards the visitors of Pakuwon Mall in Surabaya. The expected benefit of this research is to increase the repertoire of knowledge in the field of management, especially how much Customer Satisfaction to influence on increasing Mall Loyalty which will ultimately increase the ongoing visitation of the visitors of Pakuwon Mall in Surabaya.
This research is a causal study. The research method used is a quantitative method by processing data using SPSS. Data collection was conducted by distributing questionnaires to 205 respondents with characteristics of male and female respondents aged 18-60 years with income <Rp3.000.000 - >Rp6.000.000, domiciled in Surabaya, and had been visiting to Pakuwon Mall Surabaya at least twice in the last two months. The analysis showed that the positive effect of Monetary Saving, Selection, Convenience and Customized Product to Utilitarian Shopping Value with each regression coefficients are 0.159, 0.177, 0.282, and 0.348, Entertainment, Exploration, Place Attachment and Social Status positive influence on Hedonic Shopping Value with each regression coefficients are 0.280, 0.284, 0.198 and 0.162, Utilitarian Shopping Value and Hedonic Shopping Value positive influence on the Customer Satisfaction with each regression coefficients are 0.384 and 0.438, Customer Satisfaction positive effect on Mall Loyalty with regression coefficient is 0.883 | en_US |
