PENGARUH RETAIL SERVICE QUALITY TERHADAP MINAT BERKUNJUNG ULANG MALL Di SURABAYA MELALUI PERCEIVED QUALITY DAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING

Japarianto, Edwin (2019) PENGARUH RETAIL SERVICE QUALITY TERHADAP MINAT BERKUNJUNG ULANG MALL Di SURABAYA MELALUI PERCEIVED QUALITY DAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING. Jurnal Manajemen Pemasaran, 13 (1). pp. 17-27. ISSN 1907-235X

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Abstract

The Effect of Retail Service Quality on Revisit Intention in Mall Mall Through Perceived Quality and Customer Satisfaction as Intervening Variable. The development of mall impacted on increasing mall visitors every year and also impact on the increasing competition in this industry, especially in the area of Surabaya. One way to continue to compete and to increase the interest of visitors is to improve the quality of service. Improving the quality of services can build perceptions of the mall which will impact on visitor satisfaction and will increase the interest of visitors in making a revisit intention.This study aims to analyze the effect of Retail Service Quality on Intercontinental Visits which are intervened by Perceived Quality and Customer Satisfaction at mall. This research was conducted by distributing questionnaires to 100 respondents who have visited mall. The research method used is quantitative analysis method using Smart PLS.The result of the research shows that Retail Service Quality has significant effect on Visiting Interest and Perceived Quality and Customer Satisfaction variables interfere with Retail Service Quality and Revisit Intention.

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