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Hubungan Antara Atribut Mall, Kepuasan Konsumen Dan Positive Word-Of-Mouth Dari Mall SKA Pekanbaru

SKA mall was one of the biggest malls in Pekanbaru. SKA mall has many customers who come from Pekanbaru and also outside Pekanbaru. This mall is also considered as one of the most favourite destinations for visitors froms outside of Pekanbaru. This study aimed to find out how the relationship between the five mall attributes (mall environment, convenience, retailers, rewards and quality of service) to the satisfaction of mall SKA Pekanbaru customers and to know how customers satisfaction relates to positive word-of-mouth over mall SKA Pekanbaru.
This study uses the online survey method on 160 respondents. Considerations in determining respondents were those visitors from outside of Pekanbaru and had visited the SKA Mall more than once. The analysis used in this study was the SEM method. The results showed that only retailers had positive and significant correlation with positive WOM through customers satisfaction, comfort and reward variables had a positive but not significant correlation. While the mall environment variable and mall service quality did not have a correlation with positive WOM through customers satisfaction. There was a strong correlation between customers satisfaction and positive word of mouth, according to the theory that customers satisfaction was one factor than positive word-of-mouth.

Key words: Mall Attributes, Customers Satifaction, positive word-of-mouth, SEM

Ketersediaan
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Perpustakaan Universitas Riau 10 08. 219 (0002)
10 08. 219 (0002)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
10 08. 219 (0002)
Penerbit
Pekanbaru : Universitas Riau – Pascasarjana – Tesis Agribisnis.,
Deskripsi Fisik
xiii, 139 hlm.; ill.; 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
10 08. 219 (0002)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
PASCASARJANA (MAGISTER) AGRIBISNIS
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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