The Role of Service Quality and Corporate Image towards Revisit Intention through Customer Satisfaction in Mall Olympic Garden (MOG) Malang
Journal Title: International Journal of Social Science And Human Research - Year 2024, Vol 7, Issue 06
Abstract
This study examines the influence of service quality and company image on the intention to revisit customer satisfaction. Employing a quantitative methodology, the research provides explanatory analysis. The sample consists of customers who have visited Mall Olympic Garden (MOG) more than twice, one of the largest modern shopping centers in Malang city. A nonprobability sampling method, specifically simple random sampling, was utilized, with a sample size of 150 respondents. Data were collected through the distribution of Likert-scale questionnaires. Analysis was conducted using Partial Least Squares Structural Equation Modeling (SEM-PLS). The findings reveal a significant relationship between service quality and company image and their impact on the intention to revisit. Furthermore, service quality and company image significantly influence customer satisfaction, increasing the intention to revisit. The mediating role of customer satisfaction is evident in the relationship between service quality, company image, and intention to revisit. These results suggest that modern shopping centers like MOG can sustain their existence amidst the growing trend of online shopping lifestyles by maintaining service quality and company image amidst competition in Malang City's shopping centers.
Authors and Affiliations
Welsiana Rihi, Mokhamad Natsir, Umu Khouroh
Keywords
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- EP ID EP736265
- DOI 10.47191/ijsshr/v7-i06-10
- Views 44
- Downloads 1
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