Dwijayati, Megi Putri (2025) Pengaruh Mall Atmosphere, Mall Environment, dan Service Quality terhadap Customer Mall Loyalty pada Mal di Jakarta dengan Customer Satisfaction sebagai Variabel Mediasi. Masters thesis, Universitas Tarumanagara.
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Abstract
Shopping malls in Jakarta serve not only as shopping destinations but also as social and recreational spaces. In an increasingly competitive retail industry, mall management must create satisfying experiences to maintain customer loyalty. This study aims to analyze the mediating role of customer satisfaction in the relationship between mall atmosphere, mall environment, and service quality toward customer mall loyalty in Jakarta. Data were collected through questionnaires distributed to 215 respondents using a purposive sampling technique and analyzed using the Embedded Two Stage Approach method with Structural Equation Modeling–Partial Least Square (SEM-PLS) through the SmartPLS software. The results show that: (1) mall environment has a significant effect on customer satisfaction and customer mall
loyalty, (2) service quality has a significant effect on customer satisfaction and customer mall loyalty, (3) mall atmosphere has no significant effect on either customer satisfaction or customer mall loyalty, and (4) customer satisfaction mediates the relationship between mall environment and service quality toward customer mall loyalty. These findings emphasize that improving the physical environment and service quality is a key strategy to enhance customer satisfaction and foster customer loyalty in Jakarta’s modern shopping malls.
Keywords: Mall Atmosphere, Mall Environment, Service Quality, Customer Satisfaction, Customer Mall Loyalty
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | Dosen Pembimbing: Dr. Hetty Karunia Tunjungsari, S.E., M.Si. |
| Uncontrolled Keywords: | Keywords: Mall Atmosphere, Mall Environment, Service Quality, Customer Satisfaction, Customer Mall Loyalty |
| Subjects: | Tesis Tesis > Pascasarjana |
| Divisions: | Pascasarjana |
| Depositing User: | Pasca Perpus |
| Date Deposited: | 06 May 2026 09:50 |
| Last Modified: | 06 May 2026 09:50 |
| URI: | https://repository.untar.ac.id/id/eprint/49047 |
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