THE IMPACT OF LEVEL 21 MALL BALI ATTRIBUTES TOWARD CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

Desak Made Febri Purnama Sari; Made Ayu Ranggita  Madhyastha; Gusti Alit  Suputra; I Made Suidarma

Authors

Desak Made Febri Purnama Sari Fakultas Ekonomi dan Bisnis, Undiknas Denpasar
Made Ayu Ranggita Madhyastha Universitas Pendidikan Nasional
Gusti Alit Suputra Universitas Pendidikan Nasional
I Made Suidarma Universitas Pendidikan Nasional

Keywords:

Mall Attributes; Convenience; Retailer; Entertainment; Customer Satisfaction; Customer Loyalty

Abstract

The Impact of Mall Level 21 Mall Attributes Toward Customer Satisfaction and Customer Loyalty aims to find out and analyze the effect of mall attributes consisting of convenience, retailers, and entertainment on customer satisfaction and customer loyalty at Mall Level 21 Bali. The population in this study is customer of Mall Level 21 Bali who has visited Mall Level 21 Bali twice or more. With samples using random sampling method with a number of respondents are 120 people. The data collection technique used a questionnaire. Data analysis using Path Analysis. From this research it can be concluded that: Convenience and Entertainment has a positive and significant effect on Customer Satisfaction and Customer Loyalty; Retailer has a positive and insignificant effect on Customer Satisfaction and Customer Loyalty. The results showed that Entertainment has a very positive and significant effect on Customer Satisfaction and Customer Loyalty at Mall Level 21 Bali which always holds interesting entertainment events to customers

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