FORECASTING OF SATISFACTION AND REVISIT INTENTION OF INDONESIA SHOPPERS IN SHOPPING MALLS

Abstract

Abstract. Due to tight competition, changing value proposition of customer and shifting of mall functions become center for leisure purposes, shopping mall developer must focus on create shopper satisfaction to influence their post-transaction behaviors. This study investigates the relationship between mall personality, self-congruity, perceived quality, shopping value, shopper satisfaction and revisit intention. Two hundred respondents participated in this study. In order to achieve the aim of this study, SPSS 23 and PLS 3 were used. Out of the 15 hypotheses proposed, ten are supported. As predicted, mall personality, self-congruity, perceived quality significantly have a significant effect on shopping value and shopper satisfaction (except perceived quality has no effect on shopping value). The findings show that Mall Personality is predictive of Self-Congruity and Perceived Quality; while Shopping Value can be used to predict Shopper Satisfaction. The result indicated that Perceived Quality is not statistically significant affect on Shopping Value. Moreover, Self-Congruity has significant affect on Perceived Quality. In addition, Mall personality, Self-Congruity and Perceived Quality are not good predictors of Revisit Intention. Finally, the result confirms that Shopper Satisfaction and Shopping Value have a significant effect on Revisit Intention.

Keywords

• Mall Personality, Self-Congruity, Perceived Quality, Shopping Value, Shopper Satisfaction, Revisit Intention