¹Welsiana Rihi, ²Mokhamad Natsir, ³Umu Khouroh

¹Student of Postgraduate Magister Management, University of Merdeka Malang, Indonesia
^2,3Postgraduate Program, University of Merdeka Malang, Indonesia

DOI : https://doi.org/10.47191/ijsshr/v7-i06-10

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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.

KEYWORDS:

Service quality, corporate image, customer satisfaction, revisit intention, shopping center.

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Volume 07 Issue 06 June 2024