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.