Nilai dan Kualitas serta Kepuasan Terhadap Minat Berkunjung Kembali ke Mall di Kota Batam
Keywords:
Nilai yang Dirasakan, Kualitas yang Dirasakan, Kepuasan, Minat Berkunjung Kembali
Nilai yang Dirasakan, Kualitas yang Dirasakan, Kepuasan, Minat Berkunjung Kembali
Abstract
Beberapa mall terkenal di Kota Batam sering dikunjungi oleh pengunjung karena memiliki fasilitas yang lengkap dengan kualitas yang baik. Ada juga Mall dengan fasilitas yang kurang memberikan kenyamanan bagi pengunjungnya, sehingga memberikan pengalaman yang kurang memuaskan dan memicu kritikan. Kejadian tersebut akan merusak citra sebuah mall bahkan mengurangi minat pengunjung untuk berkunjung kembali ke mall tersebut. Tujuan penelitian untuk mengetahui pengaruh nilai dan kualitas yang dirasakan serta kepuasan terhadap minat berkunjung kembali ke mall di Kota Batam. Metode kuantitatif digunakan dalam penelitian ini dengan melibatkan perhitungan data yang berupa angka-angka dan analisis statistik. Objek penelitian diambil dari populasi masyarakat Kota Batam, pengumpulan data menggunakan kuesioner yang disebarkan dalam bentuk Google Forms melalui sosial media. Teknik analisis data yang digunakan analisis statistik deskriptif, validitas, reliabilitas, uji asumsi klasik, analisis regresi linear berganda, dan uji koefisien determinasi, alat yang digunakan yaitu software IBM SPSS Statistik 24. Hasil penelitian menyimpulkan bahwa kualitas yang dirasakan berpengaruh signifikan terhadap nilai yang dirasakan, nilai dan kualitas yang dirasakan juga berpengaruh signifikan terhadap kepuasan dan minat berkunjung kembali, selain itu kepuasan juga berpengaruh signifikan terhadap minat berkunjung kembali.
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References
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Carrie, K., & Hariyanto, O. I. B. (2021). Analisis Pengaruh Komponen Kognitif, Konatif, dan Afektif Terhadap Niat Berkunjung Kembali pada Restoran Cepat Saji di Kota Batam. Journal of Business Management Education, 6(3), 41–48.
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Damanik, J., & Yusuf, M. (2021). Effects of Perceived Value, Expectation, Visitor Management, and Visitor Satisfaction on Revisit Intention to Borobudur Temple, Indonesia. Journal of Heritage Tourism, 1–16. https://doi.org/10.1080/1743873X.2021.1950164
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Konuk, F. A. (2019). The Influence of Perceived Food Quality, Price Fairness, Perceived Value and Satisfaction on Customers’ Revisit and Word-of-Mouth Intentions Towards Organic Food Restaurants. Journal of Retailing and Consumer Services, 50(March), 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Libre, A., Manalo, A., & Laksito, G. S. (2022). Factors Influencing Philippines Tourist’ Revisit Intention: The Role and Effect of Destination Image, Tourist Experience, Perceived Value, and Tourist Satisfaction. International Journal of Quantitative Research and Modeling, 3(1), 1–12. https://doi.org/10.46336/ijqrm.v3i1.260
Mannan, M., Chowdhury, N., Sarker, P., & Amir, R. (2019). Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants. Journal of Modelling in Management, 14(4), 922–947. https://doi.org/10.1108/JM2-12-2017-0135
Masithoh, D., & Widiartanto. (2020). Pengaruh Perceived Quality Dan Perceived Value Terhadap Revisit Intention Melalui Satisfaction Sebagai Variabel Intervening (Studi pada Pengunjung Destinasi Wisata Museum Kretek Kudus). Jurnal Ilmu Administrasi Bisnis, 9(4), 617–625. https://doi.org/10.14710/jiab.2020.28945
McLeod, S. (2018). Questionnaire: Definition, Examples, Design and Types. SimplyPyschology. https://www.simplypsychology.org/questionnaires.html
Naibaho, E. R., & Hariyanto, O. I. B. (2022). The Effect of Service Quality on Revisit Intention With sWord Of Mouth Mediation Variables and Tourist Satisfaction. Conference on Business, Social Sciences and Technology, 2(1).
Pangaribuan, C. H., Sofia, A., & Sitinjak, M. F. (2020). Factors of Coffee Shop Revisit Intention and Word-of-Mouth Mediated By Customer Satisfaction. Journal of Management and Business, 19(1), 1–14. https://doi.org/10.24123/jmb.v19i1.418
Pham, L. T. M., Do, H. N., & Phung, T. M. (2016). The Effect of Brand Equity and Perceived Value on Customer Revisit Intention: A Study in Quick-Service Restaurants in Vietnam. Acta Oeconomica Pragensia, 24(5), 14–30. https://doi.org/10.18267/j.aop.555
Piancatelli, C., Massi, M., & Vocino, A. (2020). The role of atmosphere in Italian museums: effects on brand perceptions and visitor behavioral intentions. Journal of Strategic Marketing, 29(6), 546–566. https://doi.org/10.1080/0965254X.2020.1786846
Purba, M. G., Suhud, U., & Aditya, S. (2021). Faktor-Faktor Yang Mempengaruhi Customer Satisfaction dan Revisit Intention Pada Turis Danau Toba. Jurnal Bisnis, Manajemen, Dan Keuangan, 2(3), 891–905.
Rajput, A., & Gahfoor, R. Z. (2020). Satisfaction and revisit intentions at fast food restaurants. Future Business Journal, 6(1), 1–12. https://doi.org/10.1186/s43093-020-00021-0
Ranjbarian, B., & Pool, J. K. (2015). The Impact of Perceived Quality and Value on Tourists’ Satisfaction and Intention to Revisit Nowshahr City of Iran. Journal of Quality Assurance in Hospitality and Tourism, 16(1), 103–117. https://doi.org/10.1080/1528008X.2015.966295
Realino, D., Mugiono, & Moko, W. (2021). The Effect of Customer Experiential Quality on Revisit Intention with Positive Emotion and Perceived Value as Mediation Variables. The International Journal of Social …, 3(1), 245–258. https://www.growingscholar.org/journal/index.php/TIJOSSW/article/view/119
Rizan, M., Saidani, B., & Rina Anggraeni. (2022). Pengaruh Perceived Value dan Promotion terhadap Revisit Intention dengan Kepuasan sebagai Intervening. Paper Knowledge . Toward a Media History of Documents, 3(1), 128–139. http://pub.unj.ac.id/index.php/jbmk/article/view/595/364
Segal, T. (2022). One-Stop-Shop: Definition, Example, History, Pros and Cons. Investopedia. https://www.investopedia.com/terms/o/onestopshop.asp
Siregar, B. G., & Hardana, A. (2022). Metode Penelitian Ekonomi dan Bisnis. Merdeka Kreasi Group.
Soleimani, A. G., & Einolahzadeh, H. (2018). The Influence of Service Quality on Revisit Intention: The Mediating Role of WOM and Satisfaction (Case study: Guilan travel agencies). Cogent Social Sciences, 4(1), 1–14. https://doi.org/10.1080/23311886.2018.1560651
Sriyalatha, M. A. K., & Kumarasinghe, P. J. (2021). Customer Satisfaction and Revisit Intention towards Fast Food Restaurants in Sri Lanka. SSRN Electronic Journal, 5(5), 95–103. https://doi.org/10.2139/ssrn.3944442
Uslu, A., & Karabulut, A. N. (2018). Touristic Destinations’ Perceived Risk and Perceived Value As Indicators of E-Wom and Revisit Intentions. International Journal of Contemporary Economics and Administrative Sciences, 2, 37–63. www.ijceas.com
Vernia, D. M., & Wulansari, L. (2020). Faktor-Faktor Kualitas Pelayanan yang Mempengaruhi Persepsi Wisatawan Museum Bank Indonesia. Altasia: Jurnal Pariwisata Indonesia, 2(2), 64–69. https://doi.org/10.37253/altasia.v2i2.546
Viet, B. N., Dang, H. P., & Nguyen, H. H. (2020). Revisit Intention and Satisfaction: The Role of Destination Image, Perceived Risk, and Cultural Contact. Cogent Business and Management, 7(1). https://doi.org/10.1080/23311975.2020.1796249
Widyawati, & Berlianto, M. P. (2019). The Influencing Factors on Coffee Shop Customers’ Revisit Intention. 101(Iconies 2018), 167–173. https://doi.org/10.2991/iconies-18.2019.33
Yen, T.-F. (2020). The Determinates of Revisit Intentions in Wine Cultural Event: The Moderating Role of Experience Authenticity. Asian Journal of Education and Social Studies, 6(4), 27–40. https://doi.org/10.9734/ajess/2020/v6i430183
Allameh, S. M., Pool, J. K., Jaberi, A., Salehzadeh, R., & Asadi, H. (2015). Factors Influencing Sport Tourists’ Revisit Intentions: The Role and Effect of Destination Image, Perceived Quality, Perceived Value and Satisfaction. Asia Pacific Journal of Marketing and Logistics, 27(2), 191–207. https://doi.org/10.1108/APJML-12-2013-0159
An, S., Suh, J., & Eck, T. (2019). Examining structural relationships among service quality, perceived value, satisfaction and revisit intention for airbnb guests. International Journal of Tourism Sciences, 19(3), 145–165. https://doi.org/10.1080/15980634.2019.1663980
Asidiqhi, A., & Yasri, Y. (2022). The influence of percieved value and percieved quality on revisit intention with satisfaction as a mediating variable. Marketing Management Studies, 2(2), 191–203. https://doi.org/10.24036/mms.v2i2.148
Caber, M., Albayrak, T., & Crawford, D. (2020). Perceived value and its impact on travel outcomes in youth tourism. Journal of Outdoor Recreation and Tourism, 31(October 2019), 100327. https://doi.org/10.1016/j.jort.2020.100327
Carrie, K., & Hariyanto, O. I. B. (2021). Analisis Pengaruh Komponen Kognitif, Konatif, dan Afektif Terhadap Niat Berkunjung Kembali pada Restoran Cepat Saji di Kota Batam. Journal of Business Management Education, 6(3), 41–48.
Chantarayukol, P. (2019). Mixed Use Shopping Mall As an Attractiveness On Customer Behaviors in Bangkok, Thailand. Journal of Business and Retail Management Research, 14(1), 32–39.
Chotimah, S., & Wahyudi, H. D. (2019). Pengaruh Perceived Value Terhadap Revisit Intention: Mediasi Customer Satisfaction Pada Pengunjung Jawa Timur Park I Batu. Ekonomi Bisnis, 24(1), 1. https://doi.org/10.17977/um042v24i1p1-11
Claudia, S. (2022). Daftar Mall Hits Instagramable Terbesar dan Terlengkap di Kota Batam yang Wajib Dikunjungi. Sudutbatam.Com. https://batam.pikiran-rakyat.com/batam/pr-2305889118/daftar-mall-hits-instagramable-terbesar-dan-terlengkap-di-kota-batam-yang-wajib-dikunjungi?page=2
Damanik, J., & Yusuf, M. (2021). Effects of Perceived Value, Expectation, Visitor Management, and Visitor Satisfaction on Revisit Intention to Borobudur Temple, Indonesia. Journal of Heritage Tourism, 1–16. https://doi.org/10.1080/1743873X.2021.1950164
Ginanjar, I. R., Hurriyati, R., Adiwibowo, L., Gaffar, V., & Saputra, J. (2019). The role of supply chain management consumer attitude as intervening between brand images, perceived value and revisiting intention. International Journal of Supply Chain Management, 8(4), 901–906.
Hasan, K., Abdullah, S. K., Islam, F., & Neela, N. M. (2020). An Integrated Model for Examining Tourists’ Revisit Intention to Beach Tourism Destinations. Journal of Quality Assurance in Hospitality and Tourism, 21(6), 716–737. https://doi.org/10.1080/1528008X.2020.1740134
Jang, H. W., & Lee, S. B. (2020). Serving robots: Management and applications for restaurant business sustainability. Sustainability (Switzerland), 12(10). https://doi.org/10.3390/SU12103998
Japarianto, E. (2019). Pengaruh Retail Service Quality Terhadap Minat Berkunjung Ulang Mall di Surabaya Melalui Perceived Quality dan Customer Satisfaction Sebagai Variabel Intervening. Jurnal Manajemen Pemasaran, 13(1), 17–26. https://doi.org/10.9744/pemasaran.13.1.17-26
Konuk, F. A. (2019). The Influence of Perceived Food Quality, Price Fairness, Perceived Value and Satisfaction on Customers’ Revisit and Word-of-Mouth Intentions Towards Organic Food Restaurants. Journal of Retailing and Consumer Services, 50(March), 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Libre, A., Manalo, A., & Laksito, G. S. (2022). Factors Influencing Philippines Tourist’ Revisit Intention: The Role and Effect of Destination Image, Tourist Experience, Perceived Value, and Tourist Satisfaction. International Journal of Quantitative Research and Modeling, 3(1), 1–12. https://doi.org/10.46336/ijqrm.v3i1.260
Mannan, M., Chowdhury, N., Sarker, P., & Amir, R. (2019). Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants. Journal of Modelling in Management, 14(4), 922–947. https://doi.org/10.1108/JM2-12-2017-0135
Masithoh, D., & Widiartanto. (2020). Pengaruh Perceived Quality Dan Perceived Value Terhadap Revisit Intention Melalui Satisfaction Sebagai Variabel Intervening (Studi pada Pengunjung Destinasi Wisata Museum Kretek Kudus). Jurnal Ilmu Administrasi Bisnis, 9(4), 617–625. https://doi.org/10.14710/jiab.2020.28945
McLeod, S. (2018). Questionnaire: Definition, Examples, Design and Types. SimplyPyschology. https://www.simplypsychology.org/questionnaires.html
Naibaho, E. R., & Hariyanto, O. I. B. (2022). The Effect of Service Quality on Revisit Intention With sWord Of Mouth Mediation Variables and Tourist Satisfaction. Conference on Business, Social Sciences and Technology, 2(1).
Pangaribuan, C. H., Sofia, A., & Sitinjak, M. F. (2020). Factors of Coffee Shop Revisit Intention and Word-of-Mouth Mediated By Customer Satisfaction. Journal of Management and Business, 19(1), 1–14. https://doi.org/10.24123/jmb.v19i1.418
Pham, L. T. M., Do, H. N., & Phung, T. M. (2016). The Effect of Brand Equity and Perceived Value on Customer Revisit Intention: A Study in Quick-Service Restaurants in Vietnam. Acta Oeconomica Pragensia, 24(5), 14–30. https://doi.org/10.18267/j.aop.555
Piancatelli, C., Massi, M., & Vocino, A. (2020). The role of atmosphere in Italian museums: effects on brand perceptions and visitor behavioral intentions. Journal of Strategic Marketing, 29(6), 546–566. https://doi.org/10.1080/0965254X.2020.1786846
Purba, M. G., Suhud, U., & Aditya, S. (2021). Faktor-Faktor Yang Mempengaruhi Customer Satisfaction dan Revisit Intention Pada Turis Danau Toba. Jurnal Bisnis, Manajemen, Dan Keuangan, 2(3), 891–905.
Rajput, A., & Gahfoor, R. Z. (2020). Satisfaction and revisit intentions at fast food restaurants. Future Business Journal, 6(1), 1–12. https://doi.org/10.1186/s43093-020-00021-0
Ranjbarian, B., & Pool, J. K. (2015). The Impact of Perceived Quality and Value on Tourists’ Satisfaction and Intention to Revisit Nowshahr City of Iran. Journal of Quality Assurance in Hospitality and Tourism, 16(1), 103–117. https://doi.org/10.1080/1528008X.2015.966295
Realino, D., Mugiono, & Moko, W. (2021). The Effect of Customer Experiential Quality on Revisit Intention with Positive Emotion and Perceived Value as Mediation Variables. The International Journal of Social …, 3(1), 245–258. https://www.growingscholar.org/journal/index.php/TIJOSSW/article/view/119
Rizan, M., Saidani, B., & Rina Anggraeni. (2022). Pengaruh Perceived Value dan Promotion terhadap Revisit Intention dengan Kepuasan sebagai Intervening. Paper Knowledge . Toward a Media History of Documents, 3(1), 128–139. http://pub.unj.ac.id/index.php/jbmk/article/view/595/364
Segal, T. (2022). One-Stop-Shop: Definition, Example, History, Pros and Cons. Investopedia. https://www.investopedia.com/terms/o/onestopshop.asp
Siregar, B. G., & Hardana, A. (2022). Metode Penelitian Ekonomi dan Bisnis. Merdeka Kreasi Group.
Soleimani, A. G., & Einolahzadeh, H. (2018). The Influence of Service Quality on Revisit Intention: The Mediating Role of WOM and Satisfaction (Case study: Guilan travel agencies). Cogent Social Sciences, 4(1), 1–14. https://doi.org/10.1080/23311886.2018.1560651
Sriyalatha, M. A. K., & Kumarasinghe, P. J. (2021). Customer Satisfaction and Revisit Intention towards Fast Food Restaurants in Sri Lanka. SSRN Electronic Journal, 5(5), 95–103. https://doi.org/10.2139/ssrn.3944442
Uslu, A., & Karabulut, A. N. (2018). Touristic Destinations’ Perceived Risk and Perceived Value As Indicators of E-Wom and Revisit Intentions. International Journal of Contemporary Economics and Administrative Sciences, 2, 37–63. www.ijceas.com
Vernia, D. M., & Wulansari, L. (2020). Faktor-Faktor Kualitas Pelayanan yang Mempengaruhi Persepsi Wisatawan Museum Bank Indonesia. Altasia: Jurnal Pariwisata Indonesia, 2(2), 64–69. https://doi.org/10.37253/altasia.v2i2.546
Viet, B. N., Dang, H. P., & Nguyen, H. H. (2020). Revisit Intention and Satisfaction: The Role of Destination Image, Perceived Risk, and Cultural Contact. Cogent Business and Management, 7(1). https://doi.org/10.1080/23311975.2020.1796249
Widyawati, & Berlianto, M. P. (2019). The Influencing Factors on Coffee Shop Customers’ Revisit Intention. 101(Iconies 2018), 167–173. https://doi.org/10.2991/iconies-18.2019.33
Yen, T.-F. (2020). The Determinates of Revisit Intentions in Wine Cultural Event: The Moderating Role of Experience Authenticity. Asian Journal of Education and Social Studies, 6(4), 27–40. https://doi.org/10.9734/ajess/2020/v6i430183
Published
2023-02-28
How to Cite
HariyantoO., & DewiS. (2023, February 28). Nilai dan Kualitas serta Kepuasan Terhadap Minat Berkunjung Kembali ke Mall di Kota Batam. Journal of Economic, Management, Accounting and Technology, 6(1), 137-150. https://doi.org/https://doi.org/10.32500/jematech.v6i1.4192
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Articles
