Abstract:
Purpose : One of the factors that influences the level of satisfaction a tenant in a
mall is at speed and the accuracy of the service provided by management mall in
handling complaint and fulfill quickly the wishes of the tenant. The purpose of
this research is assessing and explaining the effects of Service Quality on Tenant
Satisfaction and Tenant Loyalty.
Design / Methodology / Approach : The methodology used is a quantitative
approach was utilized, utilizing 27-thing, a seven-point Likert-scaled survey
managed by 308 participants from several tenants in Sentra Grosir Cikarang.
Statistical tests included descriptive statistics, internal consistency, reliability,
validity, correlation, and regression were conducted to determine the relationship
and to validate the study.
Findings : The findings show that improvement in service quality can enhance
tenant satisfaction. The service quality dimensions that play a significant role in
this object are assurance and tangible. Three dimensions of service quality
( Empathy, Reliability and Responsiveness ) did not influence on Tenant
Satisfaction. while Tenant Satisfaction indicates a positive influence on Tenant
Loyalty.
Originality / Value : This paper gives more insight in “keep” factors and how
they can help benefit the relationship between management and tenant, and
Improve Service Quality to provide the tenant with the purpose of satisfaction and
loyalty.
