ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY ON TENANT SATISFACTION AND TENANT LOYALTY ( CASE STUDY AT SENTRA GROSIR CIKARANG )

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.