Analysis of Mystery Shoppers Program as a Benchmark of Service Culture at Shopping Center "X"

Azizi Algi, Eduard Lukman

Abstract

Mystery Shopping program becomes options for Shopping center to do appraisal directly to tenant, employee and stake holders inside and outside organization. This program can be used as base in applying marketing strategy to be applied, also as indicator of application of service culture RATER is run by Shopping center "X". This research uses descriptive analysis method with library research which found that to be considered in this program is objectivity assessment by Mystery Shopper which can be overcome by hiring third party or consultant to do Mystery Shopping. The assessment sheet also becomes one of the determinants of the effectiveness of the program. This program is basically a shopping center management business to maintain the quality of service in the competition with similar industry.

Full Text:

PDF

References

Admin, “DEFINISI METODE DESKRIPTIFâ€,

https://idtesis.com/metode-deskriptif/ Diakses : 22 may 2017

Alan M. Wilson, (1998) "The role of mystery shopping

in the measurement of service performance",

Managing Service Quality: An International Journal,

Vol. 8 Issue: 6, pp.414-420, doi:

1108/09604529810235123

Daurina Lestari, “Akan Ada 12 Mal Baru di Jakarta

pada 2015-2018“ ,

http://bisnis.news.viva.co.id/news/read/629076-akan-a

da-12-mal-baru-di-jakarta-pada-2015-2018 Diakses :

may 2017.

Gunawan, I..(2006), “Jangan Sampai Pusat Perbelanjaan

Penuh†KOMPAS CYBER MEDIA, 21

April 2006.

Emel Kursunluoglu, (2014) "Shopping centre customer

service: creating customer satisfaction and loyalty",

Marketing Intelligence & Planning, Vol. 32 Issue: 4,

pp.528-548, doi: 10.1108/MIP-11-2012-0134.

Ispurwanto, Wing. (2007) “Mengembangkan Budaya

Organisasi Customer Focus untuk mengembangkan

kompetensi Customer Management di PT. IMFâ€.

Universitas Indonesia, Indonesia.

Margaret Erstad, (1998) "Mystery shopping programmes

and human resource management", International

Journal of Contemporary Hospitality Management,

Vol. 10 Issue: 1, pp.34-38, doi:

1108/09596119810199318

Rianto Silitonga, “Jakarta Dengan Mall Terbanyak Di

Dunia!! Capai 173 Unit Ada Di Ibu Kota Jakartaâ€,https://www.vebma.com/unik/Jakarta-Dengan-Mal

l-Terbanyak-Di-Dunia/1841 Diakses : 22 may 2017

“Shopping Center Definitionsâ€,

http://www.icsc.org/research/references/c-shopping-ce

nter-definitions Diakses : 22 may 2017

Oliver, R.L. (1999), “Whence consumer loyalty?â€,

Journal of Marketing, Vol. 63 No. 4, pp. 33-44.

Sivadas, E. and Baker-Prewitt, J.L. (2000), “An examination

of the relationship between service quality,

customer satisfaction, and store loyaltyâ€, International

Journal of Retail and Distribution Management, Vol.

No. 2, pp. 73-82.

Wee, K.N.L and Tong, K.L (2005), “the 4RS of

ASIAN Shopping Centre Management,†Marshall

Cavendish International, Singapore.

Refbacks

  • There are currently no refbacks.
max_upload :0