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


  • Azizi Algi Universitas Indonesia
  • Eduard Lukman Universitas Indonesia


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.


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