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shopping
so
in
the
next
occasion
they
are
willing
come
again
for
shopping
in
the
same shopping center. Every shopping center heavily put extra efforts to give the best
services to
its consumers. Shopping center
is considered
to be successful when
what
they are offered to
the consumers bringing customer satisfactions and
value added
in
their shopping experiences.
2.4.3
Value and Satisfaction
Value
is
the
combination
between
quality,
service
and
price.
One
consumer
facing
the choice to buy a product, the said consumer
will buy
the said product
if
he
or she feel that he or she will obtain benefits from buying that product and the level of
services to be provided to him or her. In more detail, value can be defined as follows:
“A ratio between what customers
gets
and what he gives. The customer gets benefits
and
assumes
cost.
The
benefits
include
functional
benefits
and
emotional
benefits.
The costs include monetary costs, time costs, energy costs and psychic costs.”
(Kotler, 2003, p.11)
With combining the products and services, shopping center later on may
create a concept, which help consumers to remember their shopping experiences and
memory. Customers’ satisfaction after buy/own a product is highly depending to the
performance of the said product offered in relation with the customers’ expectations.
Satisfaction is defined as follows: “a person’s feelings of pleasure or
disappointment
resulting
from comparing
a
product’s
perceived
performance
(our
outcome) in relation to his or her expectations”
(Kotler, 2000, p.36)
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