DAMPAK EMOSI POSITIF DAN KETERLIBATAN KONSUMEN DALAM RANGKA MENINGKATKAN REPATRONAGE INTENTIONS (Studi Empirik pada Farmers Market Mall Kelapa Gading)

Abstract

Primary needs can be found at both traditional or modern market, which both included in retail industry. Retail market has also expanded to be more modern and has new section which called, e-commerce which helps people to buy via online media. The appearance of e-commerce affected the sales of offline market and decreasing the selling graph of offline market. This research aimed to find out the role of positive emotion and the customers involvement to the repatronage intentions that mediated by retailer’s satisfaction and interest at Farmers Market Mall Kelapa Gading. Theories that are used to support this research are Positive Emotion, Customer Involvement, Customer Satisfaction, Retailer Interest, and Repatronage Intentions. This study used a questionnaire for data collection and non-probability sampling with judgment sampling technique. The procedure used to test the model and data processing was structural equation model (Structural Equation Modelling) using WarpPLS 5.0. The conclusion from this study was all hypotheses has been proven to have a positive and significant influence either directly or indirectly.

Keywords: Emotion, Involvement, Satisfaction, Retailer,  Interest, and Repatronage Intentions