Linking customer loyalty to customer satisfaction and store image: a structural model for retail stores

DECISION ◽  
2013 ◽  
Vol 40 (1-2) ◽  
pp. 15-25 ◽  
Author(s):  
Sam Thomas
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Model ◽  
Store Image ◽  
Retail Stores

scholarly journals Comparing The Loyalty Of Two Mini Markets’ Customers: The Role Of Store Image And Satisfaction

2019 ◽  
Vol 8 (1) ◽  
pp. 1-8
Author(s):  
Usep Suhud ◽  
Mahasta Patricia Divyna
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Future Study ◽  
Store Image ◽  
Retail Stores ◽  
Insignificant Effect ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

Indomaret and Alfamart are two franchise-local-mini markets in Indonesia. Side by side, they invade dwelling areas within cities: where there is an Indomaret store, there will be Alfamart, but with a lack of differentiation among them. This study aims to assess and compare the impact of store image on customer satisfaction and loyalty between two franchise-retail stores in Jakarta, Indonesia: Indomaret and Alfamart. There were 200 participants involved those who were regularly visiting one or both mini markets. Different cases showed different results. In the case of Indomaret, store image had a significant impact on customer satisfaction and loyalty, and satisfaction had a significant effect on customer loyalty. In the case of Alfamart, store image had a significant impact on satisfaction. In addition, satisfaction had a significant impact on loyalty, whereas store image had an insignificant effect on loyalty. Recommendations for management and future study are discussed.

scholarly journals Pengaruh Citra Toko dan Kualitas Pelayanan terhadap Kepuasan Pelanggan yang Berimplikasi kepada Loyalitas Pelanggan Toko Indomaret di Jakarta

2021 ◽  
Vol 5 (5) ◽  
pp. 536
Author(s):  
Maulana Agung Prakoso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Urban Areas ◽  
Quantitative Research ◽  
Store Image ◽  
Industrial Growth ◽  
Quantitative Research Methods ◽  
Rural And Urban Areas ◽  
Retail Business

The retail business in Indonesia continues to grow rapidly, especially marked by the large number of mini markets that have grown in each region, both in rural and urban areas. Over time, industrial growth in the country has made retail business activities increase in product sales to customers in terms of meeting the needs of themselves, their families or others around them. One of the most well-known minimarkets in Indonesia is Indomaret. Indomaret is a type of retail company that is engaged in selling products that consumers use to meet their daily needs according to their needs. The purpose of this study was to determine the effect of Store Image, Service Quality on Customer Satisfaction and its Impact on Customer Loyalty at Indomaret Stores in Jakarta. The research method used is quantitative research methods. The data collection method used was a questionnaire distributed to 100 customers of Indomaret stores in Jakarta. The data processing method used is pls. The results showed that the store image and service quality affect customer satisfaction and affect customer loyalty at Indomaret stores in Jakarta. Bisnis retail di Indonesia terus berkembang pesat, terutama ditandai dengan banyaknya mini market yang tumbuh di setiap daerah, baik di pedesaan maupun di perkotaan. Seiring dengan berjalannya waktu, pertumbuhan industri di tanah air telah membuat aktivitas bisnis retail meningkat dalam penjualan produk kepada pelanggan dalam hal memenuhi kebutuhan diri, keluarga atau orang lain disekitarnya. Salah satu minimarket yang cukup terkenal di Indonesia adalah Indomaret. Indomaret merupakan salah satu jenis perusahaan retail yang bergerak dalam bidang penjualan produk-produk yang digunakan konsumen untuk memenuhi kebutuhan sehari-hari sesuai dengan kebutuhannya. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Citra Toko, Kualitas Pelayanan terhadap Kepuasan Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan pada Toko Indomaret di Wilayah Jakarta. Metode penelitian yang digunakan adalah metode penelitian kuantitatif. Metode pengumpulan data yang digunakan adalah kuesioner yang disebarkan kepada 100 pelanggan toko Indomaret di Jakarta. Metode pengolahan data yang digunakan adalah pls. Hasil penelitian menunjukkan bahwa Citra toko dan Kualitas Pelayanan berpengaruh terhadap Kepuasan Pelanggan dan berpengaruh terhadap Loyalitas Pelanggan pada toko Indomaret di Jakarta.

scholarly journals Antecedents Of Customer Loyalty In The Retailing Sector: The Impact Of Switching Costs

2015 ◽  
Vol 31 (2) ◽  
pp. 371 ◽  
Author(s):  
Valentina Stan
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Framework ◽  
Customer Loyalty ◽  
Switching Costs ◽  
Perceived Value ◽  
Moderating Effect ◽  
Store Image ◽  
Strong Impact ◽  
The Impact ◽  
The Relationship

<p class="default">The objective of this work is to propose and test a conceptual framework that considers customer satisfaction, store image, perceived value and switching costs as antecedents of customer loyalty. In addition, we examine the moderating effect of switching costs in the relationship between loyalty and its antecedents. While customer satisfaction, store image and perceived value are important determinants of loyalty, switching costs have the same strong impact on customer loyalty as satisfaction. The findings prove that switching costs have a moderating effect on the relationship between store image and loyalty, as well as between perceived value and loyalty.</p>

Exploring the Relationship Between Customer-Related Measures and Shareholder Value

2010 ◽  
Vol 38 (5) ◽  
pp. 647-656 ◽  
Author(s):  
Qianpin Li
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Credit Card ◽  
Structural Model ◽  
Negative Impact ◽  
Shareholder Value ◽  
Related Factors ◽  
Important Indicator ◽  
Study Results ◽  
The Relationship

In this study the relationship between customer-related measures and a firm's shareholder value was examined. Based on well-founded theories of customer satisfaction, loyalty, and customer lifetime value (CLV), an integrated structural model is hypothesized in this study to explore the structural nexus among those customer-related factors. A random sample of 1,000 credit card holders with 11 banks in Taiwan were surveyed by means of a questionnaire. A total of 326 valid questionnaires were collected and analyzed. In comparison with CLV and customer loyalty, the empirical findings suggest that the factor of customer satisfaction is the most important indicator of a firm's shareholder value. Study results also indicated that customer loyalty has a negative impact on shareholder value.

scholarly journals Analysis of Effects of Product Quality, Promotion and Received Value Towards Customer Loyalty through Customer Satisfaction Grab Food

2021 ◽  
Vol 3 (2) ◽  
pp. 01-11
Author(s):  
Dian Erdiansyah ◽  
Erna S Imaningsih
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Structural Model ◽  
Perceived Value ◽  
Measurement Model ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Promotion

The purpose of this study was to determine the effect of product quality, promotion, and perceived value on customer loyalty with customer satisfaction as an intervening variable. The population of this research is Grab Food customers. The population in this study were Grab Food customers. The sample was taken by purposive sampling method with the criteria being Grab Food customers or had used it 3 times, and the samples analyzed were 125 respondents. The research method used is causal research to prove the theory with quantitative analysis approach with data analysis method using Structural Equation Model - Partial Least Square. The model test results show that the effect on customer satisfaction is strong and on customer loyalty is moderate, the predictive capability of the theory is large, and the relationship between the structural model and the measurement model is fit. The results of hypothesis testing conclude that product quality, promotion and perceived value variables affect customer satisfaction. The product quality and promotions do not affect customer loyalty either directly or through customer satisfaction. Perceived value directly affects customer loyalty but does not affect customer loyalty through customer satisfaction. And customer satisfaction does not directly affect customer loyalty.

scholarly journals Drivers Of Customer Loyalty In South African Retail Stores

2015 ◽  
Vol 31 (4) ◽  
pp. 1295 ◽  
Author(s):  
Chengedzai Mafini ◽  
Manilall Dhurup
Keyword(s):  
South African ◽  
Customer Loyalty ◽  
Current View ◽  
Store Image ◽  
Retail Stores ◽  
Shopping Malls ◽  
The South ◽  
Gauteng Province ◽  
The Social ◽  
African Context

There remains a need to provide empirically derived and updated information on the influence of store image factors on both the satisfaction as well as the loyalty of customers that is specifically customised to the South African context. This study examined the relationship between store image factors, store satisfaction and customer loyalty in the South African retail environment. The study tests a conceptual framework which links five store image factors; namely, sales assistance, store atmospherics, store appeal, promotion and store accessibility to store satisfaction and customer loyalty. A four section structured questionnaire was administered to a conveniently drawn sample of 489 apparel shoppers. Participants were recruited at three shopping malls located in Gauteng Province, South Africa. Data analysis was conducted using the Statistical Packages for the social Sciences (Version 21.0). Spearman correlations showed negative to weak correlations between the factors and store satisfaction. Regression analysis revealed that promotion and store appeal were statistically significant in predicting store satisfaction. Store satisfaction was positively associated and significantly predicted customer loyalty. The findings of the study can be used by managers in retail stores to develop a current view of the shopping behaviour of todays consumers. This enables them to initiate and implement appropriate marketing strategies in their retail stores.

scholarly journals Pengaruh Kualitas Layanan, Kualitas Produk, Promosi, dan Harga Normal terhadap Kepuasan dan Loyalitas Konsumen

2021 ◽  
Vol 10 (2) ◽  
pp. 146
Author(s):  
Nathaza Gayatry Woen ◽  
Singgih Santoso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Fast Food ◽  
Structural Model ◽  
Survey Methods ◽  
Gender And Education ◽  
Education Levels ◽  
Positive Effect

<p><em><span>In many marketing activities, including fast-food, customer satisfaction is an important factor for the success of a business and has the possibility to influence customer loyalty in the future. The purpose of this study is to determine the effect of service quality, product quality, promotion, and fairness of prices on customer satisfaction and customer loyalty at Burger King outlets in Yogyakarta. The research will also use gender and education level as moderation variables. By using survey methods on 377 respondents and by testing the structural model using AMOS </span></em><span>(<em>Analysis of Moment Structure</em>) </span><em><span>software version 24, the results of the study show that service quality has a significant and positive effect on customer satisfaction, product quality has a significant and positive effect on customer satisfaction, promotion does not significantly influence customer satisfaction, fairness price has a significant and positive effect on customer satisfaction, and customer satisfaction has a significant and positive effect on customer loyalty. The results also show that gender and education levels moderate the relationship between variables in the research model. </span></em></p>

Sign in / Sign up

Export Citation Format

Share Document