scholarly journals ANALISA PENGARUH SELF IMAGE CONGRUITY, RETAIL SERVICE QUALITY, DAN CUSTOMER PERCEIVED SERVICE QUALITY TERHADAP REPURCHASE INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING DI BROADWAY BARBERSHOP SURABAYA

2014 ◽  
Vol 9 (1) ◽  
Author(s):  
Livia Margarita Widjiono ◽  
Edwin Japarianto
2017 ◽  
Vol 13 (2) ◽  
pp. 166-179
Author(s):  
Milcha Handayani Tammubua

This study aims to examine whether self image congruity, retail service quality, perceived service quality influence customer satisfaction and test the role of customer satisfaction mediation variable at customer loyalty distro Urban Surf and Planet Surf in Jayapura. data analysis in this research used multiple regression analysis and hierarical regression to measure independent variable in dependent variable with mediation variable. The results show that customer satisfaction fully mediates the relationship of self image congruity and retail service quality to customer loyalty. Meanwhile customer satisfaction also mediates partially customer relationship perceived service quality to customer loyalty.   Penelitian ini bertujuan untuk mengkaji apakah self image congruity, retail service quality, perceived service quality berpengaruh pada customer satisfaction dan menguji peran mediasi variable customer satisfaction pada customer loyalty distro Urban Surf dan Planet Surf di Jayapura. Analisis data dalam penelitian ini digunakan analisis multiple regression dan hierarical regression untuk mengukur variable independen pada variable dependen dengan variable mediasi. Hasil penelitian menunjukkan bahwa customer satisfaction memediasi secara penuh hubungan self image congruity dan retail service quality terhadap customer loyalty. Sementara itu customer satisfaction juga memediasi secara parsial hubungan customer perceived service quality terhadap customer loyalty.


Author(s):  
Bob Foster

The purpose of this research is to find out how the effect of Self Image Congruity and Customer Perceived Service Quality on Customer satisfaction has an impact on Repurchase Intention. In this study, the author took the object on the product at Alisha Fancy Shop. Based on the calculations performed, the sample used in this study amounted to 100 respondent. Analysis is carried out by the path analysis method. To clarify the variables studied, from what was formulated in the description above, that the subject matter under study is Self Image Congruity (X1), Customer Perceived Service Quality (X2), Customer satisfaction (Y), and Repurchase Intention (Z). From the results, there is a study which found that the Self Image Congruity and Customer Perceived Service Quality variables simultaneously have a significant effect on Customer satisfaction; partially the Self Image Congruity and Customer Perceived Service Quality variables have a significant effect on Customer satisfaction with a positive direction. In addition, the Self Image Congruity, Customer Perceived Service Quality, and Customer satisfaction variables also have an influence on Repurchase Intention simultaneously; partially the Self Image Congruity and Customer satisfaction variables have a significant effect on Repurchase Intention in a positive direction, while the Customer Perceived Service Quality variable is not significant effect on Repurchase Intention. Indirectly the Self Image Congruity variable and the Customer Perceived Service Quality have an influence with a positive direction towards Repurchase Intention.


IQTISHODUNA ◽  
2020 ◽  
Vol 16 (2) ◽  
pp. 115-130
Author(s):  
Mohammad Nur Safri Ramadhan ◽  
Nur Asnawi

The purpose of this research is to determine the direct effect of retail service quality on customers' loyalty and satisfaction, the effect of customer satisfaction on their loyalty and how much customer satisfaction mediates retail service quality on customers' loyalty on Super Indo Bendungan Sutami customers, Malang. This research method uses comparative research with a quantitative approach. The sample used was 120 respondents with collected data by a questionnaire. The data analysis in this study used the Partial Least Square (PLS) method. The results of this research indicate that there is a direct effect of the retail service quality variable upon customers' loyalty and also on customer satisfaction which has a direct influence on customers of Super Indo Bendungan Sutami. Meanwhile, loyalty and can mediate the effect of retail service quality on customer loyalty.               


2021 ◽  
Vol 11 (3) ◽  
pp. 35-39
Author(s):  
BHASKAR K ◽  
SUBRAMANYAM P

The purpose of this paper is to empirically investigate the influence of dimensions of service quality towards satisfaction in the context of Indian retail market. The paper focused to examine the relationship between satisfaction and service quality dimensions. A study has been conducted on 20 supermarkets in Kadapa district, A.P. India. The results of this research indicate that retail service quality positively influences satisfaction and trust. It is found that satisfaction also positively influences trust and loyalty. Satisfaction and trust mediate the relationship between retail service quality and loyalty on customer satisfaction.


2020 ◽  
Vol 20 (3) ◽  
pp. 177
Author(s):  
Kunthi A. Kusumawardani ◽  
Saras Asa Hastayanti

Logistics are not only playing a significant role in the business process, but they can also add value to the business, and even also determine the life of the firm. Due to its significance, the advancement of logistics is inevitable. Customers want everything faster, and they are even willing to pay more for the service. This study provides an empirical investigation of instant courier service customers in Indonesia. A total of 300 valid questionnaires were collected and assessed using structural equation modelling (SEM). The results showed that perceived service quality influences customer satisfaction and trust. On the other hand, logistics service innovation influences perceived service quality but not customer satisfaction. While trust affects customer satisfaction and repurchase intention. Moreover, customer satisfaction influences repurchase intention. This study is one of the first to evaluate and confirm the relations of service quality-repurchase intention in instant courier service. This research contributes to the literature for future research in instant courier service by providing empirical evidence in Indonesia. Keywords— Customer Satisfaction; Logistics Service Innovation; Perceived Service Quality; Repurchase Intention; Trust


2021 ◽  
Vol 12 (3) ◽  
pp. 1462-1471
Author(s):  
P.S.Venkateswaran Et.al

Purpose: A proper service increases the customer satisfaction and positive word of mouth. The aim of this paper is to find out the impact of retail service quality and store service quality on patronage intention and word of mouth towards organized retail industry. Design/methodology/approach: The study data were collected from [location masked for blind review] using a structured questionnaire. A sample of 419 was used. A structural model was developed for analysis to find out the linkage between study variables. Findings/results: Findings reveal that retail service quality and store service quality are increasing the customer satisfaction.  The findings showed that retail service quality, store service quality, and customer satisfaction significantly impact patronage intention and word of mouth. Problem solving is the major issue faced by the retail stores. Hence they have to take immediate action towards it to maintain their loyal customer base Practical implications: Problem-solving is not having significant relationships with customer satisfaction. Store managers have to create a pleasant experience and amplify the strength factors to create a bond between the store and the customers Originality/value: This paper is helpful to the retail store managers as well as new entrepreneurs who are going to start a new venture in the retail business.


2012 ◽  
Vol 12 (1) ◽  
Author(s):  
J. Beneke ◽  
C. Hayworth ◽  
R. Hobson ◽  
Z. Mia

Purpose: Post Apartheid, the South African supermarket industry has rapidly increased in size and stature, yet customer satisfaction and fostering goodwill don't appear to have kept pace with growth. This research considers which aspects of retail service quality impact upon customer satisfaction and, ultimately, pay dividends in terms of generating store loyalty amongst urban shoppers in the middle to upper market segments. Design/methodology/approach: A survey approach was used to collect data from 307 respondents within a major metro pole area, as well as through an online interface. This was used to test our path model using Partial Least Squares (PLS) analysis. Findings: The results from the analysis concluded that two constructs, namely Physical Aspects and Personal Interaction, had a direct relationship with Customer Satisfaction. Customer satisfaction was also confirmed to be positively linked to customer loyalty. Originality/Value: This research uncovers which aspects of service are most coveted by consumers in an emerging market context, as well as their effect on generating repeat business. If supermarket chains are to move beyond mere profit generation and build meaningful relationships with customers, they would best be advised to focus on the attributes of service that have a direct bearing on customer satisfaction and, in turn, long-term repeat patronage.


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