Investigating the Impact of Retail Service Quality in Consumer Loyalty: A Study of Hero Supermarket, Puri Indah, Jakarta  

Oleh:

Raharjo, Lianti ; Eckha

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - atma jaya
Dalam koleksi: Telaah Manajemen: Jurnal Riset & Konsep Manajemen vol. 6 no. 2 (Nov. 2011), page 155-160.
Topik: Retail Service Quality; Loyalty; Supermarket; Jakarta
Fulltext: 155-160 Lianti Raharjo; Eckha - Bernard.pdf (5.16MB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: TT32.3 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

Lihat Detail Induk

Isi artikel

Service quality is crucial in service industries to earn customer satisfaction and customer loyalty, including in the retail industry in Indonesia. In line with the improvement of consumer buying power and the numerous product choices, consumers are more emotional and change easily in their motives while shopping, which has become not only a functional activity but is also a time-filing activity, recreation, entertainment, or even as a stress reliever, which increasing competition in the retail business. This study examines the retail service quality to gauge the impact of service quality towards the customer loyalty at one of the biggest retailers in Indonesia. A total of 160 responses have been collected using purposive sampling. The results then were analyzed using a regression technique, which showed that physical aspects, reliability, personal interactions, problem solving, and policies had a significant influence on consumer loyalty.

Opini Anda

Klik untuk menuliskan opini Anda tentang koleksi ini!

Kembali