Pentingnya kualitas pelayanan dalam membangun kepercayaan pelanggan dan keputusan membeli (survei pada ritel modern area Jakarta, Bogor, Tangerang dan Bekasi)  

Oleh:

Jasfar, Farida

Jenis: Article from Bulletin/Magazine
Dalam koleksi: Jurnal Manajemen dan Pemasaran Jasa vol. 1 no. 1 (Mar. 2005), page 1.
Topik: supermarket business; quality of outcome; hypermarket; business relationship; minimarket; trust and buying decision; quality of interaction; quality of physical environment

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ144 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

Lihat Detail Induk

Isi artikel

This research is aim to empirically examine the influence of service quality in building trust and customers buying decision at supermarket, grocery (department) store and hypermarket. The number of respondent participated on this research is 325 customers which are dispersed at around 12 modern retail markets located in Jakarta, Bogor, Tangerang and Bekasi areas. Explanatory research applied for this research by using proportional sampling technique due to unable in determining certain numbers of customers, Data obtained was analyzed by using LISREL 8.03 statistical progran for calculating the examined hypothesis. The result of the research indicating that service quality consists of quality interaction, quality of physical environment and the quality of outcome which is significant and positively correlated. The impact of the three service quality factors mentioned toward customers trust found only 30%. if trust considered as an addititonal in the service quality toward buying decision by customers, the impact found to be 33%. Recommendation for other researchers are to get as much respondent as possible for a more reliable research result. It is also recommended to use conventional amrketing mix such as price, marketing communication and distribution as significant factors in influencing buying decision. These are also applied for retail manager in Indonesia, where further notification on insufficiency in applying service quality.......

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