KEPUASAN PELANGGAN MEMEDIASI HUBUNGAN STORE IMAGE DAN EKSPEKTASI PELANGGAN TERHADAP LOYALITAS PELANGGAN
DOI:
https://doi.org/10.24034/j25485024.y2011.v15.i3.375Keywords:
store image, customers expectation, customers satisfaction, customers loyaltyAbstract
Store image is the combination of all customers’ attitude about a store or a company which is connected to the customers’ expectation when they choose where to shop. By designing a place to be attractive and by focusing to fulfill customers’ needs and satisfaction to shop, so that it will create a good image in the customers’ mind which is one of the elements of the store image and it will make customers’ love to shop at the first sight, therefore, a good image will be in the customers’ mind and later will create a satisfaction to that particular store. The populations in this research are customers at Carrefour Ngagel Surabaya with the minimum of 2 times to shop in the last 3 month (July, August and September 2010). Sample technique is non random sampling by using Purposive Sampling that is the sample member is determined by certain characters based on the relationship that has connected with the population characteristics. Data analyzes in this research is using Structural Equation Modeling (SEM). Based on the research, it is said that store image is influencing to the customers’ satisfaction to the customers at Carrefour Ngagel Surabaya. Customers’ expectation is influencing customers’ satisfaction at Carrefour Ngagel Surabaya. Store image doesn’t influence customers’ loyalty at Carrefour Ngagel Surabaya. Customers’ expectation is influencing customers’ loyalty at Carrefour Ngagel Surabaya. Customers’ satisfaction is influencing customers’ loyalty at Carrefour Ngagel Surabaya. Store image and customers’ expectation are significantly influence the customers’ loyalty with the customers’ satisfaction as mediation variable at Hypermart Carrefour Ngagel Surabaya.
References
Arjan Burgers, Ko de Ruyter, Cherie Keen and Sandra Streukens. 2000. Customer expectation dimensions of voice-to-voice service encounters: a scale-development study. International Journal of Service Industry Management. 11(2): 142-161.
Davidson, William R., Daniel J. Sweeney, Ronald W. Stampfl. 1998. Retailing Management G/E. Sixth edition. Management Horizon Inc., Ohio
Dong-Mo-Ko. 2003. Inter-relationships among Store Images, Store Satisfaction, and Store Loyalty among Korea Discount Retail Patrons. Asia Pacific Journal of Marketing and Logistics. 15(4): 42-71
Eugene Sivadas and Jamie L. Baker-Prewitt. 2000. An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management. 28(2): 73-82
Ferdinand, Augusty, edisi 3. 2005. Structural Equation Modelling Dalam Penelitian Manajemen. BP Undip. Semarang.
Fornell, C., Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, and Barbara Everitt Bryant. 1996. “The American Customer Satisfaction Index: Nature, Purpose, and Findings” Journal of Marketing. 60(1): 7-17
________, edisi 2. 2006. Metode Penelitian Manajemen Pedoman Penelitian Untuk Penulisan Skrisi, Tesis dan Disertasi Ilmu Manajemen. BP Undip, Semarang.
Griffin, Jill. 2002. Customer Loyalty: How to Earn it, How to Keep it. Free Press New York, USA.
Hatane Semuel. 2006. Ekspektasi Pelanggan Dan Aplikasi Bauran Pemasaran Terhadap Loyalitas Toko Moderen Dengan Kepuasan Pelanggan Sebagai Intervening (Studi Kasus Pada Hypermarket Carrefour Di Surabaya). Jurnal Manajemen Pemasaran. 1(2): 53-64
Hurriyati, Ratih. 2005. Bauran Pemasaran dan Loyalitas Konsumen. Penerbit Alfabeta. Bandung.
Josée Bloemer dan Ko de Ruyter. 1998. On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing. 32( 5/6): 499-513
Kotler and Keller. 2006. Conseptualizing, Measuring, and Managing Customer Based Brand Equity. Journal of Marketing. 57(1):1-22
Loudon, David L., and Della Bitta, Albert L. 1997 Consumer Behavior: Concepts and Applications. Fourth edition. Singapore, Mc. Graw Hill. Inc.
Martenson, Rita. 2007. Corporate brand image, satisfaction and store loyalty (A study of the store as a brand, store brands and manufacturer brands). International Journal of Retail & Distribution Management. 35 (7): 544-555
Media Data, Peta Persaingan Bisnis Ritel di Indonesia. 2009.
Oliver, RL. and W.S. DeSabo. 1988. “Response Determinants in Satisfaction Judgments.” Journal of Customer Research. 14(8): 495-507.
Paolo Guenzi and Ottavia Pelloni. 2004. The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider. International Journal of Service Industry Management. 15(4): 365-384
Sopiah dan Syihabudhin. 2008. Manajemen Bisnis Ritel. Penebirt ANDI. Yogyakarta.
Spreng, Richard A., Scott B. Mc Kenzi, and Richard W. Olshavsky. 1996. “A Reexamination of the Determinants of Consumer Satisfaction” Journal of Marketing. 60(7): 15-32.
Sugiyono. 2004. Metode Penelitian Bisnis. Penerbit Alfabeta. Bandung
Theodoridis and Chatzipanagiotou. 2009. Store image attributes and customer satisfaction across different customer profiles within the supermarket sector in Greece. European Journal of Marketing. 43(5/6): 708-734
Tse, David K. and Peter C. Wilson. 1988. “Model of Consumer Satisfaction Formation: An Extention. Journal of Marketing Research. 25: 12- 24.
Ulrich R.Orth, Mark.T.Green. 2008. Consumer loyalty to family versus non-family business: The roles of store image,trust and satisfaction. Journal of Retailing and Consumer Services. 12(2): 1-12
