The Influence of Store Image and Customer Satisfaction on Customer Loyalty with Situational Factors as Moderator Study of Carrefour Ambarukmo Plaza, Yogyakarta
The last few years modern market has dominated Indonesia almost in every city. One of the modern market is growing very rapidly in Indonesia is the hypermarket, where there offers the lowest prices, new and fresh product, spacious shopping area and the complete product range. Hypermarket is a retail...
| Main Authors: | , |
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| Format: | Thesis |
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[Yogyakarta] : Universitas Gadjah Mada
2012
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| _version_ | 1797032357034721280 |
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| author | , Novita Mahendrani , Prof. Dr. Basu Swastha Dharmmesta, MBA |
| author_facet | , Novita Mahendrani , Prof. Dr. Basu Swastha Dharmmesta, MBA |
| author_sort | , Novita Mahendrani |
| collection | UGM |
| description | The last few years modern market has dominated Indonesia almost in every city.
One of the modern market is growing very rapidly in Indonesia is the hypermarket, where
there offers the lowest prices, new and fresh product, spacious shopping area and the
complete product range. Hypermarket is a retail company that is very competitive due to
the entry of multinational retail company in Indonesia. To be able to survive in this high
level of competition, hypermarkets retail companies must have a loyal customer.
Hypermarket retail companies must create a satisfied customer before they become a loyal
customers. Store image are intimately associated with satisfaction and customer loyalty.
The opportunity of formation of a satisfied and loyal customers is very high if the store
give a good store image. Components of store image includes store atmosphere, store
location, convenient facilities, value, employee services, after sales services, and
merchandising. If a hypermarket located inside a shopping center, then the physical
surrounding, social surrounding, and temporal perspective or they so-called situational
factors are also very influential on consumer loyalty that includes a desire to revisit,
recommend the store to others, and spread the positive word-of-mouths to others.
This study uses the components of the store image, customer satisfaction and
customer loyalty. Based on the model proposed by Belk, this study also uses situational
factors as moderating variables between satisfaction and customer loyalty. 140
questionnaires distributed at Carrefour Plaza Ambarukmo to consumers who just do a
revisit. The results of this study is that store image has a direct positive influence on
customer satisfaction, customer satisfaction has a direct positive influence on customer
loyalty, store image has a direct positive influence on customer loyalty, customer
satisfaction mediates between store image and customer loyalty, and situational factors as a
moderator in the relationship between customer satisfaction and customer loyalty. |
| first_indexed | 2024-03-13T22:37:08Z |
| format | Thesis |
| id | oai:generic.eprints.org:98795 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T22:37:08Z |
| publishDate | 2012 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:987952016-03-04T08:48:05Z https://repository.ugm.ac.id/98795/ The Influence of Store Image and Customer Satisfaction on Customer Loyalty with Situational Factors as Moderator Study of Carrefour Ambarukmo Plaza, Yogyakarta , Novita Mahendrani , Prof. Dr. Basu Swastha Dharmmesta, MBA ETD The last few years modern market has dominated Indonesia almost in every city. One of the modern market is growing very rapidly in Indonesia is the hypermarket, where there offers the lowest prices, new and fresh product, spacious shopping area and the complete product range. Hypermarket is a retail company that is very competitive due to the entry of multinational retail company in Indonesia. To be able to survive in this high level of competition, hypermarkets retail companies must have a loyal customer. Hypermarket retail companies must create a satisfied customer before they become a loyal customers. Store image are intimately associated with satisfaction and customer loyalty. The opportunity of formation of a satisfied and loyal customers is very high if the store give a good store image. Components of store image includes store atmosphere, store location, convenient facilities, value, employee services, after sales services, and merchandising. If a hypermarket located inside a shopping center, then the physical surrounding, social surrounding, and temporal perspective or they so-called situational factors are also very influential on consumer loyalty that includes a desire to revisit, recommend the store to others, and spread the positive word-of-mouths to others. This study uses the components of the store image, customer satisfaction and customer loyalty. Based on the model proposed by Belk, this study also uses situational factors as moderating variables between satisfaction and customer loyalty. 140 questionnaires distributed at Carrefour Plaza Ambarukmo to consumers who just do a revisit. The results of this study is that store image has a direct positive influence on customer satisfaction, customer satisfaction has a direct positive influence on customer loyalty, store image has a direct positive influence on customer loyalty, customer satisfaction mediates between store image and customer loyalty, and situational factors as a moderator in the relationship between customer satisfaction and customer loyalty. [Yogyakarta] : Universitas Gadjah Mada 2012 Thesis NonPeerReviewed , Novita Mahendrani and , Prof. Dr. Basu Swastha Dharmmesta, MBA (2012) The Influence of Store Image and Customer Satisfaction on Customer Loyalty with Situational Factors as Moderator Study of Carrefour Ambarukmo Plaza, Yogyakarta. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=55029 |
| spellingShingle | ETD , Novita Mahendrani , Prof. Dr. Basu Swastha Dharmmesta, MBA The Influence of Store Image and Customer Satisfaction on Customer Loyalty with Situational Factors as Moderator Study of Carrefour Ambarukmo Plaza, Yogyakarta |
| title | The Influence of Store Image and Customer Satisfaction on Customer Loyalty with Situational Factors as Moderator Study of Carrefour Ambarukmo Plaza, Yogyakarta |
| title_full | The Influence of Store Image and Customer Satisfaction on Customer Loyalty with Situational Factors as Moderator Study of Carrefour Ambarukmo Plaza, Yogyakarta |
| title_fullStr | The Influence of Store Image and Customer Satisfaction on Customer Loyalty with Situational Factors as Moderator Study of Carrefour Ambarukmo Plaza, Yogyakarta |
| title_full_unstemmed | The Influence of Store Image and Customer Satisfaction on Customer Loyalty with Situational Factors as Moderator Study of Carrefour Ambarukmo Plaza, Yogyakarta |
| title_short | The Influence of Store Image and Customer Satisfaction on Customer Loyalty with Situational Factors as Moderator Study of Carrefour Ambarukmo Plaza, Yogyakarta |
| title_sort | influence of store image and customer satisfaction on customer loyalty with situational factors as moderator study of carrefour ambarukmo plaza yogyakarta |
| topic | ETD |
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