| Summary: | Retail business is a rapidly growing business and very popular because it has
huge potential. The competition within the industry is very high and dominated by
big companies that have been present prior. 7-Eleven is a new player that coming
into the industry which highly favored by businessmen. But in just a few short
years 7-Eleven developing and growing rapidly. A challenge for companies that
have gained a customer is how to retain those customers. Therefore, this study
analyzed whether service quality affects customer satisfaction, which in turn will
affect the behavior intentions of customers.
Variables and indicators are based on previous research studies. A model has
been developed and three hypotheses have been formulated to address these
research problems. Sampling technique using purposive sampling. Samples of this
study are 200 respondents, where respondents are 7-Eleven customers in Jakarta.
Analysis of the data used is a Structural Equation Modelling (SEM) in AMOS
program version 18.
Data analysis of this study indicates that the model and results were well
received. Also, the result of this study proves that service quality has a
significantly positive effect on customer satisfaction, and satisfaction has a
significantly positive effect on customer behavioral intentions. Managerial
implications are also discussed in this study.
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