Pengaruh Citra Toko dan Kualitas Pelayanan terhadap Kepuasan Pelanggan yang Berimplikasi kepada Loyalitas Pelanggan Toko Indomaret di Jakarta

Main Article Content

Maulana Agung Prakoso

Abstract

The retail business in Indonesia continues to grow rapidly, especially marked by the large number of mini markets that have grown in each region, both in rural and urban areas. Over time, industrial growth in the country has made retail business activities increase in product sales to customers in terms of meeting the needs of themselves, their families or others around them. One of the most well-known minimarkets in Indonesia is Indomaret. Indomaret is a type of retail company that is engaged in selling products that consumers use to meet their daily needs according to their needs. The purpose of this study was to determine the effect of Store Image, Service Quality on Customer Satisfaction and its Impact on Customer Loyalty at Indomaret Stores in Jakarta. The research method used is quantitative research methods. The data collection method used was a questionnaire distributed to 100 customers of Indomaret stores in Jakarta. The data processing method used is pls. The results showed that the store image and service quality affect customer satisfaction and affect customer loyalty at Indomaret stores in Jakarta.

 

Bisnis retail di Indonesia terus berkembang pesat, terutama ditandai dengan banyaknya mini market yang tumbuh di setiap daerah, baik di pedesaan maupun di perkotaan. Seiring dengan berjalannya waktu, pertumbuhan industri di tanah air telah membuat aktivitas bisnis retail meningkat dalam penjualan produk kepada pelanggan dalam hal memenuhi kebutuhan diri, keluarga atau orang lain disekitarnya. Salah satu minimarket yang cukup terkenal di Indonesia adalah Indomaret. Indomaret merupakan salah satu jenis perusahaan retail yang bergerak dalam bidang penjualan produk-produk yang digunakan konsumen untuk memenuhi kebutuhan sehari-hari sesuai dengan kebutuhannya. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Citra Toko, Kualitas Pelayanan terhadap Kepuasan Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan pada Toko Indomaret di Wilayah Jakarta. Metode penelitian yang digunakan adalah metode penelitian kuantitatif. Metode pengumpulan data yang digunakan adalah kuesioner yang disebarkan kepada 100 pelanggan toko Indomaret di Jakarta. Metode pengolahan data yang digunakan adalah pls. Hasil penelitian menunjukkan bahwa Citra toko dan Kualitas Pelayanan berpengaruh terhadap Kepuasan Pelanggan dan berpengaruh terhadap Loyalitas Pelanggan pada toko Indomaret di Jakarta.

Article Details

How to Cite
Prakoso, M. A. (2021). Pengaruh Citra Toko dan Kualitas Pelayanan terhadap Kepuasan Pelanggan yang Berimplikasi kepada Loyalitas Pelanggan Toko Indomaret di Jakarta. Jurnal Manajemen Bisnis Dan Kewirausahaan, 5(5), 536–539. https://doi.org/10.24912/jmbk.v5i5.13328
Section
Articles
Author Biography

Maulana Agung Prakoso, Universitas Tarumanagara

Program Studi Magister Manajemen

Program Pascasarjana

References

Arief, M., & Widiatmoko, H. D. (2018). Effect of store image on loyalty store through store satisfaction in islamic swalayan stores. Journal of Humanity and Social Studies, 2(2).

Berman, B., Evans, R. J., & Chatterjee, P. (2018). Retail Management: A Strategic Approach. 13th Edition. United Kingdom: Pearson Education, Inc

Berman, R. B., & Evans, R. J. (2018). Retail Management: A Strategic Approach. 13th Edition. United Kingdom: Pearson Education, Inc

Casidy, R & Wymer, W. (2016). A risk worth taking: Perceived risk as moderator of satisfaction, loyalty, and willingness-to-pay premium price. Journal of Retailing and Consumer Services, Elsevier, 32(C), 189-197.

Dawit, B. J., & Adem, U. (2018). Study the relationship between service quality and customer satisfaction in private commercial banks of Ethiopia: The case of selected private commercial banks at Dire Dawa administration. SAARJ Journal on Banking & Insurance Research, 7(4), 11

Kumaradeepan, V., & Pathmini, M. G. S. (2015). A review of literature on service strategies for customer satisfaction and customer loyalty in store supermarkets. Journal of Management Matters, 2(1).

Satria, A. A. (2017). Pengaruh harga, promosi, dan kualitas produk terhadap minat beli konsumen pada perusahaan A-36. PERFORMA: Jurnal Manajemen dan Start-Up Bisnis, 2(1).

Sugiyono. (2018). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.

Sulibhavi, B. & Shivashankar. (2017). The impact of brand image on customer’s loyalty towards private label brands: The medi ting effect of satisfaction. Hubli-Dharwad Conglomerate City of Karnataka. International Journal of Marketing & Financial Management, 5(8), 43-50.