Customer Loyalty With Customer Satisfaction As A Mediating Variable At Toko Damai In Kendari
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May 30, 2022
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Abstract
The purpose of this study was to analyze the effect of service quality, price and location on customer loyalty with customer satisfaction as a mediating variable. This study uses a quantitative approach that is carried out at a supermarket retail store called Toko Damai which is located in Kendari City. Respondents from this study were customers who shopped at Toko Damai. The population and sample withdrawal method in this study is non-probability sampling using purposive sampling technique. This study provides results that indicate that service quality affects customer satisfaction by 0.247 (on a Likert scale of 1-5), while the price is 0.281 (on a Likert scale of 1-5) and the location that has the highest influence on the three variables is 0.370 (on a Likert scale of 1-5). This also indicates that each variable positively and significantly affects consumer satisfaction. In addition, consumer satisfaction has also been shown to have a positive and significant impact on consumer loyalty. The effect is recorded at 0.565 (on a Likert scale of 1-5) and is the same in the opposite direction.
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How to Cite
Tendian, C. M. (2022). Customer Loyalty With Customer Satisfaction As A Mediating Variable At Toko Damai In Kendari. Enrichment : Journal of Management, 12(2), 1494-14501. https://doi.org/10.35335/enrichment.v12i2.603
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[23] Popp, B., & Woratschek, H. (2017). Consumer-brand identification revisited: An integrative framework of brand identification, customer satisfaction, and price image and their role for brand loyalty and word of mouth. Journal of Brand Management, 24(3), 250–270. https://doi.org/10.1057/s41262-017-0033-9
[24] Vlanchos, I., Lin, Z. (2014). Drivers of airline loyalty: evidence from the business travelers in China. Transport. Res. E logist. Transport. Rev. 71,1-17
[25] Närvänen, E., Kuusela, H., Paavola, H., & Sirola, N. (2020). A meaning-based framework for customer loyalty. International Journal of Retail and Distribution Management, 48(8), 825–843. https://doi.org/10.1108/IJRDM-05-2019-0153
[26] Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A Multiple-Item Scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12–39.
[27] Kotler, P., Armstrong, G., & Cunningham, M. H. (2008). Principles of marketing.Toronto: Pearson Prentice Hall.
[28] Tjiptono, F. (2015). Strategi Pemasaran, Edisi 4 (4th ed.). Utami, N. S. (2018). ANALISA KINERJA SEKTOR RITEL INDONESIA. 1(1), 43–48. www.republika.com.
[29] Özkan, P., Süer, S., Keser, İ.K. and Kocakoç, İ.D. (2020), "The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation", International Journal of Bank Marketing, Vol. 38 No. 2, pp. 384-405. https://doi.org/10.1108/IJBM-03-2019-0096
[2] Mubazaroh, R. (2020). ANALISIS PENGARUH PENETAPAN KEBIJAKAN DESENTRALISASI FISKAL TERHADAP KETIMPANGAN PENDAPATAN DI KABUPATEN/KOTA PROVINSI JAWA TIMUR PADA TAHUN 2015-2017.
[3] Agusalim, L. (2016). PERTUMBUHAN EKONOMI, KETIMPANGAN PEDAPATAN DAN DESENTRALISASI DI INDONESIA. KINERJA, 20, 53–68.
[4] Irawanto, Dodi Wirawan (2017) Indonesia Human Resource Management Practices: Cultural Dimension and PESTLE Analysis. Conference Proceedings International Conference on Social Science and Management ICSSAM. pp. 574-590. ISSN 978-986-89536-9-7.
[5] Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its I-mplications for Future Research.
[6] Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality. https://www.researchgate.net/publication/225083802.
[7] Zhong, Y., & Moon, H. C. (2020). What drives customer satisfaction, loyalty, and happiness in fast-food restaurants in china? Perceived price, service quality, food quality, physical environment quality, and the moderating role of gender. Foods, 9(4).https://doi.org/10.3390/foods9040460.
[8] Sudari, S. A., Tarofder, A. K., Khatibi, A., & Tham, J. (2019). Measuring the critical effect of marketing mix on customer loyalty through customer satisfaction in food and beverage products. Management Science Letters, 9(9), 1385–1396. https://doi.org/10.5267/j.msl.2019.5.012.
[9] Ryu, K. and Han, H. (2010), “Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: moderating role of perceived price”, Journal of Hospitality & Tourism Research, Vol. 34 No. 3, pp. 310-329.
[10] Lin, C.H., Sher, P.J. and Shih, H.Y. (2005), “Past progress and future directions in conceptualizing customer perceived value”, International Journal of Service Industry Management, Vol. 16 No. 4, pp. 318-336.
[11] Khandelwal, U. and Bajpai, N. (2012) “Price fairness and its linear dependence on consumer attitude: a comparative study in metro and non metro city”, European Journal of Business and Management, Vol. 4 No. 10, pp. 94-102.
[12] Zietsman, M. L., Mostert, P., & Svensson, G. (2019). Perceived price and service quality as mediators between price fairness and perceived value in business banking relationships: A micro-enterprise perspective. International Journal of Bank Marketing, 37(1), 2–19. https://doi.org/10.1108/IJBM-07 2017-0144.
[13] Shen, C., & Yahya, Y. (2021). The impact of service quality and price on passengers’ loyalty towards low-cost airlines: The Southeast Asia’s perspective. Journal of Air Transport Management, 91. https://doi.org/10.1016/j.jairtraman.2020.101966
[14] Kuo, R. J., Chi, S. C., & Kao, S. S. (2002). A decision support system for selecting convenience store location through integration of Fuzzy AHP and artificial neural network. Computers in Industry, 47(2), 199–214. https://doi.org/10.1016/s0166-3615(01)00147-6
[15] Scarborough, N.M. and Zimmerer, T.W. (2006), Effective Small Business Management: An Entrepreneurial Approach, Pearson/Prentice Hall, Upper Saddle River, NJ.
[16] Craig, C.S., Ghosh, A. and McLafferty, S. (1984), “Models of the retail location process: a review”, Journal of Retailing, Vol. 60 No. 1, p. 5.
[17] López-Jáuregui, Á., Martos-Partal, M., & Labeaga, J. M. (2019). Impact of SMEs strategy on loyalty: the hairdresser case. Spanish Journal of Marketing - ESIC, 23(2), 273–293. https://doi.org/10.1108/SJME-11-2018-0051.
[18] Ren, L., Qiu, H., Wang, P., Lin, P.M.C. (2016), Exploring customer experience with budget hotels: Dimensionality and satisfaction. International Journal of Hospitality Management, 52, 13-23.
[19] Risnawati, H., Sumarga, H. E., & Purwanto, S. (2019). THE EFFECT OF SERVICE QUALITY PRICES AND LOCATION OF COMPANIES TO CUSTOMER SATISFACTION IMPLICATIONS ON CUSTOMER LOYALTY. International Review of Management and Marketing, 9(6), 38–43. https://doi.org/10.32479/irmm.8736
[20] Aslam, W., Tariq, A., & Arif, I. (2019). The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis. Global Business Review, 20(5), 1155–1178.https://doi.org/10.1177/0972150919846965.
[21] Farooq, M.S., Salam, M., Favolle A., Jaafar, N., Ayuun K. (2018). Impact of service quality on customer satisfaction in Malaysia airlaines: a PLS-SEM approach. J. Air Transport. Manag 67,169-180
[22] Oliver, R.L., 1999. Whence consumer loyalty. J. Market. 63 (4_suppl, 1), 33-44
[23] Popp, B., & Woratschek, H. (2017). Consumer-brand identification revisited: An integrative framework of brand identification, customer satisfaction, and price image and their role for brand loyalty and word of mouth. Journal of Brand Management, 24(3), 250–270. https://doi.org/10.1057/s41262-017-0033-9
[24] Vlanchos, I., Lin, Z. (2014). Drivers of airline loyalty: evidence from the business travelers in China. Transport. Res. E logist. Transport. Rev. 71,1-17
[25] Närvänen, E., Kuusela, H., Paavola, H., & Sirola, N. (2020). A meaning-based framework for customer loyalty. International Journal of Retail and Distribution Management, 48(8), 825–843. https://doi.org/10.1108/IJRDM-05-2019-0153
[26] Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A Multiple-Item Scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12–39.
[27] Kotler, P., Armstrong, G., & Cunningham, M. H. (2008). Principles of marketing.Toronto: Pearson Prentice Hall.
[28] Tjiptono, F. (2015). Strategi Pemasaran, Edisi 4 (4th ed.). Utami, N. S. (2018). ANALISA KINERJA SEKTOR RITEL INDONESIA. 1(1), 43–48. www.republika.com.
[29] Özkan, P., Süer, S., Keser, İ.K. and Kocakoç, İ.D. (2020), "The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation", International Journal of Bank Marketing, Vol. 38 No. 2, pp. 384-405. https://doi.org/10.1108/IJBM-03-2019-0096