Building A Comprehensive Customer Satisfaction Model In Retail Business: A Conceptual Approach
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Aug 12, 2022
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Abstract
The purpose of this study is to build a comprehensive model of customer satisfaction. This research is an exploratory research through literature review. The analysis of the existing literature leads to the formulation of eight (8) research hypotheses. The findings of this study indicate that customer satisfaction is determined by product quality, service quality, perceived price fairness, promotion, distribution, brand image, attitudes, and customer experience. This research integrates in one conceptual model various variables that affect customer satisfaction which were previously studied separately. The influence and interaction of all the variables studied can explain what variables determine customer satisfaction. The results of the research in the form of a new comprehensive conceptual model can also be used as a consideration for retail businesses in increasing customer satisfaction.
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How to Cite
Rahmayanti, P. L. D., Suartina, I. W., Wijaya, N. S., Wardana, M. A., & Sumerta, K. (2022). Building A Comprehensive Customer Satisfaction Model In Retail Business: A Conceptual Approach . Enrichment : Journal of Management, 12(3), 2162-2170. https://doi.org/10.35335/enrichment.v12i3.631
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Diputra, Maha IGNAW and Yasa, N.N.K. (2021), The Influence of Product Quality, Brand Image, Brand Trust on Customer Satisfaction and Loyalty, American International Journal of Business Management, 4 (1), 25-34
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Evirasanti, M. Rahyuda, K. Yasa, N.N.K. (2016), Pengaruh Kualitas Makanan, Kualitas Layanan Dan Lingkungan Fisik Terhadap Kepuasan Dan Behavioral Intentions (Studi Di Métis Restaurant), E-Jurnal Ekonomi dan Bisnis Universitas Udayana, 5 (12)
Famiyeh, S., Asante-Darko, D. and Kwarteng, A. (2018), "Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture", International Journal of Quality & Reliability Management, Vol. 35 No. 8, pp. 1546-1567.
Farrag, D.A.R., Murphy, W.H. and Hassan, M. (2022), "Influence of category attitudes on the relationship between SERVQUAL and satisfaction in Islamic banks; the role of disruptive societal-level events", Journal of Islamic Marketing, Vol. 13 No. 4, pp. 843-867.
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Gök, O., Ersoy, P. and Börühan, G. (2019), The effect of user manual quality on customer satisfaction: the mediating effect of perceived product quality, Journal of Product & Brand Management, Vol. 28 No. 4, pp. 475-488.
Gorji, M. and Siami, S. (2020), How sales promotion display affects customer shopping intentions in retails, International Journal of Retail & Distribution Management, Vol. 48 No. 12, pp. 1337-1355.
Haron, R., Abdul Subar, N. and Ibrahim, K. (2020), Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust, Islamic Economic Studies, Vol. 28 No. 1, pp. 3-23.
Haverila, M. and Twyford, J.C. (2021), Customer satisfaction, value for money and repurchase intent in the context of system delivery projects: a longitudinal study, International Journal of Managing Projects in Business, Vol. 14 No. 4, pp. 936-959.
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