PENGARUH IN-STORE CUSTOMER EXPERIENCE TERHADAP CUSTOMER SATISFACTION WITH RETAIL STORE DAN STORE LOYALTY GERAI SEPHORA

Ardelia Ivana

Abstract


Penelitian ini bertujuan untuk untuk mengetahui pengaruh in-store customer experience terhadap customer satisfaction with retail store dan store loyalty gerai Sephora. Variabel independent yang digunakan dalam penelitian ini adalah in-store customer experience. Variabel dependent yang digunakan adalah store loyalty. Variabel mediasi yang digunakan adalah customer satisfaction with retail store. Sampel data yang diteliti adalah konsumen Sephora yang membeli produk kosmetik minimal satu kali dalam jangka waktu satu tahun. Metode analisis yang digunakan adalah Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa in-store customer experience berpengaruh secara signifikan terhadap customer satisfaction with retail store dan store loyalty gerai Sephora.


Keywords


Customer Satisfaction With Retail Store, Store Loyalty, In-Store Customer Experience, Sephora, Affective Experience, Cognitive Experience, Social Experience, Physical Experience

References


Abrudan, I. N., Plăias, I., & Dabija, D. C. (2015). The Relationship among image, customer satisfaction and loyalty - innovative factor of competitiveness for shopping centers. Amfiteatru Economic, 17(39), 536–552.

Bloemer, J. M. M., & de Ruyter, K. (2017). Guidelines for certification with respect to the movement of livestock for Mycobacterium avium subsp paratuberculosis ( MAP ) infection Contents. 32(5), 1–16.

Bloemer, J. M. M., & Kasper, H. D. P. (1995). The Complex relationship between consumer customer satisfaction and brand loyalty. Journal of Economic Psychology, 16(2), 311–329. https://doi.org/10.1016/0167-4870(95)00007-B

Bustamante, J. C., & Rubio, N. (2017). Measuring customer experience in physical retail environments. Journal of Service Management, 28(5), 884–913. https://doi.org/10.1108/JOSM-06-2016-0142

Bustamante, J., & Rubio, N. (2017). In Store customer experience: A First approximation in the construction of a scale. Latin America Advances in Consumer Research, 4(January 2017), 76–80.

Carlson, B. D., Suter, T. A., & Brown, T. J. (2008). Social versus psychological brand community: The Role of psychological sense of brand community. Journal of Business Research, 61(4), 284–291. https://doi.org/10.1016/j.jbusres.2007.06.022

Choi, Y. G., Ok, C. M., & Hyun, S. S. (2017). Relationships between brand experiences, personality traits, prestige, relationship quality, and loyalty: An Empirical analysis of coffeehouse brands. International Journal of Contemporary Hospitality Management, 29(4), 1185–1202. https://doi.org/10.1108/IJCHM-11-2014-0601

David, D., Miclea, M., & Opre, A. (2004). The Information-processing approach to the human mind: Basics and beyond. Journal of Clinical Psychology, 60(4), 353–368. https://doi.org/10.1002/jclp.10250

Erevelles, S. (1998). The Role of affect in marketing. Journal of Business Research, 42(3), 199–215. https://doi.org/10.1016/S0148-2963(97)00118-5

Ghofar, A., & Islam, S. M. N. (2015). Conceptual framework and hypotheses development. Contributions to Management Science, 60(2), 41–52. https://doi.org/10.1007/978-3-319-10996-1_3

Grewal, D., Baker, J., Levy, M., & Voss, G. B. (2003). The Effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores. Journal of Retailing, 79(4), 259–268. https://doi.org/10.1016/j.jretai.2003.09.006

Holbrook, M. B., & Hirschman, E. C. (1982). The Experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132. https://doi.org/10.1086/208906

Jogiyanto. (2009). Konsep & aplikasi PLS untuk penelitian empiris. BPFE Yogyakarta.

Kementerian Perindustrian Republik Indonesia. (2018). Kinerja industri kosmetik nasional lampaui pertumbuhan ekonomi. Retrieved from : https://kemenperin.go.id/artikel/19435/Kinerja-Industri-Kosmetik-Nasional-Lampaui-Pertumbuhan-Ekonomi

Khan, I., Garg, R. J., & Rahman, Z. (2015). Customer service experience in hotel pperations: An Empirical analysis. Procedia - Social and Behavioral Sciences, 189, 266–274. https://doi.org/10.1016/j.sbspro.2015.03.222

Lipkin, M. (2016). Journal of service management customer experience formation in today’s service landscape customer experience formation in today’s service landscape. Journal of Service Management Iss Journal of Service Management, 27(5). https://doi.org/10.1108/JOSM-06-2015-0180

Meyer, C. and Schwager, A. (2007), “Understanding customer experience”, Harvard Business Review, Vol. 85 No. 2, pp. 116-126.

Ograjenšek, I., & Gal, I. (2011). The Concept and assessment of customer satisfaction. Modern Analysis of Customer Surveys: With Applications Using R, May 2019, 107–127. https://doi.org/10.1002/9781119961154.ch7

Parker, C., & Ward, P. (2000). An Analysis of role adoptions and scripts during customer‐to‐customer encounters. European Journal of Marketing, 34(3/4), 341–359. https://doi.org/10.1108/03090560010311894

Ranabhat, D. (2018). Customer loyalty in business. Centria University of Applied Science, March, 33+3. https://www.theseus.fi/bitstream/handle/10024/142883/Ranabhat Durga .pdf?sequence=1&isAllowed=y

Saribanon, E., Sitanggang, R., & Amrizal, A. (2017). Kepuasan pengguna jasa transportasi untuk meningkatkan loyalitas. Jurnal Manajemen Transportasi Dan Logistik, 3(3), 317. https://doi.org/10.25292/j.mtl.v3i3.81

Schmitt, B. (2010). Experiential Marketing Bernd Schmite ExperientialNiarketing. January 2013, 37–41.

Shen, K. N., Cai, Y., & Guo, Z. (2016). When do online consumers shop in an offline store: The Moderating effects of product characteristics. Journal of Marketing Channels, 23(3), 129–145. https://doi.org/10.1080/1046669X.2016.1186472

Singh, P., & Soch, H. (2015). Examining mediating effects of customer shopping experience on the relationship between antecedents of in-store experience and impulse buying – A Theoretical framework. International Proceedings of Economics Development and Research, 85, 39–48.

Sivadas, E., & Baker-Prewitt, J. L. (2000). An Examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management, 28(2), 73–82. https://doi.org/10.1108/09590550010315223

Sugiyono. (2018). Metode penelitian pendidikan pendekatan kuantitatif, kualitatif, dan R&D. Bandung: Alfabeta.

Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer cxperience creation: Determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31–41. https://doi.org/10.1016/j.jretai.2008.11.001

Weerasinghe, R., & Peramunugamage, A. (2014). Online shopping behaviour of young adults in higher education sector: How brand matters. KDU International Research Symposium Proceedings, August, 254–259. http://ir.kdu.ac.lk/handle/345/1622%09

Zhang, E. M. (2010). Understanding the Acceptance of mobile SMS advertising among young chinese consumers. Psychology & Marketing, 30(6), 461–469. https://doi.org/10.1002/mar


Refbacks

  • There are currently no refbacks.