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

Ardelia Ivana(1*),


(1) 
(*) Corresponding Author

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

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