Analisis Faktor-Faktor Yang Mempengaruhi Kepuasan Pelanggan Dalam Industri Ritel: Studi Kasus Pada Indomaret Gebang
DOI:
https://doi.org/10.31539/costing.v7i5.11092Keywords:
Universitas Muhammadiyah SidoarjoAbstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitasproduk, kualitas layanan, dan harga terhadap kepuasanpelanggan. Menggunakan pendekatan kuantitatif, studi inimenguji tiga hipotesis yang berkaitan dengan hubunganantara variabel-variabel tersebut. Hasil penelitianmenunjukkan bahwa kualitas produk, kualitas layanan, dan harga memiliki pengaruh yang signifikan terhadap kepuasanpelanggan. Kualitas produk yang meliputi keandalan, dayatahan, kesesuaian dengan spesifikasi, dan estetika terbuktiberkontribusi positif terhadap kepuasan. Kualitas layananyang mencakup aspek keandalan, daya tanggap, jaminan, empati, dan bukti fisik juga menunjukkan pengaruh yang signifikan. Demikian pula, harga yang wajar, transparan, dan konsisten ditemukan berperan penting dalam membentukkepuasan pelanggan. Temuan ini menyoroti pentingnyapendekatan holistik dalam meningkatkan kepuasan pelanggan, dengan memperhatikan ketiga aspek tersebut secarabersamaan. Implikasi praktis dan rekomendasi untukpenelitian masa depan juga dibahas.
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Chen, Y., Liu, Y., & Zhang, Z. (2021). The impact of hotel service quality on customer satisfaction: A multidimensional perspective. Int. J. Hosp. Manag., 95.
Gong, T., & Yi, Y. (2020). The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries. Psychol. Mark., 37(12), 1695–1716.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A primer on partial least squares structural equation modeling (PLS-SEM) (3rd ed.). SAGE Publications. https://doi.org/10.4135/9781506392445
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hossain, M. A., Akter, S., & Yanamandram, V. (2020). Customer analytics capabilities in the big data spectrum: A systematic approach to achieve sustainable firm performance. Technol. Forecast. Soc. Change, 161.
Inman, J. J., & Nikolova, H. (2022). Shopper-Facing Retail Technology: A Retailer Adoption Decision Framework Incorporating Shopper Attitudes and Privacy Concerns. J. Retail, 93(1), 7–28.
Jiang, L., Jun, M., & Yang, Z. (2020). Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce? Serv. Bus., 10(2), 301–317.
Kline, P. (2022). Handbook of Structural Equation Modeling (2nd ed.). Guilford Press.
Konuk, F. A. (2020). The role of store image, perceived quality, trust and perceived value in predicting consumers’ purchase intentions towards organic private label food. J. Retail. Consum. Serv., 55.
Kumar, A., & Kushwaha, A. (2021). Determinants of customer satisfaction in organized retail: A study of Indian context. J. Retail. Consum. Serv., 62.
Kumar, A., Prakash, A., & Kumar, R. (2021). Impact of price fairness on customer satisfaction and repurchase intentions: Moderating role of price sensitivity. J. Retail. Consum. Serv., 63.
Li, S., & Wang, Y. (2022). Exploring the Relationship Between Product Quality Attributes and Customer Satisfaction in E-commerce. Int. J. Qual. Serv. Sci., 15(2), 178–195.
Loureiro, S. M. C., Guerreiro, J., & Tussyadiah, I. (2021). Artificial intelligence in business: State of the art and future research agenda. J. Bus. Res., 129, 911–926.
Pantano, E., Priporas, S., & Dennis, C. (2021). Managing consumers’ dynamics within the emerging smart retail settings: Introduction to the special issue. J. Strateg. Mark., 29(3), 189–192.
Poushneh, A., & Vasquez-Parraga, A. Z. (2020). Emotional bonds with technology: The impact of customer readiness on upgrade intention, brand loyalty, and affective commitment through mediation impact of customer value. J. Theor. Appl. Electron. Commer. Res., 14(2), 90–105.
Pratama, I. G. A. K. R., & Suryani, T. (2021). The Effect of Service Quality and Website Quality on Customer Satisfaction and Loyalty in Indonesian E-Commerce. J. Asian Financ. Econ. Bus., 8(4), 579–589.
Priporas, C.-V., Stylos, N., & Fotiadis, A. K. (2020). Generation Z consumers’ expectations of interactions in smart retailing: A future agenda. Comput. Human Behav., 77, 374–381.
Purwanto, A., Asbari, M., & Santoso, T. T. (2021). Analisis Data Penelitian Manajemen: Berbasis Partial Least Square SEM (PLS-SEM). J. Ilm. Manag., 8(4), 618–632.
Rahman, A. (2023). Impact of Product Quality Dimensions on Customer Satisfaction: An Empirical Study. J. Bus. Manag., 24(3), 41–52.
Rahman, M. A., Islam, M. A., Esha, B. H., Sultana, N., & Chakravorty, S. (2021). Consumer buying behavior towards online shopping: An empirical study on Dhaka city, Bangladesh. Cogent Bus. Manag., 5(1).
Retail Customer Experience. (2023). 2023 Retail Customer Satisfaction Report. https://www.retailcustomerexperience.com/whitepapers/2023-retail-customer-satisfaction-report/
Roggeveen, A. L., Grewal, J., & Karsberg, J. (2021). The DAST Framework: Designing Atmospherics to Improve the Service Experience. J. Retail, 97(4), 584–598.
Sharma, S., & Nayak, J. K. (2022). Do service quality dimensions influence customer satisfaction in Indian banks? Int. J. Bank Mark., 40(3), 558–579.
Sulistyowati, R., Pahlevi, N. A., & Aji, I. P. (2020). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Cafe di Surabaya. J. Manaj. Strateg. Dan Apl. Bisnis, 3(1), 107–116.
Wang, Y., & Shukla, P. (2021). Customer satisfaction with hotels’ dynamic pricing: The role of price fairness perceptions and price sensitivity. Int. J. Hosp. Manag., 96.
Y. K. Dwivedi et al. (2021). Setting the future of digital and social media marketing research: Perspectives and research propositions. Int. J. Inf. Manage, 59.
Zhang, H., Zhao, X., & Guoa, C. (2022). The effects of service quality on customer satisfaction and loyalty in China’s retail industry. J. Retail. Consum. Serv., 65.
Zhang, Y., Ren, J., Liu, Y., Xu, Z., Guo, C., & Zhang, J. (2020). A framework for smart production-logistics systems based on CPS and industrial IoT. IEEE Trans. Ind. Inform., 14(9), 40119–44032.
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2024-08-26
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