Measuring the service quality in the traditional markets to be very interesting, especially linked to in-store logistics, satisfaction and loyalty of traditional markets customer. The aim of this paper is to analyze the influence of retail service quality and in-store logistics, towards both custom…
Measuring the service quality in the traditional markets to be very interesting, especially linked to in-store logistics, satisfaction and loyalty of traditional markets customer. The aim of this paper is to analyze the influence of retail service quality and in-store logistics, towards both customer satisfaction and loyalty in Indonesian traditional market context. The model proposed is to study the relationship between retail service quality and in-store logistics, satisfaction, and commitment. This research has been conducted on 400 customers in 16 traditional markets in West Java, Indonesia. A procedure of structural equation modelling has been applied to evaluate the proposed of research model. The methodology used consists of two stages. The first step was to check the construct validity through Convergent Validity (CV), Average Variance Extracted (AVE), Construct Reliability (CR), and Discriminant Validity (DC). Secondly, a structural equation modelling. The results reveal that retail service quality have positively influenced loyalty, however, they show a non-significant effect on customer satisfaction. On the other hand, in-store logistics have positively influenced customer satisfaction, but not on customer loyalty. Furthermore, satisfaction also positively influences on loyalty.