Research Article
Improvement of Service Quality and Store Image to Retain Customer in Denpasar
@INPROCEEDINGS{10.4108/eai.21-9-2018.2281160, author={Pande Gde Bagus Naya Primananda}, title={Improvement of Service Quality and Store Image to Retain Customer in Denpasar}, proceedings={Proceedings of International Conference of Social Science, ICOSS 2018, Denpasar, Indonesia}, publisher={EAI}, proceedings_a={ICOSS}, year={2019}, month={1}, keywords={service quality store image}, doi={10.4108/eai.21-9-2018.2281160} }- Pande Gde Bagus Naya Primananda
Year: 2019
Improvement of Service Quality and Store Image to Retain Customer in Denpasar
ICOSS
EAI
DOI: 10.4108/eai.21-9-2018.2281160
Abstract
The study explains about the relationship of service quality and store image with customer satisfaction and loyalty. This research was conducted in hypermarket in Denpasar, Bali. The number of samples in this study was 100 respondents by using purposive sampling technique. Methods of data collection in this study using questionnaires and interviews. The study only use four variables are service quality, store image, customer satisfaction, and customer loyalty. Need to add another variable like repeat purchase, word of mouth positive, trust, marketing mix, or other related variables. There is negative relationship between service quality and loyalty, and negative relationship between store image and customer satisfaction. The theoretical implication is that there is no significant influence between service quality, loyalty, and store image with satisfaction. The practical implications of this study, managers should examine the policies that can be attributed to the findings
