Research Article
Assessing the Impact of the Retail Service Quality and In-Store Logistics on Customer Satisfaction and Loyalty
@INPROCEEDINGS{10.4108/eai.4-11-2020.2304550, author={Moh Farid Najib and Deddy Saefuloh}, title={Assessing the Impact of the Retail Service Quality and In-Store Logistics on Customer Satisfaction and Loyalty}, proceedings={Proceedings of the First International Conference on Economics, Business and Social Humanities, ICONEBS 2020, November 4-5, 2020, Madiun, Indonesia}, publisher={EAI}, proceedings_a={ICONEBS}, year={2021}, month={2}, keywords={retail service quality in-store logistics satisfaction loyalty}, doi={10.4108/eai.4-11-2020.2304550} }- Moh Farid Najib
Deddy Saefuloh
Year: 2021
Assessing the Impact of the Retail Service Quality and In-Store Logistics on Customer Satisfaction and Loyalty
ICONEBS
EAI
DOI: 10.4108/eai.4-11-2020.2304550
Abstract
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.
