THE MEDIATING EFFECT OF SERVICE QUALITYON STORE LAYOUT EFFECT TOWARD REPURCHASE INTENTION AT INDOMARET

Pande Putu Yuda Raditya Gunasta Putra; Helena Yovita Junijanto; Upayana Wiguna Eka Saputra

doi:10.24071/icebmr.v3i1.168

Authors

Pande Putu Yuda Raditya Gunasta Putra Sanata Dharma University Author
Helena Yovita Junijanto Universitas Gajah Putih Author
Upayana Wiguna Eka Saputra Politeknik Negeri Bali Author

DOI:

https://doi.org/10.24071/icebmr.v3i1.168

Keywords:

Store layout, Service Quality, Repurchase Intention, Minimarket, Operations

Abstract

A comprehensive exploration of Indomaret's triumph within the Indonesian minimarket retail sector remains absent from the literature, particularly from an operational standpoint. This investigation endeavors to fill this gap by presenting an empirical inquiry into the pivotal role of operational management, specifically focusing on store layout and service quality, in augmenting customer repurchase behavior at Indomaret. Employing quantitative methodologies, this study harnesses survey data procured through Google Forms, which will be subjected to analysis via. Structural Equation Modeling-Partial Least Squares (SEM-PLS 3). The findings reveal a noteworthy positive correlation between store layout, service quality, and customer repurchases at Indomaret. Additionally, the study unveils the significant mediating function of service quality in the relationship between store layout and customer repurchases. Notably, the distinctive contribution of this research lies in its empirical validation of the mediating role of service quality in influencing the impact of store layout on customer repurchase behaviour at Indomaret. Furthermore, this study offers both theoretical

insights and practical implications for the industry.

Downloads

Download data is not yet available.

References

Alaan, Y. (2016). Pengaruh service quality (tangible, empathy, reliability, responsiveness dan assurance) terhadap customer satisfaction: Penelitian pada Hotel Serela Bandung. Jurnal Manajemen Maranatha, 15(2).

Bataha, E. M., Mananeke, L., & Imelda, W. J. (2020). Pengaruh Store atmosphere Dan Persepsi Harga Terhadap Minat Beli Konsumen Dengan Kepuasan Konsumen Sebagai Pemediasi (Studi Pada Warong Kobong Di Kota Manado). JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 7(1).

Belch, G. E., & Belch, M. A. (2018). Advertising and promotion: An integrated marketing communications perspective. mcgraw-hill.

Berman, B., & Evans, J. (2010). Retail management, a strategic approach. Prentice Hall, New Jersey.

Chang, W.-J., Liao, S.-H., Chung, Y.-C., & Chen, H.-P. (2020). Service quality, experiential value and repurchase intention for medical cosmetology clinic: moderating effect of Generation. Total Quality Management & Business Excellence, 31(9–10), 1077–1097.

Databooks. (2023). Nilai Pendapatan Penjualan Indomaret dan Alfamart (2018-2022).

Dokcen, C., Obedgiu, V., & Nkurunziza, G. (2021). Retail atmospherics and retail store patronage of supermarkets in emerging economies: mediating role of perceived service quality. Journal of Contemporary Marketing Science, 4(1), 83–111. https://doi.org/10.1108/jcmars-09-2020-0037

Elbers, T. (2016). The effects of in-store layout-and shelf designs on consumer behavior. Wageningen UR, 1–22.

Fatimatuz, S., Arimbawa, G., & Rochman, M. (2022). Attribution 4.0 International (CC BY 4.0) The Effect of Service Quality, Product Quality and Lifestyle on Repurchases Intention on Optical Nusa-Gedangan Sidoarjo. 3.

Gayati, M. D. (2019). Aprindo sebut faktor yang pengaruhi penutupan Giant. ANTARA.

Hair Jr, J. F., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: updated guidelines on which method to use. International Journal of Multivariate Data Analysis, 1(2), 107–123.

Hussain, R., & Ali, M. (2015). Effect of Store Atmosphere on Consumer Purchase Intention. International Journal of Marketing Studies, 7(2). https://doi.org/10.5539/ijms.v7n2p35

Kotler, P. T., & Armstrong, G. (2018). Principles of Marketing.

Krajewski, L. J., & Malhotra, M. K. (2022). Operations management: Processes and supply chains. Pearson.

Mosavi, S. A., & Ghaedi, M. (2012). A survey on the relationship between trust, customer loyalty, commitment and repurchase intention. African Journal of Business Management, 6(36), 10089.

Najmudin, M., & Putra, A. G. B. (2021). Pengaruh Kualitas Layanan Terhadap Loyalitas Layanan Pelanggan Dengan Kepuasan Sebagai Variabel Mediasi. Prosiding Diseminasi Hasil Penelitian.

Pambudi, A. R. (2019). Pengaruh Store Layout Dan Food Quality Terhadap Minat Beli Ulang Dan Customer Satisfaction Pada Ready To Eat Bakery. Jurnal Manajemen Pemasaran, 13(1), 1–7.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.

Pereira, D., Giantari, N. G. K., & Sukaatmadja, I. P. G. (2016). Pengaruh service quality terhadap satisfaction dan customer loyalty Koperasi Dadirah di Dili Timor-Leste. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 5(3), 455–488.

Putri, I. W., & Suprapti, I. (2020). Pengaruh Kualitas Layanan terhadap Loyalitas dengan Variabel Kepuasan sebagai Variabel Mediasi pada Wisata Petik Apel Kelompok Tani Makmur Abadi (KTMA). Agriscience, 1(1), 219–231.

Rejeki, S., & Hadi, S. (2020). Pengaruh Store Atmosphere Terhadap Minat Beli Konsumen (Studi Kasusu Di Kedai Giyong Kekalik Mataram). Journal Of Applied Business And Banking (Jabb), 1(1), 65–84.

Rohaeni, H., & Damayanti, A. (2018). Pengaruh Store Layout Terhadap Impulse Buying di Toko Buku Gramedia Istana Plaza Bandung. Ekspansi: Jurnal Ekonomi, Keuangan, Perbankan, Dan Akuntansi, 10(2), 177–192.

Simamora, B. (2004). Riset pemasaran: Falsafah, teori, dan aplikasi. Jakarta: PT Gramedia Pustaka Utama.

Suardyana, I. W. E., & Tiarawati, M. (2022). Pengaruh Brand Image, Lokasi, dan Store Atmosphere terhadap Niat Beli Ulang pada Pelanggan Indomaret di Wilayah Surabaya. Nomicpedia: Journal of Economics and Business Innovation, 2(2), 129–141.

Theresia, N. M. M. D. T., & Wardana, I. M. (2019). Pengaruh Pengalaman Belanja Online, Kepuasan Pelanggan, Dan Adjusted Expection Terhadap Niat Membeli Kembali Melalui Traveloka. Udayana University.

Tobroni, M. B. (2022). Pengaruh Dimensi Store Atmosphere Terhadap Minat Beli. Jurnal Fokus Manajemen Bisnis, 12(2), 131–141.

Wiatna, R. A. (2022). Pengaruh E-Service Quality terhadap Repurchase Intention melalui E-Satsifaction pada Pengguna Aplikasi E-Grocery.

Wijaya, I., & Nurcaya, I. N. (2017). Kepuasan Pelanggan Memediasi Kualitas Produk Dan Kewajaran Harga Terhadap Loyalitas Merek Mcdonalds Di Kota Denpasar. E-Jurnal Manajemen Unud, 6(3), 1534–1563.

Wiradarma, I. W. A., & Respati, N. N. R. (2020). Peran customer satisfaction memediasi pengaruh service quality terhadap repurchase intention pada pengguna lazada di Denpasar. E-Jurnal Manajemen Universitas Udayana, 9(2), 637–657.