THE MEDIATING EFFECT OF SERVICE QUALITYON STORE LAYOUT EFFECT TOWARD REPURCHASE INTENTION AT INDOMARET
DOI:
https://doi.org/10.24071/icebmr.v3i1.168Keywords:
Store layout, Service Quality, Repurchase Intention, Minimarket, OperationsAbstract
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.
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Copyright (c) 2024 Pande Putu Yuda Raditya Gunasta Putra, Helena Yovita Junijanto, Upayana Wiguna Eka Saputra (Author)
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