Retail service quality, satisfaction, and trust: the key to shopper loyalty in the context of the Indonesian traditional market

Najib, Moh Farid; Sosianika, Adila

doi:10.1504/ijemr.2019.10025918

Cited by 9 publications

(9 citation statements)

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“…Although SERVQUAL and SERVPERF have been experimentally studied in several research related to pure services (e.g., banking, healthcare, and telephone services), they are not always successful in understanding retail businesses (Dabholkar et al, 1996). "Due to the unique nature of retail services, quality improvement and measurement of retail cannot be approached in the same way as from the service perspective" (Najib & Sosianika, 2019).…”

Section: H5: Policy Is Positively Related To Customer Satisfactionmentioning

confidence: 99%

Assessing customer satisfaction with the retail service quality of Zara Vietnam stores

Tho¹

2023

JFM

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The goal of this study is to investigate customer satisfaction with the retail service quality at ZARA Vietnam outlets by using the Retail Service Quality Scale (RSQS) on five dimensions such as reliability, physical aspects, problem-solving, personal interaction, and policy. By using Smart PLS 3.2.0 software for a sample of 186 ZARA clients, the results showed that consumer satisfaction with the retail service quality at ZARA stores is fulfilled in physical aspects, reliability, problem-solving, and policy. On the other hand, personal interactions were not appreciated by customers. The findings provide some guidance for foreign fashion brands on how to improve retail service quality in Vietnam.

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Section: H5: Policy Is Positively Related To Customer Satisfactionmentioning

confidence: 99%

Assessing customer satisfaction with the retail service quality of Zara Vietnam stores

Tho¹

2023

JFM

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“…Tambunan (Tambunan, 2011) juga menambahkan jika mayoritas UMKM tidak teregistrasi sehingga tidak mempunyai akses terhadap pajak maupun program-program pemerintah. UMKM seperti halnya pedagang yang berjualan dipasar tradisional, banyak mengalami tantangan baik dengan para pedagang sendiri maupun dengan pasar modern, dari sisi layanan, ketersediaan produk dan daya saingnya (Najib & Adila, 2018;Najib & Sosianika, 2019;Najib, 2020).…”

Section: Pendahuluanunclassified

Inovasi Desain Kemasan (Packaging) sebagai Faktor Peningkatan Daya Saing Produk UMKM di Desa Ciwarua, Kabupaten Bandung Barat

et al. 2022

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The purpose of this Community Service (PkM) program is to solve the problems faced by MSMEs for home-based industrial food products in Ciwaruga Village, Parongpong District, West Bandung Regency through assistance in the process of developing product packaging designs produced by MSMEs. Justification for priority issues was developed by optimizing potential through community empowerment through Community Service program support to increase awareness of packaging through surveys of packaging importance, development of appropriate technology and development of marketing networks to increase the competitiveness of MSME home-cooked food products in Ciwaruga Village. The design design of the problem solution implementation method begins with coordination with the Village Head and the Ciwaruga Village Secretary. The output that will be produced from the Community Service program is Appropriate technology, in the form of packaging design/design and a high level of understanding about the importance of packaging through packaging development training.

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“…Hence, trust breeds the confidence the customers have in the store about its products and services. Greater store trust leads to higher store loyalty (Najib & Sosianika, 2019). Therefore, customer trust can be considered as an important antecedent of customer loyalty.…”

Section: Trustmentioning

confidence: 99%

“…Grah and Tominc (2015) validated a positive relationship between satisfaction and trust in Slovenian supermarkets. Najib and Sosianika, 2019 revealed that customer satisfaction brings trust among the traditional shoppers' of Indonesia which means that satisfied shoppers' have trust in traditional markets. Therefore, based on the above discussion on customer satisfaction and trust the present study proposed the seventh hypothesis to be examined in Bangladesh retail context: H7: A significant relationship exists between Customer Satisfaction and Trust in Bangladesh retail markets.…”

Section: Relationship Between Customer Satisfaction and Trustmentioning

confidence: 99%

“…It is claimed that the positive and direct effect of store image influenced store loyalty through the mediating effect of customer satisfaction (Bloemer & Ruyter, 1998;Dullie, 2012;Guduk, 2016;Arief & Widayatmoko, 2018). However, the significant role of trust in building the confidence of Indonesian traditional market shoppers to increase store loyalty has been emphasized by Najib and Sosianika (2019). Earlier, Bowen and Shoemaker (2003) considered trust as an essentially important element of loyalty because trust cannot be easily copied by competitors.…”

Section: Introductionmentioning

confidence: 99%

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The Effect of Store Image on Store Loyalty Mediated by Customer Satisfaction and Trust

Shamsher

2021

business-perspective-review

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Purpose: This study aims to identify the influence of store image on store loyalty in the context of the Bangladesh retail market. It also observes the mediating roles of trust and customer satisfaction on store image and store loyalty. Methods: This is a quantitative cross-sectional study based on survey data. Data were collected through a structured questionnaire. The study used a non-probability, convenience sampling technique. Responses from 534 supermarket shoppers were included for analysis. Partial Least Square (PLS) based Structural Equation Modeling (SEM) was used to analyze the data. Results: The results revealed that the store image has a direct relationship with store loyalty. The study also validates an indirect relationship between store image and store loyalty via customer satisfaction and trust. Implications: This paper contributes to the theoretical and practical knowledge to formulate effective retail marketing strategies which may affect customer loyalty. The results of the study also have a contribution to the overall development of the retailing industry of Bangladesh. Originality: This study envisioned a unique model considering the multi-dimensional hierarchical concept of store image and customer loyalty. Additionally, this study validated the intervening role of trust between store image and store loyalty which is a pioneering attempt in this regard. Limitations: The study would have been made more effective if other variables like service quality, store choice, purchase intention, store reputation affecting store loyalty, etc. were also included. In addition, the use of non-probability sampling (convenience sampling) also restricts the generalizability of the findings.

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Retail service quality, satisfaction, and trust: the key to shopper loyalty in the context of the Indonesian traditional market

Cited by 9 publications

References 0 publications

Assessing customer satisfaction with the retail service quality of Zara Vietnam stores

Assessing customer satisfaction with the retail service quality of Zara Vietnam stores

Inovasi Desain Kemasan (Packaging) sebagai Faktor Peningkatan Daya Saing Produk UMKM di Desa Ciwarua, Kabupaten Bandung Barat

The Effect of Store Image on Store Loyalty Mediated by Customer Satisfaction and Trust

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