Consumer Satisfaction and Sustainable Loyalty in Retail: Perspective from Serice Quality and Perceived Price
Vol. 1 (2021), Marketing Management
Vol. 1 (2021)

Consumer Satisfaction and Sustainable Loyalty in Retail: Perspective from Serice Quality and Perceived Price

Marketing Management
https://doi.org/10.47494/pbft.2021.1.17
Published 2021-08-02
Meylia Amanatul Rochma
Management Department, Faculty of Economy and Business, Universitas Dinamika, Indonesia
Devy Eleonora Julya Christanti Jun
Management Department, Faculty of Economy and Business, Universitas Dinamika, Indonesia
Achmad Yanu Alif Fianto
Management Department, Faculty of Economy and Business, Universitas Dinamika, Indonesia
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Keywords

Consumer Satisfaction
Customer Loyalty
Service Quality
Price Perspective

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How to Cite

Rochma, M. A. ., Jun, D. E. J. C. ., & Fianto, A. Y. A. . (2021). Consumer Satisfaction and Sustainable Loyalty in Retail: Perspective from Serice Quality and Perceived Price. Procedia Business and Financial Technology, 1. https://doi.org/10.47494/pbft.2021.1.17
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Abstract

This research investigates the effect of service quality and price perception on customer satisfaction and the effect of customer satisfaction on customer loyalty. This research also seeks to investigate the mediating role of customer satisfaction on the relationship between service quality and price perception with customer loyalty. This research focuses observations on 100 students in Sidoarjo who have made purchases in Indomaret- Sidoarjo. To test the research hypothesis, this research adopted the Structural Equation Model-Partial Least Square (SEM-PLS) technique using SmartPLS. This research found that customer satisfaction has a significant effect on customer loyalty and price perception also has a significant effect on customer loyalty. However, this study actually proves that service quality apparently has no significant effect on customer satisfaction

https://doi.org/10.47494/pbft.2021.1.17
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This work is licensed under a Creative Commons Attribution 4.0 International License.

Copyright (c) 2021 Meylia Amanatul Rochma, Devy Eleonora Julya Christanti Jun, Achmad Yanu Alif Fianto