Authors : Zaky Abdul Qadir; Endi Rekarti; Dudi Permana

Volume/Issue : Volume 6 - 2021, Issue 11 - November

Google Scholar : http://bitly.ws/gu88

Scribd : https://bit.ly/3Gy9Th5

Abstract : This study purpose was to analyze customer loyalty and satisfaction model based on American Customer Satisfaction Index. There are several factor that influence customer loyalty of Indonesian Retail Sporting Goods customer. The study involved 251 respondents who are Sporting Goods Retail Store customer. PLS (Partial Least Square) was utilized by the researchers to examine data and structural models. According to the results of this study, customer satisfaction and trust have a good and considerable impact on customer loyalty. Perceived Quality and Customer Expectations have a significant positive impact on customer satisfaction, while Perceived Value is not significant. Perceived Quality and Customer Expectations have a significant and positive impact on perceived value. Finally, Customer Expectations have a significant and positive impact on Perceived Quality. Theoretical and practical implications, researchers need to test impact of Brand Loyalty compare to Customer Loyalty especially in Retail Sector and marketers should increase customer service to increase customer satisfaction that at the end increase customer loyalty of Retail Sporting Goods Customer.

Keywords : Customer Satisfaction, Customer Loyalty, Customer Trust, Perceived Value, Customer Expectation, Perceived Quality, Retail Sector, American Customer Satisfaction Index, Offline Retail.