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.
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.