The Influence of Service Quality on Trust, Image, Satisfaction and Their Impact on Customer Loyalty (Study at some supermarkets in DKI Jakarta)

Dr. Zulkarnaen

Volume : VII, Issue : VII, July - 2017

The Influence of Service Quality on Trust, Image, Satisfaction and Their Impact on Customer Loyalty (Study at some supermarkets in DKI Jakarta)

Dr. Zulkarnaen

Abstract :

The purpose of this study was to investigate the influence of Service Quality and Customer Trust and Store Image and Customer Satisfaction and their impact on the Customer Loyalty at supermarket in province of DKI Jakarta.

Based on the purpose and conceptual framework, the research hypotheses are: 1) Service Quality impacts on Customer Loyalty, 2) Service Quality impacts on Customer Trust, 3) Service Quality impacts on Store Image, 4) Service Quality impacts on Customer Satisfaction, 5) Customer Trust impact on Customer Loyalty, 6) Store Image impact on Customer Loyalty, 7) Customer Satisfaction impacts on Customer Loyalty.

Research design used in a combination of verificative research and descriptive research, while research method used was survey approach. Research sample was 240 customers from 10 supermarket in Jakarta, 24 respondents taken from each supermarket. Sampling technique is done by mean of simple random sampling (SRS). The method of analysis used descriptive statistics on average, the proportions and Chi – Square as well and Structural Equation Modelling (SEM) method for hypothesis testing using software LISREL 8.8 version.

The research result states that 1) all variables in this study were assessed positively by respondents. However, there are some indicators that are assessed negatively, 2) the conclusion states that the test result proved the hypothesis based on empirical data.

Research results comes from a discussion of the strategic solution from the results of descriptive analysis.