Analisis Anteseden Store Loyalty

Abstract

This study examines and analyzes the factors that play a role as the beginning of the Store Loyalty consisting Perceptions of Product Quality and Service Quality Perceptions, Perceived Value, and Customer Satisfaction. The sample used in this research is the Customer of a supermarket who has a supermarket member card and monthly shopping needs at that supermarket routinely in the past 3 months. This research consisting respondents totaled 144 respondents. The sampling method used in this study is a non-probability sampling design, while the technique using purposive sampling. Based on the results of data analysis using Structural Equation Modeling (SEM) obtained results: 1) Product Quality Perceptions has a positive influence on Customer Satisfaction; 2) Service Quality Perceptions has a positive influence on Customer Satisfaction; 3) Perceived Value has a positive influence on Customer Satisfaction; 4) Customer Satisfaction has a positive effect on Store Loyalty.

Keywords: Customer Perceptions, Customer Satisfaction, Store Loyalty