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The Influence of Shopping Experience and Perceived Value Toward Customer Satisfaction and their Impacts on Customer Loyalty at Minimarkets in Aceh

Author

Listed:
  • Saiful Amri

    (Department of Political Science, ENCG, Hassan First University, Morocco)

  • Jasman J. Ma'ruf

    (Economy and Business Faculty at Syiah Kuala University, Indonesia)

  • Mirza Tabrani

    (Economy and Business Faculty at Syiah Kuala University, Indonesia)

  • Nurdasila Darsono

    (Economy and Business Faculty at Syiah Kuala University, Indonesia)

Abstract

The aim of this research is to identify: (1) the influence of shopping experience and the perceived value toward customersatisfaction (2) the influence of shopping experience , the perceived value and customersatisfaction toward customer loyalty (3) the indirect influence of shopping experience and perceived value toward customer loyalty at minimarkets in Aceh evaluated through customer satisfaction.The research was conducted at minimarkets in Aceh. The objects of the study are: shopping experience role, and the perceived value between consumer loyalty and customer satisfaction which become the mediating variables. The number of population in this study is all the customers at minimarkets in Aceh, therefore, the sampling technique used in the research was known as the non- probability sampling. It is conducted by taking the purposive sampling method, it means that the population considered as research sample has certain criterias, At the end, there were 270 respondents as the sample population.Structural Equation Modeling (SEM) was the analysis equipment. The study identifies that the shopping experience and perceived value have positive and significant impact on customer satisfaction and shopping experience, moreover, the perceived value and customer satisfaction provide positive and significant impact toward the customer loyalty. In addition, the shopping experience and the perceived value indirectly give positive impact and significantly influence the customer loyalty of minimarkets in Aceh which shown through thee customer satisfaction.

Suggested Citation

  • Saiful Amri & Jasman J. Ma'ruf & Mirza Tabrani & Nurdasila Darsono, 2019. "The Influence of Shopping Experience and Perceived Value Toward Customer Satisfaction and their Impacts on Customer Loyalty at Minimarkets in Aceh," International Review of Management and Marketing, Econjournals, vol. 9(4), pages 87-94.
    • Handle: RePEc:eco:journ3:2019-04-12
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    References listed on IDEAS

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    1. Yu-Te Tu & Hsiao-Chien Chang, 2012. "Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan," Journal of Social and Development Sciences, AMH International, vol. 3(1), pages 24-32.
    2. Söderlund, Magnus & Sagfossen, Sofie, 2017. "The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 219-229.
    3. Kim, Myung-Ja & Chung, Namho & Lee, Choong-Ki, 2011. "The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea," Tourism Management, Elsevier, vol. 32(2), pages 256-265.
    4. Chuah, Stephanie Hui-Wen & Marimuthu, Malliga & Kandampully, Jay & Bilgihan, Anil, 2017. "What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 124-136.
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    Citations

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    Cited by:

    1. Toni Dwi Yulian & Wahdiyat Moko & Mugiono, 2022. "E-commerce fashion in Surabaya City: How e-shopping experience affects e-loyalty by moderating e-trust and e-satisfaction," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(9), pages 24-34, December.
    2. Ogechi Adeola & Isaiah Adisa & Adenike Moradeyo & Oserere Ibelegbu, 2023. "Mall Environment and Mall Value as Antecedents of Customer Loyalty in Shopping Malls: Evidence from Sub-Saharan Africa," Sustainability, MDPI, vol. 15(4), pages 1-14, February.

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    More about this item

    Keywords

    Shopping experience; perceived value; customer satisfaction and customers loyalty.;
    All these keywords.

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising

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