RETAIL SERVICE QUALITY AND PRODUCT QUALITY ON CUSTOMER LOYALTY: THE CASE OF MATAHARI DEPARTEMENT STORE

• Main Author: LAURA ROSELLA ( NIM : 19015127), YOSEFA
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/31772
• Institution: Institut Teknologi Bandung

<p align="justify"> <br /> <br /> According to World Bank data, Indonesia’s economic condition is growing positively. In contrast, Indonesia's retail industry weaken not only nationally, but globally as well. In today's competitive retail market, customer loyalty has been one of the issue every company are trying to generate. Therefore, as the slow movement of retail industry in Indonesia, retail companies (Matahari Department Store in this case) still have to work more on capturing all elements which build their customer loyalty. This study attempts to examine the impacts from some of the elements, retail service quality (that is Personal Interaction, Policy, Physical Aspects, Reliability, and Problem Solving) and product quality (including Product Features, Aesthetics, and Customer-perceived Quality) on customer loyalty. The study shows that only three dimensions (Personal Interaction, Policy, and Physical Aspect) of retail service quality is positively associated with customer loyalty, and one dimension (Customer perceived-value) of product quality is positively associated with customer loyalty. By taking part in this field of study, this research adds significant and meaningful information on the marketing issue of customer loyalty in retail industry, especially fashion retail, which will be valuable to many readers. <br /> <p align="justify">