零售服务质量、满意度和信任：印尼传统市场背景下顾客忠诚度的关键

Q3 Business, Management and Accounting

International Journal of Electronic Marketing and Retailing Pub Date : 2019-12-19 DOI:10.1504/ijemr.2019.10025918

M. Najib, Adila Sosianika

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引用次数: 7

摘要

本文的目的是在印尼传统市场的背景下实证研究零售服务质量对满意度和信任的影响。该模型还旨在检验零售服务质量、满意度、信任和忠诚度之间的关系。一项针对印尼万隆周边16个传统市场的400名购物者的研究。采用结构方程建模程序对所提出的研究模型进行了验证。研究结果表明，零售服务质量对满意度和信任度有正向影响。然而，它会对忠诚度产生负面影响。此外，满意度和信任度都会对忠诚度产生积极影响。同样，满意度也会对信任产生积极影响。满意度和信任在零售服务质量和忠诚度之间起中介作用。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Retail service quality, satisfaction, and trust: the key to shopper loyalty in the context of the Indonesian traditional market

The purpose of this paper is to empirically investigate the influence of retail service quality towards satisfaction and trust in the context of the Indonesian traditional market. The proposed model also aims to examine the relationship between retail service quality, satisfaction, trust, and loyalty. A study has been conducted on 400 shoppers in 16 traditional markets around Bandung, Indonesia. Structural equation modelling procedure was used to test the proposed research model. The results of this research indicate that retail service quality positively influences satisfaction and trust. However, it negatively affects loyalty. Furthermore, satisfaction and trust both positively influence loyalty. Similarly, satisfaction also positively influences trust. Satisfaction and trust mediate the relationship between retail service quality and loyalty.

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来源期刊

International Journal of Electronic Marketing and Retailing Business, Management and Accounting-Business and International Management

CiteScore

2.30

自引率

0.00%

发文量

期刊介绍： The IJEMR is a scholarly and refereed journal that provides an authoritative source of information for scholars, academicians, and professionals in the fields of electronic marketing and retailing. The journal promotes the advancement, understanding, and practice of electronic marketing and retailing. Manuscripts offering theoretical, conceptual, and practical contributions are encouraged.