THE INFLUENCE OF RETAIL SERVICE QUALITY DIMENSIONS TOWARDS CUSTOMER SATISFACTION AND CUSTOMER LOYALTY (A Survey of Carrefour / Transmart customer in Greater Jakarta)

Abstract

Purpose – The purpose of this research is to give understanding about the service quality of Carrefour / Transmart in greater Jakarta area. This research is to measure customer loyalty and customer satisfaction through retail service quality with five dimension which are physical aspect, reliability, personal interaction, problem solving and policy. Design/methodology/approach - This research paper is using quantitative method with 229 respondent data and spread online survey through google form. The sampling technique in this research is using purposive sampling. There are validity and reliability test. Moreover, this study measures the hypothesis by using SEM (Structural Equation Model). Findings - From the results of data processing, states that physical aspect, reliability, personal interaction, problem solving, and policies influences customer satisfaction, then customer satisfaction influence customer loyalty. Research Limitation  This study focuses on people both women and men who ever shopped at Carrefour / Transmart in Greater Jakarta.