SHOPPING MOTIVATION AND THEIR INFLUENCE ON SATISFACTION AND CUSTOMER LOYALTY

Abstract

Purpose - This study goal is to seek the factors that affecting customer loyalty in Greater Jakarta and Bandung, Indonesia. The independent variables that were used are shopping motives in terms of Information Attainment, Uniqueness Seeking, Social Interaction, Browsing and satisfaction as mediating variables. The dependent variable of this study is Customer Loyalty. Design/Methodology/Approach - 25 item construct instrument were distributed to the person who has ever purchased at Miniso Jakarta, Bogor, Depok, Tangerang, Bekasi, and Bandung. I used survey questionnaire technique with Non-probability snowball sampling. There was a total of 286 respondents with 253 valid responses and 33 invalid responses that didn’t pass one of the requirements of the screening question. This study uses Smart PLS-SEM 3.0 to analyze the data result to check the validity, reliability, and hypothesis testing. Findings - the result of this study revealed that from 9 hypotheses 4 of them did not influence the dependent variables and 5 of them influence the dependent variables. Originality/Value This research provides a better understanding of Shopping Motives towards Customer Loyalty mediating by Customer Satisfaction in Indonesia that has never been conducted. The result provides the implication for retail stores and recommendation for future researches.