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.
