THE INFLUENCE OF RETAIL SERVICE QUALITY, SATISFACTION AND TRUST ON REPURCHASE INTENTION; CASE OF METRO DEPARTMENT STORE IN JAKARTA

Abstract

Purpose The purpose of this research is to find out the influence of retail service quality, satisfaction and trust on repurchase intention in METRO Department Store in Jakarta. Design/Methodology/Approach In order to conduct this study, quantitative research was chosen with an online questionnaire of 28 statements. 303 respondents responded to the survey using purposive sampling method. It was specifically targeted to people who already buy and visit METRO Department Store in Jakarta area. Statistical tools were performed to find out the construct validity of data using factor analysis technique. Then reliability test was conducted using Cronbach’s Alpha criteria. Moreover, Structural Equation Modeling or SEM was utilized as a tool to test the hypotheses. Findings From the analysis of statistical software and Structural Equation Modeling (SEM), it concludes that there is no influence between retail service quality through personal interaction toward satisfaction, there is no influence between retail service quality through physical aspect toward satisfaction, there is no influence between retail service quality through reliability toward satisfaction, there is a significant influence between retail service quality through policy toward satisfaction, there is a significant influence between retail service quality through problem solving toward satisfaction, there is a significant influence between satisfaction toward trust, and there is a significant influence between trust toward repurchase intention. Originality/Value The study regarding the influence of retail service quality, satisfaction and trust on repurchase intention; case of Metro Department Store has not been done before. Moreover, there is limited study investigating the retail service quality towards repurchase intention with satisfaction and trust as a mediate influencer.