THE EFFECTS OF STORE ATTRIBUTES TOWARDS SATISFACTION AND PURCHASE INTENTION

Abstract

Purpose With the tight competition among retailers that causes many retail stores are closing down around the world, not to mention Indonesia, hence there is a need to find ways how not only to sustain from the competition but also to become the market leader. Therefore this study would like to address how to increase sales from gaining more customers through satisfaction and purchase intention using store attributes especially in supermarket industry Design/Methodology/Approach This study uses store attributes, satisfaction, and purchase intentions as its constructs. Therefore a primary survey was conducted by using questionnaire that is spread through social media. The questionnaire consists of screening questions, demographic profiles, and the questions regarding the constructs with 51 statements to measure store attributes, satisfaction, and purchase intention. This study uses 367 valid respondents that is gathered using purposive sampling. The data are analyzed using a statistical software. Findings Through this study, it shows that store attributes have an influence on satisfaction also satisfaction has an influence on purchase intention. However, store attributes do not influence purchase intention directly, therefore store attributes would only have an impact once the customers are satisfied. xiv Originality/value This study would like to study upon how certain dimensions in store attributes would influence satisfaction and purchase intention. The dimensions that this study used are adapted from previous studies with various industries in various countries to create a new finding upon the supermarket industry in Indonesia.