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All Journal Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economics and Business UBS The Es Economics and Entrepreneurship The Eastasouth Management and Business West Science Business and Management Journal of Knowledge Management The Eastasouth Journal of Social Science and Humanities
Suriansha, Reza
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Journal : The Eastasouth Journal of Social Science and Humanities

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Optimizing Customer Retention in Modern Retail: The Role of Customer Experience and Relationship Quality Suriansha, Reza; Diposumarto, Ngadino Surip; Muharam, Hari
The Eastasouth Journal of Social Science and Humanities Vol. 1 No. 03 (2024): The Eastasouth Journal of Social Science and Humanities (ESSSH)
Publisher : Eastasouth Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/esssh.v1i03.271

Abstract

The customer's position is the spearhead of business, including modern retail, for this reason, this research aims to find ways to optimize customer retention in modern retail with the role of relationship quality, and customer experience in Ramayana department stores. The population in this study were customers of Ramayana department stores in the DKI Jakarta area. The sampling technique used proportional random sampling with a sample size of 400 customers of Ramayana department stores. The data analysis method used in this research is path analysis using JASP software. This research produces conclusions 1). Relationship quality is proven to have a positive and significant influence on Customer Experience at Ramayana Department Store. 2) Customer Experience is proven to have a positive and significant influence on Customer Retention at Ramayana Department Store. 3) Relationship quality has a positive effect on Customer Retention through Customer Experience as full mediation at Ramayana Department Store.
Co-Authors Aidha, Cut Nurul Aryo De Wibowo Asrianto, Asrianto Azizah Triwiryani, Nur Chaerudin, Imam Hendro Sasongko Hermansyah Hermansyah Hikmawatty, Sitti Ichihashi, Mari Ismi Nabila Kinarsih, Carolus Lwanga Tindra Matunino Muharam, Hari Ngadino Surip Diposumarto, Ngadino Surip Prasetya, Rayendra RASYID, ERWIN Sonani, Nia Zulfikri Kurniawan, Muhammad