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All Journal International Journal of Evaluation and Research in Education (IJERE) Jurnal Siasat Bisnis Jurnal Manajemen Bisnis Jurnal Ekonomi Modernisasi JAM : Jurnal Aplikasi Manajemen Jurnal Manajemen Atma Jaya Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Jurnal Manajemen Teori dan Terapan EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis MIX : Jurnal Ilmiah Manajemen DeReMa (Development Research of Management) Jurnal Manajemen Jurnal Manajemen dan Kewirausahaan (JMDK) Jurnal Bisnis, Manajemen, dan Informatika Journal of Governance MBR (Management and Business Review) Syntax Literate: Jurnal Ilmiah Indonesia Primanomics : Jurnal Ekonomi & Bisnis Jurnal Samudra Ekonomi dan Bisnis Jurnal Entrepreneur dan Entrepreneurship International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Performa : Jurnal Manajemen dan Start-up Bisnis Jurnal Kajian Manajemen dan Wirausaha Riset: Jurnal Aplikasi Ekonomi Akuntansi dan Bisnis Jurnal Pengabdian dan Kewirausahaan Jurnal Altifani Penelitian dan Pengabdian kepada Masyarakat Journal of Social Research International Journal of Humanities Education and Social Sciences Jurnal Locus Penelitian dan Pengabdian Jurnal Manajerial Bisnis Jurnal Ilmu Akuntansi Mulawarman (JIAM) Eduvest - Journal of Universal Studies Jurnal Abdimas Sosek (Jurnal Pengabdian dan Pembardayaan Masyarakat) Journal of Economics and Management Scienties Jurmas Azam Insan Cendikia Jurnal Ilmiah Kesehatan Sandi Husada
Teofilus Teofilus, Teofilus
Universitas Ciputra
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Journal : Journal of Social Research

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Creating the Perfect Storm: A New Perspective of Service Quality Isyraq Rahmita, Rifdah; Teofilus, Teofilus
Journal of Social Research Vol. 4 No. 11 (2025): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v4i10.2796

Abstract

This study aims to examine the influence of service quality and store atmosphere on store patronage with customer satisfaction as a mediating variable, as well as to test the moderating role of store atmosphere. The research object is Toko Salmah, a semi-modern retail store in Balikpapan. A quantitative approach was employed using a Likert-scale questionnaire distributed to 150 respondents selected through purposive sampling. Data were analyzed using Moderated Mediation Regression Analysis (MMRA) with PROCESS Macro Model 59 in SPSS. The results indicate that service quality has a positive and significant effect on customer satisfaction (b = 0.603; p < 0.001), and customer satisfaction has a positive and significant effect on store patronage (b = 0.556; p < 0.001). Furthermore, customer satisfaction mediates the effect of service quality on store patronage. However, store atmosphere was not found to be a significant moderator but acts as a direct predictor of customer satisfaction (b = 0.345; p = 0.006) and store patronage (b = 0.207; p = 0.021). These findings highlight that service quality and customer satisfaction are the primary drivers of customer loyalty, while store atmosphere contributes as a direct predictor rather than as a moderating factor. The study provides practical implications for local retailers in designing service strategies and shopping experiences that prioritize customer satisfaction.
Co-Authors Aldhi, Ian Firstian Alexander Wahyudi Henky Soeparto Anastasia Jesslyn Andreas Angeline Gomuljo Anthony Kurniawan Antonius Tanan Ardiansyah, Topan Aria Ganna Henryanto Aryasatya, Laudza Auditia Setio Budi Auditia Setiobudi Azizurrohman, Muhammad Bambang Sugiyono Agus Purwono Budiono, Yoppie Calvin Cliff Surjadi Charistantya Tegar Aganta Chrisania, Liaga Christiani, Natalia Christina Whidya Utami Cynthia Yoana Damelina B. Tambunan Dandy Suryapraja Darsana, Ni Putu Andini Kusuma Putri Daru Asih Deandra Vidyanata Denny Bernardus Denpharanto Agung Krisprimandoyo Devi Rahnjen Wijayadne Dwi Hardaningtyas Dyah Ayu Anggraeni Emantyo, Yosef Evandro Endi Sarwoko Eric Harianto Evelyn Tjiong Febry, Timotius Fendy Suhariadi Ferri Woejaya Gadi, Aiman Fauzi Gladys Greselda Gosal Grace Citra Dewi Gracia Ongkowijoyo Henry Susanto Pranoto Herzaky Mahendra Putra Imelda Ritunga Indra Atmaja Intan Ramadania Hartono Putri Isyraq Rahmita, Rifdah Jordanius, Jessica Junko Alessandro Effendy Kuarizmi, Arief Betta Menny, Alviano Herbert Metta Padmalia Mohammad Fakhruddin Mudzakkir Ni Made Cantika Putri Aristya Sandy Ni Made Cantika Putri Aristya Sandy Nindria Untarini Povannes, Tyaga Adinata Pradila, Arfir Pramesti Regista Cahyani Pranoto, Henry Prasetio, Fiona R. Lekay, Petrus Raden Priyo Utomo Rafa, Gabriela Ditta Aurelya Rismawati br Sitepu Riveria Sari Romauli Nainggolan Rosiana Eka Dewi Rusmi, Nanduta Sito Ruth Violina Gelombang Sabar Sabar Sabar Sabar Salsabila, Aisyah Sanju Kumar Singh Sari, Isti Okvita Silaswara, Diana Sofyan, Fahrul Riza Somawiharja, Yohannes Stephanie Halim, Stephanie Steven Ng Suginantra, Putu Agus Suparto Wijoyo Sutanto Hidayat Sutrisno, Aristianto Budi Sutrisno, Timotius F.C.W Syarifah, Diana Syifa Indraswari Tan, Ellys Tiffany Angwar Tina Melinda Tony Antonio Trisya, Riana Tsai, Chia Han Viona Salindeho Wahyudi, Alexander Wibisono, Leonard Junio Widodo, Aghnia Kamila Yuli Kartika Dewi