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All Journal Journal of Management and Social Sciences SIMPLEX: Journal of Economic Management
Galuh Mira Saktiana Galuh Mira Saktiana
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Religion Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences Transportation

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PERAN KUALITAS DAN PENGALAMAN DALAM MEMBANGUN LOYALITAS PELANGGAN GRANDLUCKY SUPERSTORE Galuh Mira Saktiana; Sylven Siurensia
SIMPLEX: Journal of Economic Management Vol 7 No 1 (2026): Mei
Publisher : Universitas Muhammadiyah Metro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24127/simplex.v7i1.10592

Abstract

This study investigates how service quality and customer experience contribute to customer loyalty, with satisfaction functioning as a mediating variable at GrandLucky Superstore in Jakarta. A quantitative approach was employed by distributing an online questionnaire to 227 individuals who had made at least two purchase transactions at GrandLucky. Respondents were selected using purposive sampling, and the data were analyzed using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) technique. The results indicate that both service quality and customer experience exert significant and positive effects on customer satisfaction, which in turn strongly influences loyalty. The analysis also confirms that satisfaction serves as a key mediator linking service quality and customer experience to loyalty. These findings suggest that improved service performance and more engaging shopping experiences strengthen customers’ commitment to continuing their patronage of GrandLucky. From a managerial perspective, maintaining consistent service delivery, enhancing pleasant interactions, and managing positive shopping experiences are essential strategies for fostering long-term customer relationships and reinforcing competitive advantage in the premium retail sector.
Analisis Perilaku Konsumen berdasarkan Theory of Planned Behavior: Studi Minat Beli Ulang pada Kopi Kenangan Jabodetabek Muhammad Ananda Putra; Galuh Mira Saktiana
Journal of Management and Social Sciences Vol. 5 No. 3 (2026): August: Journal of Management and Social Sciences
Publisher : Sekolah Tinggi Ilmu Administrasi (STIA) Yappi Makassar

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Abstract

This study aims to examine the effect of brand image and service quality on repurchase intention through customer satisfaction among Kopi Kenangan consumers in the Jabodetabek area. The research is based on the Theory of Planned Behavior (TPB), which explains that consumers' behavioral intentions are influenced by their attitudes and evaluations of products and services. The rapid growth of the modern coffee shop industry has intensified market competition, making it increasingly important for companies to maintain a strong brand image, deliver high-quality services, and ensure customer satisfaction to encourage repeat purchases. This study employs a quantitative approach using a purposive sampling technique involving 200 respondents who had purchased Kopi Kenangan products at least twice within the last three months. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate that brand image and service quality have positive and significant effects on customer satisfaction and repurchase intention. Furthermore, customer satisfaction positively influences repurchase intention and serves as a significant partial mediator in the relationship between brand image, service quality, and repurchase intention. These findings emphasize the importance of enhancing customer satisfaction to strengthen long-term consumer loyalty.
Co-Authors Muhammad Ananda Putra Sylven Siurensia