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All Journal Dinasti International Journal of Economics, Finance & Accounting (DIJEFA)
Maridza, Fidella Dita
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Economics, Econometrics & Finance

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Enhancing Purchase Intention through Service Quality: The Mediating Role of Customer Satisfaction and Competitive Advantage in Batam City Supermarkets Budiman, Johny; Maridza, Fidella Dita
Dinasti International Journal of Economics, Finance & Accounting Vol. 6 No. 6 (2026): Dinasti International Journal of Economics, Finance & Accounting (January - Feb
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v6i6.5965

Abstract

This study aims to examine the influence of service quality on customer satisfaction, competitive advantage, and purchase intention among customers of five supermarkets in Batam City: Top 100, DC Supermarket, Hypermart, JC Supermarket, and SNL Food. A quantitative method was employed using Partial Least Squares Structural Equation Modeling (PLS-SEM) based on data collected from 306 respondents. The result indicates that service quality has a significant positive impact on customer satisfaction, competitive advantage, and purchase intention. Furthermore, competitive advantage significantly mediates the relationship between service quality and purchase intention, while customer satisfaction does not show a direct or mediating effect. These findings highlight the strategic importance of service quality in fostering sustainable competitive advantage, which has a stronger influence on consumers’ purchasing decisions than short-term satisfaction. Theoretically, this study contributes to the retail marketing literature. Practically, it provides valuable insights for retail managers to develop service strategies focused on long-term value creation and differentiation.
Co-Authors Johny Budiman