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Air Conditioner Customer Retention Based on Satisfaction and Loyalty with A Marketing Mix Analysis Wijaya, Andrew; Aprilia Tan, Harvani; Merrey Tanoro, Ruby; Suwarno, Bambang; Noor, Shaista
International Journal of Science and Environment (IJSE) Vol. 6 No. 1 (2026): February 2026 (Indonesia - Jepang - United Kingdom)
Publisher : CV. Inara in Colaboration with www.stie-sampit.ac.id

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51601/ijse.v6i1.412

Abstract

The purpose of this research is to examine the relationship between customer satisfaction and retention for air conditioners (ACs) sold in retail stores in Medan, as well as the impact of the marketing mix. This quantitative study surveyed 1,614 AC buyers from 14 retail stores in Medan (May–September 2025) and analyzed the data using PLS-SEM to test validity, reliability, and hypothesis significance. The results show that all four marketing mix variables significantly affect customer satisfaction, with place (store location and accessibility) having the strongest influence, followed by price and product, while promotion negatively affects satisfaction. Customer satisfaction strongly predicts loyalty, and loyalty significantly influences customer retention. The mediation analysis confirms that loyalty and satisfaction together enhance the effects of marketing mix variables on retention, although promotional efforts can reduce satisfaction and weaken retention when poorly executed. By examining the air conditioner market in Indonesia through the 4P marketing mix framework and the satisfaction-loyalty-retention linkages in the retail sector, this study adds to the marketing literature. The results shed light on an understudied aspect of retention in the air conditioner market—the importance of store accessibility and customer experience—and provide managers with insight into how to optimize location, service, and value-based strategies rather than relying solely on price or promotion. These findings suggest that management needs to focus on strategic locations and quality service to improve customer satisfaction. Businesses are advised to shift from aggressive promotions to value strategies such as after-sales service and loyalty programs.
Country of Origin and Purchase Decision: Examining The Moderating Effects of Brand Value, Service Quality, and Promotion in The Indonesian Footwear Market Pardede, Petrus; Lubis, Yohanes; Prayogo, Kendy; Suwarno, Bambang; Noor, Shaista
International Journal of Science and Environment (IJSE) Vol. 6 No. 1 (2026): February 2026 (Indonesia - Jepang - United Kingdom)
Publisher : CV. Inara in Colaboration with www.stie-sampit.ac.id

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51601/ijse.v6i1.417

Abstract

Country of origin has been widely acknowledged as an important extrinsic cue influencing consumer purchase decisions; however, empirical evidence explaining its indirect mechanisms through marketing-related constructs in local brand contexts remains limited. This study aims to examine the effect of country of origin on purchase decisions, incorporating brand equity, service quality, and promotion as explanatory constructs within a structural model. A quantitative research design was employed using survey data collected from 384 university students in Medan, Indonesia, who had purchased and used Ventela shoes. Data were analyzed using Structural Equation Modeling–Partial Least Squares. The results demonstrate that the country of origin has a significant positive effect on purchase decisions. In addition, the country of origin significantly influences brand equity, service quality, and promotion, which in turn positively affect purchase decisions. The structural model indicates that brand equity, service quality, and promotion play important mediating roles in strengthening the relationship between country of origin and purchase decisions. Overall, the model explains a substantial proportion of variance in purchase decisions, highlighting the robustness of the proposed framework. This study extends the country-of-origin literature by providing empirical evidence on the indirect pathways through which country-of-origin perceptions shape consumer behavior toward local footwear brands in emerging markets. In practice, the findings offer strategic insights for local brand managers on leveraging brand equity, service quality, and promotional activities to enhance consumer purchase decisions.