The Influential Factors In Purchasing Goods In Convenience Stores: The Cases Of Alfamart And Indomaret In Jakarta
Abstract
The aim of this study is to examine the factors that cause Indonesian consumers to purchase products in convenience stores. This study investigates the influential factors such as social media reviews, brand satisfaction, service operations, and price promotions toward customer satisfaction that leads to consumers’ intentions to repeat buying in convenience stores. The survey questionnaires were distributed online. There were 117 respondents who lived in Jakarta, Indonesia, as the valid respondents. The research hypotheses were tested using SEM-PLS. The findings revealed that brand satisfaction and service operations influence customer satisfaction. Also, customer satisfaction is an influential factor that drives customers to engage in repeat purchases in convenience stores. Meanwhile, social media reviews and price promotions do not influence customer satisfaction in convenience stores. The findings give insights into the factors that influence Indonesian consumers’ behavior towards customer satisfaction that leads them to do repeat buying.
Full Text:
PDFReferences
Aaker, D.A. (2003), “The power of the branded differentiator”, MIT Sloan
Appel, G., Grewal, L., Hadi, R. and Stephen, A.T. (2020), “The future of social media in marketing”, Journal of the Academy of Marketing Science, Vol. 48 No. 1, pp. 79-95.
Arora, R. and Stoner, C. (1996), “The effect of perceived service quality and name familiarity on the service selection decision”, Journal of Services Marketing, Vol. 10 No. 1, pp. 22-34.
Berman, B. and Evans, J.R. (2012), Retail Management: A Strategic Approach, 12th ed., Pearson International Edition.
Bloemer, J.M.M. and Odekerken-Schroder, G. (2002), “Store satisfaction and store loyalty explained by customer- and store-related factors”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 15, pp. 68-80.
Baldwin, M.W., Keelan, J.P.R., Fehr, B., Enns, V. and Koh-Rangarajoo, E. (1996), “Social-cognitive conceptualization of attachment working models: availability and accessibility effects”, Journal of Personality and Social Psychology, Vol. 71 No. 1, pp. 94-109.
Bou-Llusar, J.C., Camiso´n-Zornoza, C. and Escrig-Tena, A.B. (2001), “Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intentions”, Total Quality Management, Vol. 12 No. 6, pp. 719-34.
Chung, W.S. (2006), “The study of the impact of price promotion strategy on brand evaluation and repurchase intention-a case of starbucks in China and Taiwan”, Master thesis, Dayeh University.
Claver, E., Llopis, J. and Tarı´, J.J. (1999), Calidad y Direccio´n de Empresas, Ed. Biblioteca Civitas Economı´a y Empresa, Coleccio´n Empresa, Madrid.
Calvo, D. (2001), “Analysis of quality and perceived risk in the buying decision-making process of food products”, doctoral thesis, University of A Corun˜a.
Grunert, K.G., Bredahl, L. and Brunsø, K. (2004), “Consumer perception of meat quality and implications for product development in the meat sector – a review”, Meat Science, Vol. 66, pp. 259-72.
Huang, H., Chang, Y., Yeh, C., & Liao, C. (2014). Promote the price promotion. International Journal of Contemporary Hospitality Management, 26 (7), 1065-1082. doi:10.1108/ijchm-05-2013-0204
Hansen, T. and Solgaard, H.S. (2001), “Food and consumer satisfaction: LISREL results from two Danish experiments”, Journal of Food Products Marketing, Vol. 7 No. 3, pp. 25-39
Kim, W.G., Li, J.J. and Brymer, R.A. (2016), “The impact of social media reviews on restaurant performance: the moderating role of excellence certificate”, International Journal of Hospitality Management, Vol. 55, pp. 41-51.
Kompas (2020). Ini Alasan Mengapa SIM Baru Boleh Dimiliki Saat Berusia 17 Tahun. KOMPAS.com., Retrieved from https://otomotif.kompas.com/read/2020/06/07/121100715/ini-alasan-mengapa-sim-baru-boleh-dimiliki-saat-berusia-17-tahun.
Lattin, J.M. and Bucklin, R.E. (1989), “Reference effects of price and promotion on brand choice behavior”, Journal of Marketing Research, Vol. 26, pp. 299-310.
Ma’ruf, H. (2006), “Pemasaran Ritel”, Jakarta: PT. Gramedia Pustaka Utama
Magnani, M. (2020), “The economic and behavioral consequences of online user reviews”, Journal of Economic Surveys, Vol. 34 No. 2, pp. 263-292.
Marketing91 (2020, January 22). Characteristics of generation x, generation y, generation z. Retrieved from https://www.marketing91.com/characteristics-of-generation-x-generation-y-generation-z/
Martenson, R. (2007), “Corporate brand image, satisfaction and store loyalty: a study of the store as a brand, store brands and manufacturer brands”, International Journal of Retail & Distribution Management, Vol. 35 No. 7, pp. 544-555.
Munar, A.M. and Jacobsen, J.K.S. (2014), “Motivations for sharing tourism experiences through social media”, Tourism Management, Vol. 43, pp. 46-54.
Nair, S. and Kamboj, D. (2014), “Social media in the retail industry”, Infosys Labs Briefings, Vol. 12 No. 1, pp. 74-81.
Narasimhan, C., Neslin, S.A. and Sen, S.K. (1996), “Promotional elasticities and category characteristics”, Journal of Marketing, Vol. 60, pp. 17-30.
Oliver, R.L. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 17, pp. 460-9
Pride, W.M. and Ferrel, O.C. (2016), “Product Concepts, Branding, and Packaging”, Marketing, Vol. 329 No.5, pp. 11-6
Ramanathan, R., George, J. and Ramanathan, U. (2013), “The Role of Logistics in E-Commerce Transactions: An Exploratory Study of Customer Feedback and Risk”, Springer, London.
Ramanathan, U. and Muyldermans, L. (2010), “Identifying demand factors for promotional planning and forecasting: a case of a soft drink company in the UK”, International Journal of Production Economics, Vol. 128 No. 2, pp. 538-545.
Ramanathan, U., Subramanian, N., & Parrott, G. (2017). Role of social media in retail network operations and marketing to enhance customer satisfaction. International Journal of Operations & Production Management, 37(1), 105-123.
Ramanathan, U. (2012), “Supply chain collaboration for improved forecast accuracy of promotional sales”, International Journal of Operations & Production Management, Vol. 32 No. 6, pp. 676-695
Rosario, A.B., de Valck, K. and Sotgiu, F. (2019), “Conceptualizing the electronic word-of-mouth process: what we know and need to know about eWOM creation, exposure, and evaluation”, Journal of the Academy of Marketing Science, Vol. 48, pp. 422-448.
Rosenbaum-Elliott, R. and Percy, L. (2012), Strategic Advertising Management, 4th ed., Oxford University Press, Oxford.
Sanzo, M.J., Del Rı´o, A.B., Iglesias, V. and Va´zquez, R. (2003), “Attitude and satisfaction in a traditional food product”, British Food Journal, Vol. 105 No. 11, pp. 771-90.
Tsiotsou, R. (2006), “The role of perceived product quality and overall satisfaction on purchase intentions”, International Journal of Consumers Studies, Vol. 30 No. 2, pp. 207-17.
Tavakol, M., & Dennick, R. (2011). Making sense of Cronbach's alpha. International Journal of Medical Education, 2, 53-55.
Thomson, M., MacInnis, D. and Park, W. (2005), “The ties that bind: measuring the strength of consumers’ emotional attachments to brands”, Journal of Consumer Psychology, Vol. 15 No. 1, pp. 77-91.
Watts, W. (2020), “Innovating in the digital era: the evolving role of digital media on new product launches”, Nielsen Insights, Retrieved from https://www.nielsen.com/bd/en/insights/article/2020/ innovating-in-the-digital-era-the-evolving-role-of-digital-media-on-new-product-launches/
What is a convenience store? Retrieved, from https://www.convenience.org/Research/What-is-a-Convenience-Store
Villarejo-Ramos, A.F. and Sánchez-Franco, M.J. (2005), “The impact of marketing communication and price promotion on brand equity”, Journal of Brand Management, Vol. 12 No. 6, pp. 431-444.
Visser, P. S., Krosnick, J. A., & Lavrakas, P. (2000). “Handbook of research methods in social psychology”, pp. 223–252. New York: Cambridge University Press.
Xiang, Z. and Gretzel, U. (2010), “Role of Social media in online travel information search”, Tourism Management, Vol. 31 No. 2, pp. 179-188.
Yi, Y. and La, S. (2004), “What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty”, Psychology & Marketing, Vol. 21 No. 5, pp. 351-73.
Zhu, J.C., Ramanathan, R. and Ramanathan, U. (2011), “Measuring service quality using SERVQUAL and AHP: an application to a Chinese IT company and comparison”, International Journal of Services and Operations Management, Vol. 8 No. 4, pp. 418-432.
DOI: https://doi.org/10.32535/jicp.v6i7.2935
Refbacks
- There are currently no refbacks.
Copyright (c) 2024 Dahlia Darmayanti, Daniel Halim
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Published by:
AIBPM Publisher
Editorial Office:
JL. Kahuripan No. 9 Hotel Sahid Montana, Malang, Indonesia
Phone: +62 341 366222
Email: journal.jicp@gmail.com
Website: http://ejournal.aibpmjournals.com/index.php/JICP
Supported by: Association of International Business & Professional Management
If you are interested to get the journal subscription you can contact us at admin@aibpm.org.
ISSN 2622-0989 (Print)
ISSN 2621-993X (Online)
DOI: Prefix 10.32535 by CrossREF
Journal of International Conference Proceedings (JICP) INDEXED:
In Process
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.