Published date: Jan 06 2025

Journal Title: KnE Social Sciences

Issue title: The Bandung Creative Movement 2023 – Enhancing Collaboration In Arts, Design And Craft For Sustainable Creative Industries: Creative Economy

Pages: 106 - 113

DOI: 10.18502/kss.v10i1.17858

Rahmiati Auliaraulia@telkomuniversity.ac.idSchool of Creative Industries, Telkom University, Bandung

Pandu Akbar WicaksonoBina Nusantara University, Jakarta

Aryo BismoBina Nusantara University, Jakarta

The research aims to analyze and to determine the influence of store atmosphere on customer satisfaction and its impact on customer loyalty in Top Krui minimarket. The type of this research is a quantitative research and uses the path analysis method. Data were collected through online questionnaires via Google Forms to 104 respondents with 17 items of statement. The results showed that store atmosphere had a significant effect on customer’s loyalty through customer satisfaction.

Keywords: customer loyalty, customer satisfaction, store atmosphere

[1] Dewani PP, Sinha PK, Mathur S. Role of gratitude and obligation in long term customer relationships. J Retailing Consum Serv. 2016;31:143–56.

[2] Lee WS, Moon J, Song M. Attributes of the coffee shop business related to customer satisfaction. J Foodserv Bus Res. 2018;21(6):628–41.

[3] Chikazhe L, Makanyeza C, Chigunhah B. Understanding mediators and moderators of the effect of customer satisfaction on loyalty. Cogent Business and Management; 2021. https://doi.org/10.1080/23311975.2021.1922127.

[4] Widyastuti P. Does visual merchandising, store atmosphere and private label product influence impulse buying? Evidence in Jakarta. J Bus Retail Manag Res. 2018;12(3): https://doi.org/10.24052/JBRMR/V12IS03/ART-12.

[5] Dhisasmito PP, Kumar S. Understanding customer loyalty in the coffee shop industry (A survey in Jakarta, Indonesia). Br Food J. 2020;122(7):2253–71.

[6] Ghozali I, Latan H. Konsep, Teknik Dan Aplikasi Menggunakan Program Smart PLS 3.0. In Universitas Diponegoro. Semarang. https://doi.org/10.1080/15378020.2018.1524227.. 2015.

[7] Sharma A. Impact of Visual Merchandising on Consumer Behaviour towards Women’s Apparel. Article in International Journal of Research in Marketing. https://www.researchgate.net/publication/260219500. 2012.

[8] Cordova GI, del Rosario Guerreros Surichaqui S, del Pilar Palomino Ricaldi F, Vicente- Ramos W. Impact of visual merchandising on the purchase decision of consumers from retail stores in central Peru. Management Science Letters. 2020;10(11):2447–54.