The influence of store image on repurchase intention: the mediation role of perceived value and customer satisfaction
Keywords:store image, repurchase intention, perceived value, customer satisfaction
This study aims to examine and analyze the effect of store image on the repurchase intention of Matahari Department Store Mojokerto, Indonesia either directly or indirectly, by involving perceived value and customer satisfaction as mediating variables. This research is a quantitative study with data collection methods using a questionnaire. This study uses non-probability sampling with a purposive sampling type. This research was conducted on 175 respondents. The data analysis technique used SEM (Structural Equation Modeling) PLS with the help of SmartPLS 3.2.7 software. The results of the study provide empirical evidence that store images have not been able to affect the repurchase intention. Meanwhile, the perceived value and customer satisfaction can positively affect the repurchase intention significantly. Perceived value and customer satisfaction as mediating variables were able to strengthen the effect of store image on repurchase intention. Based on the results of mediation testing, shows that perceived value and customer satisfaction provide a full mediation on the effect of store image on repurchase intention.
Akter, S., & Ashraf, E. (2016). Factors Affecting Repurchase Intention of Customers: In the Context of Retail Chain Store Industry in Bangladesh. European Journal of Business and Management Www.Iiste.Org ISSN, 8(32), 40–47. Retrieved from www.iiste.org
Alan, A. K., & Kabadayi, E. T. (2012). Brand Trust and Brand Affect: Their Strategic Importance on Brand Loyalty. Journal of Global Strategic Managemen, 1(6), 80–80. https://doi.org/10.20460/JGSM.2012615788
Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research. Conceptual, Strategic, and Statistical Considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182. https://doi.org/10.1037/0022-35184.108.40.2063
Belas, J., & Gabcova, L. (2016). The relationship among customer satisfaction, loyalty and financial performance of commercial banks. Ekonomie a Management, 19(1), 132–147. https://doi.org/10.15240/tul/001/2016-1-010
Beneke, J., Adams, E., Demetriou, O., & Solomons, R. (2011). An exploratory study of the relationship between store image, trust, satisfaction and loyalty in a franchise setting. Southern African Business Review, 15(2), 59–74.
Bloemer, J., & Schroder, G. (2002). Store Satisfaction and Store Loyalty Explained by Customer-and Store Related Factor. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15, 68–80.
Bou-Llusar, J. C., Camisón-Zornoza, C., & Escrig-Tena, A. B. (2001). Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intentions. Total Quality Management, 12(6), 719–734. https://doi.org/10.1080/09544120120075334
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? Journal of Marketing, 73(3), 52–68. https://doi.org/10.1509/jmkg.73.3.52
Calvo-Porral, C., & Levy-Mangin, J.-P. (2017). Store brands’ purchase intention: Examining the role of perceived quality. European Research on Management and Business Economics, 1–6. https://doi.org/10.1016/j.iedeen.2016.10.001
Chang, E. C., & Tseng, Y. F. (2013). Research note: E-store image, perceived value and perceived risk. Journal of Business Research, 66(7), 864–870. https://doi.org/10.1016/j.jbusres.2011.06.012
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81–93. https://doi.org/10.1509/jmkg.220.127.116.1155
Chin, W. W., & Marcoulides, G. (1998). The Partial Least Squares Approach to Structural Equation Modeling. Advances in Hospitality and Leisure, 8(2).
Choi, E. J., & Kim, S. H. (2013). The study of the impact of perceived quality and value of social enterprises on customer satisfaction and re-purchase intention. International Journal of Smart Home, 7(1), 239–252.
Chze, D., Thang, L., Lin, B., & Tan, B. (2003). Linking consumer perception to preference of retail stores?: an empirical assessment of the multi-attributes of store image, 10, 193–200.
Diallo, M. F. (2012). Effects of store image and store brand price-image on store brand purchase intention: Application to an emerging market. Journal of Retailing and Consumer Services, 19(3), 360–367. https://doi.org/10.1016/j.jretconser.2012.03.010
Espinosa, J. A., Ortinau, D. J., Krey, N., & Monahan, L. (2018). I’ll have the usual: how restaurant brand image, loyalty, and satisfaction keep customers coming back. Journal of Product and Brand Management, 27(6), 599–614. https://doi.org/10.1108/JPBM-10-2017-1610
Foster, B. (2008). Retai Management. Bandung: Alfabeta.
Gronroos, M. (2005). Perceived Service Quality Model. Ohio: Ohio University Press.
Hawkins, D., & Mothersbaugh, D. (2010). Consumer Behavior: Building Marketing Strategy, 11th Edition.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention. European Journal of Marketing, 37(11/12), 1762–1800. https://doi.org/10.1108/03090560310495456
Herington, C., & Weaven, S. (2009). E-retailing by banks: E-service quality and its importance to customer satisfaction. European Journal of Marketing, 43(9), 1220–1231. https://doi.org/10.1108/03090560910976456
Ibzan, E., Balarabe, F., & Jakada, B. (2016). Consumer Satisfaction and Repurchase Intentions. Developing Country Studies, 6(2), 96–100.
Konuk, F. A. (2018). The role of store image, perceived quality, trust and perceived value in predicting consumers’ purchase intentions towards organic private label food. Journal of Retailing and Consumer Services, 43(April), 304–310. https://doi.org/10.1016/j.jretconser.2018.04.011
Kotler, P. (2003). Marketing Insights From A to Z 80 Concepts Every Manager Needs to Know. Hoboken: John Wiley & Sons, Inc.
Kotler, P., & Keller, K. L. (2016). Marketing Magement (Global Edi). Harlow: Pearson Education Limited.
Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69(September 2016), 41–48. https://doi.org/10.1016/j.ijhm.2017.10.015
Malhotra, N. K., Nunan, D., & Birks, D. F. (2017). Marketing Research - An Applied Approach. Harlow: Pearson Education Limited.
McDougall, G., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing, 5(March), 392–410.
Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28(1), 168–174. https://doi.org/10.1177/0092070300281015
Poulsson, S., & Kale, S. (2003). The Experience Economy and Commercial Experiences. The Marketing Review 2003, 479–498.
Sabrina, E. B. (2014). The influence of the store atmosphere on the consumer behavior. Mediterranean Journal of Social Sciences, 5(8), 229–235. https://doi.org/10.5901/mjss.2014.v5n8p229
Santikayasa, I. W., & Santika, I. W. (2019). The influence of service quality on repurchase intention: the mediation role store image. E-Jurnal Manajemen, 8(2), 8104–8134.
Sekaran, U., & Bougie, R. (2016). Research Methods For Business (Seventh Ed). Chichester: John Wiley & Sons, Inc. https://doi.org/10.1007/978-94-007-0753-5_102084
Sugito, Lubis, A. N., Rini, E. S., & Absah, Y. (2018). The Determinant Analysis that Affects the Modern Retail Image and its Implications for Consumers Repurchase Intention in Medan, Indonesia. International Journal of Civil Engineering and Technology (IJCIET), 9(13), 1330–1354. Retrieved from http://www.iaeme.com/IJCIET/index.asp1330http://www.iaeme.com/ijciet/issues.asp?JType=IJCIET&VType=9&IType=13http://www.iaeme.com/ijciet/issues.asp?JType=IJCIET&VType=9&IType=13
Syafina, D. C. (2019). Matahari Department Store Kian Meredup. Tirto.Id. Tirto.id. Retrieved from https://tirto.id/matahari-department-store-kian-meredup-diQU
Wu, L. Y., Chen, K. Y., Chen, P. Y., & Cheng, S. L. (2014). Perceived value, transaction cost, and repurchase-intention in online shopping: A relational exchange perspective. Journal of Business Research, 67(1), 2768–2776. https://doi.org/10.1016/j.jbusres.2012.09.007
Wu, P. C. S., Yeh, G. Y. Y., & Hsiao, C. R. (2011). The effect of store image and service quality on brand image and purchase intention for private label brands. Australasian Marketing Journal, 19(1), 30–39. https://doi.org/10.1016/j.ausmj.2010.11.001
Yang, C.-Y. (2009). The Study of Repurchase Intentions in Experiential Marketing - An Empirical Study of the Franchise Restaurant. International Journal of Organizational Innovation, 2(2), 245–261.
Yulianti, N., Suprapti, N., & Yasa, N. (2014). The influence of store image on customer satisfaction and repurchase intention: the case of Circle K in Denpasar. Jurnal Manajemen, Strategi Bisnis Dan Kewirausahaan, 8(1).
How to Cite
Copyright (c) 2021 Angelia Ananda, Mugiono Mugiono, Ananda Sabil Hussein
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors contributing to IJRBS agree to publish their articles under the Creative Commons Attribution- 4.0 International (CC BY 4.0) license, allowing third parties to share their work (copy, distribute, transmit) and to adapt it, under the condition that the authors are given credit, that the work is not used for commercial purposes, and that in the event of reuse or distribution, the terms of this license are made clear. Authors retain the copyright of their work, with first publication rights granted to IJRBS. However, authors are required to transfer copyrights associated with commercial use to the Publisher. The authors agree to the terms of this Copyright Notice, which will apply to this submission if and when it is published by this journal
Submission of an article implies that the work described has not been published previously (except in the form of an abstract or as part of a published lecture or academic thesis), that it is not under consideration for publication elsewhere, that its publication is approved by all authors and tacitly or explicitly by the responsible authorities where the work was carried out, and that, if accepted, it will not be published elsewhere in the same form, in English or in any other languages, without the written consent of the Publisher. The Editors reserve the right to edit or otherwise alter all contributions, but authors will receive proofs for approval before publication