Indonesian Store Loyalty Factors for Modern Retailing Market
Modern retailers such as hypermarket/supermarket
need to be more customer-oriented in order to survive in today-s
competitive business world. As a result, the investigation of
determinant factors of store loyalty becomes important issue for
modern retailing players. This study suggests that consumers- store
loyalty in the modern retailing market (hypermarkets and
supermarkets) is influenced by environmental factors (such as store
image, store personnel). Using a model of stimulus-organismresponse
(S-O-R), this research examines S-R relationship of store
loyalty. S-O-R framework is derived from the existence literature and
tested empirically based on Indonesian consumers- experience. The
stimuli for this study are store image, store personnel, satisfaction
and culture factors. Affect, or the consumers- liking to modern
retailing stores, mediates the chosen environmental factors on
consumer-s store loyalty. The findings showed that store image, store
satisfaction and culture have significant positive relationship to store
loyalty via affect.
[1] D. Ball, P.S. Coelho, and A. Machás, "The role of communication and
trust in explaining customer loyalty - an extension to the ECSI model,"
European Journal of Marketing, vol. 38, no. 9/10, pp. 1272-1293,
2004.
[2] S. Auh, "The effects of soft and hard service attributes on loyalty: the
mediating role of trust," Journal of Services Marketing, vol. 19, no. 2,
pp. 81-92, 2005.
[3] M. J. Miranda, L. K├│nya, and I, Havrila,"Shoppers- satisfaction levels
are not the only key of store loyalty," Marketing Intelligence &
Planning, vol. 23, no.2, pp. 220-232, 2005.
[4] G. Özer, S. Aydin, and Ö. Arasil, "Customer loyalty and the effect of
switching costs as a moderator variable - a case in the Turkish mobile
phone market," Marketing Intelligence & Planning, vol. 23, no. 1, pp.
89-103, 2005.
[5] G. Macintosh, and L. Lockshin, "Retail relationship and store loyalty: a
multi-level perspective", Journal of Research in Marketing, vol. 14, pp.
487-497, 1997.
[6] S.D. Knox, and T.J. Denison, "Store loyalty: Its impact on retail
revenue. An empirical study of purchasing behaviour in the UK,"
Journal of Retailing & Consumer Services, vol. 7, no.1, pp. 33-45, Jan.
2000.
[7] D-M. Ko, "Inter-relationships among store images, store satisfaction,
and store loyalty among Korea discount retail patrons," Asia Pacific
Journal of Marketing and Logistics, 15 (4) 42-71, 2003.
[8] S. Sawmong, DR., and O. Omar, "The store loyalty of the UK- Retail
consumers", The Journal of American Academy of Business,
Cambridge, pp. 503-509, Sept. 2004.
[9] A. Mehrabian, and J. A. Russell. An approach to environmental
psychology. Cambridge, Massachusetts, and London, England: The
Massachusetts Institute of Technology (MIT) Press, 1974.
[10] R. J. Donovan, and J. H. Rossiter, "Store atmosphere: an
environmental psychology approach," Journal of Retailing, vol. 58, no.
1, pp. 34- 57, Spring, 1982.
[11] P. M. Anderson, "Personality, perception and emotional-state factors in
approach-avoidance behaviors in the store environment," AMA
Educators- Proceedings, 1986, pp. 35-39.
[12] E. Sherman, and R. B. Smith, "Mood states of shoppers and store
image. Promising interactions and possible behaviors effects," in
Advances in Consumer Research, 13, Richard J. Lutz (Ed.), Provo, UT,
Association for Consumer Research, 1986.
[13] J. Baker, D. Grewal, and A. Parasuraman, "The influence of store
environment on quality inferences and store image," Journal of
Academy Marketing Science, vol. 22, no. 4, pp. 328-339, 1994.
[14] K. Spies, F. Hesse, and K. Loesch, "Store atmosphere, mood and
purchasing behavior," International Journal of Research in Marketing,
vol. 14, pp. 1-17, 1997.
[15] E. Sherman, A. Mathur, and R.B. Smith, "Store environment and
consumer purchase behavior: mediating role of consumer emotions,"
Psychology and Marketing, vol. 14, no. 4, pp. 361-378, 1997.
[16] S. J. Bell, "Image and consumer attraction to intraurban retail areas: an
environmental psychology approach", Journal of Retailing and
Consumer Services, vol. 6, pp. 67-78, 1999.
[17] G. R. Foxall, and M. M. Yani-de-Soriano, "Situational influences on
consumers- attitudes and behavior", Journal of Business Research.
Article in Press, 2003.
[18] D. J. Burns, and L. Neisner, "Customer satisfaction in a retail setting -
the contribution of emotion," International Journal of Retail &
Distribution Management, vol. 34, no. 1, pp. 49-66, 2006.
[19] R. J. Donovan, J. H. Rossiter, G. Marcoolyn, and A. Nesdale, "Store
atmosphere and purchasing behavior", Journal of Retailing, vol. 70, no.
3, pp. 283-294, Fall, 1994.
[20] A. C. Nielsen - 2006 Asia Pacific Retail and Shoppers Trends -the
latest on FMCG and shopper retailing trends. 2006
[21] R. S. Woodworth, "Dynamic psychology," in Hung-Chang Chiu, Yi-
Ching Hsieh, Yu-Chuan Li & Monle Lee (2004). Relationship
marketing and consumer switching behavior. Journal of Business
Research. Article in Press, 1928.
[22] R. W. Belk, "Situation variables and consumer behavior", Journal of
Consumer Research, vol. 2, pp. 157-163, Dec. 1975.
[23] R. E. Petty and J. T. Cacioppo, The elaboration likelihood model of
persuasion-advances in experimental social psychology (10th Ed.) New
York, NY: L. Berkowitz Academic Press, 1986.
[24] M. Sullivan, and D. Adcock, Retail marketing. Mason, Ohio: Thomson
Publishing, 2002.
[25] G. R. Foxall, Consumer behavior - a practical guide (Revised Ed.).
London, New York: Routledge, 1991.
[26] G. R. Foxall, "The emotional texture of consumer environments: a
systematic approach to atmospherics," Journal of Economic
Psychology, vol. 18, pp. 505-523, 1997.
[27] D. L. T. Chze, and B. B. T Lin, B. B. T., "Linking consumer perception
to preference of retail store: an empirical assessment of the multiattribute
of store image," Journal of Retailing and Consumer Services,
vol. 10, pp. 193-200, 2003.
[28] J. A. Russell, and A. Mehrabian, A., "Environmental variables in
consumer research," Journal of Consumer Research, vol. 3, pp. 62-63,
1976.
[29] J. M. Carman, "Correlates of brand loyalty: some positive results,"
Journal of Marketing Research, vol. 7, no. 2, 67-76, Feb. 1970.
[30] E. Seggev, "Brand assortment and consumer brand choice," Journal of
Marketing, vol. 34, no. 4, pp. 18-24, Oct. 1970.
[31] P. Charlton, "A review of shop loyalty," Journal of Market Research
Society, vol. 15, no.1, pp. 35-51, 1976.
[32] R. M. Cunningham, "Customer loyalty to store and brand?" Harvard
Business Review, vol. 39, pp. 127-137, Nov. - Dec. 1961.
[33] M. Levy, Ph.D, & B. A. Weitz, Ph.D, Retailing management. (5th Ed.).
Singapore: McGraw-Hill/Irwin, 2004.
[34] J. P. Peter, and J. C. Olson, J. C., Consumer behavior and marketing
strategy (7thEd.). New York, NY: McGraw-Hill/Irwin, 2005.
[35] P. A. Garton, "Store loyal? A view of "differential congruence,"
International Journal of Retail & Distribution Management, vol. 23,no.
12, pp. 29-35, 1995.
[36] J. Jacoby, and R. W. Chestnut, Brand loyalty measurement and
management. Canada: A Ronald Press Publication - John Wiley &
Sons, Inc., 1978.
[37] M. R. Solomon, Consumer behavior-buying, having and being (6thEd.).
Upper Saddle River, New Jersey, 07458: Pearson Education
International-Prentice Hall, 2004.
[38] I. Ajzen, and M. Fishbein, Understanding attitudes and predicting
social behavior. Englewood Cliffs, NJ: Prentice Hall, 1980.
[39] J. Bloemer, and G. ├ûderkerken-Schröder, "Store satisfaction and store
loyalty explained by customer and store-related factors," Journal of
Consumer Satisfaction, Dissatisfaction and Complaining Behavior, vol.
15, pp. 68-80, 2002.
[40] P. Martineau, "The personality of the retail store. Harvard Business
Review, vol. 36, no. 1, pp. 47-55, Jan-Feb 1958.
[41] J. D. Linquist, "Meaning of image - a survey of empirical and
hypothetical evidence," Journal of Retailing, vol. 50, no. 4, pp. 29-38,
116, Winter, 1974-75.
[42] W. O. Bearden, "Determining attributes of store patronage: downtown
versus outlying shopping areas," Journal of Retailing, vol. 53, pp. 15-
22, 1977.
[43] J. Bloemer, and K. de Ruyter, K. "On the relationship between store
image, store satisfaction, and store loyalty," European Journal of
Marketing, vol. 32, no. 5/6, pp. 499-513, 1998.
[44] P. Huddleston, J. Whipple, and A. VanAuken, A. (2004). "Food store
loyalty: application of a consumer loyalty framework," Journal of
Targeting, Measurement and Analysis for Marketing, vol. 12, no. 3, pp.
213-230, 2004.
[45] N. Nguyen, and G. Leblanc, "Corporate image and corporate reputation
in customers- retention and decisions in services", Journal of Retailing
and Consumer Services, vol. 8, pp. 227-236, 2001.
[46] M. J. Bitner, B. H. Booms, and L. A. Mohr, "Critical service
encounters: the employee-s viewpoint," Journal of Marketing, vol. 58,
no. 4, pp. 95-106, 1994.
[47] P. Anand, M. B. Holbrook, and D. Stephens "The formation of
affective judgments: the cognitive-affective model versus the
independence hypothesis". Journal of Consumer Research, vol. 15, pp.
386-391, Dec. 1988.
[48] R. L. Oliver, Satisfaction - a behavioral perspective on the consumer.
New York: The McGraw-Hill Companies, Inc., 1997
[49] R. L. Oliver, "Cognitive, affective, and attribute bases of the
satisfaction response," Journal of Consumer Research, vol. 20, no. 3,
pp. 418-430, Dec. 1993.
[50] S. A. Taylor, K. Celuch, and S. Goodwin, "The importance of brand
equity to customer loyalty," Journal of Product & Brand Management,
vol. 13, no. 4, pp. 217-227, 2004.
[51] M. de Mooij, Consumer behavior and culture - consequences for
global marketing and advertising. Thousand Oaks, CA: SAGE
Publications Inc., 2004.
[52] N. Donthu, and B. Yoo, "Cultural influences on service quality
expectations," Journal of Service Research, vol. 1, no. 2, pp. 178-186,
1998.
[53] O. Furrer, B.S. Liu, and D. Sudharshan, "The relationships between
culture and service quality perceptions: basis for cross-cultural and
resource allocation," Journal of Service Research, vol. 2, no. 4, pp.
355-371, May. 2000.
[54] G. Hofstede, Culture-s consequences: international difference in workrelated
values. Beverly Hills, CA: SAGE Publications Inc., 1980.
[55] G. R. Foxall, R. E Goldsmith, and S. Brown, S., Consumer psychology
for marketing (2ndEd.). London U.K.: International Thomson Business
Press, 1998.
[56] J. F. Hair, JR., R. P. Bush, and D. J. Ortinau, Marketing research -
within a changing information environment (2ndEd.). New York, NY:
McGraw-Hill-Irwin, 2003.
[57] V. A. Zeithaml, L. L. Berry, and A. Parasuraman, "The behavioral
consequences of service quality," Journal of Marketing, vol. 60, no. 2,
pp. 31-46, 1996.
[58] N. Sirohi, E. W. McLaughlin and D. R. Wittink, "A model of consumer
perceptions and store loyalty intentions for a supermarket retailer,"
Journal of Retailing, vol. 74, no. 2, pp. 223-245, 1988.
[59] H. I. Ghozali, Prof,Dr. M.Com, Akt. and SET, Fuad, MSi. Structural
equation modeling-teori, konsep, dan aplikasi dengan program LISREL
8.54., Semarang, Indonesia: Badan Penerbit Universitas Diponegoro,
2005.
[60] J. F. Hair, Jr., W. C. Black, B. J. Babin, B. J., R. E. Anderson, and R.
L. Tatham. Multivariate data analysis (6thEd.). Uppersaddle River,
New Jersey 07458: Pearson Education International, Inc., 2006.
[61] B. Wheaton, B. Muthén, D. F. Alwin, and G. F. Summers, Assessing
reliability and stability in panel models, in D.R. Heise (Ed.),
Sociological methodology. San Fransisco, CA: Jossey-Bass, 1977,
pp.84-136.
[62] L. Suhaily, Y. B. Suhartoko, and L. Salim, "Preference ibu rumah
tangga terhadap pasar traditional dan supermarket di Jakarta Barat,"
Unpublished research, financed by Catholic Indonesian University of
Atma Jaya, Jakarta, 1992.
[63] J. R. Nevin, and M. J. Houston, "Image as component of attraction to
intra-urban shopping area," Journal of Retailing, vol. 56, no. 1, pp. 77-
93, Spring, 1980.
[64] A. Al-Awadi, "A proposed model of consumer loyalty in the retailing
sector based on the Kuwaiti experience", Total Quality Management,
vol. 13, no. 7, pp. 1035- 1046, 2002.
[65] W. R. Darden, A patronage model of consumer behavior. In Ronald
W.Stampfl and Elizabeth Hirchman (Eds), Competitive structure in
retail markets: the department store perspective. Chicago, Illinois:
American Marketing Association Proceedings 1980, pp. 43-52.
[66] K. Othman, Pattern of supermarket use in Malaysia. In A.M. Findlay,
R. Paddison & J.A. Dawson (Eds.), Retailing environment in
developing countries. London & New York: Routledge Publishing Co.,
1990, pp. 205-214.
[67] S. Sidin, Md., D. Zawawi, F. Y. Wong, R. Busu, and Z. L. Hamzah,
"The effects of sex role orientation on family purchase decision making
in Malaysia," Journal of Consumer Marketing, vol. 21, no. 6, pp. 381-
390, 2004.
[68] R. Sutton and A. Rafaeli, "Untangling the relationship between
displayed emotions and organizational sales: the case of convenience
stores", Academy of Management Journal, vol. 31, no. 3, pp. 461-487,
Sept. 1988.
[1] D. Ball, P.S. Coelho, and A. Machás, "The role of communication and
trust in explaining customer loyalty - an extension to the ECSI model,"
European Journal of Marketing, vol. 38, no. 9/10, pp. 1272-1293,
2004.
[2] S. Auh, "The effects of soft and hard service attributes on loyalty: the
mediating role of trust," Journal of Services Marketing, vol. 19, no. 2,
pp. 81-92, 2005.
[3] M. J. Miranda, L. K├│nya, and I, Havrila,"Shoppers- satisfaction levels
are not the only key of store loyalty," Marketing Intelligence &
Planning, vol. 23, no.2, pp. 220-232, 2005.
[4] G. Özer, S. Aydin, and Ö. Arasil, "Customer loyalty and the effect of
switching costs as a moderator variable - a case in the Turkish mobile
phone market," Marketing Intelligence & Planning, vol. 23, no. 1, pp.
89-103, 2005.
[5] G. Macintosh, and L. Lockshin, "Retail relationship and store loyalty: a
multi-level perspective", Journal of Research in Marketing, vol. 14, pp.
487-497, 1997.
[6] S.D. Knox, and T.J. Denison, "Store loyalty: Its impact on retail
revenue. An empirical study of purchasing behaviour in the UK,"
Journal of Retailing & Consumer Services, vol. 7, no.1, pp. 33-45, Jan.
2000.
[7] D-M. Ko, "Inter-relationships among store images, store satisfaction,
and store loyalty among Korea discount retail patrons," Asia Pacific
Journal of Marketing and Logistics, 15 (4) 42-71, 2003.
[8] S. Sawmong, DR., and O. Omar, "The store loyalty of the UK- Retail
consumers", The Journal of American Academy of Business,
Cambridge, pp. 503-509, Sept. 2004.
[9] A. Mehrabian, and J. A. Russell. An approach to environmental
psychology. Cambridge, Massachusetts, and London, England: The
Massachusetts Institute of Technology (MIT) Press, 1974.
[10] R. J. Donovan, and J. H. Rossiter, "Store atmosphere: an
environmental psychology approach," Journal of Retailing, vol. 58, no.
1, pp. 34- 57, Spring, 1982.
[11] P. M. Anderson, "Personality, perception and emotional-state factors in
approach-avoidance behaviors in the store environment," AMA
Educators- Proceedings, 1986, pp. 35-39.
[12] E. Sherman, and R. B. Smith, "Mood states of shoppers and store
image. Promising interactions and possible behaviors effects," in
Advances in Consumer Research, 13, Richard J. Lutz (Ed.), Provo, UT,
Association for Consumer Research, 1986.
[13] J. Baker, D. Grewal, and A. Parasuraman, "The influence of store
environment on quality inferences and store image," Journal of
Academy Marketing Science, vol. 22, no. 4, pp. 328-339, 1994.
[14] K. Spies, F. Hesse, and K. Loesch, "Store atmosphere, mood and
purchasing behavior," International Journal of Research in Marketing,
vol. 14, pp. 1-17, 1997.
[15] E. Sherman, A. Mathur, and R.B. Smith, "Store environment and
consumer purchase behavior: mediating role of consumer emotions,"
Psychology and Marketing, vol. 14, no. 4, pp. 361-378, 1997.
[16] S. J. Bell, "Image and consumer attraction to intraurban retail areas: an
environmental psychology approach", Journal of Retailing and
Consumer Services, vol. 6, pp. 67-78, 1999.
[17] G. R. Foxall, and M. M. Yani-de-Soriano, "Situational influences on
consumers- attitudes and behavior", Journal of Business Research.
Article in Press, 2003.
[18] D. J. Burns, and L. Neisner, "Customer satisfaction in a retail setting -
the contribution of emotion," International Journal of Retail &
Distribution Management, vol. 34, no. 1, pp. 49-66, 2006.
[19] R. J. Donovan, J. H. Rossiter, G. Marcoolyn, and A. Nesdale, "Store
atmosphere and purchasing behavior", Journal of Retailing, vol. 70, no.
3, pp. 283-294, Fall, 1994.
[20] A. C. Nielsen - 2006 Asia Pacific Retail and Shoppers Trends -the
latest on FMCG and shopper retailing trends. 2006
[21] R. S. Woodworth, "Dynamic psychology," in Hung-Chang Chiu, Yi-
Ching Hsieh, Yu-Chuan Li & Monle Lee (2004). Relationship
marketing and consumer switching behavior. Journal of Business
Research. Article in Press, 1928.
[22] R. W. Belk, "Situation variables and consumer behavior", Journal of
Consumer Research, vol. 2, pp. 157-163, Dec. 1975.
[23] R. E. Petty and J. T. Cacioppo, The elaboration likelihood model of
persuasion-advances in experimental social psychology (10th Ed.) New
York, NY: L. Berkowitz Academic Press, 1986.
[24] M. Sullivan, and D. Adcock, Retail marketing. Mason, Ohio: Thomson
Publishing, 2002.
[25] G. R. Foxall, Consumer behavior - a practical guide (Revised Ed.).
London, New York: Routledge, 1991.
[26] G. R. Foxall, "The emotional texture of consumer environments: a
systematic approach to atmospherics," Journal of Economic
Psychology, vol. 18, pp. 505-523, 1997.
[27] D. L. T. Chze, and B. B. T Lin, B. B. T., "Linking consumer perception
to preference of retail store: an empirical assessment of the multiattribute
of store image," Journal of Retailing and Consumer Services,
vol. 10, pp. 193-200, 2003.
[28] J. A. Russell, and A. Mehrabian, A., "Environmental variables in
consumer research," Journal of Consumer Research, vol. 3, pp. 62-63,
1976.
[29] J. M. Carman, "Correlates of brand loyalty: some positive results,"
Journal of Marketing Research, vol. 7, no. 2, 67-76, Feb. 1970.
[30] E. Seggev, "Brand assortment and consumer brand choice," Journal of
Marketing, vol. 34, no. 4, pp. 18-24, Oct. 1970.
[31] P. Charlton, "A review of shop loyalty," Journal of Market Research
Society, vol. 15, no.1, pp. 35-51, 1976.
[32] R. M. Cunningham, "Customer loyalty to store and brand?" Harvard
Business Review, vol. 39, pp. 127-137, Nov. - Dec. 1961.
[33] M. Levy, Ph.D, & B. A. Weitz, Ph.D, Retailing management. (5th Ed.).
Singapore: McGraw-Hill/Irwin, 2004.
[34] J. P. Peter, and J. C. Olson, J. C., Consumer behavior and marketing
strategy (7thEd.). New York, NY: McGraw-Hill/Irwin, 2005.
[35] P. A. Garton, "Store loyal? A view of "differential congruence,"
International Journal of Retail & Distribution Management, vol. 23,no.
12, pp. 29-35, 1995.
[36] J. Jacoby, and R. W. Chestnut, Brand loyalty measurement and
management. Canada: A Ronald Press Publication - John Wiley &
Sons, Inc., 1978.
[37] M. R. Solomon, Consumer behavior-buying, having and being (6thEd.).
Upper Saddle River, New Jersey, 07458: Pearson Education
International-Prentice Hall, 2004.
[38] I. Ajzen, and M. Fishbein, Understanding attitudes and predicting
social behavior. Englewood Cliffs, NJ: Prentice Hall, 1980.
[39] J. Bloemer, and G. ├ûderkerken-Schröder, "Store satisfaction and store
loyalty explained by customer and store-related factors," Journal of
Consumer Satisfaction, Dissatisfaction and Complaining Behavior, vol.
15, pp. 68-80, 2002.
[40] P. Martineau, "The personality of the retail store. Harvard Business
Review, vol. 36, no. 1, pp. 47-55, Jan-Feb 1958.
[41] J. D. Linquist, "Meaning of image - a survey of empirical and
hypothetical evidence," Journal of Retailing, vol. 50, no. 4, pp. 29-38,
116, Winter, 1974-75.
[42] W. O. Bearden, "Determining attributes of store patronage: downtown
versus outlying shopping areas," Journal of Retailing, vol. 53, pp. 15-
22, 1977.
[43] J. Bloemer, and K. de Ruyter, K. "On the relationship between store
image, store satisfaction, and store loyalty," European Journal of
Marketing, vol. 32, no. 5/6, pp. 499-513, 1998.
[44] P. Huddleston, J. Whipple, and A. VanAuken, A. (2004). "Food store
loyalty: application of a consumer loyalty framework," Journal of
Targeting, Measurement and Analysis for Marketing, vol. 12, no. 3, pp.
213-230, 2004.
[45] N. Nguyen, and G. Leblanc, "Corporate image and corporate reputation
in customers- retention and decisions in services", Journal of Retailing
and Consumer Services, vol. 8, pp. 227-236, 2001.
[46] M. J. Bitner, B. H. Booms, and L. A. Mohr, "Critical service
encounters: the employee-s viewpoint," Journal of Marketing, vol. 58,
no. 4, pp. 95-106, 1994.
[47] P. Anand, M. B. Holbrook, and D. Stephens "The formation of
affective judgments: the cognitive-affective model versus the
independence hypothesis". Journal of Consumer Research, vol. 15, pp.
386-391, Dec. 1988.
[48] R. L. Oliver, Satisfaction - a behavioral perspective on the consumer.
New York: The McGraw-Hill Companies, Inc., 1997
[49] R. L. Oliver, "Cognitive, affective, and attribute bases of the
satisfaction response," Journal of Consumer Research, vol. 20, no. 3,
pp. 418-430, Dec. 1993.
[50] S. A. Taylor, K. Celuch, and S. Goodwin, "The importance of brand
equity to customer loyalty," Journal of Product & Brand Management,
vol. 13, no. 4, pp. 217-227, 2004.
[51] M. de Mooij, Consumer behavior and culture - consequences for
global marketing and advertising. Thousand Oaks, CA: SAGE
Publications Inc., 2004.
[52] N. Donthu, and B. Yoo, "Cultural influences on service quality
expectations," Journal of Service Research, vol. 1, no. 2, pp. 178-186,
1998.
[53] O. Furrer, B.S. Liu, and D. Sudharshan, "The relationships between
culture and service quality perceptions: basis for cross-cultural and
resource allocation," Journal of Service Research, vol. 2, no. 4, pp.
355-371, May. 2000.
[54] G. Hofstede, Culture-s consequences: international difference in workrelated
values. Beverly Hills, CA: SAGE Publications Inc., 1980.
[55] G. R. Foxall, R. E Goldsmith, and S. Brown, S., Consumer psychology
for marketing (2ndEd.). London U.K.: International Thomson Business
Press, 1998.
[56] J. F. Hair, JR., R. P. Bush, and D. J. Ortinau, Marketing research -
within a changing information environment (2ndEd.). New York, NY:
McGraw-Hill-Irwin, 2003.
[57] V. A. Zeithaml, L. L. Berry, and A. Parasuraman, "The behavioral
consequences of service quality," Journal of Marketing, vol. 60, no. 2,
pp. 31-46, 1996.
[58] N. Sirohi, E. W. McLaughlin and D. R. Wittink, "A model of consumer
perceptions and store loyalty intentions for a supermarket retailer,"
Journal of Retailing, vol. 74, no. 2, pp. 223-245, 1988.
[59] H. I. Ghozali, Prof,Dr. M.Com, Akt. and SET, Fuad, MSi. Structural
equation modeling-teori, konsep, dan aplikasi dengan program LISREL
8.54., Semarang, Indonesia: Badan Penerbit Universitas Diponegoro,
2005.
[60] J. F. Hair, Jr., W. C. Black, B. J. Babin, B. J., R. E. Anderson, and R.
L. Tatham. Multivariate data analysis (6thEd.). Uppersaddle River,
New Jersey 07458: Pearson Education International, Inc., 2006.
[61] B. Wheaton, B. Muthén, D. F. Alwin, and G. F. Summers, Assessing
reliability and stability in panel models, in D.R. Heise (Ed.),
Sociological methodology. San Fransisco, CA: Jossey-Bass, 1977,
pp.84-136.
[62] L. Suhaily, Y. B. Suhartoko, and L. Salim, "Preference ibu rumah
tangga terhadap pasar traditional dan supermarket di Jakarta Barat,"
Unpublished research, financed by Catholic Indonesian University of
Atma Jaya, Jakarta, 1992.
[63] J. R. Nevin, and M. J. Houston, "Image as component of attraction to
intra-urban shopping area," Journal of Retailing, vol. 56, no. 1, pp. 77-
93, Spring, 1980.
[64] A. Al-Awadi, "A proposed model of consumer loyalty in the retailing
sector based on the Kuwaiti experience", Total Quality Management,
vol. 13, no. 7, pp. 1035- 1046, 2002.
[65] W. R. Darden, A patronage model of consumer behavior. In Ronald
W.Stampfl and Elizabeth Hirchman (Eds), Competitive structure in
retail markets: the department store perspective. Chicago, Illinois:
American Marketing Association Proceedings 1980, pp. 43-52.
[66] K. Othman, Pattern of supermarket use in Malaysia. In A.M. Findlay,
R. Paddison & J.A. Dawson (Eds.), Retailing environment in
developing countries. London & New York: Routledge Publishing Co.,
1990, pp. 205-214.
[67] S. Sidin, Md., D. Zawawi, F. Y. Wong, R. Busu, and Z. L. Hamzah,
"The effects of sex role orientation on family purchase decision making
in Malaysia," Journal of Consumer Marketing, vol. 21, no. 6, pp. 381-
390, 2004.
[68] R. Sutton and A. Rafaeli, "Untangling the relationship between
displayed emotions and organizational sales: the case of convenience
stores", Academy of Management Journal, vol. 31, no. 3, pp. 461-487,
Sept. 1988.
@article{"International Journal of Business, Human and Social Sciences:60778", author = "Lina Salim", title = "Indonesian Store Loyalty Factors for Modern Retailing Market", abstract = "Modern retailers such as hypermarket/supermarket
need to be more customer-oriented in order to survive in today-s
competitive business world. As a result, the investigation of
determinant factors of store loyalty becomes important issue for
modern retailing players. This study suggests that consumers- store
loyalty in the modern retailing market (hypermarkets and
supermarkets) is influenced by environmental factors (such as store
image, store personnel). Using a model of stimulus-organismresponse
(S-O-R), this research examines S-R relationship of store
loyalty. S-O-R framework is derived from the existence literature and
tested empirically based on Indonesian consumers- experience. The
stimuli for this study are store image, store personnel, satisfaction
and culture factors. Affect, or the consumers- liking to modern
retailing stores, mediates the chosen environmental factors on
consumer-s store loyalty. The findings showed that store image, store
satisfaction and culture have significant positive relationship to store
loyalty via affect.", keywords = "Affect, Culture, Store Image, Store Loyalty, StorePersonnel, Store Satisfaction", volume = "3", number = "6", pages = "1129-8", }
