Exploring The Dimensions Of Retail Store : That Impact To Forming Customer Satisfaction, Trust, And Customer Loyalty

Abstract

The numerous retail stores that exist amid public shows a tight competition among
retail store entrepreneurs. As a matter of fact, customers satisfaction is a main key
to survive amid the tough competition. The customer satisfaction can be built after
customer evaluates and assesses dimensions in a retail store based on their
shopping experience. This research aims at testing test and discovering which
dimension has potential to lift the customers satisfaction of shopping in a retail
store. The data from our survey has been tested by using Structural Equation
Modeling (SEM) to confirm our model. The result shows that product and price are
the most fundamental dimensions in forming customers satisfaction and also to
build trust and loyalty of customers of shopping in the retail store.
Keywords : [retail stores; customers’ satisfaction; customers’ loyalty; trust]