The Influence of In-Shop Emotion on Repurchase Intention through Customer Satisfaction at Lotte Grosir Solo

Surpiko Darpito; Krisnha Alrafi; Ninik Probosari; Shinta Satoto; Yuli Liestyana

Authors

Surpiko Hapsoro Darpito Department of Management, Faculty of Economics and Business, Universitas Pembangunan Nasional “Veteran” Yogyakarta, Yogyakarta, Indonesia
Krisnha Yassar Alrafi Department of Management, Faculty of Economics and Business, Universitas Pembangunan Nasional “Veteran” Yogyakarta, Yogyakarta, Indonesia
Ninik Probosari Department of Management, Faculty of Economics and Business, Universitas Pembangunan Nasional “Veteran” Yogyakarta, Yogyakarta, Indonesia
Shinta Heru Satoto Department of Management, Faculty of Economics and Business, Universitas Pembangunan Nasional “Veteran” Yogyakarta, Yogyakarta, Indonesia
Yuli Liestyana Department of Management, Faculty of Economics and Business, Universitas Pembangunan Nasional “Veteran” Yogyakarta, Yogyakarta, Indonesia

Keywords:

Retail store, In-shop emotion, Repurchase intention, Customer satisfaction, Customer loyalty

Abstract

This research aims to analyze the direct influence of in-shop emotion on repurchase intention, as well as its indirect influence through the mediation of customer satisfaction and customer loyalty at Lotte Grosir Solo. This study falls under quantitative research, employing non-probability sampling with purposive sampling as the chosen method. The population comprises a portion of Lotte Grosir Solo consumers, with a required sample size of 100 respondents selected based on predetermined criteria. Data collection took place in February 2023 through questionnaires distributed via Google Forms. SmartPLS 3.2.9 was used as the data analysis method. The test results indicate that all three variables (predictor and two mediators) effectively explain the criterion construct. From the study, it was found that in-shop emotion has a positive but not significant direct influence on repurchase intention. However, in-shop emotion has a positive and significant influence on both mediations, and subsequently, both mediations have a positive and significant impact on repurchase intention. In conclusion, this research demonstrates that in-shop emotion indirectly, through its mediations, has a positive and significant impact on repurchase intention.

Downloads

Download data is not yet available.

References

Ananda, S. H. (2015). Penelitian Bisnis dan Manajemen Menggunakan Partial Least Squares (PLS) dengan smartPLS 3.0. Modul Ajar, Jurusan Manajemen, Fakultas Ekonomi dan Bisnis Universitas Brawijaya.

Chatzoglou, P., Chatzoudes, D., Savvidou, A., Fotiadis, T., & Delias, P. (2022). Factors affecting repurchase intentions in retail shopping: An empirical study. Heliyon, 8(9). https://doi.org/10.1016/j.heliyon.2022.e10619

Oliver, R. L., (1997). Satisfaction: A Behavioural Perspective on the Consumer. McGraw Hill, New York

Goworek, H., & McGoldrick, P. (2015). Retail marketing management. Harlow: Pearson Education Limited.

Jordi, D., & Prabantoro, G. (2021). Pengaruh kualitas produk, harga dan promosi terhadap kepuasan konsumen (studi kasus di coffeeography salemba). S1 Manajemen, 1-20.

Grewal, D., & Roggeveen, A. L. (2020). Understanding Retail Experiences and Customer Journey Management. Journal of Retailing, 96(1), 3–8. https://doi.org/10.1016/j.jretai.2020.02.002

Burns, D. J., & Neisner, L. (2006). Customer satisfaction in a retail setting. International Journal of Retail and Distribution Management, 34(1), 49–66. https://doi.org/10.1108/09590550610642819

Lee, Y. K., Lee, C. K., Lee, S. K., & Babin, B. J. (2008). Festivalscapes and patrons’ emotions, satisfaction, and loyalty. Journal of Business Research, 61(1), 56–64. https://doi.org/10.1016/j.jbusres.2006.05.009

Terblanche, N. S. (2018). Revisiting the supermarket in-store customer shopping experience. Journal of Retailing and Consumer Services, 40, 48–59. https://doi.org/10.1016/j.jretconser.2017.09.004

Terblanche, N. S. (2018). Revisiting the supermarket in-store customer shopping experience. Journal of Retailing and Consumer Services, 40, 48-59.

Högberg, J., Ramberg, M. O., Gustafsson, A., & Wästlund, E. (2019). Creating brand engagement through in-store gamified customer experiences. Journal of Retailing and Consumer Services, 50, 122–130. https://doi.org/10.1016/j.jretconser.2019.05.006

Cachero-Martínez, S., & Vázquez-Casielles, R. (2021). Building consumer loyalty through e-shopping experiences: The mediating role of emotions. Journal of Retailing and Consumer Services, 60. https://doi.org/10.1016/j.jretconser.2021.102481

Machleit, K. A., & Mantel, S. P. (2001). Emotional response and shopping satisfaction: Moderating effects of shopper attributions. In Article in Journal of Business Research. https://www.researchgate.net/publication/222671539

Darsono. (2012). Faktor Emosi Dalam Perilaku Konsumen. E-Journal STIE. Dharmaputra. 19(36).

Liem, A. G., & Arief, N. N. (2023). Integrated Marketing Communication Strategy for Cosmetic Retail Company: A Study of New Central Palu. Journal of Economics and Business UBS, 12(1), 413-430.

Iwan, I., & Arisman, A. (2023). Analysis of the Contribution and Effectiveness of Receiving Market Service Retributions to Regional Genuine Income in Yogyakarta City. Economic and Business Horizon, 2(1), 1-11.

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.