Abstract
One of important factors that determine the success of retail stores is how to make customers go to shop there, in which they have to shop there continuously. So, retailers should have to satisfy customers in order to keep customers. In this research, the researcher would like to test and describe customer satisfaction and repatronage intentions, through eight variables in Carrefour and Hypermart, and developed into seven hypotheses. This research uses 160 samples to ask their perceptions about Carrefour and Hypermart. Then, from that research, there are two hypotheses that are rejected and five hypotheses that are accepted. Perceived product quality and perceived price are considered as insignificant antecedents of customer satisfaction. However, perceived service quality, store assortment, trust and commitment are considered as significant antecedents of customers’ satisfaction, and customer satisfaction is significant antecedent of repatronage intentions.
Highlights
In the 20th century, the need of satellite cities are increased rapidly, in which located in adjacent with the big city (Merrilees et al, 2013)
There is Hypermart, which is owned by Matahari Putra Prima, and according to its financial report, Hypermart operates more than 99 stores across Indonesia
If customers find that the price that they pay is considered by customers as unfair, they may be disappointed with the store
Summary
In the 20th century, the need of satellite cities are increased rapidly, in which located in adjacent with the big city (Merrilees et al, 2013). Lippo Karawaci is facilitated with educational institutions, businesses, and other facilities. One of these businesses is hypermarket, Jurnal Ekonomi/Volume XX, No 03, November 2015: 387-400. Fulfilling needs and wants of people live in Lippo Karawaci. These hypermarkets are Hypermart and Carrefour, in which both of them are located in Supermall Karawaci. Repatronage intentions refer to how likely a shopper will shop continuously in a retail store (Akbar, 2014). Retailers should pay attention to customer satisfaction that brings positive impact to their profit. Retailers should do their best to satisfy customers’ needs and wants. This study is replicated and adapted for Hypermart and Carrefour in Supermall Karawaci
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