The influence of merchandise value, internal shop environment, interaction with staff, merchandise variety, presence interaction other customers and in-shop emotions towards customer satisfaction and intention to repatronage at K3 Mart Merdeka Medan

Tam, Kimberly (2023) The influence of merchandise value, internal shop environment, interaction with staff, merchandise variety, presence interaction other customers and in-shop emotions towards customer satisfaction and intention to repatronage at K3 Mart Merdeka Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

K3 Mart is one convenience store that centers on lifestyle products, both imported food and beverage products and also local products and MSME product. The objective of this research is to analyze merchandise, internal shop environment, interaction with staff, merchandise variety, presence interaction other customers and in shop emotions are having significant influence towards customers satisfaction and intention to repatronage at K3 Mart Merdeka Medan.. Merchandise, internal shop environment, interaction with staff, merchandise variety, presence interaction other customers and in shop emotions have an important role in shaping customers satisfaction and intention to repatronage are highly connected with customers satisfaction, intention to repatronage and company profitability. In this research, the writer used quantitative research design. The sampling technique used is snowball sampling. The sample size on this research is 135 customers. This research also passed the validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, linearity test, multiple linear regression test.. The result of hypothesis test, Merchandise, internal environment, interaction with staff and merchandise variety variable is partially having significant influence towards customer satisfaction, presence interaction other customers and in-shop emotions variable is partially not influence towards customer satisfaction and customers satisfaction variable is partially having significant influence towards intention to repatronage at K3 Mart Merdeka Medan Recommendations for K3 Mart Merdeka Medan include improve Merchandise, internal environment, interaction with staff and merchandise variety in making customers satisfaction and intention to repatronage. / K3 Mart merupakan salah satu minimarket yang berpusat pada produk lifestyle, baik produk makanan dan minuman import maupun produk lokal dan produk UMKM. Tujuan dari penelitian ini adalah untuk menganalisis merchandise, lingkungan internal toko, interaksi dengan staf, variasi merchandise, interaksi kehadiran pelanggan lain dan emosi di toko yang berpengaruh signifikan terhadap kepuasan pelanggan dan niat repatronage di K3 Mart Merdeka Medan.. Barang dagangan, lingkungan internal toko, interaksi dengan staf, variasi barang dagangan, interaksi kehadiran pelanggan lain dan emosi di toko memiliki peran penting dalam membentuk kepuasan pelanggan dan niat untuk repatronage sangat terkait dengan kepuasan pelanggan, niat untuk repatronage dan profitabilitas perusahaan. Dalam penelitian ini, penulis menggunakan desain penelitian kuantitatif. Teknik sampling yang digunakan adalah snowball sampling. Ukuran sampel pada penelitian ini adalah 135 pelanggan. Penelitian ini juga lolos uji validitas, uji reliabilitas, uji normalitas, uji multikolinearitas, uji heteroskedastisitas, uji linearitas, uji regresi linier berganda.. Hasil uji hipotesis, variabel variasi Merchandise, lingkungan internal, interaksi dengan staf dan merchandise sebagian berpengaruh signifikan terhadap kepuasan pelanggan, variabel presence interaction pelanggan lain dan variabel in-shop emotions sebagian tidak berpengaruh terhadap kepuasan pelanggan dan variabel kepuasan pelanggan sebagian berpengaruh signifikan terhadap intensi repatronage di K3 Mart Merdeka Medan Rekomendasi K3 Mart Merdeka Medan antara lain memperbaiki Merchandise, lingkungan internal, interaksi dengan staff dan keragaman merchandise dalam membuat kepuasan pelanggan dan niat untuk repatronage.

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