• Jonathan Kohar Jurusan Managemen / Universitas Surabaya
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Keywords: store attributes, consumer satisfaction, attitudinal loyalty, word of mouth, share of purchase


Tujuan penelitian iniuntuk mengetahui perilaku konsumen yang terikat denganproduct quality, personal interaction, store atmosphere, dan store conveniencedi Sport Station Surabayadan akibatnya terhadap consumer satisfaction, attitudinal loyalty, word of mouth, share of purchase.Penelitian ini dianalisa menggunakan Structural Equation Model (SEM) dengan program Statistical Package for Social Sciences (SPSS) versi 18 dan Lisrel 8.70. 180responden diambil dari konsumenyang melakukan pembeliandi Sport Station Surabayadalam 6 bulan terakhir.Hasil penelitian ini menemukan personal interaction, store atmosphere, danstore conveniencememiliki pengaruh positif dan signifikan terhadap consumer satisfaction.Consumer satisfactionyang telah dirasakan oleh konsumen memiliki pengaruh positif dan signifikan terhadap attitudinal loyalty,word of mouth danshare of purchase.Konsumen yang puas terhadap Sport Stationcenderung memberikan attitudinal loyaltypositif, seperti word of mouthbagi lingkungan sekitarnya dan share of purchaseyang ditingkatkan.

Kata Kunci: store attributes, consumer satisfaction, attitudinal loyalty, word of mouth, share of purchase


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