| dc.description.abstract | The retail industry sector is one of the marketing products which selling
goods directly to consumers. In general the retail industry is a business activity
selling various kinds of goods for direct and indirect consumption. In the trade
chain, retail business is at the very end of the distribution process of goods and
services. Therefore the presence of Ace Hardware is very influential in the
development of the retail industry, particulary in Surabaya.
This study aims to analyze the effects of variables such as Merchandise
Value, Internal Shop Environment, Interaction With Staff, Merchandise Variety,
Presence Interaction Other Customers, In-shop Emotions towards Repurchase
Intentions through Customer Satisfaction of the customers of the Ace Hardware in
Surabaya. The sample in this study is men and women, aged 18-65 who live in
Surabaya. Total respondents who make purchase for personal needs and have
made purchases within 2 times in the last 3 months. Data were analysed using the
SPSS 22.
The results of the study show that there was a relationship of several
variables, among others Merchandise Value towards Customer Satisfaction with a
regression coefficient of 0.173, Internal Shop Environment towards Customer
Satisfaction with a regression coefficient of 0.166, Interaction With Staff towards
Customer Satisfaction with a regression coefficient of 0.433, Merchandise Variety
towards Customer Satisfaction with a regression coefficient of 0.109, Presence
Interaction Other Customers have no influence on Customer satisfaction with a
regression coefficient of 0.023, In-shop Emotions towards Customer Satisfaction
with a regression coefficient of 0.149, Customer Satisfaction towards Repurchase
Intentions with a regression coefficient of 0.322 | en_US |
